From Digital Discovery to Offline Conversion: The Role of Google Business Profile in Driving Consumer Emotions, Visit Intention, and Purchase Intention among Cafés in Bandung

Gina Nurul Azqiah; Cantika Alya Fadhila; Alma Amelia Febrian; Syaiba Alysia Subagja; Novi Fitriani

doi:10.69693/ijim.v4i3.1636

Authors

Gina Nurul Azqiah Politeknik Negeri Bandung
Cantika Alya Fadhila Politeknik Negeri Bandung
Alma Amelia Febrian Politeknik Negeri Bandung
Syaiba Alysia Subagja Politeknik Negeri Bandung
Novi Fitriani Politeknik Negeri Bandung

DOI:

https://doi.org/10.69693/ijim.v4i3.1636

Keywords:

Google Business Profile, PAD Theory, Theory of Planned Behavior, Quality–Intention Framework, Purchase intention

Abstract

Google Business Profile (GBP) telah menjadi salah satu platform digital yang berperan penting dalam memengaruhi perilaku konsumen pada sektor usaha kuliner, termasuk kedai kopi. Penelitian ini bertujuan untuk menganalisis bagaimana kualitas informasi dan tampilan Google Business Profile memengaruhi niat berkunjung dan niat membeli konsumen melalui integrasi Pleasure–Arousal–Dominance (PAD) Theory, Theory of Planned Behavior (TPB), dan Quality–Intention Framework. Penelitian menggunakan pendekatan kuantitatif dengan desain survei terhadap 226 pengguna Google Business Profile yang pernah mencari informasi mengenai kedai kopi. Data dikumpulkan menggunakan kuesioner terstruktur dan dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) untuk menguji hubungan antarvariabel dalam model penelitian. Hasil penelitian menunjukkan bahwa kualitas tampilan dan informasi yang disajikan pada Google Business Profile berpengaruh positif terhadap respons emosional pengguna yang meliputi pleasure, arousal, dan dominance. Respons emosional tersebut selanjutnya membentuk sikap, norma subjektif, dan persepsi kontrol perilaku sebagaimana dijelaskan dalam Theory of Planned Behavior, yang secara signifikan meningkatkan niat konsumen untuk mengunjungi serta membeli produk di kedai kopi. Selain itu, kualitas informasi dan pengalaman digital yang diberikan melalui GBP secara langsung maupun tidak langsung memengaruhi intensi perilaku konsumen. Integrasi antara teori PAD, TPB, dan Quality–Intention Framework terbukti memberikan model yang komprehensif dalam menjelaskan proses perubahan pengalaman digital menjadi perilaku nyata konsumen. Penelitian ini memberikan kontribusi teoretis dengan memperluas penerapan ketiga pendekatan tersebut dalam konteks pemasaran digital serta memberikan implikasi praktis bagi pemilik kedai kopi untuk mengoptimalkan Google Business Profile melalui penyajian informasi yang akurat, visual yang menarik, serta pengelolaan ulasan pelanggan guna meningkatkan minat kunjungan dan keputusan pembelian konsumen.

Downloads

Download data is not yet available.

References

Allameh, S. M., & Rostami, N. A. (2014). Survey Relationship Between Organizational Justice And Organizational Citizenship Behavior. International Journal Of Management Academy, 2(3), 1–8.

Aselage, J., & Eisenberger, R. (2003). Perceived Organizational Support And Psychological Contracts: A Theoretical Integration. Journal Of Organizational Behavior, 24(5), 491–509. Https://Doi.Org/10.1002/Job.211

Aziz, S., Bahadur, W., Zulfiqar, S., Sarwar, B., Chandia, K. E., & Iqbal, M. B. (2018). Do Emotions Bring Customers To An Environment: Evidence From Pakistani Shoppers? Cogent Business And Management, 5(1), 1–23. Https://Doi.Org/10.1080/23311975.2018.1536305

Bangun, C. S., Suhara, T., & Husin, H. (2023). The Application Of Theory Of Planned Behavior And Perceived Value On Online Purchase Behavior. Technomedia Journal, 8(1SP), 123–134. Https://Doi.Org/10.33050/Tmj.V8i1sp.2074

Cariera, D., Joewono, T. B., & Belgiawan, P. F. (2023). The Influence Of Attitudes, Subjective Norms, And Perceived Behavioral Control Of Commuter Intentions To Use Public Transportation In Greater Bandung, Indonesia. The Asian Journal Of Technology Management, 16(1), 13–31. Https://Doi.Org/10.12695/Ajtm.2023.16.1.2

Cheung, G. W., Cooper-Thomas, H. D., Lau, R. S., & Wang, L. C. (2024). Reporting Reliability, Convergent And Discriminant Validity With Structural Equation Modeling: A Review And Best-Practice Recommendations. Asia Pacific Journal Of Management, 41(2), 745–783. Https://Doi.Org/10.1007/S10490-023-09871-Y

Colquitt, J., Lepine, J., & Wesson, M. (2018). Organizational Behavior: Improving Performance And Commitment In The Workplace (6th Ed.). Mcgraw-Hill.

Dahal, N., Neupane, B. P., Pant, B. P., Dhakal, R. K., Giri, D. R., Ghimire, P. R., & Bhandari, L. P. (2024). Participant Selection Procedures In Qualitative Research: Experiences And Some Points For Consideration. Frontiers In Research Metrics And Analytics, 9. Https://Doi.Org/10.3389/Frma.2024.1512747

George, J. M., & Jones, G. R. (2012). Understanding And Managing Organizational Behavior (6th Ed.). Prentice Hall.

Gerrath, M. H. E. E., Mafael, A., Ulqinaku, A., & Biraglia, A. (2023). Service Failures In Times Of Crisis: An Analysis Of Ewom Emotionality. Journal Of Business Research, 154. Https://Doi.Org/10.1016/J.Jbusres.2022.113349

Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, Teknik, Dan Aplikasi Menggunakan Program Smartpls 3.0. Untuk Penelitian Empiris. Badan Penerbit UNDIP.

Gong, X., Yee, C. L., Lee, S. Y., Cao, E. Y., & Saif, A. N. M. (2024). Knowledge Mapping Of Impulsive Buying Behavior Research: A Visual Analysis Using Citespace. Humanities And Social Sciences Communications, 11(1). Https://Doi.Org/10.1057/S41599-024-03473-9

Guo, X., & Pesonen, J. A. (2022). The Role Of Online Travel Reviews In Evolving Tourists’ Perceived Destination Image. Scandinavian Journal Of Hospitality And Tourism, 22(4–5), 372–392. Https://Doi.Org/10.1080/15022250.2022.2112414

Hair, J., & Alamer, A. (2022). Partial Least Squares Structural Equation Modeling (PLS-SEM) In Second Language And Education Research: Guidelines Using An Applied Example. Research Methods In Applied Linguistics, 1(3). Https://Doi.Org/10.1016/J.Rmal.2022.100027

Halim, Y., Salem, K., Tawfik, H., & Maree, A. (2025). Service Quality As A Driver Of Customer Satisfaction And Purchase Intentions: A Mixed-Methods Longitudinal Study Of The Egyptian Post Office (2013–2023). Future Business Journal, 11(1), 246. Https://Doi.Org/10.1186/S43093-025-00634-3

Hellriegel, D., & Slocum, J. W. (2010). Organizational Behavior (13th Ed.). South-Western Educational Publishing.

Hsieh, S. H. (2021). Branded App Atmospherics: Examining The Effect Of Pleasure–Arousal–Dominance In Brand Relationship Building. Journal Of Retailing And Consumer Services, 60.

Hsieh, S. H., Lee, C. T., & Tseng, T. H. (2021). Branded App Atmospherics: Examining The Effect Of Pleasure–Arousal–Dominance In Brand Relationship Building. Journal Of Retailing And Consumer Services, 60.

Hu, Y., Lu, Y., & Kuang, T. (2025). How Does Tourism Information Quality Affect Tourists’ Intention To Visit Portugal: Integrating The Heuristic-Systematic Model With The Theory Of Planned Behavior. Humanities And Social Sciences Communications, 12(1). Https://Doi.Org/10.1057/S41599-025-06052-8

Husodo, S. Y. (2015, 25 November). Guru, ‘Sing Digugu Lan Ditiru.’ Kompas.Com. Https://Nasional.Kompas.Com/Read/2015/11/25/15000011/Guru.Sing.Digugu.Lan.Ditiru

Jex, S. M. (2002). Organizational Psychology: A Scientist-Practitioner Approach. John Wiley & Sons.

Jingyi, W., & Ali, S. K. B. S. (2025). A Systematic Review Of The Relationships Between Attitude, Subjective Norms, Perceived Behavioral Control, And Exercise Intention. The Open Public Health Journal, 18(1). Https://Doi.Org/10.2174/0118749445394456250605043155

Kante, M., & Michel, B. (2023). Use Of Partial Least Squares Structural Equation Modelling (PLS-SEM) In Privacy And Disclosure Research On Social Network Sites: A Systematic Review. Computers In Human Behavior Reports, 10. Https://Doi.Org/10.1016/J.Chbr.2023.100291

Khusna, I. H., Rahayu, D. B. S., & Nuryanti. (2024). New Media For Business: Study Of Google My Business Utilization For Local Business In Banyumas Regency. Proceedings Of The 3rd International Conference On Management, Economics And Business, 103–107. Https://Doi.Org/10.5220/0012640900003821

Kim, J. M., Park, K. K., & Mariani, M. M. (2023). Do Online Review Readers React Differently When Exposed To Credible Versus Fake Online Reviews? Journal Of Business Research, 154. Https://Doi.Org/10.1016/J.Jbusres.2022.113377

Kraimer, M. L., & Wayne, S. J. (2004). An Examination Of Perceived Organizational Support As A Multidimensional Construct In The Context Of An Expatriate Assignment. Journal Of Management, 30(2), 209–237. Https://Doi.Org/10.1016/J.Jm.2003.01.001

Kreitner, R., & Kinicki, A. (2007). Organizational Behavior. Mcgraw-Hill.

Kurtessis, J. N., Eisenberger, R., & Ford, M. T. (2015). Perceived Organizational Support: A Meta-Analytic Evaluation Of Organizational Support Theory. Journal Of Management, 43(6), 1854–1884. Https://Doi.Org/10.1177/0149206315575554

Li-Keng, C. (2022). Virtual Tourism Atmospheres: The Effects Of Pleasure, Arousal, And Dominance On The Acceptance Of Virtual Tourism. Journal Of Hospitality And Tourism Management, 53.

Liu, X., Zakaria, J., & Mohd Said, O. F. (2024). How Event Quality Affects Satisfaction And Revisit Intention From The Theory Of Planned Behaviour. South African Journal Of Business Management, 55(1). Https://Doi.Org/10.4102/Sajbm.V55i1.4727

Locke, E. A. (2009). Handbook Of Principles Of Organizational Behavior (2nd Ed.). John Wiley & Sons.

Loureiro, S. M. C. (2020). 20 Years Of Research On Virtual Reality And Augmented Reality In Tourism Context: A Text-Mining Approach. Tourism Management, 77.

Luthans, F. (2011). Organizational Behavior: An Evidence-Based Approach (12th Ed.). Mcgraw-Hill Higher Education.

Manyangara, M. E., Makanyeza, C., & Muranda, Z. (2023). The Effect Of Service Quality On Revisit Intention: The Mediating Role Of Destination Image. Cogent Business And Management, 10(3). Https://Doi.Org/10.1080/23311975.2023.2250264

Mcshane, S. L., & Von Glinow, M. A. (2008). Organizational Behavior. Mcgraw-Hill.

Pantro Sukma, R., Agus Kristiadi, A., & Nugroho, S. D. (N.D.). The Impact Of Brand Image, Perceived Price And Social Media On Purchase Intention: The Role Of Brand Trust As A Mediator. Jurnal Dinamika Manajemen, 15(2), 192–205.

Podsakoff, N. P., Podsakoff, P. M., Blume, B. D., & Whiting, S. W. (2009). Individual- And Organizational-Level Consequences Of Organizational Citizenship Behaviors: A Meta-Analysis. Journal Of Applied Psychology, 94(1), 122–141. Https://Doi.Org/10.1037/A0013079

Putrana, Y., Fathoni, A., & Warso, M. M. (2016). Pengaruh Kepuasan Kerja Dan Komitmen Organisasi Terhadap Organizational Citizenship Behavior Dalam Meningkatkan Kinerja Karyawan Pada PT. Gelora Persada Mediatama Semarang. Journal Of Management, 2(2).

Riswanto, A. L., Ha, S., Lee, S., & Kwon, M. (2024). Online Reviews Meet Visual Attention: A Study On Consumer Patterns In Advertising, Analyzing Customer Satisfaction, Visual Engagement, And Purchase Intention. Journal Of Theoretical And Applied Electronic Commerce Research, 19(4), 3102–3122. Https://Doi.Org/10.3390/Jtaer19040150

Robbins, S. P., & Judge, T. A. (2010). Organizational Behavior. Pearson Prentice Hall.

Robbins, S. P., & Judge, T. A. (2013). Organizational Behavior. Pearson Prentice Hall.

Sari, D. A. P., Berutu, M. B., Rahmi, Dhinanty, R. D., & Ririh, K. R. (2024). Exploring The Influence Of Emotions On Sustaining Purchase Intentions Through The Online Store In Indonesia. Humanities And Social Sciences Letters, 12(3), 520–530. Https://Doi.Org/10.18488/73.V12i3.3794

Setiarini, M. (2025). Click To Buy: The Impact Of Brand Image And Visual Appeal On Online Consumer Behavior. Indonesian Journal Of Strategic Management, 8.

Sharma, D., & Alam, M. (2022). Aesthetics, Emotions, And The Use Of Online Education Apps Post-COVID-19 Pandemic. SAGE Open, 12(2). Https://Doi.Org/10.1177/21582440221093047

Sun, S. (2020). Mediating Effects Of Attitude, Subjective Norms And Perceived Behavioural Control For Mobile Payment-Based Hotel Reservations. International Journal Of Hospitality Management, 84.

Wen, J., Li, X., & Han, H. (2025). Emotional Resonance And Buying Behavior In Live Streaming: A Study On KOL Influence And The Mediation Of Purchase Intentions. Journal Of Theoretical And Applied Electronic Commerce Research, 20(2). Https://Doi.Org/10.3390/Jtaer20020108

Wiogo, L., & Pattyranie, P. H. (2025). The Effect Of Service Quality, Perceived Value, On Revisit Intention Mediated By Customer Satisfaction In Primary Health Care. R2J, 7(3), 1892. Https://Doi.Org/10.38035/Rrj.V7i3

Xu, Y., Dzever, S., & Zhao, G. (2023). Measuring The Effects Of Pressure On Consumer Impulse Buying Intention In Online Group Buying. International Journal Of Enterprise Information Systems, 19(1).

Yu, S., Zhong, Z., Zhu, Y., & Sun, J. (2024). Green Emotion: Incorporating Emotional Perception In Green Marketing To Increase Green Furniture Purchase Intentions. Sustainability, 16(12), 4935. Https://Doi.Org/10.3390/Su16124935

Zhao, Y., Xie, D., Zhou, R., Wang, N., & Yang, B. (2022). Evaluating Users’ Emotional Experience In Mobile Libraries: An Emotional Model Based On The Pleasure-Arousal-Dominance Emotion Model And The Five Factor Model. Frontiers In Psychology, 13. Https://Doi.Org/10.3389/Fpsyg.2022.942198