Pengaruh Store Atmosphere, Service Quality, Customer Satisfaction Pada Revisit Intention Di Tunjungan 39

Satriatama, Kadek Bima Ardli (2025) Pengaruh Store Atmosphere, Service Quality, Customer Satisfaction Pada Revisit Intention Di Tunjungan 39. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Tingginya persaingan di industri makanan dan minuman (F&B) menuntut pelaku usaha untuk menciptakan pengalaman bersantap yang tidak hanya berfokus pada produk makanan, melainkan juga pada aspek suasana dan layanan yang berkualitas. Penelitian ini bertujuan untuk menganalisis Penelitian ini bertujuan untuk menganalisis pengaruh Store Atmosphere dan Service Quality terhadap Revisit Intention pada konsumen Tunjungan 39, dengan variabel mediasi Customer Satisfaction. Penelitian ini menggunakan pendekatan pendekatan kuantittif dengan metode survei kuesioner yang dilakukan secara online kepada 203 responden yang berusia 18-40 tahun dengan kriteria pernah mengunjungi Tunjungan 39 setidaknya 1 kali dalam kurun waktu 6 bulan terakhir. Teknik pengambilan sampel menggunakan Purposive Sampling dengan Partial Least Square-Structural Equation Modeling (PLS-SEM) sebagai teknik analisis. Hasil penelitian menunjukan bahwa Store Atmosphere dan Service Quality berpengaruh positif terhadap Customer Satisfaction. Store Atmosphere dan Customer Satisfaction juga berpengaruh positif terhadap Revisit Intention. Namun Service Quality tidak menunjukan pengaruh signifikan terhadap Revisit Inteniton. Customer Satisfaction sebagai variabel mediasi dapat berperan signifikan dalam memediasi Service Quality terhadap Revisit Intention. Penelitian ini diharapkan dapat memberikan kontribusi teoritis dalam bidang pemasaran jasa serta memberikan panduan praktis bagi pengusaha kuliner dalam merancang strategi pengalaman bersantap yang lebih optimal untuk membuat pelanggan melakukan kunjungan kembali, dan mempertahankan pelanggan.
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The intense competition in the food and beverage (F&B) industry requires business actors to create a dining experience that not only focuses on food products but also emphasizes atmosphere and quality service. This study aims to analyze the influence of Store Atmosphere and Service Quality on Revisit Intention among customers of Tunjungan 39, with Customer Satisfaction as a mediating variable. A quantitative approach was employed, utilizing an online survey method with 203 respondents aged 18–40 years who had visited Tunjungan 39 at least once within the last six months. The sampling technique used was Purposive Sampling, and data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that both Store Atmosphere and Service Quality have a positive effect on Customer Satisfaction. Furthermore, Store Atmosphere and Customer Satisfaction positively influence Revisit Intention. However, Service Quality does not show a significant direct effect on Revisit Intention. Customer Satisfaction plays a significant mediating role in the relationship between Service Quality and Revisit Intention. This research is expected to contribute theoretically to the field of service marketing and provide practical guidance for culinary entrepreneurs in designing a more optimal dining experience strategy to encourage customer revisits and enhance customer retention.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Customer Satisfaction, Revisit Intention, Service Quality, Store Atmosphere
Subjects:	H Social Sciences > HB Economic Theory > HB801 Consumer behavior.
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Kadek Bima Ardli Satriatama
Date Deposited:	28 Jul 2025 10:42
Last Modified:	28 Jul 2025 10:42
URI:	http://repository.its.ac.id/id/eprint/121176

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