THE INFLUENCE OF FOOD & BEVERAGE RETAIL STORE COVID-19 READINESS STRATEGIES ON CUSTOMER SATISFACTION AND TRUST

Veronica Veronica, Harjanto Prabowo, Adler Haymans Manurung, Mohammad Hamsal

Abstract


This study presents coronavirus readiness strategies at food and beverages stores in Jakarta and their influence on customer trust and satisfaction. The data was collected from customers within the metropolitan area of Jakarta. The data were analyzed using a quantitative approach. Structured questionnaires were provided to customers throughout Jakarta metropolitan area. Reliability and validity were confirmed. The data is presented using Structural Equation modelling (SEM) using the LISREL statistical software. The analysis of the SEM path shows the estimation of the interconnectivity of the major constructs in the data. The findings from this dataset show that retail store readiness: sanitized retail entrances, sanitized retail counters and sanitized retail shelves, table and chairs, noncash payment methods, retail social distancing as well as mask on and temperature checking had a statistically significant effect on customer trust and satisfaction with COVID-19 readiness in retail stores. Furthermore, the data reveals that customer trust can still be obtained even if the F&B retail is suffering from pandemic by maintaining customer satisfaction.

Keywords


retail readiness, customer satisfaction, customer trust, health protocol, COVID-19, pandemics

Full Text:

PDF

References


Alshibly, H. H. (2015). Customer Perceived Value in Social Commerce: An Exploration of Its Antecedents and Consequences. Journal of Management Research, 7(1). https://doi.org/doi:10.5296/jmr.v7i1.6800

Aydin, S., & Ozer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7), 910-925.

Barney, J. B., & Hansen, M. H. (1994). Trustworthiness as a source of competitive advantage. Strategic Management Journal, 15(S1), 175–190. https://doi.org/https://doi.org/10.1002/smj.4250150912

Cacioppo, J. T., & Hawkley, L. C. (2009). Perceived social isolation and cognition. Trends in Cognitive Sciences, 13(10), 447–454.

Donthu, N., & Gustafsson, A. (2020). Effects of COVID-19 on business and research. Journal of Business Research, 117, 284–289. https://doi.org/https://doi.org/10.1016/j.jbusres.2020.06.008

Fadel, M., Salomon, J., & Descatha, A. (2020). Coronavirus outbreak: The role of companies in preparedness and responses. The Lancet. Public Health, 20, 30051–30057. https://doi.org/https://doi.org/10.1016/S2468-2667(20)30051-7

FDA. (2020). Best practices for retail food stores, restaurants, and food pick-up/delivery services during the COVID-19 pandemic | FDA.

Kim, S., & Park, H. (2013). Effects of various characteristics of social commerce (s-commerce) on consumers’ trust and trust performance. International Journal of Information Management, 33(2), 318–332.

Kramer, R. M., & Pittinsky, T. L. (2012). Restoring trust in organizations and leaders: Enduring challenges and emerging answers. Oxford University Press.

McIntosh, C. (2015). Cambridge Advanced Learner’s Dictionary, 4th ed. Cambridge, UK.: Cambridge Dictionaries.

Nunkoo, R., Teeroovengaduma, V., Ringlee, C. M., & Sunnassee, V. (2019). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management. https://doi.org/https://doi.org/10.1016/j.ijhm.2019.1024

Rafferty, A., Jimmieson, N., & Armenakis, A. (2012). Change readiness: a multilevel review. J. Manage, 2(1), 1–26. https://doi.org/

Rukuni, T. F., & Maz, E. T. (2020). Data on corona-virus readiness strategies influencing customer satisfaction and customer behavioural intentions in South African retail stores. Data in Brief, 31. https://doi.org/https://doi.org/10.1016/j.dib.2020.105818

Safefood. (2020). COVID-19 advice - safe food.

Sarwar, M. Z., Abbasi, K. S., & Pervaiz, S. (2012). The effect of customer trust on customer loyalty and customer retention: A moderating role of cause related marketing. Global Journal of Management and Business Research, 12(6), 26–36.

Sekaran, U., & Bougie, R. (2016). Research methods for business : a skill-building approach (Seventh ed). Chichester, West Sussex, United Kingdom: John Wiley & Sons.

Seymour, N., Yavelak, M., Christian, C., & Chapman, B. (2020). COVID-19 and food safety FAQ: Is coronavirus a concern with takeout?

Sheth, J. (2020). Impact of Covid-19 on Consumer Behavior: Will the Old Habits Return or Die? Journal of Business Research, 117, 280–283. https://doi.org/https://doi.org/10.1016/j.jbusres.2020.05.059

Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Customer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37. https://doi.org/https://doi.org/10.1509/ jmkg.66.1.15.18449

Songa, H., Wanga, J., & Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79, 50–59. https://doi.org/https://doi.org/10.1016/j.ijhm.2018.12.011

Stevenson, A. (2010). Oxford Dictionary of English. Oxford, UK: Oxford Dictionaries.

Tarki, A., Levy, P., & Weiss, J. (2020). The Coronavirus Crisis Doesn’t Have to Lead to.

Vanessa, R. (2020, January 1). Coronavirus (covid-19) and social value co-creation. International Journal of Sociology and Social Policy. https://doi.org/10.1108/IJSSP-06-2020-0237

Wu, I.-L. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 33, 166–176. https://doi.org/http://dx.doi.org/10.1016/j.ijinfomgt.2012.09.001




DOI: https://doi.org/10.25292/atlr.v3i0.342

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Advances in Transportation and Logistics Research

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Advances in Transportation and Logistics Research

ISSN: 2622-5778 (online)
Published by: Institut Transportasi dan Logistik Trisakti, Jakarta - Indonesia

ATLR by http://proceedings.itltrisakti.ac.id/index.php/ATLR is licensed under a Creative Commons Attribution 4.0 International License.