UNDERSTANDING WHY LEGENDARY RESTAURANTS IN BANDUNG HOLD A SPECIAL PLACE IN CONSUMERS' HEARTS

Abstract

The emergence of new eateries with creative and contemporary approaches has made the culinary sector more competitive. Legendary eateries have proven resilient in the face of this, continuing to operate for decades or even centuries. These eateries offer a distinctive environment for understanding the elements that ensure their sustainability by fusing historical relevance with evolving customer tastes. A more thorough examination of these interactions in renowned restaurants is required, despite previous research emphasizing the significance of consumer experience, customer loyalty, and multichannel behavior. By examining the variables with the highest average ratings, such as customer experience, multichannel behavior, customer loyalty, and visit frequency, this study seeks to identify the critical success aspects of iconic restaurants in Bandung. We gathered data through questionnaires, interviews, and observations at four renowned restaurants, using a descriptive-quantitative methodology. The findings reveal that sensory comfort, emotional fulfillment, and transaction convenience strongly influence positive customer experiences. The simplicity of accessing information and the seamless transactions enabled by digital platforms support multichannel behavior. Product pleasure, intriguing experiences, and motivating interactions all increase customer loyalty. The majority of patrons show regular engagement by coming to the eateries once a month. In conclusion, iconic eateries in Bandung remain relevant by meeting customer demands, cultivating enduring relationships with patrons, and balancing their historical character with digital advances. T o obtain a more comprehensive understanding of cultural heritage preservation in the digital age, future studies should examine the long-term effects of these variables and broaden their geographic scope.