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Type of publication: journal article
Author(s): Ilmi, Zainal;Darma, Dio Caisar;Wijayanti, Tri Cicik
Title: Can SERVQUAL mediate from the store atmosphere and customer satisfaction?
Is part of: Management theory and studies for rural business and infrastructure development = Vadybos mokslas ir studijos - kaimo verslų ir jų infrastruktūros plėtrai : mokslo darbai, 2020, vol. 42, no. 3, p. 359-368
Date: 2020
Keywords: Store atmosphere;SERVQUAL;Customer satisfaction;J. Co Donuts and Coffe;Indonesia
Abstract: J. Co donuts and Coffee is a restaurant-based franchise company that is in great demand by some people to enjoy a weekend or just hang out for a moment with family and colleagues. Their donuts, coffee, and yogurt products have been adapted to the tastes of the Indonesian people. However, some customers feel that there are still shortcomings in terms of store atmosphere, SERVQUAL, and customer satisfaction which we need to examine. The objectivity of this study is to test the extent of the relationship between the three variables. Samples were taken from 2 large outlets (Samarinda and Surabaya) as samples that we interviewed during March - June 2020. There are four hypotheses that will be tested using 350 valid questionnaires. As a result, three hypotheses were accepted that presented store atmosphere, and SERVQUAL had a positive relationship with customer satisfaction. The store atmosphere also has a positive effect on customer satisfaction through SERVQUAL. Thus, this study suggests an alternative model, so that all hypotheses can be accepted. J.Co donuts and coffee management must consider the store atmosphere and SERVQUAL as two important factors in maintaining customer satisfaction.
Appears in Collections:Management Theory and Studies for Rural Business and Infrastructure Development / Vadybos mokslas ir studijos: kaimo verslų ir jų infrastruktūros plėtrai 2020, vol. 42, no. 3

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