Indian Journal of Arts PERSPECTIVE International Quarterly Journal for Arts ISSN 2320 – 6659 EISSN 2320 – 687X © 2016 Discovery Publication
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PERSPECTIVE Indian Journal of Arts International Quarterly Journal for Arts ISSN 2320 – 6659 EISSN 2320 – 687X © 2016 Discovery Publication. All Rights Reserved Designing a coffee shop: did you consider the atmosphere? Publication History Received: 15 January 2015 Accepted: 8 November 2015 Published: 1 March 2016 Citation Siti Aisyah Muhammad, SungPil Lee. Designing a coffee shop: did you consider the atmosphere?. Indian Journal of Arts, 2016, 6(17), 1-15 1 Page Designing A Coffee Shop: Did You Consider The Atmosphere? Siti Aisyah Muhammad1 and SungPil Lee2 1 University Malaysia of Kelantan (UMK), Malaysia [email protected] 2Dongseo University (DSU), South Korea [email protected] ABSTRACT The creative industry has considered service innovation design as a crucial component, which has the significant impact on the perception of the consumer has been proven in the countries that are major in the design market. The purpose of the study is to determine the preferences of the customers in selecting a coffee shop via the successful design that have been implemented in service innovation design and applied Semantic Differential Methodology. The results represent about the implication of the service innovation that explicit the significant information about the perceptions of the customers in the design. This could be useful fundamental data enabling designers to understand the factor of preferences easily and to establish appropriate design concepts for their coffee shop. Keywords: creative industry, service innovation design, atmosphere, coffee shop, physical environment INTRODUCTION This paper intentionally exposes the implementation of service innovation design approach in the cultural and the creative industry. Promoting service innovation design as part of cultural and creative design industries has been implemented in many countries that are major in design industries such as England, Japan, and South Korea (Ko, Lin & Lin, 2009). In addition, the service innovation design has been the 2 second highest output value of the creative industry in England. As quoted by Ko, Lin and Lin (2009, Page p.01), “while service innovation design is under tough competitive pressure from the developing global market, it seems that the local design should be focused on the ‘service’ to adapt an ‘innovation’ to product ‘design’”. Therefore, this paper proposes to illustrate the method of service innovation design, which has a significant impact on the perception of the customers in the innovation regarding a coffee shop. Apparently, the design is developed for the customers, users, clients and so on. The service innovation design, however, emphasizes their perception that lead to the loyalty and satisfaction increases the market industry. In other words, a happy customer leads to the positive perception and increases positive impact to the product and service market. In fact, the world of service market is very much relying on the environmental psychology. Environmental psychologists suggest that the feelings or the emotions of the people determine what they do and how they do it (Donovan & Rossiter, 1982; Mehrabian & Russel, 1974). Perception, in addition, is the instant response to the immediate environment, whereas cognition refers to the process of semantic and verbal classification of perception (Bro, 2000). Impression and customer’s behavioral intention that are related with the customer’s satisfaction whereby physical environment and cognitive emotion do take the decision upon their retention and revisiting the place (Han et al., 2009; Hyun et al., 2011; Ha & Jang, 2013). The creative industry is a wide creative action involving the subjective precise definition, but all contribute to the economic and industrial tendency; art, design, advertising, architecture etc. Hence, service design in innovative product development narrates the aspects of aesthetics, ergonomics, user- friendliness, efficient use of materials, functional performance and so on (Gemser & Leenders, 2001). Consequently, this study examined the relationship between the design attributes of a coffee shop (physical environment) and customer’s preferences (perception) as the example of service innovation design employment in the creative industry. Customers usually obtain their first impression of a product from visual stimuli, including the form (Hsiao, 1994a, 1997), color (Hsiao, 1994b, c), and material (Hao et al., 2001). Bergenwall (1998) states that ‘‘emotions usually lead to some kind of actions by the 3 individual, i.e. they have some kind of consequences''. Despite there are many components and factors Page lead to positive customer’s impression, this study will use KJ Method and Semantic Differential (SD) methodology to explicit the factors of customer’s impression to a design quality of a coffee shop (Bergenwall , 1998). Coffee Shop Historically, the coffee shop in South Korea begins with dabang after the Japanese colonization (1910- 1945) with a very different westernized style and only the royal and the high positions people could afford it. Later in the 1970s, the concept of dabang that involve the DJ playing recorded music upon the request of the customers. Then, the competition among the dabangs in 1980 have created many styles and ideas of its atmosphere and started to be called as a café. In the 1990s, the people thought that the consumption had a style too. Thus, they preferred the cafés with neater interior designs and emphasize professionalism in the coffee choice. Then, there was a huge shift in the Korean café culture’s history in 1999 when Starbucks, the first foreign franchise coffee shop in Korea, was established in Sinchon, Seoul. Starbucks introduced Korea to a new café culture, such as take-out and self-service system without a good-looking waitress and the customer staying at a café alone while reading a book or doing homework. Since then, more foreign franchise coffee shops entered the market with a greater variety of coffee and atmospheres, and more local franchise cafés and small private-owned cafés appeared with their unique features (Jang, 2012). Rust and Oliver (1994) argued that the perception of service quality such as reliability is based on the customer’s evaluation of the physical service factors such as design. In fact, the loyalty of the customer is considered to be an important factor for increasing the profitability and maintaining the position of the organization (Mohammad et.al, 2012). The impression is usually affected by the senses, reviews, social media, and personal experiences that had become a part of the marketing concept. Thus, referring to the literature review, this study has selected two coffee shops in Busan as a subject of the test in order to explicit the factors of the preferences of the customers. 4 Page METHODOLOGY The city in Seomyeon, Busan are provided with various kinds of coffee shops, either international franchise or local, themed or traditional. A pre-test survey has been done with 20 samples in order to decide the most visited and want to be visited coffee shop according to the exterior and the interior of the coffee shops in Seomyeon. The two coffee shops are also selected with the same criteria, which is local Korean franchise coffee shop and are located within 100m bounds. Based on the result, two different styles of coffee shops were selected namely OK Dabang and KAVAN Espresso. OK Dabang has started its business in the year 2005 and currently has 7 franchises until the year 2014. It continues the tradition of the dabang atmosphere where the DJ and music request are provided. OK Dabang in Seomyeon, Busan has been opened in the year 2011 at the corner of a two-storey building. Located at the same junction with OK Dabang, KAVAN Espresso has been opened since the year 2012 that has brought a different atmosphere than OK Dabang. KAVAN Espresso follows the contemporary industrial design interior with modern gallery look. Figure 1 below shows the location of both coffee shops. Figure 1. Both coffee shops locations 5 Page Figure 2. Keywords for the subjects 20 samples were figured their impressions resulted from 101 adjectives for both subjects using the KJ method (Figure 2). Semantic Differential Methodology (SDM) consists of listing the semantic attributes of the product to analyze and to carry out the user tests in which the user must assess the product according to these attributes. The attributes are often defined by pairs of antonymous adjectives, which lie at either end of a qualitative scale. Derived from the adjectives given by the samples, 15 pair’s adjectives are clustered according to the similar and highest repetition of meanings (Tables 1 and Figure 3). Based on the pairwise adjectives, the photographic images were analyzed, categorized and investigated through a questionnaire using the Semantic Differential (SD) methodology. The SD method is applied in order to evaluate the customers’ impressions upon both selected coffee shops. The participants were asked to fill up the questionnaire without visiting the places. A video and a photographic image of OK Dabang and KAVAN Espresso are shown at the beginning of the answering session. The bipolar 5-point scale is used where the participants would evaluate both of the coffee shops based on the nearest accurate impression to the adjectives provided (Table 1). There were 100 samples who participated in this study (male: 49, female: 51) where 61% are the Design Students and 39% are 6 Page from the others category (4%: unemployed; 9%: arts or entertainment field; 16% education field; 4% financial field; 3% public servant; 2% health care field; 1% real estate field). Table 1 The bipolar 5- point scale 1 2 3 4 5 1 INFORMAL FORMAL 2 FLEXIBLE RIGID 3 ORDINARY EXCLUSIVE 4 LEISURE TENSE 5 AFFORDABLE EXPENSIVE 6 NOSTALGIA FUTURISTIC 7 TRADITIONAL MODERN 8 QUIET NOISY 9 GLOOM BRIGHT 10 FUNNY SERIOUS 11 ENJOYMENT LEGISLATIVE 12 SOCIALNESS PRIVACY 13 LOCALITY UNIVERSAL 14 FREEDOM ETIQUETTES 15 ISOLATED UNIFIED RESULTS The results of the bipolar 5-point scale are presented as X-axis representing the pairwise adjectives and the Y-axis is a number of the participants while the series are the 5-point scale.