The influence of location, product quality, and service quality on revisit intention in Paolo Fest Cafe, Batu, East Java

Yoesoef, Anastasia Louisa and Margareth, Agnes (2024) The influence of location, product quality, and service quality on revisit intention in Paolo Fest Cafe, Batu, East Java. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Dibalik popularitas dan daya tarik yang dimiliki Paolo Fest Café, Batu, Jawa Timur, terdapat beberapa masalah yang menghalangi pelanggan untuk berkunjung kembali. Keluhan pelanggan tertuju pada Lokasi, Kualitas Produk, dan Kualitas Layanan kafe ini. Oleh karena itu, penelitian ini bertujuan untuk menganalisis pengaruh Lokasi, Kualitas Produk, dan Kualitas Layanan terhadap Niat Berkunjung Kembali di Paolo Fest Cafe yang terletak di Kota Batu, Jawa Timur. Data primer untuk penelitian ini diperoleh melalui wawancara dan kuesioner yang didistribusikan kepada sejumlah responden, sedangkan data sekunder diperoleh dari artikel, jurnal, dan buku. Pengujian hipotesis dilakukan menggunakan pendekatan Structural Equation Model (SEM) berbasis Partial Least Square (PLS). Hasil analisis data menunjukkan respon yang kurang baik dari responden mengenai Lokasi, Kualitas Produk, dan Kualitas Layanan kafe sehingga mempengaruhi niat mereka untuk berkunjung kembali. Temuan ini menunjukkan bahwa faktor-faktor tersebut memiliki pengaruh yang signifikan dan positif terhadap niat berkunjung kembali di Paolo Fest Cafe, Batu, Jawa Timur. Hasil ini menyarankan bahwa perluasan jalan masuk dan arah petunjuk yang lebih besar, pemeriksaan kualitas produk, serta peningkatan kualitas layanan dapat meningkatkan niat pelanggan untuk mengunjungi kembali ke Paolo Fest Café, Batu, Jawa Timur, yang kemudian dapat menjadi dasar untuk strategi pemasaran dan pengembangan layanan di masa depan./ Despite its popularity and attractiveness, Paolo Fest Cafe, Batu, East Java has some major issues that prevent customers from coming back. Customer complaints highlight problems with its Location, Product Quality, and Service Quality. Therefore, this study aims to analyze the influence of Location, Product Quality, and Service Quality on Revisit Intention at Paolo Fest Café located in Batu City, East Java. Primary data for this research was obtained through interviews and questionnaires distributed to a number of respondents, while secondary data was obtained from articles, journals, and books. Hypothesis testing was conducted using the Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The results of data analysis suggest an unfavorable response from respondents regarding the cafe’s Location, Product Quality, and Service Quality thus affecting their intention to revisit. The findings indicate these factors have a significant and positive affect on revisit intention in Paolo Fest Café, Batu, East Java. These findings suggest that improvements, such as expanding the entrance road and enlarging signs, conducting product quality checks and serving fresh food, and upgrading service quality through better communication and staff training can enhance customers' intention in revisiting Paolo Fest Cafe, Batu, East Java, which then can serve as a basis for future marketing strategies and service development.

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