FACTORS INFLUENCING CUSTOMERS SATISFACTION TOWARDS REVISIT INTENTION ON CAFÉS IN JAKARTA

Abstract

Purpose ⎯ The purpose of this research is to determine the factors influencing customers satisfaction that will lead to intention to revisit cafés in Jakarta. Design / Methodology / Approach ⎯ Statistical software both SPSS Statistics 22. And IBM SPSS AMOS 26.0 were used to analyze the validity, reliability, model fit and hypothesis testing. The researcher used quantitative method with Structural Equation Modelling (SEM) – Amos Technique. Findings ⎯ In total there are 223 responses that were analyzed. The result has showed that food quality, service quality price value, and atmosphere of the café influence customer satisfaction while location does not influence customer satisfaction. Then, customer satisfaction influences the intention to revisit a café. Originality/value ⎯ This research is the first one in Indonesia that discusses the factors influencing customers satisfaction towards revisit intention on cafés in Jakarta with independent variables which are food quality, service quality, price value, atmosphere, and location. Meanwhile, it also has mediating variable which is customer satisfaction and the dependent variable is revisit intention.