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

SEISENSE Journal of Management

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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
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.
Date 2020-07-09
Type info:eu-repo/semantics/article
Peer Reviewed Article
Format application/pdf
Source SEISENSE Journal of Management; Vol. 3 No. 4 (2020): SEISENSE Journal of Management; 21-30
Language eng
Rights Copyright (c) 2020 Purwadi Purwadi, Bella Devitasari , Dio Caisar Darma

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