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All Journal Journal of Accounting and Management Innovation Feedforward: Journal of Human Resource Jurnal Ekonomi Journal of Accounting and Management Innovation JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Prosiding Konferensi Nasional PKM-CSR
Shu, Efin
Universitas Pelita Harapan Medan Campus, Sumatera Utara
Humanities Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Nursing Public Health Social Sciences Other

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The Effect Of Servicescape And Promotion On Customer Revisit Intention, Mediated By Customer Satisfaction At 38 Coffee Lab Christie Christie; Efin Shu
Jurnal Ekonomi Vol. 13 No. 02 (2024): Jurnal Ekonomi, Edition April - June 2024
Publisher : SEAN Institute

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Abstract

38 COFFEE LAB experienced a decrease in sales and received complaints on Google reviews and from customers. People complained about the servicescape of 38 COFFEE LAB that the parking was not adequate, had a small space and a lot of noise in the cafe. The management did not do promotions on social media frequently and on other platforms. The purpose of this research is to find out the effect of servicescape (X1) and promotion (X2) on customer revisit intention (Y) with customer satisfaction (Z) as the intervening variable at 38 COFFEE LAB. This research uses a quantitative method. Data is collected by distributing the questionnaires using Google Forms. The population in this research are all customers of 38 COFFEE LAB, with a total sample of 100 people with a non-probability sampling technique which is convenience sampling. The results, all data has passed the normality test, heteroscedasticity test, and multicollinearity test. The result from the hypothesis test showed that store servicescape and promotion influence customer satisfaction and customer satisfaction influences customer revisit intention. However, servicescape and promotion do not significantly influence customers to revisit intention. In addition, customer satisfaction intervenes between servicescape and customer revisit intention and between promotion and customer revisit intention.
Co-Authors Angellica Nathania Benida Augustinus, Daniel Christie Christie Cut Alya Fachriza Daniel Augustinus Depari, Genesis Sembiring Gumulya, Devanny Hartanto Indarto Indarto Irvin Aditya Parapak Jerica Wijaya Joceline Chow Luther Tjunawan Nabila Andini Nareswari Roy Setiawan Ryanto Winata Silvia Ekasari Yahya Yusuf Ronny Edward