Determinants of Customer Satisfaction and Revisit Intention Post-covid-19: a Case Study of Flyover Coffee Shop, Indonesia

Abstract

This research analyzes the direct and indirect effects of service quality, food quality, menu, and atmosphere on revisit intention, with customer satisfaction as a mediating variable. The object of the research is Flyover Coffee Shop, with a sample of 216 respondents selected using a convenience sampling technique, with the criteria of having visited more than once. The analysis used the Partial Least Squares (PLS) method with SmartPLS 3.0. The results show that service quality does not have a significant effect on customer satisfaction. Conversely, food quality, the menu, and the atmosphere have a positive and significant impact on customer satisfaction. Customer satisfaction, in turn, has a positive and significant effect on revisit intention. The implications of this research suggest that to increase revisit intention, Flyover Coffee Shop should focus on improving food quality, the menu, and the atmosphere to enhance customer satisfaction. Although service quality is important, it does not show a significant effect in this context, so service improvement strategies may need further consideration for a greater impact on customer satisfaction and loyalty.