PERAN CUSTOMER EXPERIENCE DAN ISLAMIC ATTRIBUTES TERHADAP REVISIT INTENTION PADA COFFEE SHOP DI KOTA BANDUNG DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIATOR

Hafsah Kanisah, - and A Jajang W. Mahri, - and Dea Aryandhana Mulyana Haris, - (2025) PERAN CUSTOMER EXPERIENCE DAN ISLAMIC ATTRIBUTES TERHADAP REVISIT INTENTION PADA COFFEE SHOP DI KOTA BANDUNG DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIATOR. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Industri kedai kopi di Kota Bandung mengalami pertumbuhan pesat yang mencerminkan perubahan gaya hidup konsumtif serta meningkatnya ekspektasi konsumen terhadap pengalaman berkunjung dan nilai-nilai religius. Generasi Z Muslim tidak hanya mempertimbangkan cita rasa dan layanan, tetapi juga sejauh mana kedai kopi mencerminkan prinsip-prinsip Islam, seperti kehalalan produk dan ketersediaan fasilitas ibadah. Penelitian ini bertujuan untuk menganalisis pengaruh pengalaman pelanggan dan atribut Islam terhadap minat berkunjung kembali, dengan kepuasan pelanggan sebagai variabel mediasi. Pendekatan kuantitatif digunakan melalui survei terhadap 213 responden, dan data dianalisis menggunakan metode Structural Equation Modeling berbasis Partial Least Square (SEM-PLS). Hasil penelitian menunjukkan bahwa pengalaman pelanggan dan atribut Islam secara langsung berpengaruh positif terhadap minat berkunjung kembali. Namun, kepuasan pelanggan terbukti belum mampu memediasi pengalaman pelanggan terhadap minat berkunjung kembali. Selain itu, kepuasan pelanggan mampu memediasi hubungan atribut Islam terhadap minat berkunjung kembali. Temuan ini menegaskan pentingnya strategi pemasaran berbasis pengalaman dan nilai-nilai Islami dalam membangun loyalitas pelanggan, khususnya dalam konteks konusmen Muslim kelas menangah. Penelitian ini diharapkan dapat memperkuat literatur dalam bidang pemasaran Islami dan perilaku konsumen, serta memberikan kontribusi praktis bagi pelaku usaha dalam meningkatkan daya saing dan mendukung pertumbuhan ekonomi kreatif serta ekonsistem wisata kuliner halal di Kawasan urban. The coffee shop industry in Bandung City is experiencing rapid growth, reflecting changes in consumer lifestyles and increasing consumer expectations regarding the coffee shop experience and religious values. Generation Z Muslims consider not only taste and service, but also the extent to which coffee shops reflect Islamic principles, such as product halalness and the availability of prayer facilities. This study aims to analyze the influence of customer experience and Islamic attributes on revisit intention, with customer satisfaction as a mediating variable. A quantitative approach was used through a survey of 213 respondents, and data were analyzed using the Structural Equation Modeling method based on Partial Least Squares (SEM-PLS). The results showed that customer experience and Islamic attributes directly and positively influence revisit intention. However, customer satisfaction was not proven to be able to mediate the relationship between customer experience and revisit intention. Furthermore, customer satisfaction was able to mediate the relationship between Islamic attributes and revisit intention. These findings emphasize the importance of experiential marketing strategies and Islamic values in building customer loyalty, especially in the context of middle-class Muslim consumers. This research is expected to strengthen the literature in the field of Islamic marketing and consumer behavior, as well as provide practical contributions for business actors in increasing competitiveness and supporting the growth of the creative economy and the halal culinary tourism ecosystem in urban areas.

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Item Type:	Thesis (S1)
Additional Information:	https://scholar.google.com/citations?hl=en&user=2P4nvlwAAAAJ ID SINTA Dosen Pembimbing: A Jajang W Mahri: 5993287 Dea Aryandhana Mulyana Haris: 6898108
Uncontrolled Keywords:	Pengalaman Pelanggan, Atribut Islam, Kepuasan Pelanggan, Niat Berkunjung Kembali, Kedai Kopi Customer Experience, Islamic Attributes, Customer Satisfaction, Revisit Intention, Coffee Shop
Subjects:	H Social Sciences > HF Commerce
Divisions:	Fakultas Pendidikan Ekonomi dan Bisnis > Ilmu Ekonomi dan Keuangan Islam
Depositing User:	Hafsah Kanisah
Date Deposited:	20 Aug 2025 08:56
Last Modified:	20 Aug 2025 08:56
URI:	http://repository.upi.edu/id/eprint/135421

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