THE IMPACT OF THE CAFÉ ATMOSPHERE ON CONSUMER SATISFACTION, PURCHASE DECISIONS, AND RETENTION
Universitas Asa Indonesia
Universitas Asa Indonesia
DOI:
https://doi.org/10.56943/esensi.v27i2.37The purpose of this study is to ascertain how the atmosphere affects consumer satisfaction, repurchase intention, and purchasing decisions. The study's participants were guests of Kopi Nako. Purposive sampling was the method employed, and a total of 251 individuals visited. Using smartPLS software, the data analysis method applies structural equation models. The study's findings demonstrate the considerable impact of atmosphere on decisions about what to buy, how satisfied customers are, and whether or not they make repeat purchases. This study makes a significant contribution to management's understanding of the value of fostering a positive environment in the store to boost customer satisfaction and promote repeat business.
Keywords: Atmosphere Purchase Decision Satisfaction Purchase Intention
Afiani, D. (2019). PENGARUH SUASANA TOKO TERHADAP KEPUTUSAN PEMBELIAN PADA TOKO STARS. 07(03).
Ardianto, Y., Thalib, S., & Riskarini, D. (2021). ANALISIS REPURCHASE INTENTION MELALUI CUSTOMER SATISFACTION DILIHAT DARI EXPERIENTAL MARKETING. 4(April), 155–172.
Ariffin, S., Yusof, J. M., Petit, L., & Shah, M. I. A. (2016). Factors Influencing Perceived Quality and Repurchase Intention Towards Green Products. Procedia Economics and Finance, 37(16), 391–396. https://doi.org/10.1016/s2212-5671(16)30142-3
Attariq, M. Al, & Siregar, M. R. (2019). Pengaruh Suasana Toko dan Kenyamanan Lokasi terhadap Niat Pembelian Ulang yang Dimediasi oleh Kepuasan Pelanggan pada Pelanggan Rumah Makan Cut Bit Aceh Besar. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 7(4), 642–656.
Baumeister, S., Nyrhinen, J., Kemppainen, T., & Wilska, T. (2022). Does airlines ’ eco- friendliness matter ? Customer satisfaction towards an environmentally responsible airline. 128(May 2021), 89–97.
Benaglia, M. F., Ho, M. H. C., & Tsai, T. (2023). Drivers of customer satisfaction with restaurants during COVID-19. A survey of young adults in Taiwan and Indonesia. Asia Pacific Management Review, xxxx. https://doi.org/10.1016/j.apmrv.2023.08.001
Berman, B., Evan, Joel r, & Chatterjee, P. (2018). Retail Management A Strategic Approach. In Vikalpa: The Journal for Decision Makers (13th ed., Vol. 30, Issue 2). Pearson. https://doi.org/10.1177/0256090920050213
Berman, B., & Evans, J. R. (2013). Retail Management: A Strategic Approach (Twelfth Ed).
Pearson Education.
Berman, B., Evans, J. R., & Chatterjee, P. (2018). Retail Management. Pearson.
Cole, S. T., & Scott, D. (2004). Examining the Mediating Role of Experience Quality in a Model of Tourist Experiences. February 2014, 37–41. https://doi.org/10.1300/J073v16n01
Collins, G. R. (2010). Usable Mobile Ambient Intelligent Solutions for Hospitality Customers.
Dinova, V., & Tuti, M. (2022). PENGARUH SUASANA TOKO ( STORE ATMOSPHERE ), KUALITAS PRODUK DAN MEDIA SOSIAL TERHADAP KEPUASAN PELANGGAN MELALUI KEPUTUSAN PEMBELIAN DI STARBUCKS SETIABUDI ONE. 4(1), 1–16.
Gilbert, G. R., Veloutsou, C., Goode, M. M. H., & Moutinho, L. (2004). Measuring Customer Satisfaction in the Fast Food Industry: A Cross-National Approach. Journal of Services Marketing, 18(5), 371–383. https://doi.org/10.1108/08876040410548294
Haitao, N. (2022). Analysis of Product Variety and Price on Purchase Decisions. International Journal of Advanced Multidisciplinary, 1(1), 73–82. https://doi.org/10.38035/ijam.v1i1.69
Hanaysha, J. R. (2022). Impact of social media marketing features on consumer’s purchase decision in the fast-food industry: Brand trust as a mediator. International Journal of Information Management Data Insights, 2(2). https://doi.org/10.1016/j.jjimei.2022.100102
Irawan, H. (2002). Customer Satisfaction. Pt Gramedia.
Jahroni, Sinambela, E. A., Mardikaningsih, R., & Darmawan, D. (2021). Pengaruh Citra Toko , Suasana Toko dan Harga Terhadap Keputusan Pembelian. 5, 10234–10241.
Kotler, P. (2003). Marketing insights from A to Z. Jakarta, Penerbit Erlangga.
Kotler, P., & Armstrong, G. (2008). Prinsip - Prinsip Pemasaran. In A. Maulana, D. Barnadi, & W. Hardani (Eds.), Principles Of Marketing (12th ed.). Erlangga.
Kotler, P., & Keller, K. L. (2008). Kepuasan - Philip Kotler.pdf. Erlangga.
Kumar, V., Pozza, I. D., & Ganesh, J. (2013). Revisiting the satisfaction-loyalty relationship: Empirical generalizations and directions for future research. Journal of Retailing, 89(3), 246–262. https://doi.org/10.1016/j.jretai.2013.02.001
Levy, M., & Weitz, B. A. (2012). Retail Management (eighth). McGraw-Hill/Irwin.
Lupiyoadi, R., & Ginting, G. (2007). Pemasaran Jasa (Syamsir (ed.)). Universitas Terbuka. Madjid, R. (2014). The Influence Store Atmosphere Towards Customer Emotions and
Purchase Decisions. 3(10), 11–19.
Mittal, V., & Frennea, C. (2010). Customer Satisfaction A Strategic Review and Guidelines for Managers.
Ndubisi, N. O., & Moi, C. T. (2005). Customers behavioral responses to sales promotion: The role of fear of losing face. Asia Pacific Journal of Marketing and Logistics, 17(1), 32–49. https://doi.org/10.1108/13555850510672278
Nurbaniyah, V., & Tuti, M. (2022). Pengaruh kualitas produk, promosi pada kepuasan harga melalui keputusan pembelian di restoran richeese factory jatiwaringin. 3(1), 40–50. https://doi.org/10.38076/ideijeb.v3i1.1
Peter, J. P., & Olson, J. C. (2010). Consumer behavior and marketing. In Media Analytics. https://doi.org/10.4324/9780429506956-9
Pizam, A., Shapoval, V., & Ellis, T. (2016). Customer satisfaction and its measurement in hospitality enterprises: a revisit and update. International Journal of Contemporary Hospitality Management, 28(1), 2–35. https://doi.org/10.1108/IJCHM-04-2015-0167
Pratiwi, N. M. I., & Yasa, N. N. K. (2019). THE EFFECT OF STORE ATMOSPHERE, SOCIAL MEDIA MARKETING, AND LIFESTYLE ON PURCHASE DECISIONS ON CONSUMERS OF THE ALLEYWAY CAFE. 85–100.
https://doi.org/10.5281/zenodo.3592913
Purnomo, A. K. (2017). Pengaruh Cafe Atmosphere terhadap Keputusan Pembelian Gen Y pada Old Bens Cafe. Jurnal Manajemen Maranatha, 16(2), 133. https://doi.org/10.28932/jmm.v16i2.384
Rahmawati, A. P., Prihastuty, R., & Azis, A. (2019). Pengaruh Kepuasan Konsumen terhadap Repurchase Intention. Intuisi : Jurnal Psikologi Ilmiah, 10(3), 293–298.
Ramadhan, D., & Mahargiono, P. B. (2020). Pengaruh Harga, Kualitas Produk, Store Atmosphere dan Lokasi terhadap Kepuasan Pelanggan pada Tepi Barat Rumah Kopi Rungkut Surabaya. Jurnal Ilmu Riset Dan Manajemen, 9.
Restuputra, M. D. P., & Rahanatha, G. B. (2020). Promosi Penjualan, Store Atmosphere, Dan Brand Image Berpengaruh Terhadap Repurchase Intention. E-Jurnal Manajemen Universitas Udayana, 9(8), 3019. https://doi.org/10.24843/ejmunud.2020.v09.i08.p07
Rooroh, C. A. M., Moniharapon, S., & Liondong, S. S. . (2020). Pengaruh suasana cafe, kualitas pelayanan dan harga terhadap kepuasan pelanggan ( studi pada cafe de wanea manado ). 8(4), 130–140.
Sangadji, E. M., & Sopiah. (2013). Perilaku Konsumen. ANDI OFFSET.
Saputra, H. Y. (2023). The Effect of Restaurant Atmosphere on Customer Satisfaction and The Effect of Customer Satisfaction on Repurchase Intention at Amber Resort Lombok Restaurant. International Journal of Tourism Business Research, 2(2), 60–73. https://doi.org/10.29303/intour.v2i2.830
Sembiring, P. W. (2021). The Effect Of Store Atmosphere On Purchase Decisions At Chirurgie Cafe And Books Medan. Inspirasi & Strategi (INSPIRAT): Jurnal Kebijakan Publik & Bisnis, 12(1), 24–30. https://doi.org/10.35335/inspirat.v12i1.55
Solomon, M. R. (2015). Consumer Behavior Buying, Having, and Being (T. Kimber (ed.); 11th ed.).
Supranto, J. (2011). PENGUKURAN TINGKAT KEPUASAN PELANGGAN. Jakarta, PT. RINEKA CIPTA.
Ting, S.-C. (2014). The Relationship between Customers’ Switching Cost and Repurchase Intention: The Moderating Role of Satisfaction. 07(04), 313–322. https://doi.org/10.4236/jssm.2014.74028
Wibowo, H. A. (2017). Pelayanan Konsumen. Perpustakan Nasional RI.
Wijayanthi, N. P. P. A., & Goca, I. G. P. A. W. (2022). Pengaruh Kepercayaan, Kualitas Produk, dan Kepuasan Konsumen terhadap Repurchase Intention Di Tokopedia. Jurnal Manajemen Dan Bisnis Equilibrium, 8(1), 102–117. https://doi.org/10.47329/jurnal_mbe.v8i1.844
Wu, C. S., Chen, F. F., & Yen, D. C. (2008). The Atmospheric Factors of Online Storefront Environment Design: An Empirical Experiment in Taiwan. Information and Management, 45(7), 493–498. https://doi.org/10.1016/j.im.2008.07.004
Yudha, I. P. G. M. K., & Suprati, N. W. sri. (2018). Pengaruh Atmosphere Toko dan Daya
Tarik Promosi Penjualan terhadap Kepuasan Pelanggan dan Niat Beli Ulang (Di Matahari Mall Bali Galeria Kuta). E-Jurnal Ekonomi Dan Bisnis, 7, 1803–1834.
