FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH MEDIATED BY CUSTOMER SATISFACTION
To create value that would surpass the expectation of coffee drinkers is pivotal for coffee shop business. However, only a few businesses are able to provide better and non-homogenous value for the customers. The main factors that would influence customer satisfaction of coffee shops are still yet t...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Department of Management, Faculty of Economics and Business, Universitas Surabaya
2020-03-01
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| Series: | Manajemen dan Bisnis |
| Subjects: | |
| Online Access: | https://www.journalmabis.org/mabis/article/view/418 |
| _version_ | 1797937813153382400 |
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| author | Ayya Sofia Christian Haposan Pangaribuan Martinus Fieser Sitinjak |
| author_facet | Ayya Sofia Christian Haposan Pangaribuan Martinus Fieser Sitinjak |
| author_sort | Ayya Sofia |
| collection | DOAJ |
| description | To create value that would surpass the expectation of coffee drinkers is pivotal for coffee shop business. However, only a few businesses are able to provide better and non-homogenous value for the customers. The main factors that would influence customer satisfaction of coffee shops are still yet to be further explored. Hence, this study aims to look into the determinants of customer satisfaction of coffee shops and to examine its influence towards revisit intention and word-of-mouth. Online survey questionnaires were distributed to the customers and 155 samples were gathered from March to June 2018. The findings showed that atmosphere and service quality factors had positive effects on customer satisfaction, while the variety of menu was not significant to the satisfaction, the fact that the satisfied customers would likely have the intention to revisit and spread word-of-mouth |
| first_indexed | 2024-04-10T18:51:09Z |
| format | Article |
| id | doaj.art-2c8af323271142ce98fceb0aa5333968 |
| institution | Directory Open Access Journal |
| issn | 1412-3789 2477-1783 |
| language | English |
| last_indexed | 2024-04-10T18:51:09Z |
| publishDate | 2020-03-01 |
| publisher | Department of Management, Faculty of Economics and Business, Universitas Surabaya |
| record_format | Article |
| series | Manajemen dan Bisnis |
| spelling | doaj.art-2c8af323271142ce98fceb0aa53339682023-02-01T07:29:34ZengDepartment of Management, Faculty of Economics and Business, Universitas SurabayaManajemen dan Bisnis1412-37892477-17832020-03-0119110.24123/jmb.v19i1.418302FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH MEDIATED BY CUSTOMER SATISFACTIONAyya Sofia0Christian Haposan Pangaribuan1Martinus Fieser Sitinjak2Faculty of Business, Sampoerna University, JakartaFaculty of Business, Sampoerna University, JakartaBina Nusantara UniversityTo create value that would surpass the expectation of coffee drinkers is pivotal for coffee shop business. However, only a few businesses are able to provide better and non-homogenous value for the customers. The main factors that would influence customer satisfaction of coffee shops are still yet to be further explored. Hence, this study aims to look into the determinants of customer satisfaction of coffee shops and to examine its influence towards revisit intention and word-of-mouth. Online survey questionnaires were distributed to the customers and 155 samples were gathered from March to June 2018. The findings showed that atmosphere and service quality factors had positive effects on customer satisfaction, while the variety of menu was not significant to the satisfaction, the fact that the satisfied customers would likely have the intention to revisit and spread word-of-mouthhttps://www.journalmabis.org/mabis/article/view/418coffee shop, variety of menu, atmosphere, service quality, revisit intention, word-of-mouth |
| spellingShingle | Ayya Sofia Christian Haposan Pangaribuan Martinus Fieser Sitinjak FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH MEDIATED BY CUSTOMER SATISFACTION Manajemen dan Bisnis coffee shop, variety of menu, atmosphere, service quality, revisit intention, word-of-mouth |
| title | FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH MEDIATED BY CUSTOMER SATISFACTION |
| title_full | FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH MEDIATED BY CUSTOMER SATISFACTION |
| title_fullStr | FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH MEDIATED BY CUSTOMER SATISFACTION |
| title_full_unstemmed | FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH MEDIATED BY CUSTOMER SATISFACTION |
| title_short | FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH MEDIATED BY CUSTOMER SATISFACTION |
| title_sort | factors of coffee shop revisit intention and word of mouth mediated by customer satisfaction |
| topic | coffee shop, variety of menu, atmosphere, service quality, revisit intention, word-of-mouth |
| url | https://www.journalmabis.org/mabis/article/view/418 |
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