The Analysis of the Quality of the Physical Environment, Service and Product on Revisit Intention through Customer Satisfaction at a Coffee Shop in Kintamani-Bali

Abstract

The purpose of this study was to determine the effect of the quality of the physical environment, service quality, and product quality on revisit intention through customer satisfaction. Respondents in this study amounted to 190 respondents, determined using Non-Probability Sampling. This study uses Partial Least Square (PLS) analysis. The results show that the quality of the physical environment has a positive and significant effect on customer satisfaction, the quality of service has a positive and significant effect on customer satisfaction, the quality of the product has a positive and significant effect on customer satisfaction, the quality of the physical environment has a positive and significant effect on the revisit intention, the quality of service has a positive and significant effect on revisit intention, product quality has a positive and significant effect on revisit intention, customer satisfaction has a positive and significant effect on revisit intention.