The Analysis of the Quality of the Physical Environment, Service and Product on Revisit Intention through Customer Satisfaction at a Coffee Shop in Kintamani-Bali



Abstract Views
833

Downloads
1413

Citations

Share

##plugins.themes.bootstrap3.article.sidebar##

Submitted Aug 10, 2022
Published Nov 14, 2022
10.24018/ejbmr.2022.7.6.1621

Abstract viewed = 833 times

Table of Contents

##plugins.themes.bootstrap3.article.main##

The purpose of this study was to determine the effect of the quality of the physical environment, service quality, and product quality on revisit intention through customer satisfaction. Respondents in this study amounted to 190 respondents, determined using Non-Probability Sampling. This study uses Partial Least Square (PLS) analysis. The results show that the quality of the physical environment has a positive and significant effect on customer satisfaction, the quality of service has a positive and significant effect on customer satisfaction, the quality of the product has a positive and significant effect on customer satisfaction, the quality of the physical environment has a positive and significant effect on the revisit intention, the quality of service has a positive and significant effect on revisit intention, product quality has a positive and significant effect on revisit intention, customer satisfaction has a positive and significant effect on revisit intention.

Keywords: Customer Satisfaction, Physical Environment Quality, Product Quality, Re-visit Intention, Service Quality.

Downloads

Download data is not yet available.

References

  1. Afthanorhan, A. (2018). Assessing the effects of service quality on customer satisfaction. Management Science Letters., 1(2), 1–12.
     Google Scholar
  2. Alvianna, & Alviandra. (2020). Pengaruh Destinasi Wisata dan Kepuasan Wisatawan Terhadap Minat Berkunjung Kembali di Kampung Wisata Topeng Malang. Seminar Nasional Kepariwisataan, 1(2), 1.
     Google Scholar
  3. Anjarsari, G. E., Suprapti, N. W. S., & Sukaatmadja, I. P. G. (2018). Pengaruh Kualitas Makanan, Kualitas Layanan, dan Lingkungan Fisik Restoran Terhadap Kepuasan Serta Niat Berperilaku. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 7(1), 1347–1374.
     Google Scholar
  4. Azhar, M. (2021). Analisis Pengaruh Lingkungan Fisik, Harga, dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada usaha Barbershop menurut Perspektif Islam (Studi kasus addicted Barbershop Banjarmasin). Disertation. Universitas Islam Kalimantan MAB, .
     Google Scholar
  5. Cahya, & Shihab. (2018). Pengaruh Presepsi Harga, Kualitas Produk, Citra Merek dan Layanan Purna Jual terhadap Keputusan Pembelian dan Dampaknya Terhadap Kepuasan Pelanggan smartphone ASUS studi kasus di PT. DATASCRIP. Journal of Entrepreneurship, Management, and Industry (JEMI), 1(1), 1.
     Google Scholar
  6. Chin, C.-H. (2018). The Impact of Accessibility Quality and Accommodation Quality on Tourists’ Satisfaction and Revisit Intention to Rural Tourism Destination in Sarawak: The Moderating Role of Local Communities’ Attitude. Global Business and Management Research: An Intern, 1(2), 1–20.
     Google Scholar
  7. Diputra, & Yasa. (2021). The Influence of Product Quality, Brand Image, Brand Trust on Customer Satisfaction and Loyality. American International Journal of Business Management, 1(1), 1.
     Google Scholar
  8. Ghezelbash, S. (2017). Evaluating the impact of Promotion Price, Product Quality, Service Quality, Customer Satisfaction and Repeating Purchase Incentives (Case study: Amiran Chain Stores). Journal of Internet Banking and Commerce, 1(1), 1.
     Google Scholar
  9. Guswaman, H., & Sutrisna, E. (2019). Pengaruh Kualitas Pelayanan dan Karakteristik Sosiodemografi terhadap Minat Kunjungan Ulang yag dimoderasi oleh Kepuasan Pasien pada Pelayanan Rawat Jalan Puskesmas Kedungbanteng Kabupaten Banyumas. Jurnal Ekonomi, Bisnis Dan Akuntansi (JEBA), 1(1), 1.
     Google Scholar
  10. Hoe, L. C. (2018). The Effects of Product Quality on Customer Satisfaction and Loyalty: Evidence from Malaysian Engineering Industry. International Journal of Industrial Marketing, 1(1), 1.
     Google Scholar
  11. Mandasari, & Giantari. (2017). Pengaruh Perceived Usefulness, Perceived Ease of Use, dan Kualitas Layanan terhadap Kepuasan untuk membangun Loyalitas. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 6(10), 1.
     Google Scholar
  12. Mulyono, A. V., Septiano, B., & Aprilia, A. (2021). Pengaruh Dining Experience terhadap Kepuasan Konsumen dan Revisit Intention di Restoran Korea di Surabaya pada era new normal. Jurnal Manajemen Perhotelan, 7(1), 20–31.
     Google Scholar
  13. Rajput, A., & Gahfoor, R. Z. (2020). Satisfaction and revisit intentions at fast food restaurants. Future Business Journal, 6(1), 1–12.
     Google Scholar
  14. Ramadhan, & Santosa. (2017). Analisis Pengaruh Kualitas Produk, Kualitas Pelayana, dan Citra Merek terhadap Minat Beli Ulang pada Sepatu Nike Running di Semarang melalui Kepuasan Pelanggan sebagai Variabel Intervening. Diponegoro Journal of Management, 1(2), 1.
     Google Scholar
  15. Ryu, K., Lee, H. R., & Gon Kim, W. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200–223.
     Google Scholar
  16. Saputro, Sukimin, & Indriastuty. (2020). Analisis Daya Tarik Wisata, Presepsi Harga, dan Kualitas Layanan terhadap Minat Berkunjung Ulang dengan Kepuasan Konsumen sebagai Variabel Interveneing (Studi Pada Pantai Manggar Segara Sari Balikpapan). Jurnal GeoEkonomi ISSN-Elektronik, 1(1), 1.
     Google Scholar
  17. Tambrin, & Wantara. (2021). Hubungan Stuktural Kualitas Layanan, Kualitas Produk, Kepuasa Pelanggan, dan Niat Ulang Berkunjung ke Pantai Long Malang di Sampang. Jurnal Distribusi, 1(1), 853.
     Google Scholar
  18. Wulansari, A., & Haryati, I. (2021). Pengaruh Phisical Environment terhadap Minat Beli Konsumen. Equilibrium: Jurnal Penelitian Pendidikan Dan Ekonomi, 18(3), 169–178.
     Google Scholar