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All Journal Jurnal Manajemen Terapan dan Keuangan Jurnal Riset Entrepreneurship Abdi Laksana : Jurnal Pengabdian Kepada Masyarakat Economics and Digital Business Review International Journal of Regional Innovation JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Reviu Akuntansi, Manajemen, dan Bisnis Jurnal Manajemen dan Pemasaran Jasa E-journal Field of Economics, Business and Entrepreneurship (EFEBE) Asian Journal of Applied Business and Management (AJABM) Jurnal Indonesia Sosial Teknologi Innovative: Journal Of Social Science Research International Journal of Scientific Multidisciplinary Research (IJSMR) Jurnal Nusantara Mengabdi Harmoni Economics: International Journal of Economics and Accounting
Dwi Asri Siti Ambarwati
Lampung University
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Mechanical Engineering Public Health Social Sciences Other

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The Influence of Service Quality on Revisit Intention through Customer Satisfaction as a Mediating Variable: A Study at Adiksi Coffee in Bandar Lampung Dinnisa Tiara Annastasya; Dwi Asri Siti Ambarwati; Angga Febrian
Harmoni Economics: International Journal of Economics and Accounting Vol. 2 No. 2 (2025): May: Harmoni Economics: International Journal of Economics and Accounting
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/harmonieconomics.v2i2.231

Abstract

This research seeks to examine the effect of service quality on revisit intention, with customer satisfaction acting as a mediating variable, at Adiksi Coffee in Bandar Lampung. The study employed a survey method using questionnaires, gathering responses from 160 individuals who had previously visited Adiksi Coffee. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess the relationships among service quality, customer satisfaction, and revisit intention. The analysis utilized the SERVQUAL dimensions for measuring service quality, alongside performance, expenses and overall expectation dimensions for customer satisfaction, and the Theory of Planned Behavior (TPB) dimensions for revisit intention. The findings revealed that service quality significantly and positively influences customer satisfaction; service quality also directly and positively impacts revisit intention. Additionally, customer satisfaction was found to have a significant positive effect on revisit intention and served as a mediator in the relationship between service quality and revisit intention. This study highlights the critical role of service quality in shaping customer satisfaction and revisit intention within the coffee shop sector, particularly at Adiksi Coffee. These insights offer valuable practical implications for coffee shop operators aiming to enhance customer satisfaction and encourage repeat visits by focusing on service quality improvements.
Co-Authors Achmad Yahya Teguh Panuju Aida Sari Aida Sari Aida Sari Aida Sari Aida Sari Alodia Salsabila Azzahra Angga Febrian Ani Kurniawati Aulia Rizqi Sahara Azmi Farhan Fauzian Chandra Deri Andika Charina Azzahra Hasan Dinnisa Tiara Annastasya Dorothy R. H. Pandjaitan Dorothy R.H. Pandjaitan Dorothy RH. Pandjaitan Dorothy Rouly Haratua Pandjaitan Eivando Fanlikhin Hilmi Aunillah Kamil Lidya Ayuni Putri Mahrinasari Misbah Arbaiah Muhammad Adha Agung Mulyana Muhammad Lungit Wicaksono Muhammad Millenio Rizky Ramadhan Mutiasari Nur Wulan Nuzul Inas Nabila Ramelan, Mudji Rachmat Rayhan Aliamin Rinaldi Bursan Rizyki Addin Ramadhan Roslina Satria Bangsawan Sesilia Vani Susanto Siti Khulwaniatur Risya Wiryawan, Driya Yuniarti Fihartini Zainnur M. Rusdi