Marzuqoh, Hanifah Athala (2026) PENGARUH STORE ATMOSPHERE DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA KONSUMEN BAR KOPI LINGGO PROBOLINGGO. S1 thesis, Universitas PGRI Madiun.
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Abstract
The increasingly competitive coffee shop business environment encourages business owners to create an atmosphere and customer experience that can enhance customer satisfaction and loyalty. This study aims to analyze the effects of store atmosphere and customer experience on customer loyalty with customer satisfaction as an intervening variable among customers of Bar Kopi Linggo Probolinggo. The study employed a quantitative approach with purposive sampling involving 385 respondents. Data were collected through questionnaires and tested using SPSS for instrument validity and reliability, then analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with the assistance of SmartPLS 4.0. The results show that store atmosphere and customer experience have positive and significant effects on customer satisfaction and customer loyalty. Customer satisfaction also has a positive and significant effect on customer loyalty and mediates the effects of store atmosphere and customer experience on customer loyalty. The direct effects of both variables are greater than their indirect effects, indicating that customer satisfaction serves as a partial mediator. The model explains 58.9% of the variance in customer satisfaction and 59.1% of the variance in customer loyalty. The findings indicate that the semi-outdoor and open-bar concepts, positive customer experiences, and limited-edition menu innovations are important elements in shaping customer loyalty.
| Item Type: | Thesis/Skripsi/Tugas Akhir (S1) |
|---|---|
| Kata Kunci: | Store Atmosphere; Customer Experience; Customer Satisfaction; Customer Loyalty |
| Subjects: | A Social Sciences > HF Commerce |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | MARZUQOH ATHALA HANIFAH |
| Date Deposited: | 22 Oct 2026 03:52 |
| Last Modified: | 22 Oct 2026 03:52 |
| URI: | http://eprint.unipma.ac.id/id/eprint/10521 |
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