The Influencing Factors on Coffee Shop Customers' Revisit Intention

DOI

10.2991/iconies-18.2019.33How to use a DOI?

Keywords

Service marketing mix, satisfaction, trust, commitment, loyalty and revisit intention

Abstract

This study aims to investigate the effect of the service marketing mix (7Ps) on satisfaction, the impact of trust on commitment, the impact of satisfaction and loyalty on revisit intention in the context of coffee shop retailer in Jakarta. There are 11 hypotheses developed in this study. There were 332 questionnaires distributed. This study uses PLS-SEM as a statistical tool. This study finds that price, place, promotion, people, and process have a positive effect on satisfaction. Then satisfaction has a positive impact on trust and revisits intention. Besides, trust has a positive impact on commitment. Product and physical evidence do not affect satisfaction, and commitment does not change to revisit intention.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Widyawati
AU  - Margaretha Pink Berlianto
PY  - 2019/10
DA  - 2019/10
TI  - The Influencing Factors on Coffee Shop Customers' Revisit Intention
BT  - Proceedings of the 2018 International Conference on Islamic Economics and Business (ICONIES 2018)
PB  - Atlantis Press
SP  - 167
EP  - 173
SN  - 2352-5428
UR  - https://doi.org/10.2991/iconies-18.2019.33
DO  - 10.2991/iconies-18.2019.33
ID  - 2019/10
ER  -