JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi)
Vol. 12 No. 3 (2026): Juni 2026

What Booster Customer Advocacy?: The Mediating Role Of Customer Satisfaction In Fore Coffee Indonesia

Doflin Sen (Universitas Tanjungpura Pontianak)
Juniwati Juniwati (Universitas Tanjungpura Pontianak)
Bintoro Bagus Purmono (Universitas Tanjungpura Pontianak)
Nur Afifah (Universitas Tanjungpura Pontianak)
Harry Setiawan (Universitas Tanjungpura Pontianak)



Article Info

Publish Date
01 Jun 2026

Abstract

Intensifying competition in the coffee shop industry requires companies not only to focus on product innovation but also on creating experiences and café atmospheres that can stimulate customer advocacy behavior. Unlike previous studies that generally position product innovation, café atmosphere, and customer experience as direct predictors of loyalty, this study emphasizes customer advocacy as an advanced form of customer behavior and examines customer satisfaction as the main mediating factor. This study aims to analyze the effects of product innovation, café atmosphere, and customer experience on customer advocacy, with customer satisfaction as a mediating variable. A quantitative approach was employed, involving 220 Fore Coffee customers and analyzed using SEM AMOS version 29. The results indicate that all three independent variables significantly affect customer satisfaction. Café atmosphere and customer experience significantly influence customer advocacy, while product innovation does not. However, customer satisfaction significantly mediates all relationships. These findings highlight the central role of customer satisfaction as a psychological mechanism that bridges company stimuli and customer advocacy behavior. Product innovation, café atmosphere, and customer experience may not directly encourage customers to become brand advocates unless they successfully generate strong satisfaction.

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Journal Info

Abbrev

jemsi

Publisher

Subject

Economics, Econometrics & Finance

Description

JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) is an electronic independent international scientific and academic journal that aims to publish scholars’ original and high-quality manuscripts and reports in all fields of business. JEMSI adheres to an open access policy to accelerate the ...