PENGARUH SERVICESCAPE TERHADAP REVISIT INTENTION MELALUI CUSTOMER SATISFACTION PADA CAFE SEBAGAI RUANG PRODUKTIF DALAM PERSPEKTIF GENERASI Z

Alma Nurul Fadia, - and Heri Puspito Diyah Setiyorini, - and Rijal Khaerani, - (2025) PENGARUH SERVICESCAPE TERHADAP REVISIT INTENTION MELALUI CUSTOMER SATISFACTION PADA CAFE SEBAGAI RUANG PRODUKTIF DALAM PERSPEKTIF GENERASI Z. S1 thesis, Universitas Pendidikan Indonesia.

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh servicescape terhadap revisit intention dengan mempertimbangkan peran customer satisfaction sebagai variabel mediator. Penelitian ini menggunakan pendekatan kuantitatif dengan jenis penelitian yaitu deskriptif dan verifikatif melalui metode explanatory survey. Data yang digunakan merupakan data primer yang diperoleh dari 400 responden Generasi Z yang pernah atau memiliki pengalaman menggunakan cafe sebagai ruang produktif untuk belajar atau bekerja jarak jauh. Teknik analisis yang digunakan adalah Structural Equation Model (SEM). Hasil penelitian ini menunjukkan bahwa secara parsial, servicescape berpengaruh signifikan terhadap customer satisfaction, dan customer satisfaction berpengaruh signifikan terhadap revisit intention. Namun, servicescape tidak berpengaruh signifikan terhadap revisit intention. Adapun secara simultan, servicescape berpengaruh signifikan terhadap revisit intention melalui customer satisfaction. Dalam hal ini, customer satisfaction memiliki peran mediasi antara servicescape dengan revisit intention. This study aims to determine the influence of servicescape on revisit intention by considering the role of customer satisfaction as a mediating variable. This study uses a quantitative approach with a descriptive and verificative research type through an explanatory survey method. The data used is primary data obtained from 400 Generation Z respondents who have had or have experience using cafes as productive spaces for studying or working remotely. The analysis technique used is Structural Equation Model (SEM). The results of this study indicate that partially, servicescape has a significant effect on customer satisfaction, and customer satisfaction has a significant effect on revisit intention. However, servicescape does not have a significant effect on revisit intention. Simultaneously, servicescape has a significant effect on revisit intention through customer satisfaction. In this case, customer satisfaction plays a mediating role between servicescape and revisit intention.

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Item Type:	Thesis (S1)
Additional Information:	https://scholar.google.com/citations?user=urUICiYAAAAJ&hl=id ID SINTA Dosen Pembimbing Heri Puspito Diyah Setiyorini: 0031107603 Rijal Khaerani: 0421088501
Uncontrolled Keywords:	Servicescape, Revisit Intention, Customer Satisfaction, Generasi Z, Cafe, Ruang Produktif, Generation Z, Cafe, Productive Space
Subjects:	G Geography. Anthropology. Recreation > GV Recreation Leisure L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Pemasaran Pariwisata
Depositing User:	Alma Nurul Fadia
Date Deposited:	27 Oct 2025 06:48
Last Modified:	27 Oct 2025 06:48
URI:	http://repository.upi.edu/id/eprint/144331

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