Analysis of the Influence of Online Reviews, Service Quality, And Cleanliness on Consumers' Intentions to Visit Legendary Restaurants Around Jakarta Old Town
Abstract
This study aims to investigate the impact of online reviews, service quality, and cleanliness on consumers' decisions to visit renowned restaurants in Jakarta's Old Town area. The research employs a combination of observation, visitor interviews, and both qualitative and quantitative data analysis. The results indicate that online reviews play a significant role in shaping consumers' intentions to visit, while service quality and cleanliness also have a notable impact on their choices. The study underscores the importance of managing online reputations and upholding excellent cleanliness standards to increase the attractiveness of legendary restaurants. It aims to provide actionable recommendations for restaurant owners to enhance the overall customer experience.
Downloads
References
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211.https://doi.org/10.1016/0749-5978(91)90020-T
Akbar, R., & Kurniawati, D. (2022). Trust in Online Reviews and Perceived Price on Restaurant Visit Intention Mediated by Attitude. ISOQUANT: Journal of Management Economics and Accounting, 6(2), 145–159.https://doi.org/10.24269/iso.v6i2.1274.
Anaya-Sánchez, R., Molinillo, S., Aguilar-Illescas, R., & Liébana-Cabanillas, F. (2019). Improving travelers' trust in restaurant review sites. Tourism Review.https://doi.org/10.1108/tr-02-2019-0065
Anderson, J.R. (2023). The role of subjective norms in developing entrepreneurial intentions in university students. Journal of Strategy and Management.https://doi.org/10.1108/JSMA-10-2022-0190
Anggraeni, Y. N., & A’yuni, D. S. (2023). The Influence of Promotions, Online Customer Reviews, and Online Customer Ratings on Decisions to Purchase Muslim Clothing Products in E-Commerce Shopee on IKHAC Students. Danadyaksa: Post Modern Economy Journal, 1(1), 37–53. https://doi.org/10.69965/danadyaksa.v1i1.4
Banjaŕnahor, AR, B. Purba, A. Sudarso, SH Sahir, RN Munthe, and I. Kato. (2021). Marketing Communication Management. Kita Menulis Foundation. Medan.
Chakraborty, U., & Bhat, S. (2018). The Effects of Credible Online Reviews on Brand Equity Dimensions and Its Consequences on Consumer Behavior. Journal of Promotion Management, 24(1), 57–82.https://doi.org/10.1080/10496491.2017.1346541
Chin, WW (2010). How to Write Up and Report PLS Analyses. In Handbook of Partial Least Squares (pp. 655-690). Springer. A practical guide to reporting PLS-SEM analysis results.
Cochran, W. G. (1977). Sampling Techniques (3rd ed.). New York: John Wiley & Sons.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297–334.
Farki, A., & Baihaqi, I. (2016). The Influence of Online Customer Review and Rating on Trust and Purchase Interest in Online Marketplaces in Indonesia. ITS Engineering Journal, 5(2).https://doi.org/10.12962/j23373539.v5i2.19671
Fischer, R., & Karl, J. A. (2021). Predicting behavioral intentions to prevent or mitigate COVID-19: A cross-cultural meta-analysis of attitudes, norms, and perceived behavioral control effects. Social Psychological and Personality Science, 12(5), 703–717.https://doi.org/10.1177/19485506211019844
Foedjiawati, F., & Samuel, H. (2005). The Influence of Consumer Satisfaction on Brand Loyalty (Case Study of The Prime Steak & Ribs Restaurant Surabaya). Journal of Management and Entrepreneurship, 7(1), 74-82.https://doi.org/10.9744/JMK.7.1.PP.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.
Hartanto, B. and L. Indriyani,. 2022. Purchase Interest in the Shopee Marketplace. PT Inovasi Pratama Internasional. Page 15.
Hardiana, D. (2018). Community Behavior in Maintaining the Cleanliness of the Coastal Environment of Sasak Ranah Pasisie District, West Pasaman Regency. Buana Journal, 5(2), 496–506.
Hagger, M. S., Cheung, M. W. L., Ajzen, I., & Hamilton, K. (2022). Perceived behavioral control moderating effects in the theory of planned behavior: A meta-analysis. Health Psychology, 41(7), 541–558.https://doi.org/10.1037/hea0001153
Hair, J.F., Hult, G.T.M., Ringle, C.M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). Thousand Oaks: SAGE Publications.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The Use of Partial Least Squares Path Modeling in International Marketing. Advances in International Marketing, 20, 277-319.
Hidayat, M. T., Rohman, A., Busro, B., & Ferdiansyah, M. (2024). The Influence of Promotion on the Public’s Interest in Becoming Customers at KSPPS BMT NU Branch Karang Penang. Malacca: Journal of Management and Business Development, 1(1), 15–22. https://doi.org/10.69965/malacca.v1i1.49
Hlee, S., Lee, J., Yang, S.-B., & Koo, C. (2019). The moderating effect of restaurant type on hedonic versus utilitarian review evaluations. International Journal of Hospitality Management, 77, 471–483.https://doi.org/10.1016/J.IJHM.2018.06.030
Hsieh, J.-K., & Li, Y.-J. (2020). Will you ever trust the review website again? The importance of source credibility. International Journal of Electronic Commerce, 24(2), 255–275.https://doi.org/10.1080/10864415.2020.1715528
Husnah, M., Suhairi, S., & Dharma, B. (2023). Marketing Strategy: Promotion of Kacang Asin Pak Tani Brand Products at Tanjung Anom Village. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 6(2), 910-929. https://doi.org/10.31538/iijse.v6i2.3717
Hwang, J., Park, S., & Woo, M. (2018). Understanding user experiences of online travel review websites for hotel booking behavior: An investigation of a dual motivation theory. Asia Pacific Journal of Tourism Research, 23(4), 359–372.https://doi.org/10.1080/10941665.2018.1444648
Indrasari, M. (2019). Marketing and Customer Satisfaction. Unitomo.
Kim, S., Kandampully, J., & Bilgihan, A. (2018). The influence of eWOM communications: An application of online social network framework. Computers in Human Behavior, 80, 243–254.https://doi.org/10.1016/j.chb.2017.11.015
Kothe, E. J., Mullan, B. A., & Butow, P. (2014). Promoting fruit and vegetable consumption: Testing an intervention based on the theory of planned behavior. Appetite, 78, 68–75.https://doi.org/10.1016/j.appet.2014.03.011
Kothe, E. J. and Mullan, B. A. (2014). A randomized controlled trial of a theory of planned behavior to increase fruit and vegetable consumption. Fresh Facts. Appetite 78C: 68275
Kumara, D., Putranto, AT, & Syahria, S. (2021). The Effect of Promotion and Service Quality on Consumer Satisfaction at the En Dining Japanese Restaurant. Journal of Business and Management Strategy Studies, 5(1).https://doi.org/10.35308/JBKAN.V5I1.3410
Kuncoro, A., & Retnowati, S. (2023). Evaluation of service quality in fast food restaurants using the SERVQUAL and Importance Performance Analysis methods. Journal of Consumer Service Management, 15(3), 45–58.
Kwon, W., Lee, M., Back, K., & Lee, K.Y. (2021). Assessing restaurant review helpfulness through big data: Dual-process and social influence theory. Journal of Hospitality and Tourism Technology.https://doi.org/10.1108/JHTT-04-2020-0077
Lastriyah. 2011. Environmental Cleanliness. Jakarta: Rineka Cipta.
La Barbera, F., & Ajzen, I. (2020). Control interactions in the Theory of Planned Behavior: Rethinking the role of subjective norms. Europe's Journal of Psychology, 16(3), 401–417.https://doi.org/10.5964/ejop.v16i3.2056
Lee, J., Jeong, M., & Zhang, L. (2018). Exploring the Impact of Online Customer Reviews on Hotel Reservation Decision-making: An Experimental Study. International Journal of Hospitality Management, 39, 71–83.https://doi.org/10.1016/j.ijhm.2018.06.001
Lee, S., Jeong, J., & Zhang, Y. (2020). The role of perceived risk in the relationship between online reviews and purchase intention. Journal of Retailing and Consumer Services, 52, 101-112.
Lee, S.-M., & Kim, M. (2023). How can restaurant companies effectively deliver CSR efforts to consumers on social media? Behavioral Sciences, 13(3), 211.https://doi.org/10.3390/bs13030211
Lynch, K. (1964). The Image Of The City.https://www.miguelangelmartinez.net/IMG/pdf/1960_Kevin_Lynch_The_Image_of_The_City_book.pdf
Meek, S., Wilk, V., & Lambert, C. (2021). A big data exploration of the informational and normative influences on the helpfulness of online restaurant reviews. Journal of Business Research, 131, 560–569.https://doi.org/10.1016/j.jbusres.2020.12.001
Meitiana, M. (2017). Consumer Purchasing Behavior: A Literature Review of the theory of planned behavior. Journal of Modern Economics, 13(1), 16.https://doi.org/10.21067/jem.v13i1.1762
Mentari, DA (2022). Analysis of factors influencing consumer decisions in visiting restaurants in the Old Town area of Jakarta. Journal of Tourism and Hospitality Science, 10(1), 56–67.
Mentu, MD, Soepeno, D., & Roring, F. (2023). The Influence of Cleanliness, Product Display, and Facilities on Purchasing Decisions at the Midal Tanta Rosye Restaurant in Woloan Tomohon. EMBA Journal: Journal of Economic, Management, Business and Accounting Research, 11(4), 1632–1641.https://doi.org/10.35794/emba.v11i4.52810
Murtini, S. (2021). Normative consideration on purchase decision. Golden Ratio of Mapping Idea and Literature Format, 1(2), 78–88. ISSN 2789-1181.https://doi.org/10.52970/grmilf.v1i2.89
Nilashi, M., Ahmadi, H., Arji, G., Alsalem, K., Samad, S., Ghabban, F., Alzahrani, AO, Ahani, A., & Alarood, A. (2021). Big social data and customer decision making in vegetarian restaurants: A combined machine learning method. Journal of Retailing and Consumer Services, 62, 102630.https://doi.org/10.1016/J.JRETCONSER.2021.102630
Norlia, N., & Mastura, M. (2020). Relationship between attitude, subjective norm, and perceived behavioral control of learning practices among boarding school students. Journal of Educational Development, 3(1), 23–28.https://doi.org/10.32698/0891
Obiedat, R., Qaddoura, R., Al-Zoubi, A.M., Al-Qaisi, L., Harfoushi, O., Alrefai, M., & Faris, H. (2022). Sentiment analysis of customers' reviews using a hybrid evolutionary SVM-based approach in an imbalanced data distribution. IEEE Access, 10, 22260–22273.https://doi.org/10.1109/ACCESS.2022.3149482
Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.https://doi.org/10.1177/002224378001700405
Pappas, N. (2016). Marketing strategies, perceived risks, and consumer trust in online buying behavior. Journal of Retailing and Consumer Services 29: 922 103.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.https://doi.org/10.2307/1251430
Peng, Y., & Min, H.-Y. (2020). Older employees' postretirement work planning: An application of the theory of planned behavior. Career Development International, 25(5), 565–579.https://doi.org/10.1108/CDI-02-2020-0038
Peng, J., Strijker, D., & Wu, Q. (2020, February 6). Place identity: How far have we come in exploring its meanings?. Frontiers.https://www.frontiersin.org/journals/psychology/articles/10.3389/fpsyg.2020.00294/full
Prabowo, MS, Santoso, NK, & Widari, H. (2020). Effectiveness of Providing Education Using the Lecture Method on Personal Hygiene Knowledge for Prisoners at Class IIB Wates Kulon Progo Prison.
Prakoso, A. (2022). The Influence of Word of Mouth, Price, and Service Quality on Visitor Decisions at Ragunan Wildlife Park. Journal of Economics and Business, 15(1), 45–59.
Prakoso, H. (2022). Service quality as a factor influencing customer loyalty in big city restaurants. Indonesian Journal of Economics and Management, 28(3), 124–138. ISSN 2355-8901
Pratiwi, D., Lumbanraja, MMM, & Junaidi, R. (2023). The Influence of Word of Mouth and Brand Image on Purchasing Decisions and Consumer Satisfaction in Pekanbaru Traditional Restaurants. Journal of Business and Economics Research (JBE), 4(2), 194-206.https://doi.org/10.47065/jbe.v4i2.3650
Pratiwi, LS, Riyanjaya, A., & Andarini, F. (2023). Determining factors in consumer decisions to visit historical culinary places in Jakarta. Indonesian Tourism and Culinary Journal, 12(4), 78–89.
Rahma, MS, Wardono, P., & Budiarti, LN (2017). The Influence of Restaurant Interior Elements on Consumer Nostalgia Experience. Journal of Visual Art and Design, 9(2), 67-86.https://doi.org/10.5614/J.VAD.2017.9.2.2.
Ratnasari, K. (2019). Analysis of Visitor Segmentation Based on Activity, Interest, Opinion (AIO) in Petak 9 Glodok Area. Journal of Tourism Industry, 1(2), 125–134.https://doi.org/10.36441/pariwisata.v1i2.22
Riyanjaya, NA, & Andarini, S. (2022). The Influence of Online Customer Review and Online Customer Rating on Purchase Interest of Wardah Products on the Online Shopping Site Shopee. El-Mal: Journal of Islamic Economics & Business Studies, 3(5), 927–944.https://doi.org/10.47467/elmal.v3i5.1179
Rosyid, M. A. ., Zuana, M. M. M. ., & Muawanah, M. (2023). The Influence of Halal Labels and Electronic Word of Mouth (E-WOM) on Purchase Decisions of Food and Beverage Products on the Shopee Online Site. Majapahit Journal of Islamic Finance and Management, 3(1), 15–31. https://doi.org/10.31538/mjifm.v3i1.34
Santosa, LW (2018, August 9). Legendary Culinary in the Eyes of William Wongso. Antara News.https://www.antaranews.com/berita/735175/kuliner-legendaris-di-mata-william-wongso
Sanyal, S.N. (2014). Attitude of Indian consumers towards luxury brands scale to luxury items. International Journal Indian Culture and Business Management, Vol. 9, no. 3.
Sekaran, U., & Bougie, R. (2020). Research methods for business: A skill-building approach (8th ed.). Wiley.
Simanihuruk, P., Tamba, D., & Sagala, R. (2020). The influence of attitudes, subjective norms and perceived behavioral control on entrepreneurial interest with the Theory of Planned Behavior approach (Case study on students of the Faculty of Economics, Santo Thomas University, Medan). Journal of Economics, 21(1), 119–140. ISSN 1693-1662
Sudarso, A. (2016). Hotel Services Marketing Management. Deepublish.
Sussman, R., & Gifford, R. (2018). Causality in the theory of planned behavior. Personality and Social Psychology Bulletin, 45(6), 920–933.https://doi.org/10.1177/0146167218801363
Sugiyono. (2021). Quantitative, Qualitative, and R&D Research Methods. Alphabet.
Syaputra, A. (2021). Testing the impact of educational background on students' entrepreneurial intentions using the Theory of Planned Behavior. Journal of Strategic Management and Business, 4(1), 43–52.https://doi.org/10.36407/jmsab.v4i1.275
Tjiptono, F. (2017). Strategic Marketing. Andi.
Tsai, A., & Tan, AYK (2022). The expanded theory of planned behavior in the context of environmental protection behaviors for undergraduates: Roles of moral norms and university class standings. International Journal of Environmental Research and Public Health, 19(15), 9256.https://doi.org/10.3390/ijerph19159256
Wiastuti, R., & Tirto, A. (2018). Cleanliness and Speed of Service as Key Factors of Consumer Satisfaction in Airport Hotels. Journal of Hospitality and Tourism, 12(3), 45–58.
Wiastuti, R., & Tirto, RT (2018). Determinants of Consumer Satisfaction and Dissatisfaction at International Airport Hotels at Soekarno Hatta Airport Tangerang. National Conference of Creative Industry.https://doi.org/10.30813/ncci.v0i0.1210.
Wirtz, J., & Zeithaml, V. A. (2017). Cost-effective Service Excellence: Lessons from Singapore Airlines. Business Horizons, 61(5), 67–80.https://doi.org/10.1016/j.bushor.2017.04.006
Copyright (c) 2025 John Pier Christian Israel Boanerges, Valisca Valisca, Vasco A. H. Goeltom, Wulanmeiaya Wowor
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
