Service quality and store atmosphere on customer satisfaction and repurchase intention

Abstract

Nowadays, consumers are not only looking for good tastes, but they are also looking for a cosy cafe atmosphere and satisfying service. The high competition in the culinary business has forced entrepreneurs to offer different concepts to attract customers. This study will give an account of analyzing the role of cafe atmosphere, service quality and customer satisfaction in customer purchase intention in thematic cafe in Surabaya. This study involved 150 respondents with PLS-SEM was used to analyze the data. The analysis shows that all of the hypotheses proposed are supported. The results of this study also present that, compared to service quality, the cafe atmosphere has a stronger effect on customer satisfaction, leading to repurchase intention of the customers.

Marketing Mix and Repurchase Intention of Cafe Industry During Covid-19: A Statistical and Data Mining Analysis

“…The results of (R. Arlanda, 2018) research show that customer satisfaction positively affects repurchase intention. Customer satisfaction also significantly influences customer intention to repurchase (Soebandhi et al, 2020). Based on this explanation, the hypothesis can states as follows:…”

Predicting Customer Satisfaction and Intention to Revisit at Local Coffee Shop With Industrial Concept in Jakarta

“…Thus, it can be concluded that the higher the level of service quality will affect the higher level of visits. This shows that commitment to reuse services and willingness to pay more for services is influenced by the services provided (Soebandhi et al, 2020). From the description above, the following hypothesis can be formulated: H2: Service quality affects revisit intention positively and significantly.…”

“…Good service is also an indication to increase customer satisfaction. This shows that commitment to reuse services and willingness to pay more for services is influenced by the services provided (Soebandhi et al, 2020). Service quality is the totality of the characteristics and characteristics of a product or service that support its ability to meet needs directly or indirectly.…”

“…The atmosphere is not only tangible in a place, but can be an intangible environment such as music, lighting, and smells (Sasongko et al, 2020). So that the atmosphere in a place can be felt using the senses (Soebandhi et al, 2020). The atmosphere or atmosphere in a shop or restaurant can be said to be very important to highlight or show its physical appearance.…”

“…Good service is also an indication to increase customer satisfaction. This shows that commitment to reuse services and willingness to pay more for services is influenced by the services provided (Soebandhi et al, 2020). This forces the owners of these companies to be more customer-oriented by providing the best possible quality service to their customers to create satisfaction for the services provided.…”