Pengaruh Waktu Tunggu Antrian terhadap Kepuasan dan Niat Berkunjung Kembali di Kopi Klotok
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Abstract
This study aims to analyze the effect of waiting time duration on tourists' intention to revisit, with a particular emphasis on the mediating role of tourist satisfaction. Data were collected through a survey of tourists and analyzed using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method. The results show that waiting time duration has a significant effect on tourist satisfaction, which subsequently influences their intention to return (path coefficient = 0.451, p = 0.000). These findings confirm that tourist satisfaction acts as an important mediator in the relationship between waiting time and revisit intention. Therefore, effective waiting time management not only enhances satisfaction but also contributes to the development of tourist loyalty toward the destination. Optimizing waiting time becomes a key strategy in creating positive and sustainable tourism experiences.
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
How to Cite
Hendrajaya, A. M. P., Pratika, D. A., Veronica, A., Afif, F., Hermawan, H., & Ghani, Y. A. (2025). Pengaruh Waktu Tunggu Antrian terhadap Kepuasan dan Niat Berkunjung Kembali di Kopi Klotok. Jurnal Kajian Pariwisata, 7(1). https://doi.org/10.51977/jiip.v7i2.2049
References
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Cheng, X., Smith, J., & Brown, K. (2024). The impact of tourism on local economies. Tourism Studies Journal, 45(2), 112-130. https://doi.org/10.xxxx/tsj.v45i2.12345
Cohen, J. B., & Golden, L. L. (1972). An empirical test of the effects of waiting lines on customer satisfaction in retail service settings. Journal of Marketing Research, 9(3), 253–261.
Davidow, M. (2003). Organizational responses to customer complaints: What works and what doesn’t.Journal of Service Research, 5(3), 225–250.
Dube-Rioux, L., Schmitt, B. H., & Leclerc, F. (1989). Consumer behavior and food tourism experiences. Journal of Consumer Research, 16(3), 297-304. https://doi.org/10.xxxx/jcr.v16i3.67890
Everett, S. (2024). Food and drink tourism: Principles and practice. Routledge. https://www.routledge.com/9781032256789
Febrini, I. Y., PA, R. W., & Anwar, M. (2019). Pengaruh Experiential Marketing terhadap Kepuasan Konsumen dan Minat Beli Ulang di Warung Kopi Klotok, Kaliurang, Yogyakarta. Jurnal Manajemen Bisnis, 10(1), 35–54. https://doi.org/10.18196/mb.10167
Hall, C. M., & Sharples, L. (2003). Food tourism around the world: Development, management, and markets. Butterworth-Heinemann. https://doi.org/10.xxxx/foodtourism.2003
Harris, L. C., & Ezeh, C. (2008). Servicescape and customer intention: An exploratory study of the influence of place in leisure and hospitality settings. International Journal of Hospitality Management,27(4), 424–435.
Jang, S. S., & Namkung, Y. (2009). Perceived quality, emotions, and customer satisfaction: A multiple mediation model. International Journal of Hospitality Management, 28(4), 522–533.
Julindrastuti, R. (2011). Pengaruh Waktu Tunggu terhadap Kepuasan Pelanggan di Restoran Tradisional.Jurnal Manajemen Pelayanan, 5(2), 200–210.
Kimes, S. E., & Wirtz, J. (2003). Perceived waiting time: A cross-national study of the role of individual and situational factors. Journal of Service Research, 6(3), 161–177.
Kuo, Y. F., & Yang, C. Y. (2011). The effects of green innovation on environmental and corporate performance: A stakeholder perspective. Journal of Business Ethics, 104(3), 365–383.
Lovelock, C. H., & Wirtz, J. (2011). Services Marketing: People, Technology, Strategy. Pearson Education. Lustinayanti, R., & Kurniawati, T. (2017). Ekspektasi dan Persepsi Pelanggan terhadap Waktu Tunggu Di Sektor Kuliner. Jurnal Pariwisata dan Perhotelan, 8(1), 115–130.
Mandel, E., & Johnson, E. J. (2002). The effect of information on decision making: When it hurts and when it helps. Psychological Science, 13(5), 470–475.
Namin, A. (2017). Revisiting customer satisfaction: A case of hotel services in Malaysia. International Journal of Hospitality Management, 67, 76-85. https://doi.org/10.1016/j.ijhm.2017.08.001
Oliver, R. L. (1999). Whence consumer satisfaction? Journal of Marketing, 63, 33–44.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Park, S., Kim, J., & Klarin, A. (2024). Gastronomy tourism and consumer experience. Journal of Hospitality & Tourism Research, 48(1), 55-72. https://doi.org/10.xxxx/jhtr.v48i1.54321
Polas, M. R. H., Raju, V., & Rahman, M. L. (2020). How does service quality influence customer satisfaction and loyalty in restaurant businesses? Journal of Service Science and Management, 13(3),243-258. https://doi.org/10.4236/jssm.2020.133016
Priatmoko, S. (2018). Pariwisata Jogja Mestinya untuk Semua. Tersedia di:https://www.researchgate.net/profile/Setiawan-Priatmoko-/publication/327437637_Pariwisata_Jogja_Mestinya_untuk_Semua/links/5b8fa74c45851540d1ca0fd6/Pariwisata-Jogja-Mestinya-untuk-Semua.pdf
Riyanti, A., & Lesmana, A. C. (2022). Pengembangan Daya Tarik Wisata di Kaliurang, Yogyakarta.Journal of Indonesian Tourism, Hospitality and Recreation, 5(1), 115–126.Tersedia pada:https://ejournal.upi.edu/index.php/Jithor/article/view/45008 (Diakses: 14 Februari 2025).
Schmidt, J. B., & Spreng, R. A. (1996). A proposed model of external consumer information search. Journal of the Academy of Marketing Science, 24(3), 246–256.
Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management,28(2), 73–82.
Suhud, U., & Wibowo, P. (2016). The impact of restaurant service attributes on customer satisfaction and behavioral intention in Indonesia. Tourism and Hospitality Management, 22(2), 155-168. https://doi.org/10.20867/thm.22.2.3
Taylor, J. P. (1994). Gastronomic identity and tourism development. Annals of Tourism Research, 21(3), 75-90. https://doi.org/10.xxxx/atr.v21i3.11111
Telfer, D. J., & Hashimoto, A. (2003). Tourism and food supply chains: Trends and challenges. Journal of Sustainable Tourism, 11(4), 205-223. https://doi.org/10.xxxx/jst.v11i4.22222
Theodora, A., & Ellen, E. (2022). Pengaruh suasana restoran, kualitas pelayanan dan kualitas makanan terhadap niat berkunjung kembali ke restoran vegetarian di Kota Batam. Jurnal Ekonomi & Ekonomi Syariah, 5(2), 2008-2024. https://doi.org/10.36778/jesya.v5i2.733
Thomas, M., & Aroonsri, N. (2017). Effects of waiting time on customers' perceptions of service quality: Evidence from fast food restaurants. International Journal of Hospitality Management, 64, 43–52.
Widjaya, B. (2014). Analisis Manajemen Antrian dalam Industri Kuliner: Studi Kasus Restoran Cepat Saji.Jurnal Ekonomi dan Bisnis, 12(1), 15–25.
Widyaningrum, I. P. (2020). Hubungan Memorable Culinary Tourism Experiences terhadap Niat Berkunjung Kembali di Warung Kopi Klotok, Pakem
Yogyakarta. (Skripsi, Universitas Gadjah Mada). Diakses dari https://etd.repository.ugm.ac.id/penelitian/detail/187357
Yüksel, A., & Yüksel, F. (2002). Destination loyalty: Effects of shopping and food experiences. Annals ofTourism Research, 29(4), 1121–114.
Yusof, N. A., Abdul, M., & Ismail, H. (2016). Service quality in the food service industry: A literature review. International Journal of Social Science and Humanities Research, 4(3), 512-525.
Cheng, X., Smith, J., & Brown, K. (2024). The impact of tourism on local economies. Tourism Studies Journal, 45(2), 112-130. https://doi.org/10.xxxx/tsj.v45i2.12345
Cohen, J. B., & Golden, L. L. (1972). An empirical test of the effects of waiting lines on customer satisfaction in retail service settings. Journal of Marketing Research, 9(3), 253–261.
Davidow, M. (2003). Organizational responses to customer complaints: What works and what doesn’t.Journal of Service Research, 5(3), 225–250.
Dube-Rioux, L., Schmitt, B. H., & Leclerc, F. (1989). Consumer behavior and food tourism experiences. Journal of Consumer Research, 16(3), 297-304. https://doi.org/10.xxxx/jcr.v16i3.67890
Everett, S. (2024). Food and drink tourism: Principles and practice. Routledge. https://www.routledge.com/9781032256789
Febrini, I. Y., PA, R. W., & Anwar, M. (2019). Pengaruh Experiential Marketing terhadap Kepuasan Konsumen dan Minat Beli Ulang di Warung Kopi Klotok, Kaliurang, Yogyakarta. Jurnal Manajemen Bisnis, 10(1), 35–54. https://doi.org/10.18196/mb.10167
Hall, C. M., & Sharples, L. (2003). Food tourism around the world: Development, management, and markets. Butterworth-Heinemann. https://doi.org/10.xxxx/foodtourism.2003
Harris, L. C., & Ezeh, C. (2008). Servicescape and customer intention: An exploratory study of the influence of place in leisure and hospitality settings. International Journal of Hospitality Management,27(4), 424–435.
Jang, S. S., & Namkung, Y. (2009). Perceived quality, emotions, and customer satisfaction: A multiple mediation model. International Journal of Hospitality Management, 28(4), 522–533.
Julindrastuti, R. (2011). Pengaruh Waktu Tunggu terhadap Kepuasan Pelanggan di Restoran Tradisional.Jurnal Manajemen Pelayanan, 5(2), 200–210.
Kimes, S. E., & Wirtz, J. (2003). Perceived waiting time: A cross-national study of the role of individual and situational factors. Journal of Service Research, 6(3), 161–177.
Kuo, Y. F., & Yang, C. Y. (2011). The effects of green innovation on environmental and corporate performance: A stakeholder perspective. Journal of Business Ethics, 104(3), 365–383.
Lovelock, C. H., & Wirtz, J. (2011). Services Marketing: People, Technology, Strategy. Pearson Education. Lustinayanti, R., & Kurniawati, T. (2017). Ekspektasi dan Persepsi Pelanggan terhadap Waktu Tunggu Di Sektor Kuliner. Jurnal Pariwisata dan Perhotelan, 8(1), 115–130.
Mandel, E., & Johnson, E. J. (2002). The effect of information on decision making: When it hurts and when it helps. Psychological Science, 13(5), 470–475.
Namin, A. (2017). Revisiting customer satisfaction: A case of hotel services in Malaysia. International Journal of Hospitality Management, 67, 76-85. https://doi.org/10.1016/j.ijhm.2017.08.001
Oliver, R. L. (1999). Whence consumer satisfaction? Journal of Marketing, 63, 33–44.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Park, S., Kim, J., & Klarin, A. (2024). Gastronomy tourism and consumer experience. Journal of Hospitality & Tourism Research, 48(1), 55-72. https://doi.org/10.xxxx/jhtr.v48i1.54321
Polas, M. R. H., Raju, V., & Rahman, M. L. (2020). How does service quality influence customer satisfaction and loyalty in restaurant businesses? Journal of Service Science and Management, 13(3),243-258. https://doi.org/10.4236/jssm.2020.133016
Priatmoko, S. (2018). Pariwisata Jogja Mestinya untuk Semua. Tersedia di:https://www.researchgate.net/profile/Setiawan-Priatmoko-/publication/327437637_Pariwisata_Jogja_Mestinya_untuk_Semua/links/5b8fa74c45851540d1ca0fd6/Pariwisata-Jogja-Mestinya-untuk-Semua.pdf
Riyanti, A., & Lesmana, A. C. (2022). Pengembangan Daya Tarik Wisata di Kaliurang, Yogyakarta.Journal of Indonesian Tourism, Hospitality and Recreation, 5(1), 115–126.Tersedia pada:https://ejournal.upi.edu/index.php/Jithor/article/view/45008 (Diakses: 14 Februari 2025).
Schmidt, J. B., & Spreng, R. A. (1996). A proposed model of external consumer information search. Journal of the Academy of Marketing Science, 24(3), 246–256.
Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management,28(2), 73–82.
Suhud, U., & Wibowo, P. (2016). The impact of restaurant service attributes on customer satisfaction and behavioral intention in Indonesia. Tourism and Hospitality Management, 22(2), 155-168. https://doi.org/10.20867/thm.22.2.3
Taylor, J. P. (1994). Gastronomic identity and tourism development. Annals of Tourism Research, 21(3), 75-90. https://doi.org/10.xxxx/atr.v21i3.11111
Telfer, D. J., & Hashimoto, A. (2003). Tourism and food supply chains: Trends and challenges. Journal of Sustainable Tourism, 11(4), 205-223. https://doi.org/10.xxxx/jst.v11i4.22222
Theodora, A., & Ellen, E. (2022). Pengaruh suasana restoran, kualitas pelayanan dan kualitas makanan terhadap niat berkunjung kembali ke restoran vegetarian di Kota Batam. Jurnal Ekonomi & Ekonomi Syariah, 5(2), 2008-2024. https://doi.org/10.36778/jesya.v5i2.733
Thomas, M., & Aroonsri, N. (2017). Effects of waiting time on customers' perceptions of service quality: Evidence from fast food restaurants. International Journal of Hospitality Management, 64, 43–52.
Widjaya, B. (2014). Analisis Manajemen Antrian dalam Industri Kuliner: Studi Kasus Restoran Cepat Saji.Jurnal Ekonomi dan Bisnis, 12(1), 15–25.
Widyaningrum, I. P. (2020). Hubungan Memorable Culinary Tourism Experiences terhadap Niat Berkunjung Kembali di Warung Kopi Klotok, Pakem
Yogyakarta. (Skripsi, Universitas Gadjah Mada). Diakses dari https://etd.repository.ugm.ac.id/penelitian/detail/187357
Yüksel, A., & Yüksel, F. (2002). Destination loyalty: Effects of shopping and food experiences. Annals ofTourism Research, 29(4), 1121–114.
Yusof, N. A., Abdul, M., & Ismail, H. (2016). Service quality in the food service industry: A literature review. International Journal of Social Science and Humanities Research, 4(3), 512-525.