PENGARUH ESSENTIAL FAKTOR DAN PERIPHERAL FAKTOR TERHADAP CUSTOMER EXPERIENCE SERTA DAMPAKNYA TERHADAP NIAT BERKUNJUNG KEMBALI KE COFFEE SHOP

Gelar Mahendra, - and Fitri Rahmafitria, - and Gita Siswhara, - (2025) PENGARUH ESSENTIAL FAKTOR DAN PERIPHERAL FAKTOR TERHADAP CUSTOMER EXPERIENCE SERTA DAMPAKNYA TERHADAP NIAT BERKUNJUNG KEMBALI KE COFFEE SHOP. S2 thesis, Universitas Pendidikan Indonesia.

Abstract

Industri kedai kopi di Indonesia mengalami pertumbuhan pesat seiring meningkatnya konsumsi kopi dan perubahan gaya hidup masyarakat, khususnya di Bandung. Namun, persaingan yang semakin ketat menyebabkan banyak kedai kopi lokal kehilangan pelanggan dan terpaksa tutup. Penelitian ini bertujuan untuk menganalisis pengaruh Essential Factor dan Peripheral Factor terhadap Revisit Intention, dengan Customer Experience sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif dengan metode Structural Equation Modeling - Partial Least Squares (SEM-PLS), berdasarkan data dari 150 responden yang merupakan pengunjung Tahura Coffee, Sedjiwa Coffee, dan Eighteen Coffee di Kota Bandung. Hasil penelitian menunjukkan bahwa Peripheral Factor memiliki pengaruh lebih besar terhadap terbentuknya Customer Experience, yang kemudian secara signifikan memengaruhi Revisit Intention. Faktor-faktor peripheral seperti suasana, pencahayaan, aroma, musik, dan desain interior mampu membangkitkan keterlibatan emosional dan menciptakan kesan unik yang mendorong keinginan untuk kembali. Sementara itu, Essential Factor tetap penting sebagai dasar kepuasan, namun tidak cukup kuat secara sendiri untuk mendorong loyalitas pelanggan tanpa dukungan suasana yang berkesan. Penelitian ini juga mengembangkan kerangka konseptual Mehrabian-Russell Model melalui pendekatan Stimulus–Organism–Response (SOR). Essential Factor dan Peripheral Factor berperan sebagai stimulus yang memicu reaksi internal pelanggan (organism) dalam bentuk pengalaman kognitif, emosional, sensorik, dan sosial. Reaksi ini kemudian menghasilkan response berupa niat untuk berkunjung kembali (revisit intention). Temuan ini menegaskan bahwa dalam industri kedai kopi, membangun pengalaman pelanggan secara menyeluruh melalui elemen-elemen peripheral menjadi kunci dalam mempertahankan loyalitas. Implikasi praktisnya, pelaku usaha perlu menciptakan keseimbangan antara kualitas dasar layanan dan atmosfer yang mendukung identitas merek secara konsisten. The coffee shop industry in Indonesia has experienced rapid growth in line with the increasing consumption of coffee and changing lifestyles, particularly in Bandung. However, intensifying competition has led many local coffee shops to lose customers and eventually shut down. This study aims to analyze the influence of Essential Factors and Peripheral Factors on Revisit Intention, with Customer Experience as a mediating variable. A quantitative approach was employed using Structural Equation Modeling - Partial Least Squares (SEM-PLS), based on data collected from 150 respondents who visited Tahura Coffee, Sedjiwa Coffee, and Eighteen Coffee in Bandung.The findings reveal that Peripheral Factors exert a stronger influence on the formation of Customer Experience, which in turn significantly affects Revisit Intention. Elements such as ambiance, lighting, aroma, music, and interior design are effective in stimulating emotional engagement and creating a unique impression that encourages customers to return. Meanwhile, Essential Factors remain fundamental to ensuring satisfaction but are not sufficient on their own to foster customer loyalty without the support of a memorable atmosphere.This study further extends the Mehrabian-Russell framework by adopting the Stimulus–Organism–Response (SOR) approach. Essential and Peripheral Factors act as stimuli that trigger internal customer reactions (organism) in the form of cognitive, emotional, sensory, and social experiences. These internal states subsequently lead to a response manifested in revisit intention. The results highlight that in the coffee shop industry, building holistic customer experiences through peripheral elements plays a key role in sustaining customer loyalty. From a practical perspective, business owners need to maintain a balance between service quality and atmospheric elements that consistently reinforce brand identity.

	Text T_PAR_2208484_Title.pdf Download (722kB)
	Text T_PAR_2208484_Chapter 1.pdf Download (227kB)
	Text T_PAR_2208484_Chapter 2.pdf Restricted to Staf Perpustakaan Download (267kB)
	Text T_PAR_2208484_Chapter 3.pdf Download (684kB)
	Text T_PAR_2208484_Chapter 4.pdf Restricted to Staf Perpustakaan Download (738kB)
	Text T_PAR_2208484_Chapter 5.pdf Download (166kB)
	Text T_PAR_2208484_Appendix.pdf Restricted to Staf Perpustakaan Download (329kB)

Item Type:	Thesis (S2)
Additional Information:	SINTA ID DOSEN PEMBIMBING Fitri Rahmafitria: 6067571 Gita Siswhara:5978179
Uncontrolled Keywords:	Essential Factor, Peripheral Factor, Customer Experience, Revisit Intention, Kedai Kopi Essential Factor, Peripheral Factor, Customer Experience, Revisit Intention, Coffee Shop, SEM-PLS
Subjects:	H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HF Commerce
Divisions:	Sekolah Pasca Sarjana > Magister Pariwisata
Depositing User:	Gelar Mahendra
Date Deposited:	22 Sep 2025 09:08
Last Modified:	22 Sep 2025 09:08
URI:	http://repository.upi.edu/id/eprint/140079

Actions (login required)

View Item