The Influence of Service Quality and Store Atmosphere on Repurchase Intention Among Coffee Shop Consumers In Jabodetabek
DOI:
https://doi.org/10.56956/p3tg4v75Keywords:
coffe shop, repurchase intention, service qualityAbstract
The rapid growth of the coffee shop industry in Jabodetabek has intensified competition, making repurchase intention a critical concern for business sustainability. Although service quality and store atmosphere are widely regarded as antecedents of repurchase intention, prior findings remain inconsistent, and few studies have theorized why customer satisfaction and trust, two conceptually distinct internal responses within a Stimulus-Organism-Response framework, might operate as parallel rather than functionally equivalent mechanisms linking these stimuli to repurchase behavior. This study examines the association of service quality and store atmosphere with customer satisfaction and trust, and tests whether these two constructs mediate their relationship with repurchase intention. A cross-sectional survey was administered to 203 active coffee shop consumers in Jabodetabek using non-probability purposive sampling, and data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with 5,000-subsample bootstrapping. The results indicate that service quality and store atmosphere were positively associated with customer satisfaction and trust, while customer satisfaction was the strongest predictor of repurchase intention (β = 0.528, p < 0.001) and fully mediated the association between both stimuli and repurchase intention; trust exhibited no significant direct or mediating association. These findings suggest that customer satisfaction and trust are not functionally equivalent mediating mechanisms within the coffee shop repurchase context, refining the assumption that any post-purchase psychological response can substitute for another within the S-O-R framework. Given the cross-sectional, non-probability design, these associations should be interpreted as preliminary rather than strictly causal, and findings are discussed with attention to the specific competitive and cultural context of Jabodetabek.
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