PENGARUH PHYSICAL ENVIRONMENT TERHADAP REVISIT INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI MEDIASI

Menggunakan kepuasan pelanggan sebagai mediator, penelitian ini menganalisis bagaimana lingkungan fisik mempengaruhi keinginan untuk berkunjung kembali. Penelitian ini menggunakan metodologi kuantitatif. Partisipan dalam penelitian ini adalah pengunjung kafe berbasis tema modern di kawasan kavling DPR Sidoarjo. Dalam penelitian ini, sampelnya berjumlah seratus responden. Teknik yang digunakan dalam prosedur pengambilan sampel disebut purposive sampling. Metode pengiriman survei melalui Google Form digunakan untuk mengumpulkan data responden, dan skala likert digunakan untuk pengukuran instrumen pada setiap pernyataan. Pendekatan Partial Least Square (PLS) kemudian diterapkan pada data lapangan menggunakan program SmartPLS
versi 4. Temuan penelitian menunjukkan bahwa terdapat pengaruh yang baik dan signifikan antara Physical Environment dengan Customer Satisfaction. Physical Environment berdampak besar pada Revisit Intention. Revisit Intention dipengaruhi secara positif dan signifikan oleh Customer Satisfaction. Melalui Customer Satisfaction, Physical Environment mempunyai pengaruh yang positif dan signifikan terhadap Revisit Intention.
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Using customer satisfaction as a mediator, this research analyzes how the physical environment influences the desire to revisit. This research uses quantitative methodology.
Participants in this research were visitors to a modern theme-based cafe in the Sidoarjo DPR plot area. In this research, the sample consisted of one hundred respondents. The technique used in the sampling procedure is called purposive sampling. The survey delivery method via Google Form was used to collect respondent data, and a Likert scale
was used to measure the instrument for each statement. The Partial Least Square (PLS) approach was then applied to field data using the SmartPLS version 4 program. Research
findings show that there is a good and significant influence between Physical Environment and Customer Satisfaction. Physical Environment has a big impact on Revisit Intention.
Revisit Intention is positively and significantly influenced by Customer Satisfaction. Through Customer Satisfaction, Physical Environment has a positive and significant influence on Revisit Intention.