Implementing Gamified Systems in Coffeeshop Business to Increase Customer Engagement, Satisfaction, and Loyalty

Coffeeshop business often faced fierce competition with the emergence of new and existing competitors. Customers often have considerable number of choices in deciding coffeeshop to satisfy their coffee needs. Basically, many strategies have been implemented to become the first choice of customer such as the introduction of signature menu, interior design, friendly staff, and strategic location. However, only few investigates the utilization of ICT advancement to capture customer engagement, satisfaction, and loyalty. Due to the advancement of ICT, the customer needs are further complicated thus, coffeeshop business need to utilize the benefits of ICT. As such, this paper explores the implementation of gamified systems such as rewarding system that consists of points, badges, leaderboard, and rankings to enhance customer experience. The implementation of gamified systems in the 1997 coffee shows the way to successfully increase customer experience, hence, it can be commercialized for other coffeeshop to increase their competitiveness through gamified systems.