ANTESEDEN KEPUASAN PELANGGAN DAN DAMPAKNYA PADA NIAT PEMBELIAN ULANG

Abstract

In this era, one of the business opportunity is cafe business. This study aims to explain the effect of store atmosphere, service quality, and customer satisfaction on repurchase intentions, and the role of customer satisfaction mediates the influence of store atmosphere and service quality on repurchase intentions. The research was conducted at The Night Market Cafe & Co Working in Denpasar, using 150 respondents and data analysis techniques in the form of Path Analysis. The results of this study indicate that the store atmosphere and service quality have a positive and significant impact on customer satisfaction. The atmosphere and quality of service have a positive and significant influence on repurchase intention. Customer satisfaction has a positive and significant impact on repurchase intentions. In addition, the results of this study also show that customer satisfaction is able to mediate the effect of store atmosphere and service quality on repurchase intention at The Night Market Cafe & Co Working. Keywords: shop atmosphere, service quality, customer satisfaction, repurchase intention