Service quality and store atmosphere on customer satisfaction and repurchase intention

Soebandhi, Santirianingrum (2020) Service quality and store atmosphere on customer satisfaction and repurchase intention. Universitas Negeri Surabaya. (Unpublished)

Text 9.pdf Download (635kB)

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. Keywords: cafe atmosphere; service quality; customer satisfaction; repurchase intention; thematic cafe

Item Type:	Other
Subjects:	H Social Sciences > HC Economic History and Conditions
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	Sulimin BP3
Date Deposited:	20 May 2021 03:56
Last Modified:	20 May 2021 03:56
URI:	http://erepository.uwks.ac.id/id/eprint/9012

Actions (login required)

View Item

Downloads