scholarly journals PERBEDAAN CUSTOMER SERVICE EXPERIENCE PADA GENERASI Y DAN GENERASI Z DALAM MELAKUKAN PEMESANAN ONLINE FOOD DELIVERY MELALUI APLIKASI GO-FOOD

2019 ◽  
Vol 2 (2) ◽  
pp. 154-164
Author(s):  
Viany Revita Wijaya ◽  
Grace Irene Warouw ◽  
Sienny Thio
Keyword(s):  
Customer Service ◽  
Generation Y ◽  
Quantitative Research ◽  
Food Service ◽  
Food Delivery ◽  
T Test ◽  
Value For Money ◽  
Service Experience ◽  
Generation Z ◽  
Two Generations

 ABSTRAKPenelitian ini bertujuan untuk mengetahui customer service experience dari generasi Y dan generasi Z serta melihat apakah terdapat perbedaan pada dua generasi tersebut dalam melakukan pemesanan online food delivery melalui aplikasi GO-FOOD yang dilihat dari faktor psikologis dan faktor fungsional. Penelitian kuantitatif digunakan dalam penelitian ini dengan menyebarkan kuesioner kepada 145 responden generasi Y dan 128 responden generasi Z di Surabaya. Selanjutnya, data diolah dengan menggunakan analisa statistik deskriptif dan independent sample t-test untuk mengetahui apakah terdapat perbedaan signifikan dari dua generasi tersebut dalam melakukan pemesanan makanan secara online. Hasil penelitian menunjukkan bahwa hanya “trust” dan “value for money” yang merupakan sub-variabel dari faktor psikologis yang memiliki perbedaan yang signifikan antara generasi Y dan Z. Kata Kunci : Customer service experience, generasi Y, generasi Z, online food delivery. DIFFERENCES IN CUSTOMER SERVICE EXPERIENCE BETWEEN GENERATION Y AND GENERATION Z IN ORDERING FOOD SERVICE DELIVERY USING GO-FOOD APPLICATION  ABSTRACTThis research aims to investigate customer service experience of generation Y and generation Z and to examine differences between the two generations in ordering online food delivery using GO-FOOD application from the perspective of psychological dan functionality factor. Quantitative research was employed in this paper by distributing questionnaires to 145 respondents of generation Y and 128 respondents of generation Z in Surabaya. Then, data was processed using descriptive statistics analysis and independent sample t-test in order to investigate whether there is a significance difference between the two generations in ordering online food delivery. The result of this research shows that only “trust” and “value for money” which are sub-variables of psychological factor have significantly difference between generation Y and generation Z.Keywords : Customer service experience, online food delivery, x generation, y generation

scholarly journals Closer together or further apart? Values of hero generations Y and Z during crisis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shabnam Azimi ◽  
Yana Andonova ◽  
Charles Schewe
Keyword(s):  
Generation Y ◽  
Online Survey ◽  
Economic Recession ◽  
Human Values ◽  
Environmental Crisis ◽  
Value System ◽  
Content Type ◽  
Generation Z ◽  
Two Generations ◽  
Cohort Theory

Purpose Drawing upon cohort theory, the age-period-cohort framework and the portrait value system, this paper aims to examine differences in basic human values between generations Y and Z as they are shaped by recent major events (most importantly the COVID-19 pandemic). Design/methodology/approach Hypothesized differences between values of generation Y and Z were tested using a content analysis of recent articles (Study 1) and an online survey through a prolific crowdsourcing website (Study 2). Findings This research finds that while both generations value universalism and benevolence, Generation Y is more likely to conform and follow traditions while Generation Z values stimulation, hedonism and achievement more. The top two COVID-19 concerns for both groups were the health of others and financial security. Generation Y is more concerned about the economy while Generation Z is more worried about uncertainty in their future. Research limitations/implications This paper provides insight into how the current environmental crisis has shaped the values of generations Y and Z and offers an understanding of the similarities and differences in values between these two generations. Practical implications The findings have direct implications for the design of products/services and for the creation of effective marketing communications to reach these two consumer groups. Originality/value This research is novel in identifying the basic human values of generations Y and Z as they are shaped by recent events such as the most recent economic recession and COVID-19.

scholarly journals PERBEDAAN PENGETAHUAN GIZI, SIKAP DAN PERILAKU TENTANG VISUAL GIZI SEIMBANG ANTARA DUA GENERASI DI GEREJA GSKI REHOBOT KEBON JERUK JAKARTA

2021 ◽  
Vol 10 (2) ◽  
pp. 120-129
Author(s):  
Ruth Gracia Dau Vanes Parapat ◽  
Vitria Melani ◽  
Yulia Wahyuni ◽  
Rachmanida Nuzrina ◽  
Laras Sitoayu
Keyword(s):  
Generation Y ◽  
Sampling Bias ◽  
Nutritional Knowledge ◽  
Research Subjects ◽  
Cross Sectional ◽  
Generation Z ◽  
Two Generations ◽  
Design Selection ◽  
And Behavior ◽  
Attitudes And Behavior

Background: Generation Y (Millennial) and generation Z (IGeneration) are proven to be the two generations that dominate the use of information communication technology today. Living in a rapidly developing technology era and abundant information should make them have nutritional knowledge, attitudes and behavior towards a good visual balanced nutrition. However, Riskesdas 2018 shows an increase in the prevalence of obesity in adults by 21.8%. This high prevalence is said to be an indicator of low knowledge about balanced nutrition even though the two generations live in an era of abundant information.Objectives: Analyzing differences in nutritional knowledge, attitudes and behavior regarding visual balanced nutrition between generation Y and generation Z.Methods: This research is an observational analytic study with cross sectional design. Selection of research subjects with total sampling. A sample of 40 respondents was obtained from generation Y and 40 respondents from generation Z. Using the independent t-test statistical test to determine differences in nutritional knowledge, attitudes and behaviors regarding balanced nutrition visuals (balanced nutrition cone and my plate) in generation Y and generation Z.Results: There are differences in nutritional knowledge in generation Y and generation Z (p = 0.0001), there are differences in attitudes about visual balanced nutrition in generation and generation Z (p = 0.0001), and there are differences in nutritional behavior towards visual balanced nutrition of generation Y and generation Z (p = 0.029). From the above values, it can be said that the value of sampling bias on nutritional knowledge and attitudes is smaller than behavior.Conclusion: The three results show that there are differences in nutritional knowledge, attitudes and behavior between these two generations.

scholarly journals The Relationship Between Work Engagement of Different Generations and Mobile Learning

2019 ◽  
Vol 67 (6) ◽  
pp. 1627-1642
Author(s):  
Gita Statnickė ◽  
Asta Savanevičienė ◽  
Ignas Šakys
Keyword(s):  
Technology Acceptance ◽  
Mobile Learning ◽  
Generation X ◽  
Work Engagement ◽  
Generation Y ◽  
Quantitative Research ◽  
Generation Z ◽  
Acceptance Model ◽  
Post Hoc ◽  
The Relationship

As regards work engagement, different generations are affected by different factors. The aim of this paper is to determine whether there is a relationship between work engagement and mobile learning and whether there are significant variances between work engagement and mobile learning among different generational cohorts. Methods: Quantitative research was performed using “Individual Innovativeness Scale” developed by Hurt, Joseph and Cook (1977) and “The Mobile Learning Scale (MBC)”, formed by Fatima, Ghandforoush, Khan and Masico (2017), applying the Technology Acceptance Model (TAM). The research included 231 representatives of different generations working in the organisations which used mobile learning in workplace and employed representatives of all four generations in Lithuania, EU. For statistical analysis two-way ANOVA was used, followed by post hoc pairwise comparisons (Bonferroni correction). Findings: There are significant differences in work engagement by different generations and mobile learning. Vigor, dedication and absorption were significantly affected by generation and by mobile learning. Conclusions: Generation X and Generation Y are more engaged in the workplace than Generation Z. Generation Z is more prone to using mobile learning in the workplace than Generation X and Generation Y; in comparison to other generations, the Baby Boomers are least prone to using mobile learning in the workplace. Recommendation: A focus on Generation Z mobile learning in the workplace would increase their work engagement.

scholarly journals Faktor-Faktor Yang Memengaruhi Keputusan Pembelian Konsumen Generasi Z Di Restoran Wilayah Kelapa Gading

2021 ◽  
Vol 4 (1) ◽  
pp. 26
Author(s):  
Jimmy Muller Hasoloan Situmorang ◽  
Regine Novania ◽  
Christel Natalia
Keyword(s):  
Customer Service ◽  
Quantitative Research ◽  
Purchase Decisions ◽  
Junk Food ◽  
Brand Name ◽  
Inferential Statistics ◽  
The North ◽  
Generation Z ◽  
Beverage Industry ◽  
Food And Beverage

<p align="center"><strong>ABSTRAK</strong></p><p><strong> </strong></p><p>Meningkatnya jumlah usaha makanan dan minuman serta berkembangnya teknologi dengan sangat pesat setiap tahunnya, membuat aktivitas untuk makan dan minum di luar rumah menjadi sebuah gaya hidup yang baru. Generasi Z dikenal dengan generasi yang menyukai hal yang praktis, contohnya mereka lebih memilih untuk membeli makanan dari restoran daripada menyiapkan dan memasak makanan di rumah. Oleh karena itu, penelitian ini dilakukan untuk mencari tahu tentang faktor-faktor apa saja yang memengaruhi keputusan pembelian konsumen generasi Z di restoran Kelapa Gading. Kecamatan Kelapa Gading dipilih karena daerah tersebut memiliki jumlah restoran paling banyak dibandingkan dengan kecamatan yang berada di Jakarta Utara. Data yang digunakan merupakan hasil survey dari kuisioner yang dibuat dengan skala likert. Penelitian ini merupakan penelitian kuantitatif dan menggunakan statistik inferensial untuk menganalisis hubungan variabel-variabel yang digunakan dengan keputusan pembelian konsumen generasi Z. Terdapat enam faktor yang diteliti yaitu layanan pelanggan, ketersediaan variasi dan makanan cepat saji, pemeliharaan privasi, nama merek, ketersediaan makanan siap saji, dan protokol kesehatan. Hasil yang didapatkan adalah hanya tiga faktor yang memiliki pengaruh yang signifikan terhadap keputusan pembelian generasi Z di restoran wilayah Kelapa Gading yaitu ketersediaan variasi dan makanan cepat saji, nama merek, dan ketersediaan makanan cepat saji,  sedangkan tiga faktor lainnya tidak memiliki pengaruh yang banyak.</p><p><strong>Kata Kunci</strong>: statistik inferensial, generasi Z, keputusan pembelian, restoran</p><p align="center"><strong><em>                             </em></strong></p><p align="center"><strong><em>ABSTRACT</em></strong></p><p><em>The number of food and beverage industry and the development of its technology has grown very rapid annually, thus made the eating and drinking activities outside the homes become a new lifestyle. Generation Z is known as the generation that likes practicality, for example, they prefer to buy food from restaurants rather than preparing and cooking food at home. Consequently, this study will reveal factors that influence the purchase decisions of generation Z consumers in restaurants in Kelapa Gading district. The decision to choose Kelapa Gading district because it has the most restaurants amongst all the North Jakarta districts. The data used are the results of a survey from a questionnaire made with a Likert scale. This research is a quantitative research and uses inferential statistics to analyze the relationship between the six variables for generation Z consumers. The six variables are customer service, variety and junk food, maintenance of privacy, brand name, ready-made food, and health protocol. From the six factors studied, there are three factors that have significant influence on the purchase decisions of Generation Z at Kelapa Gading area restaurant which were availability of variety and junk food, brand name, and availability of ready-made food  while the other three factors do not have much influence regarding the purchase decision.</em><em></em></p><strong><em>Keywords:</em></strong><em> inferential statistics, generation Z, purchase decisions, restaurants</em>

scholarly journals Developing Critical Thinking in the Next Generation of Teachers at Universities:

2021 ◽  
Vol 10 (1 (19)) ◽  
pp. 121-137
Author(s):  
Erika Novotna
Keyword(s):  
Critical Thinking ◽  
University Students ◽  
Generation Y ◽  
Next Generation ◽  
Objective Reality ◽  
Underlying Assumption ◽  
Generation Z ◽  
The World ◽  
Two Generations ◽  
Faculty Of Education

The world of education has changed. Information is available anywhere and at any time. It can be daunting to understand and assess it and to distinguish a hoax from objective reality. The training of future teachers at universities needs to be changed so that a graduate from a Faculty of Education will become a professional capable of teaching others how to learn. Teachers can no longer only transmit information and evaluate how students acquire it. They should make learning meaningful and guide learners toward critical thinking. The underlying assumption is that they themselves can think critically. The aim of the study is to compare the level of critical thinking in university students between two generations of students, Generation Y (Millennials) and Generation Z (the iGeneration).

scholarly journals Pokolenie Y na rynku żywności – perspektywa placówek gastronomicznych

2020 ◽  
Vol 20(35) (1) ◽  
pp. 40-51
Author(s):  
Barbara Kucharska ◽  
Mirosława Malinowska
Keyword(s):  
Customer Service ◽  
Generation Y ◽  
Food Service ◽  
Service Market ◽  
Market Trends ◽  
Distinguishing Features

The aim of the article is to identify selected elements of behaviors of generation Y on the market of catering services and activities undertaken by catering establishments in the context of these behaviors. The purpose of the article was accomplished by literature studies, information from branche magazines, and direct research carried out by the authors of the article. Identification of the distinguishing features of gastronomic establishments suitable to the specificity of generation Y was based on the analysis of the content of information contained on the websites of these establishments. The results of research and analysis indicate that Generation Y is an extremely important entity on the food service market - it is not only large in number, but also innovative, active, fast and demanding. Behaviors of generation Y determine modern market trends and force gastronomic establishments in accordance with these trends - in terms of the offer, its diversity and availability, as well as the virtualization of customer service elements.

An investigation of book reading habits levels and correct decision-making styles in terms of some variables: A research on coach and referees

2020 ◽  
Vol 8 (4) ◽  
pp. 849-865
Author(s):  
Mihriay Musa ◽  
Keyword(s):  
Decision Making ◽  
Quantitative Research ◽  
Simple Random Sampling ◽  
T Test ◽  
Book Reading ◽  
Correct Decision ◽  
Reading Habits ◽  
Significance Level ◽  
Decision Making Styles ◽  
The Universe

In this study, it was aimed to examine the reading habits levels and making the correct decision styles of basketball, handball, volleyball, and football coaches and referees in terms of some variables, the research was carried out with the general survey model, one of the quantitative research designs, the active coaches and referees of basketball, football, volleyball, and handball in İzmir, Denizli and Uşak provinces constituted the universe of the study, the sample of the study, on the other hand, consisted of 98 participants, 52 of whom were coaches and 46 were referees, determined by the simple random sampling method, one sample t-test at a 0.05 significance level was conducted to determine whether the sample represented the universe equally and homogeneously. Melbourne decision making scale I-II, and book reading habits scale were used to collect data in the study. Since the data are suitable for normal distribution, the t-test in comparing the pairwise means; parametric tests such as one-way ANOVA tests were used at 0.05 significance level in comparing the mean scores of more than two groups. In terms of education levels, it has been observed that female coaches and referees studying at faculties of sports sciences have higher levels of reading habit, love of reading, and being influenced by books. In addition, it was determined that individuals who trust and respect the decisions of their families have higher reading habits and correct decision-making styles and do not panic during the decision-making process.

MEDIA LITERASI BAGI DIGITAL NATIVES: PERSPEKTIF GENERASI Z DI JAKARTA

2018 ◽  
Vol 6 (1) ◽  
pp. 60
Author(s):  
Ranny Rastati
Keyword(s):  
Social Media ◽  
Media Literacy ◽  
Generation Y ◽  
Role Model ◽  
Digital Natives ◽  
The Internet ◽  
Positive Image ◽  
Generation Z ◽  
Internet Users ◽  
Depth Interview

In 2017 the majority of internet users are 19-34 years old or 49.52% (APJI, 2017). Almost half of the internet users in Indonesia are digital natives who were born after 1980: Generation Y (1980-1995) and Generation Z (1996-2009). This research will be focused on Generation Z as the true generation of the internet. Generation Z was born when the internet is available, a contrast to Generation Y who is still experiencing the transition of the internet. The purpose of this research is to find an effective way of providing information about media literacy to Generation Z. Through descriptive qualitative, the study was conducted with in-depth interview and observation toward 12 university students in Jakarta. The results showed that there are four effective ways of providing information about media literacy which is i) videos distributed to social media such as Youtube and Instagram, ii) interesting memes in communicative style, iii) through selebgram or micro-celebrity in Instagram who is consider as a role model and have a positive image, and iv) roadside billboards. Another interesting finding is that male informants tend to like media literacy information through videos and memes, while female informants prefer campaigns conducted by positive image selebgram and billboard. AbstrakPada tahun 2017 pengguna internet di Indonesia mayoritas berusia 19-34 tahun yaitu sebanyak 49,52% (APJI, 2017). Dari data tersebut terlihat bahwa hampir sebagian pengguna internet di Indonesia adalah digital natives atau penutur asli teknologi digital yaitu orang-orang yang lahir setelah tahun 1980: Generasi Y (1980-1995) dan Generasi Z (1996-2009). Penelitian ini akan difokuskan kepada Generasi Z karena mereka dianggap sebagai sebenar-benarnya generasi internet. Generasi Z lahir saat teknologi tersebut sudah tersedia, berbeda dengan Generasi Y yang masih mengalami transisi teknologi hingga menuju internet. Tujuan penelitian ini adalah mencari tahu cara yang efektif dalam memberikan informasi mengenai media literasi kepada generasi Z. Metode yang digunakan adalah deskriptif kualitatif dengan observasi dan wawancara mendalam. Informan berjumlah 12 orang mahasiswa di Jakarta. Hasil penelitian menunjukkan bahwa ada empat cara yang efektif dalam memberikan informasi mengenai media literasi yaitu i) video yang disebarkan ke media sosial seperti Youtube dan Instagram, ii) meme menarik dengan bahasa yang mudah dimengerti, iii) melalui selebgram yang menjadi panutan dan berimage positif, dan iv) papan iklan di pinggir jalan. Temuan menarik lainnya adalah informan laki-laki cenderung menyukai informasi media literasi melalui video dan meme yang disebarkan ke media sosial, sementara perempuan lebih menyukai kampanye yang dilakukan oleh selebgram berimage positif dan papan iklan.

Low-Wage Women’s Experiences of Workplace Incivilities

2021 ◽  
pp. 193672442110147
Author(s):  
Katherine Tindell ◽  
Irene Padavic
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Food Service ◽  
Future Research ◽  
Income Loss ◽  
Service Workers ◽  
Bank Teller ◽  
Depth Interviews ◽  
Service Representative ◽  
Research And Policy

Workplace incivility, also called bullying, mobbing, and harassment, is pervasive and takes a high toll on employees. This study draws on 18 in-depth interviews with women in the precarious, low-wage, service sector in jobs such as customer service representative, retail sales, food service, pharmacy technician, and bank teller. Women service workers are a particularly vulnerable group, and yet most research on workplace problems of this type focus on professional women’s experience. We find that in this sample, most incivilities came from supervisors, followed by customers and then coworkers. Among supervisors, women were the most common perpetrators, while customer and coworker perpetrators were largely men. The type of incivility varied depending on role: Disparagement was common on the part of supervisors and customers, while coworkers were far more likely to engage in sexual harassment, which was virtually nonexistent among supervisors. Consequences for targets of these incivilities included anxiety, which most had experienced, and income loss. We offer suggestions for future research and policy.

Supporting Health Care Staff With Family Meals During the COVID-19 Pandemic

2021 ◽  
pp. 152483992110035
Author(s):  
Jennifer Utter ◽  
Sally McCray
Keyword(s):  
Health Care ◽  
Social Engagement ◽  
Food Service ◽  
Food Delivery ◽  
Family Meals ◽  
Care Staff ◽  
Health Care Staff ◽  
Health And Wellness ◽  
Wellness Program ◽  
Marketing Department

Family meals provide a unique opportunity for families to eat well and engage positively with each other. In response to the challenges presented by the COVID-19 (coronavirus disease 2019) pandemic, a new initiative to support health care staff to share healthy meals with their families was developed. At a hospital in Queensland, Australia, dietetic staff collaborated with the on-site food service retailer to develop and offer a range of hot meals that staff could take home for their families at the end of their day. The meals were nutritious, reasonably priced, and designed to feed a family of four. The dietetic staff worked with the hospital marketing department and staff health and wellness program to promote the initiative. Over the 3 months that it has been running, nearly 300 meals have been purchased. Anecdotal comments from the food service retailer highlighted that the initiative was a good thing to do for staff to maintain a positive reputation of the business. The staff evening meal initiative is a healthy, affordable, educational, and socially engaging alternative to takeaway meals and food delivery by app, and it is mutually beneficial for health care staff and the on-site food retailer. The initiative also offers a unique opportunity for promoting nutrition and social engagement during stressful times.

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