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All Journal JEMBA: Journal of Economics, Management, Business, and Accounting
Kautsar, Gandhy Muhamad
Unknown Affiliation
Economics, Econometrics & Finance

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The Influence of Service Quality and Cafe Atmosphere on Customer Loyalty through Costumer Satisfaction as a Mediating Variable at Kopi Kenangan Kautsar, Gandhy Muhamad; Juniwati; Hendri, M. Irfani; Heriyadi; Pebrianti, Wenny
JEMBA: Journal of Economics, Management, Business and Accounting Vol. 3 No. 1 (2025): JEMBA: Journal of Economics, Management, Business, and Accounting
Publisher : Lentera Barasaki Publishing House

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/jemba.v3i1.83

Abstract

This study aims to evaluate the influence of service quality and cafe atmosphere on customer loyalty, both direct and indirect through the mediating variable of customer satisfaction. The research employs a quantitative method with a purposive sampling approach, conducted on consumers of Kopi Kenangan in Pontianak City, West Kalimantan. The sample consists of 207 respondents. Data analysis was carried out using SmartPLS version 4 software with the Partial Least Squares Structural Equation Modeling (PLS-SEM) approach. The results indicate that service quality and store atmosphere have a positive and significant effect on customer loyalty. Furthermore, customer satisfaction has been statistically proven to act as a mediating variable that strengthens the relationship between service quality and store atmosphere, influencing customer loyalty.
Co-Authors Heriyadi Juniwati M. Irfani Hendri Wenny Pebrianti