Influence of the Upscale Café Servicescape on Satisfaction and Loyalty Intention

DOI

10.2991/aebmr.k.200127.064How to use a DOI?

Keywords

servicescape, satisfaction, loyalty, upscale Café

Abstract

This study aims to examine the relationship between servicescape, satisfaction, and loyalty intention in the Upscale Café setting. The sample of this study was 186 customers of Upscale Café in Tarakan City, Indonesia, on August 2019. To achieve the objectives of this study, SmartPLS 3.0 Professional was used to test convergent validity and discriminant validity as well as tools to develop structural models and test hypotheses. The results of this study indicated that servicescape had an insignificant direct effect on loyalty intention and satisfaction had a significant direct effect on loyalty intention. Meanwhile, the role of satisfaction in mediating the effect of servicescape on loyalty intention towards was fully mediated. Theoretically, the results of this study contribute to the development of the customer loyalty model, whereas pragmatically, it could be applied for marketing strategies to increase the Upscale Café customer loyalty.

Copyright

© 2020, 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/).

Download article (PDF)

TY  - CONF
AU  - Marso
AU  - Rafiq Idris
AU  - Lydia Ari Widyarini
PY  - 2020
DA  - 2020/01/31
TI  - Influence of the Upscale Café Servicescape on Satisfaction and Loyalty Intention
BT  - Proceedings of the 17 th International Symposium on Management (INSYMA 2020)
PB  - Atlantis Press
SP  - 312
EP  - 315
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200127.064
DO  - 10.2991/aebmr.k.200127.064
ID  - 2020
ER  -