Customer Experience Mediates Product Quality, Service Quality, And Café Authenticity On Repurchase Intention In Denpasar

Arya Damar Kamajaya (Universitas Warmadewa, Indonesia)
I Made Sara (Universitas Warmadewa, Indonesia)
Ni Luh Putu Indiani (Universitas Warmadewa, Indonesia)

JURNAL ECONOMINA
Vol. 5 No. 9 (2026): JURNAL ECONOMINA, September 2026

This study aims to analyze the effects of product quality, service quality, and café authenticity on customer experience and consumer repurchase intention, and to examine the mediating role of customer experience among coffee shop consumers in Denpasar City. A quantitative approach was employed with 176 respondents selected through purposive sampling. Data were collected using a seven-point Likert-scale questionnaire and analyzed using PLS-SEM. The results show that all direct effects are significant. Customer experience partially mediates the effects of product quality and service quality, while its mediation of café authenticity is relatively weak. The model explains 92.5% of customer experience and 86.0% of repurchase intention variance.