Coffee shop atmospheric effect on customer satisfaction and behavioural intention

Abstract

Despite the growing number of atmospheric studies in the various service settings such as restaurants and hotels, the application of atmospheric studies in the coffee shop has not gained much attention from scholars. The purpose of this study is to determine the coffee shop atmospheric dimension and the influence on customer satisfaction and behaviour intention of the coffee shop customers. The result of reviewing a large number of service environment literature has identified four dimensions of coffee shop atmospherics: facility aesthetic, ambience condition, spatial layout, and social. Subsequently, these dimensions are used to examine their role in customer satisfaction and behaviour intention. The data were collected from 298 coffee shop customers at ten coffee shops and each measurement was subjected for validity analysis of and composite reliability that were analyzed using confirmatory factor analysis (CFA). The relationship between variables was verified using the Structural Equation Model (SEM). The findings of this study are: first, the coffee shop atmospherics influence customer satisfaction positively; second, customer satisfaction has a mediation role in the relationship between coffee shop atmospheric and behaviour intention; third, customer satisfaction affects behaviour intention significantly. The findings implied that the coffee shop atmospheric has a paramount role in affecting customer satisfaction which can lead to positive behaviour intention of the customers such as spreading the positive word about the coffee shop and revisiting intention.

Predicting Customer Satisfaction and Intention to Revisit at Local Coffee Shop With Industrial Concept in Jakarta

“…This means that the eighth hypothesis which states that the cafe atmosphere affects customer satisfaction is accepted. The results of this study are in accordance with previous research by Aprilia and Suryani (2020), Tamher et al (2019), Rafsanjani andc Sutopo (2017), Lee et al (2018).…”

Influence Of Barista And Product On The Store Atmosphere And Its Impact On Coffee Shop Customer Satisfaction In The Lowland

“…Therefore, coffee shops support various social and economic activities, making it attractive for other business people to open coffee shop businesses worldwide, including in Indonesia. (NW Some previous research results related to the matters above include: 1) Haristianti et al (2021) and Farasa & Kusuma (2015) explained that consumers feel at home in coffee shops for a long time because they feel comfortable with the atmosphere of the shop; 2) Indasari & Bachri (2021) and Purnomo (2017) summarize the store atmosphere influence purchasing decisions; 3) Medikana et al, (2018) and Pramatatya et al, (2004) concluded that the store atmosphere influence on purchases; 4) Afriyanti and Rasmikayati (2018) explained that consumers visit coffee shops to enjoy the atmosphere; 5) Spence et al, (2014) emphasized that the store atmosphere has a strong influence on consumer behavior in purchasing (Spence et al, 2014); 6) Aprilia & Suryani (2020), Pratiwi et al, (2022) and Ayuningtyas et al, (2022) summarize the store atmosphere has a natural effect on consumer satisfaction. Apart from that, several other research results add that the barista variable can increase brand values, including the image of the store atmosphere (Dhifan & Yuningsih, 2022), consumer perceptions of the coffee shop barista variable are at an optimistic level in supporting business development (Wachdijono & Yahya, 2021), Barista interpersonal communication variables influence consumer satisfaction (Pambayun & Soedarsono, 2019) and the barista competency variable in the very high category so that it can support the store atmosphere which is convenient for consumers (Alvarizy & Deliana, 2021).…”