The New Retail Business Model and Customer Experience: A Case Study on a Coffee Shop Retail

Dera Thorfiani, Noneng Nurjanah

2021

Abstract

Business model innovation is becoming substantial to survive in a dynamic environment. However, the innovation can not stand alone. Customer behaviour is one of the variables that a company should consider when creates a business model innovation. A new business model called new retail (NRBM) is invented to adapt to the digital transformation. The study aims to measures the new retail business model factors: customer, Convenience, cost, communication, and context or distribution channels that could affect consumer experience: sensory experience, emotional experience, and social experience. The quantitative approach: The structural Equation Model (SEM) and the Smart PLS application are used to obtain the data and measure the impact of the independent variable on the dependent variable. The population in this study is Starbucks consumers who have used all online-offline channels and are domiciled in Bandung. Based on data analysis, NRBM and customer experience variables are in the excellent category. It can be proven that NRBM has a positive impact on customer experience when shopping at a coffee shop. Future research can expand the area, involve other retail sectors, and add additional variables that could contribute different results, such as environmental factors and other consumer behaviour variables.

Paper Citation

in Harvard Style

Thorfiani D. and Nurjanah N. (2021). The New Retail Business Model and Customer Experience: A Case Study on a Coffee Shop Retail. In Proceedings of the 3rd International Conference on Applied Economics and Social Science - Volume 1: ICAESS, ISBN 978-989-758-605-7, pages 227-235. DOI: 10.5220/0010860100003255

in Bibtex Style

@conference{icaess21,
author={Dera Thorfiani and Noneng Nurjanah},
title={The New Retail Business Model and Customer Experience: A Case Study on a Coffee Shop Retail},
booktitle={Proceedings of the 3rd International Conference on Applied Economics and Social Science - Volume 1: ICAESS,},
year={2021},
pages={227-235},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010860100003255},
isbn={978-989-758-605-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 3rd International Conference on Applied Economics and Social Science - Volume 1: ICAESS,
TI - The New Retail Business Model and Customer Experience: A Case Study on a Coffee Shop Retail
SN - 978-989-758-605-7
AU - Thorfiani D.
AU - Nurjanah N.
PY - 2021
SP - 227
EP - 235
DO - 10.5220/0010860100003255