PENGARUH KUALITAS PELAYANAN DAN SUASANA CAFE TERHADAP MINAT BERKUNJUNG KEMBALI DI LABERS COFFE BATAM
DOI:
https://doi.org/10.59193/jmt.v5i1.520Keywords:
service quality, café atmosphere, revisit intention, Labers Coffee BatamAbstract
The rapid growth of the café industry in Batam has intensified competition, requiring cafés like Labers Coffee to enhance service quality and café atmosphere to encourage repeat visits. However, empirical studies examining the simultaneous effect of both variables at Labers Coffee remain limited.This study aims to analyze the effect of service quality and café atmosphere on revisit intention at Labers Coffee Batam, both partially and simultaneously. Methods A quantitative approach with a causal design was employed. The population comprised all customers who had visited Labers Coffee Batam. A sample of 100 respondents was selected using purposive sampling with criteria aged 17–40 years and had visited at least three times. Data were collected through a 5-point Likert scale questionnaire. Validity and reliability tests were conducted, followed by multiple linear regression analysis, classical assumption tests (normality, multicollinearity, heteroscedasticity), and hypothesis testing (t-test, F-test, and coefficient of determination). Results The results showed that service quality had a positive and significant effect on revisit intention (t-count 4.420, Sig. 0.000), and café atmosphere also had a positive and significant effect (t-count 4.726, Sig. 0.000). Simultaneously, both variables significantly influenced revisit intention (F-count 126.152, Sig. 0.000). The adjusted R² value of 0.722 indicated that 72.2% of revisit intention was explained by service quality and café atmosphere, while the remaining 27.8% was influenced by other factors.Service quality and café atmosphere significantly affect revisit intention at Labers Coffee Batam. Improving staff responsiveness, maintaining cleanliness, and enhancing interior comfort are recommended to strengthen customer loyalty.
Downloads
References
Apriliya, W., & Efiani. (2023). Analisis Suasana Café, Kualitas Produk dan Persepsi Harga terhadap Kepuasan Pelanggan di café Masalalu. BULLET: Jurnal Multidisiplin Ilmu, 2(3), 728–738.
Areros, W. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Kedai Kopi Senyawa di Manado. Productivity, 3(4).
Asys, B. W., Kusuma, H. E., & Ishak, R. A. (2022). Empat Motivasi Keinginan Berkunjung Kembali Konsumen ke Kedai Kopi. Nature: National Academic Journal of Architecture, 9(2), 165–175. https://doi.org/10.24252/nature.v9i2a1
Baker, J., Grewal, D., & Parasuraman, A. (1994). The Influence of Store Environment on Quality Inferences and Store Image. Journal of the Academy of Marketing Science, 24(4), 328-339.
Baskoro, D. A., Mahmudah, F., & Pati, S. (2022). Pengaruh Harga dan Suasana Café terhadap Kepuasan Pelanggan. Jurnal Ilmiah MEA, 6(3), 1327-1342.
Bitner, M. J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54(2), 69-82.
Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57-71. https://doi.org/10.2307/1252042
Choi, H. (Hailey), Joung, H. W. (David), Choi, E. K. (Cindy), & Kim, H. S. (2022). Understanding Vegetarian Customers: The Effects of Restaurant Attributes on Customer Satisfaction and Behavioral Intentions. Journal of Foodservice Business Research, 25(3), 353-376. https://doi.org/10.1080/15378020.2021.1948296
Djatola, H. R. (2023). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan Café Tanaris Sulawesi Tengah. Jurnal Ilmiah MEA, 5(3), 112-120.
Elake, A. A., Ronald, S., Saleky, J., & Ufie, A. J. R. (2024). Fasilitas Wisata dan Pengaruhnya Terhadap Minat Berkunjung Kembali ke Pantai Hunimua, Kabupaten Maluku Tengah. Administrasi Terapan, 3(1), 264-272.
Enik Oktafiana, Bayu Kurniawan, & Henry Casandra Gultom. (2024). Pengaruh Cafe Atmosphere dan Customer Experience terhadap Repurchase Intention dengan Customer Satisfaction sebagai Variabel Intervening. Jurnal Ilmiah Manajemen Dan Akuntansi, 1(6), 91-99. https://doi.org/10.69714/w1yk9351
Grace Amalia Tondang, Muhammad Lathief Ilhamy Nasution, & Budi Dharma. (2023). Pengaruh Suasana Cafe, Harga, Variasi Menu Terhadap Minat Kunjungan Konsumen (Studi Kasus: Dbest Cafe Tuamang). Syarikat: Jurnal Rumpun Ekonomi Syariah, 6(1), 15-26. https://doi.org/10.25299/syarikat.2023.vol6(1).12913
Grönroos, C. (2007). Service Management and Marketing: Customer Management in Service Competition (3rd ed.). John Wiley & Sons.
Hajarisman, N., & Herlina, M. (2022). Buku Ajar Analisis Regresi dan Aplikasinya menggunakan SPSS. Program Studi Statistika, 1-89. https://doi.org/10.13140/RG.2.2.14988.80008
Hardani, Nur, H. A., Helmina, A., & Roushandy, A. F. (2020). Metode Penelitian Kualitatif & Kuantitatif. Yogyakarta: Pustaka Ilmu.
Holbrook, M. B., & Hirschman, E. C. (1982). The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun. Journal of Consumer Research, 9(2), 132-140.
Ismail, T., & Yusuf, R. (2021). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Kantor IndiHome Gegerkalong di Kota Bandung. Jurnal Ilmiah MEA, 5(3), 413-423.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
Lestari, R. A. (2024). Pengaruh Atmosphere Cafe Pnclut Food Park terhadap Minat Revisit Intention. Review Pendidikan Dan Pengajaran, 7(2), 5348-5356.
Lovelock, C., & Wirtz, J. (2011). Services Marketing: People, Technology, Strategy (7th ed.). Pearson Education.
Mehrabian, A., & Russell, J. A. (1974). An Approach to Environmental Psychology. The MIT Press.
Murni, T., & Yolana Nabilla, H. (2024). Pengaruh Store Atmosphere, Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen. AKSES: Journal of Publik & Business Administration Science, 6(1), 24-31. https://doi.org/10.58535/jasm.v6i1.48
Nor, S., Binti, F., Shariff, A., & Binti, S. N. (2015). The Influence of Service Quality and Food Quality Towards Customer Fulfillment and Revisit Intention. Canadian Social Science, 11(1), 1-9. https://doi.org/10.3968/7369
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63(Special Issue), 33-44.
Parasuraman, A. (2005). Reflections on Gaps Model of Service Quality. Managing Service Quality, 15(5), 404-409.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Paramita. (2021). Metode Penelitian Kuantitatif: Buku Ajar Perkuliahan Metodologi Penelitian bagi Mahasiswa Akuntansi dan Manajemen (3rd ed.). Widya Gama Press.
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the Experience Economy. Harvard Business Review, 76(4), 97-105.
Purnawarman, A. F., Hermani, A., & Pradhanawati, A. (2022). Pengaruh Kualitas Produk dan Suasana Cafe terhadap Minat Beli Ulang Konsumen (Studi Pada Cafe Portobello Sumurboto Semarang). Jurnal Ilmu Administrasi Bisnis, 11(1), 109-117. https://doi.org/10.14710/jiab.2022.33523
Rahayu, A. B., Nurhasan, R., & Dhamayanty, S. (2024). Pengaruh Servicescape dan Kualitas Pelayanan terhadap Kepuasan Pelanggan Café Balong Aja Kabupaten Garut. Jurnal Ilmiah MEA, 8(3), 1327-1342.
Ratna, W. D. P., Noviyansyah, R., & Riza, B. S. (2021). Metode Penelitian Kuantitatif. Jawa Timur: Widya Gama Press.
Sari, P. A. (2020). Pengaruh Kualitas Layanan dan Cafe Atmosphere terhadap Kepuasan Pelanggan (Studi Pada Pelanggan Tipo Cafe Surabaya). Jurnal Pendidikan Tata Niaga, 8(2), 750-756.
Schmitt, B. (1999). Experiential Marketing. Journal of Marketing Management, 15(1-3), 53-67.
Seren, & Chrystiani, R. (2023). Faktor Yang Mempengaruhi Repurchase Intention Pada Coffeeshop Di Kota Batam Dengan Customer Satisfaction Sebagai Mediasi. Jurnal Pendidikan Ekonomi Dan Kewirausahaan, 7(2). https://doi.org/10.29408/jpek.v7i2.22539
Sidik Priadana, & Denok Sunarsi. (2021). Metode Penelitian Kuantitatif. Tangerang Selatan: Pascal Books.
Sugiyono. (2013). Metodologi Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Sugiyono. (2017). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.
Wakefield, K. L., & Blodgett, J. G. (1996). The Effect of the Servicescape on Customers' Behavioral Intentions in Leisure Service Settings. Journal of Services Marketing, 10(6), 45-61.
Zeithaml, V. A., & Bitner, M. J. (2000). Services Marketing: Integrating Customer Focus Across the Firm (2nd ed.). McGraw-Hill.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31-46.
Zulfadhli, F. A., & Ernawadi, Y. (2024). Kontribusi Social Value, Atmosphere dan Food Quality dalam meningkatkan Revisit Intention Pelanggan. Journal of Management and Business (JOMB), 6(3), 1075-1083. https://doi.org/10.31539/jomb.v6i3.8758
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Vetrick Nainggolan, rezki alhamdi
This work is licensed under a Creative Commons Attribution 4.0 International License.
