PREDICTING CUSTOMER SATISFACTION AND INTENTION TO REVISIT AT LOCAL COFFEE SHOP WITH INDUSTRIAL CONCEPT IN JAKARTA
DOI:
https://doi.org/10.33830/jelajah.v3i2.3103Keywords:
service quality, food quality, variety of menu, cafe atmosphere, customer satisfaction, revisit intentionAbstract
This study examines the factors that influence customer satisfaction and visiting intentions at a local industrial coffee shop. This study uses six measured variables: service quality, food quality, variety of menu, café atmosphere, customer satisfaction and revisit intention. The data collection method used a survey with an instrument in the form of a online questionnaire. Respondents are those who live in DKI Jakarta and have made purchases and visits to local coffee shop with industrial concepts. A total of 246 respondents were involved, the data were analyzed using SPSS 26 and SEM from AMOS software version 26 to manage and analyze data. The results of this study based on the hypothesis indicate that the hypothesis of service quality on revisit intention is accepted and significant, service quality on customer satisfaction is accepted and significant, food quality on revisit intention is accepted and significant, food quality on customer satisfaction is accepted and significant, customer satisfaction on revisit intention is accepted. and significant, variety of menu on customer satisfaction is accepted and significant, variety of menu on revisit intention is accepted and significant, café atmosphere on customer satisfaction is accepted and significant, café atmosphere on revisit intention is accepted and significant.
References
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Effendy, F. H. (2019). Effect of quality service, price and store atmosphere on customer satisfaction (study on cangkir coffee shop in Surabaya). Ekspektra : Jurnal Bisnis Dan Manajemen, 3(2), 123–148. https://doi.org/10.25139/ekt.v3i2.2033
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Sasongko, F., Darussalam, R., Hayyu, S., Sofian, & Mustaqi, T. (2020). Attributes of coffee shop as antecedent of customer satisfaction. Journal of Business and Behavioural Entrepreneurship, 4(2), 106–124. https://doi.org/10.21009/jobbe.004.2.09
Soebandhi, S., Wahid, A., & Darmawanti, I. (2020). Service quality and store atmosphere on customer satisfaction and repurchase intention. BISMA (Bisnis Dan Manajemen), 13(1), 26–36. https://doi.org/10.26740/bisma.v13n1.p26-37
Sofia, A., Pangaribuan, C. H., & Sitinjak, M. F. (2020). Factors of coffee shop revisit intention and word-of-mouth mediated by customer satisfaction. Journal of Management and Business, 19(1), 1–14. https://doi.org/10.24123/jmb.v19i1.418
Suhud, U., & Wibowo, A. (2016). Predicting customer’s intention to revisit a vintage-concept restaurant. Journal of Consumer Sciences, 1(1), 56–69.
Tamher, E. R., Tabelessy, W., & Tahapary, G. (2019). Atmosfer cafe pengaruhnya terhadap kepuasan dan loyalitas pelanggan cafe pasir putih di kota Ambon. Jurnal Manajemen SOSO-Q, 7(2), 97–112.
Tarigan, E., Wijaya, M., Journal, P. M.-U. L., & 2020, U. (2020). The influence of lifestyle, physical environment, and menu variety on customer loyalty through customer satisfaction in the coffee shop. International Journal of Research & Review (IJRR), 7, 3. https://www.academia.edu/download/63157585/IJRR001420200501-114295-195zbp4.pdf
Ting, H., Lau, W. M., Cheah, J. H., Yacob, Y., Memon, M. A., & Lau, E. (2018). Perceived quality and intention to revisit coffee concept shops in Malaysia: A mixed-methods approach. British Food Journal, 120(5), 1106–1119. https://doi.org/10.1108/BFJ-08-2017-0452
Tran, Q. X., Dang, M. Van, & Tournois, N. (2020). The role of servicescape and social interaction toward customer service experience in coffee stores. The case of Vietnam. International Journal of Culture, Tourism, and Hospitality Research, 14(4), 619–637. https://doi.org/10.1108/IJCTHR-11-2019-0194
Yolanda, Y., & Rahmidani, R. (2020). Pengaruh store atmosphere dan service quality terhadap revisit intention konsumen pada golden cafe dan resto. Jurnal Ecogen, 3(4), 584–597.
Azzahra, F., Azizah, H., Aruan, L. S., & Nita. (2020). Revisit intention pelanggan coffee shop lokal: Bagaimana peran life style dan service quality? Jurnal Bisnis, Manajemen, Dan Keuangan, 1(2), 226–244.
Baiomy, A. E., Jones, E., & Goode, M. M. H. (2019). The influence of menu design, menu item descriptions and menu variety on customer satisfaction. A case study of Egypt. Tourism and Hospitality Research, 19(2), 213–224. https://doi.org/10.1177/1467358417708228
Dewi, P. V. A., Agung, P., & Prayoga, I. M. S. (2021). Pengaruh store atmosphere, harga dan kualitas pelayanan terhadap kepuasan konsumen pada langkah coffee shop. Jurnal Manajemen, 2(2), 102–108.
Effendy, F. H. (2019). Effect of quality service, price and store atmosphere on customer satisfaction (study on cangkir coffee shop in Surabaya). Ekspektra : Jurnal Bisnis Dan Manajemen, 3(2), 123–148. https://doi.org/10.25139/ekt.v3i2.2033
Ha, J., & Jang, S. C. (Shawn). (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520–529. https://doi.org/10.1016/j.ijhm.2009.12.005
Ismail, S., Kadir, N., Pusiran, A. K., Zen, I. S., & Khan, A. (2019). The importance of menu variety experience for public health sustainability at higher education institution. Indian Journal of Public Health Research and Development, 10(9), 1851–1855. https://doi.org/10.5958/0976-5506.2019.02724.4
Kasim, L. (2021). Analysis of Service Quality Toward Customer Satisfaction In Legend Coffee Yogyakarta. Jurnal Ekonomi Dan Bisnis Islam, 7(2), 153–168.
Kurniawan, C. N., Wahyu, E. E., Nurbaya, S., Brawijaya, U., Malang, P. N., & Malang, P. N. (2020). Review integratif mengenai pandemi covid-19 dan dampaknya terhadap industri minuman kopi. Seminar Nasional Administrasi Bisnis Dan Manajemen, 6(1), 21–30.
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50(February), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Kotler, P., & Keller, K. L. (2009). Marketing Management. In Journal of Global Marketing (Vol. 22, Issue 4). https://doi.org/10.1080/08911760903022556
Lee, W. S., Moon, J., & Song, M. (2018). Attributes of the coffee shop business related to customer satisfaction. Journal of Foodservice Business Research, 21(6), 628–641. https://doi.org/10.1080/15378020.2018.1524227
Massie, A. L. W. J. D. D., Tawas, H., Pelayanan, P. K., Makanan, K., Harga, D. A. N., Manajemen, J., Ekonomi, F., Massie, A. L. W. J. D. D., & Tawas, H. (2021). The influence of lifestyle, servicescape, and food quality on customer revisit intention at decade coffee shop. 9(3), 1277–1285.
Njoto, T. K. (2016). Pengaruh desain kemasan, cita rasa dan variasi produk terhadap keputusan pembelian konsumen bumi anugerah. Jurnal Manajemen Dan Start-Up Bisnis, 1(4), 455–463.
Nor Azureen, R., Shahril, H., Ashraf Siddik Khan, A. R. S., Putri Dahlia, A. R., & Noor Saliza, S. (2016). The influence of food quality on customer satisfaction in fine dining restaurant: case in penang. International Academic Research Journal of Business and Technology, 2(2), 45–50. http://www.iarjournal.com/wp-content/uploads/IARJBT2016_2_45-50.pdf
Nurikhsan, F., Safitri, D., & Indrianie, W. S. (2019). Fenomena coffe shop di kalangan konsumen remaja. Widya Komunika, 9(2), 137. https://doi.org/10.20884/wk.v9i2.1962
Putra, E. Y. (2020). Analisis tingkat kunjungan kembali konsumen pada local coffee shop di kota Batam. Jurnal Ilmiah Bisnis Dan Ekonomi Asia, 14(2), 133–145. https://doi.org/10.32812/jibeka.v14i2.202
Rafsanjani, A., & Sutopo. (2017). Analisis pengaruh kualitas layanan dan store atmosphere terhadap kepuasan pelanggan untuk menciptakan minat mereferensikan (studi kasus pada pelanggan stove syndicate coffe & waffle di semarang). Diponegoro Journal of Management, 1–14. http://ejournal-s1.undip.ac.id/index.php/dbr
Sari, H. V. P., & Andjarwati, A. L. (2018). Effect of product quality and price on loyalty with satisfaction as an intervening variable. European Journal of Business and Management, 10(11), 175–184.
Sasongko, F., Darussalam, R., Hayyu, S., Sofian, & Mustaqi, T. (2020). Attributes of coffee shop as antecedent of customer satisfaction. Journal of Business and Behavioural Entrepreneurship, 4(2), 106–124. https://doi.org/10.21009/jobbe.004.2.09
Soebandhi, S., Wahid, A., & Darmawanti, I. (2020). Service quality and store atmosphere on customer satisfaction and repurchase intention. BISMA (Bisnis Dan Manajemen), 13(1), 26–36. https://doi.org/10.26740/bisma.v13n1.p26-37
Sofia, A., Pangaribuan, C. H., & Sitinjak, M. F. (2020). Factors of coffee shop revisit intention and word-of-mouth mediated by customer satisfaction. Journal of Management and Business, 19(1), 1–14. https://doi.org/10.24123/jmb.v19i1.418
Suhud, U., & Wibowo, A. (2016). Predicting customer’s intention to revisit a vintage-concept restaurant. Journal of Consumer Sciences, 1(1), 56–69.
Tamher, E. R., Tabelessy, W., & Tahapary, G. (2019). Atmosfer cafe pengaruhnya terhadap kepuasan dan loyalitas pelanggan cafe pasir putih di kota Ambon. Jurnal Manajemen SOSO-Q, 7(2), 97–112.
Tarigan, E., Wijaya, M., Journal, P. M.-U. L., & 2020, U. (2020). The influence of lifestyle, physical environment, and menu variety on customer loyalty through customer satisfaction in the coffee shop. International Journal of Research & Review (IJRR), 7, 3. https://www.academia.edu/download/63157585/IJRR001420200501-114295-195zbp4.pdf
Ting, H., Lau, W. M., Cheah, J. H., Yacob, Y., Memon, M. A., & Lau, E. (2018). Perceived quality and intention to revisit coffee concept shops in Malaysia: A mixed-methods approach. British Food Journal, 120(5), 1106–1119. https://doi.org/10.1108/BFJ-08-2017-0452
Tran, Q. X., Dang, M. Van, & Tournois, N. (2020). The role of servicescape and social interaction toward customer service experience in coffee stores. The case of Vietnam. International Journal of Culture, Tourism, and Hospitality Research, 14(4), 619–637. https://doi.org/10.1108/IJCTHR-11-2019-0194
Yolanda, Y., & Rahmidani, R. (2020). Pengaruh store atmosphere dan service quality terhadap revisit intention konsumen pada golden cafe dan resto. Jurnal Ecogen, 3(4), 584–597.
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Published
2022-07-07
How to Cite
Bagas Mufhtie Haifa, Usep Suhud, & Shandy Aditya. (2022). PREDICTING CUSTOMER SATISFACTION AND INTENTION TO REVISIT AT LOCAL COFFEE SHOP WITH INDUSTRIAL CONCEPT IN JAKARTA. JELAJAH: Journal of Tourism and Hospitality, 3(2), 50–61. https://doi.org/10.33830/jelajah.v3i2.3103
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