BUSINESS MANAGEMENT JOURNAL

This research aims to investigate the influence of Brand Awareness, Brand Image, Perceived Service Quality, Perceived Product Quality, Physical Environment, Customer Satisfaction, and Customer Habits on Intention to Revisit. The data was obtained through a survey involving the participation of 300 respondents. The researcher utilised primary data obtained by distributing questionnaires randomly through WhatsApp, Instagram, and other social media platforms using Google Forms. The sampling technique employed was non-probability sampling. The sampling technique used in this study is non-probability sampling. The respondents for this research consist of consumers of the Toko Kopi Tuku brand from the X, millennial, and Z generations who reside in the Jabodetabek area. In this study, a variance-based structural equation modelling approach was employed using Smart PLS (Partial Least Square) version 3.2.9 software. The study’s results explored the influence of Brand Awareness, Brand Image, and Perceived Product Quality on Customer Satisfaction, except for Perceived Service Quality and Physical Environment, which did not affect Customer Satisfaction. Customer Satisfaction also influences Customer Habits and Intention to Revisit. Similarly, Customer Habits affect Intention to Revisit. This study has contributed to the research on variables influencing Customer Satisfaction, Customer Habits, and Intention to Revisit. 

Abbasi, G. A., Kumaravelu, J., Goh, Y. N., & Dara Singh, K. S. (2021). Understanding the intention to revisit a destination by expanding the theory of planned behaviour (TPB). Spanish Journal of Marketing - ESIC, 25(2), 282–311. https://doi.org/10.1108/SJME-12-2019-0109

Abuthahir, S. B. S., & Krishnapillai, G. (2018). How does the Ambience of Cafe Affect the Revisit Intention among its Patrons? A S on the Cafes in Ipoh, Perak. MATEC Web of Conferences, 150. https://doi.org/10.1051/matecconf/201815005074

Adi, P., Dhiaulhaq, M., & Novandari, W. (2019). Customer Satisfaction As The Moderating Variable Of Customer Loyalty. Customer Satisfaction As The Moderating Variable Of Customer Loyalty.

Allameh, S. M., Pool, J. K., Jaberi, A., Salehzadeh, R., & Asadi, H. (2015). Factors influencing sport tourists’ revisit intentions: The role and effect of destination image, perceived quality, perceived value and satisfaction. Asia Pacific Journal of Marketing and Logistics, 27(2), 191–207. https://doi.org/10.1108/APJML-12-2013-0159

Amoroso, D., & Lim, R. (2017). The mediating effects of habit on continuance intention. International Journal of Information Management, 37(6), 693–702. https://doi.org/10.1016/j.ijinfomgt.2017.05.003

Anggraeni, Y., Retnoningsih, D., & Wahib Muhaimin, A. (2019). THE INFLUENCE OF SATISFACTION ON CONSUMER LOYALTY OF SUMAWE COFFEE MALANG. Agricultural Social Economic Journal, 19(01), 19–25. https://doi.org/10.21776/ub.agrise.2019.019.1.3

Annur, C. (2023). Produksi Kopi Indonesia Meningkat, Capai 794 Ribu Ton pada 2022. Databoks.Katadata.Co.Id. https://databoks.katadata.co.id/datapublish/2023/03/13/produksi-kopi-indonesia-meningkat-capai-794-ribu-ton-pada-2022

Aqila, H., Syarmimi, I., Adawiyah, H., Akhtar, I., Alhesainan, M. S., & Fahad Altayyar, L. (2022). Customer Satisfaction Act upon the Brand’s Fame: A Case Study of Nestle. International Journal of Applied Business and International Management (IJABIM), 7(2), 59–71. https://doi.org/10.32535/ijabim.v7i2.162

Araújo, J., Pereira, I. V., & Santos, J. D. (2023). The Effect of Corporate Social Responsibility on Brand Image and Brand Equity and Its Impact on Consumer Satisfaction. Administrative Sciences, 13(5). https://doi.org/10.3390/admsci13050118

Arlina Laras. (2023, June 15). Strategi Bisnis Toko Kopi Tuku, Sukses Tanpa Kemitraan. Https://Entrepreneur.Bisnis.Com/.

Bae, J. H., & Jeon, H. M. (2022). Exploring the Relationships among Brand Experience, Perceived Product Quality, Hedonic Value, Utilitarian Value, and Brand Loyalty in Unmanned Coffee Shops during the COVID-19 Pandemic. Sustainability (Switzerland), 14(18). https://doi.org/10.3390/su141811713

Baek, E., Choo, H. J., Oh, H., & Yoon, S. Y. (2018). How consumers “see” a visually warm store: Differences between affective and cognitive processors. Journal of Consumer Behaviour, 17(2), 149–160. https://doi.org/10.1002/cb.1698

Bernarto, Berlianto, Meilani, Suryawan, & RMasman. (2020). The Influence of Brand Awareness, Brand Image, and Brand Trust on Brand Loyalty. Jurnal Manajemen, 24(3), 412. https://doi.org/10.24912/jm.v24i3.676

Bimaruci, H., Havidz, H., Rizky Mahaputra, M., & Ilhamalimy, R. R. (2021). MODEL OF PURCHASING DECISIONS AND CUSTOMER SATISFACTION: ANALYSIS OF BRAND IMAGE AND PRODUCT QUALITY (MARKETING MANAGEMENT LITERATURE REVIEW). 1(6). https://doi.org/10.38035/dijefa.v1i6

de Oliveira Santini, F., Ladeira, W. J., Pinto, D. C., Herter, M. M., Sampaio, C. H., & Babin, B. J. (2020). Customer engagement in social media: a framework and meta-analysis. In Journal of the Academy of Marketing Science (Vol. 48, Issue 6, pp. 1211–1228). Springer. https://doi.org/10.1007/s11747-020-00731-5

Dhisasmito, P. P., & Kumar, S. (2020a). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253–2271. https://doi.org/10.1108/BFJ-10-2019-0763

Dhisasmito, P. P., & Kumar, S. (2020b). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253–2271. https://doi.org/10.1108/BFJ-10-2019-0763

Espinosa, J. A., Ortinau, D. J., Krey, N., & Monahan, L. (2018). I’ll have the usual: how restaurant brand image, loyalty, and satisfaction keep customers coming back. Journal of Product and Brand Management, 27(6), 599–614. https://doi.org/10.1108/JPBM-10-2017-1610

Fatima, R., & Billah, U. I. (2022). Contributors of Brand Switching: The Mediating Role of Brand Image and Customer Satisfaction (Vol. 20).

Fiedler, K., & Von Sydow, M. (2015). Heuristics and biases: Beyond Tversky and Kahneman’s (1974) judgment under uncertainty. https://www.researchgate.net/publication/280981235

Hafez, M. (2018). Measuring the impact of corporate social responsibility practices on brand equity in the banking industry in Bangladesh: The mediating effect of corporate image and brand awareness. International Journal of Bank Marketing, 36(5), 806–822. https://doi.org/10.1108/IJBM-04-2017-0072

Hair, J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use “PLS-SEM or CB-SEM: updated guidelines on which method to use.” In Organizational Research Methods, MIS Quarterly, and International Journal (Vol. 1, Issue 2).

Handayani, P. T., Kepramareni, P., & Kusuma, I. G. A. E. T. (2022). The Analysis of the Quality of the Physical Environment, Service and Product on Revisit Intention through Customer Satisfaction at a Coffee Shop in Kintamani-Bali. European Journal of Business and Management Research, 7(6), 115–119. https://doi.org/10.24018/ejbmr.2022.7.6.1621

Handriana, T., Yulianti, P., Kurniawati, M., Arina, N. A., Aisyah, R. A., Ayu Aryani, M. G., & Wandira, R. K. (2020). Purchase behavior of millennial female generation on Halal cosmetic products. Journal of Islamic Marketing, 12(7), 1295–1315. https://doi.org/10.1108/JIMA-11-2019-0235

Hasan, G., & Noor Liana, E. (2022). What Influences Fashion Consumers’ Loyalty On Social Media in Indonesia? International Journal of Islamic Business and Management Review, 2(1), 42–58. https://doi.org/10.54099/ijibmr.v2i1.125

Hasibuan, B. (2021). Development Strategy of Coffee Shop Business in Office Area Jakarta, Indonesia. Current Journal of Applied Science and Technology, 35–40. https://doi.org/10.9734/cjast/2021/v40i1431401

Hoehle, H., Aloysius, J. A., Chan, F., & Venkatesh, V. (2018). Customers’ tolerance for validation in omnichannel retail stores: Enabling logistics and supply chain analytics. International Journal of Logistics Management, 29(2), 704–722. https://doi.org/10.1108/IJLM-08-2017-0219

Huang, C., & Nuangjamnong, C. (2022). Analyzing Factors Influencing Customer Satisfaction towards Customer Purchase Intention in Louisa Coffee, Taiwan Global Scientific and Academic Research Journal of Multidisciplinary Studies ISSN: 2583-4088 (Online) Global Scientific and Academic Research Journal of Multidisciplinary Studies Analyzing Factors Influencing Customer Satisfaction towards Customer Purchase Intention in Louisa Coffee, Taiwan. https://www.researchgate.net/publication/366529313

Kim, B. (2018). The role of dedication-based and constraint-based mechanisms in consumers’ sustainable outcomes in the coffee chain industry. Sustainability (Switzerland), 10(8). https://doi.org/10.3390/su10082636

Kotler, P., & Keller, K. L. (2016). Marketing management (Vol. 15e).

Kusumah, A., & Lee,  Cheng-Wen. (2020). DO GREEN MARKETING AND GREEN BRAND AWARENESS INFLUENCE CUSTOMER SATISFACTION? AN EMPIRICAL STUDY.

Lee, H. J. (2022). A Study on the Effect of Customer Habits on Revisit

Intention Focusing on Franchise Coffee Shops. Information (Switzerland), 13(2). https://doi.org/10.3390/info13020086

Littya, N. (2018). The rise of Indonesia’s modern concept of coffee shops - TLD by MW | DO. Thelowdown.Momentum.Asia. https://thelowdown.momentum.asia/indonesias-rise-of-modern-new-concept-of-coffee-shops/

Loa, & Berlianto. (2022). Drivers Of Purchase Intention And Willingness To Pay Microtransactions In Mobile Legends. Jurnal Manajemen, 26(3), 567–590. https://doi.org/10.24912/jm.v26i3.1022

Nabilah Muhamad. (2023, October 16). 10 Restoran dengan Jumlah Gerai Terbanyak di Indonesia pada 2022. https://databoks.katadata.co.id/infografik/2023/10/16/10-restoran-dengan-jumlah-gerai-terbanyak-di-indonesia-pada-2022

Nguyen Viet, B., Dang, H. P., & Nguyen, H. H. (2020). Revisit intention and satisfaction: The role of destination image, perceived risk, and cultural contact. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1796249

Parahita, A. S., & Marwanti, S. (2022). Analisis Pengaruh Brand Image, Product Attribute, Service Quality, dan Perceived Value Terhadap Repurchase Intention Produk Getuk Eco, Dimediasi Oleh Customer Satisfaction. Journal of Cooperative, Small and Medium Enterprise Development, 1(1), 39. https://doi.org/10.20961/cosmed.v1i1.65937

Samoggia, A., Del Prete, M., & Argenti, C. (2020). Functional needs, emotions, and perceptions of coffee consumers and non-consumers. Sustainability (Switzerland), 12(14). https://doi.org/10.3390/su12145694

Su, J., Iqbal, M. A., Haque, F., & Akter, M. M. K. (2023). Sustainable apparel: a perspective from Bangladesh’s young consumers. Social Responsibility Journal. https://doi.org/10.1108/SRJ-01-2022-0035

Syahputro, P., Zulkifli Amanda, M., Ristanti, K. A., Surya, J. L., No, K., & Selatan -Banten, P. T. (2022a). JIMF (Jurnal Ilmiah Manajemen Antecedents of Customer Loyalty Using Social Exchange Theory in Building Customer Loyalty in the Coffee Shops PRODI MAGISTER MANAJEMEN & FORKAMMA UNPAM. 5(3).

Syahputro, P., Zulkifli Amanda, M., Ristanti, K. A., Surya, J. L., No, K., & Selatan -Banten, P. T. (2022b). JIMF (Jurnal Ilmiah Manajemen Antecedents of Customer Loyalty Using Social Exchange Theory in Building Customer Loyalty in the Coffee Shops PRODI MAGISTER MANAJEMEN & FORKAMMA UNPAM. 5(3).

Thaichon, P., Quach, S., & Ngo, L. V. (2022). Emerging Research Trends in Marketing: A Review of Australasian Marketing Journal. In Australasian Marketing Journal (Vol. 30, Issue 3, pp. 214–227). SAGE Publications Ltd. https://doi.org/10.1177/14413582221110450

Ting, H., Lau, W. M., Cheah, J. H., Yacob, Y., Memon, M. A., & Lau, E. (2018). Perceived quality and intention to revisit coffee concept shops in Malaysia: A mixed-methods approach. British Food Journal, 120(5), 1106–1119. https://doi.org/10.1108/BFJ-08-2017-0452

Tsiotsou, R. (2006). The role of perceived product quality and overall satisfaction on purchase intentions. International Journal of Consumer Studies, 30(2), 207–217. https://doi.org/10.1111/j.1470-6431.2005.00477.x

Unarto, T., Suhud, U., & Rizan, M. (2022). The Role of Continuance Intention, e-wallet Applications Users for Transaction Multi-payments in Indonesia. Business Management and Strategy, 13(2), 174. https://doi.org/10.5296/bms.v13i2.20427

Widjaja, A., & Kusuma, B. H. (2015). Widjaja and Kusuma: The Study of The Antecedents of Retail Shoppers’… THE STUDY OF THE ANTECEDENTS OF RETAIL SHOPPERS’ REPATRONAGE INTENTIONS: AN EMPIRICAL STUDY.

Won, L., & Nuangjamnong, C. (2022). The Effect of Coffee-mix Experience and Experience Quality through Perceived Value, Satisfaction towards Repurchase Intention in Myanmar. In Chompu

Nuangjamnong / AU-GSB e-Journal (Vol. 15). http://www.assumptionjournal.au.edu/index.php/AU-GSB/index

Zhang, L., Wu, J., Chen, H., & Nguyen, B. (2020). Does one bad apple ruin a firm’s green brand image? Examining frontline service employees’ environmentally irresponsible behaviors. European Journal of Marketing, 54(10), 2501–2521. https://doi.org/10.1108/EJM-11-2019-0844