Store Atmosphere, SERVQUAL and Consumer Loyalty: Case Study of Excelso Coffee Shop

SEISENSE Journal of Management

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Field Value
 
Title Store Atmosphere, SERVQUAL and Consumer Loyalty: Case Study of Excelso Coffee Shop
 
Creator Purwadi, Purwadi
Devitasari , Bella
Caisar Darma, Dio
 
Subject Store amosphere
service quality
loyalty
customer loyalty
 
Description Purpose- With competitors, making business people must continue to evaluate the marketing strategy carried out and understand consumer behavior, especially from the coffee shop. The study aims to present the relationship between Store Atmosphere, SERVQUAL, and Consumer Loyalty in Excelso (Big Mall, Samarinda City).
Design/Methodology- We conduct online surveys (instrumental social networking sites). The sample of this study was based on purposive sampling. There were total 98 participants. The study hypotheses were assessed with the OLS model.
Findings- We find that there is a significant positive effect of the Store Atmosphere variable on SERVQUAL and SERVQUAL on Consumer Loyalty. Meanwhile, the relationship between Store Atmosphere and SERVQUAL variables is positive-insignificant.
Practical Implications- With this study, it can create a sense of curiosity to conduct further research, namely by holding interviews or distributing a broader questionnaire to obtain maximum results.
 
Publisher SEISENSE (PRIVATE) LIMITED
 
Date 2020-07-09
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer Reviewed Article
 
Format application/pdf
 
Identifier http://journal.seisense.com/index.php/jom/article/view/385
10.33215/sjom.v3i4.385
 
Source SEISENSE Journal of Management; Vol. 3 No. 4 (2020): SEISENSE Journal of Management; 21-30
2617-5770
 
Language eng
 
Relation http://journal.seisense.com/index.php/jom/article/view/385/117
 
Rights Copyright (c) 2020 Purwadi Purwadi, Bella Devitasari , Dio Caisar Darma
https://creativecommons.org/licenses/by/4.0
 

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