The Role of Perceived Value Mediation in the Relationship of Service Quality and Café Atmosphere to Consumer Satisfaction at Café Paddy Breeze Nganjuk
DOI:
https://doi.org/10.29407/t9zq3856Abstract
Research Aim: The purpose of this research is to examine Cafe Paddy Breeze Fine Dining & Specialty Coffee in Warujayeng, Nganjuk to determine how service quality, café environment, and perceived value affect customer satisfaction.
Design/Method/Approach: A causal associative research strategy is used in this quantitative investigation. A standardized questionnaire with a Likert scale from 1 to 5 was given to 170 people to get data from. Using the SmartPLS 4.0 software, the data is analyzed using SEM-PLS.
Research Findings: Perceived value (β = 0.447; p < 0.001) and customer satisfaction (λ = 0.366; p < 0.01) were positively and significantly impacted by service quality, according to the findings. Both customer happiness (β = 0.214; p < 0.05) and perceived value (β = 0.328; p < 0.001) were positively and significantly impacted by the café's environment. Furthermore, the study found that perceived value positively and substantially impacted customer satisfaction (β = 0.341; p < 0.01) and served as a mediator between service quality and contentment, as well as between café environment and satisfaction.
Theoretical Contribution/Originality: This research contributes to the theoretical framework by illustrating the mediating effect of perceived value on the link among service quality, café ambiance, and customer happiness in non-metropolitan locations with fine dining cafés that provide specialty coffee.
Practical/Policy Implication: The results of this study provide practical implications for café managers to prioritize improving service quality and managing the café atmosphere that is oriented towards creating value that is perceived by consumers to increase business satisfaction and competitiveness.
Research Limitation: This study was limited to one café object and used a cross-sectional survey approach, so the results of the study could not be generalized widely and did not capture changes in consumer perception in the long term.
Keywords:
service quality, café atmosphere, perceived value, customer satisfaction, SEM-PLSDownloads
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