Service quality and store atmosphere on customer satisfaction and repurchase intention.

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 (Unpublished)

Text 9. The role of café atmosphere and service quality in customer satisfaction and repurchase intention.pdf Download (3MB)

Abstract

Nowadays consumers are not only looking for good tastes, but they are also looking for a cozy 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 café atmosphere, service quality and customer satisfaction in customer intention to repurchase in thematic café 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, café atmosphere has stronger effect on customer satisfaction, leading to repurchase intention of the customers. Keywords: café atmosphere; service quality; customer satisfaction; repurchase intention; thematic café

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 04:40
Last Modified:	20 May 2021 04:40
URI:	http://erepository.uwks.ac.id/id/eprint/8923

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