Pengaruh Food Quality dan Atmosphere terhadap Customer Loyalty dengan Customer Satisfaction Sebagai Variabel Intervening Pada Café Intro di Surabaya

Hendra Winarjo


The study discusses the influence of food quality andatmosphere on customer loyalty with customer satisfaction as anintervening variable at Café Intro in Surabaya. The sample ofthis research is 100 Café Intro customers who purchase inOctober 2016-March 2017. Measurements are done from foodquality (X1) with presentation indicator, variety menu, healthoptions, taste, freshness, temperature. Atmosphere (X2) withindicator of style, layout, color, lighting, furnishing, ambience,customer satisfaction variable (Y1) withsatisfaction asfulfillment indicator, satisfaction as pleasure, satisfaction asambivalence, while customer loyalty (Z1) Recommend friends,continue purchasing. The results showed: (1) Food quality hassignificant effect on customer satisfaction; (2) Atmosphere has asignificant effect on customer satisfaction; (3) customersatisfation has a significant effect on customer loyalty.


Food Quality, Atmosphere, Customer Satisfaction, Customer Loyalty.

Full Text:



Abdillah, W., & Hartono, J. (2015). Partial Least Square (PLS) - Alternatif Stuctural Equation Modeling (SEM) dalam Penelitian Bisnis (Cetakan 1). Yogyakarta: Penerbit Andy

Campbell-Smith, G. (1967), The Marketing of the Meal Experience, The Marketing of the Meal Experience, Guildford.

Countryman, C.C. and Jang, S. (2006), “The effects of atmospheric elements on customer impression: the case of hotel lobbies”, International Journal of Contemporary Hospitality Management, Vol. 18 No. 7, pp. 534-45.

Heung, V. C. S., & Gu, T. (2012). Influence of restaurant atmospheric on patron satisfaction and behavioral intentions. International Journal of Hospitality Management, 31, 1167–1177. Doi:10.1016/j.ijhm.2012.02. 004.

Jang, S. and Namkung, Y. (2009), “Perceived quality, emotions, and behavioral intentions: application of an extended Mehrabian-Russell model to restaurants”, Journal of Business Research, Vol. 62 No. 4, pp. 451-60.

Kotler, P., & Keller, K. L. (2006). Manajemen Pemasaran. (J. Purba, Ed.) (12th ed.). New Jersey: prentice hall.

Lim, H. (12-1-2010). Understanding American customer perceptions on Japanese food and services in the U.S. UNLV Theses/ Dissertations/ Professional Papers/Capstones.

Mattila, A.S. (2001), “Emotional bonding and restaurant loyalty”, The Cornell Hotel and Restaurant Administration Quarterly, Vol. 42 No. 6, pp. 73-79.

Mittal, V., Ross, W.T. Jr. and Baldasare, P.M. (1998), “The asymmetric impact of negative and positiveattribute-level performance on overall satisfaction and repurchase intentions”,The Journal of Marketing, Vol. 62 No. 1, pp. 33-47.

Namkung, Y., Jang, S., (2007), Does food quality really matter in restaurant: its impact of customer satisfaction and behavioral intentions? Journal of Hospitality and Tourism Research, Vol.31, No.3, pp. 387–410.

Parasuraman, A., Zeitham, A. V. & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1): 12-40.

Peri, C. (2006). The universe of food quality, Food Quality and Preference, Vol.17, No.1/2, pp 3-8. Rajpoot, N. A. (2002). TANGSERV: A multiple item scale for measuring tangible quality in food service industry. Journal of Food service Business Research, Vol.5, No.2, pp.109-127

Ryu,K.andHan,H.(2010),“Influence of the quality of food, service, and physical environment on consumer satisfaction and behavioral intentions in quick-casual restaurants: moderating role of perceived price”, Journal of Hospitality and Tourism Research, Vol. 34 No. 3, pp.310-329.

SooCheong (Shawn) Jang, Yinghua Liu, Young Namkung, (2011) "Effects of authentic atmospherics in ethnic restaurants: investigating Chinese restaurants", International Journal of Contemporary Hospitality Management, Vol. 23 Issue: 5, pp.662-680.

Sugiyono. (2007). Statistika untuk penelitian (Cetakan 10). Bandung: Alfabeta.

Sulek,J.M.&Hensley,R.L.(2004),“Therelativeimportanceoffood,atmosphere,andfairnessof wait”, Cornell Hotel and Restaurant Administration Quarterly, Vol. 45 No. 3, pp. 235-247.

Taylor, S.A. and Baker, T.L. (1994), “An assessment of the relationship between service quality and consumer satisfaction in the formation of consumers’ purchase intentions”, Journal of Retailing Vol.70, No.2, pp.163-178.

Wahdi, M. (2011). Riset pemasaran: teori dan aplikasi untuk pengambilan keputusan cet. 1. Jakarta: Caps (Center for Academic Publishing Service).

Wall, E.A. and Berry, L.L. (2007), “The combined effects of the physical environment and employee behavioron consumer perception of restaurant service quality”. CornellHoteland Restaurant Administration Quarterly, Vol. 48 No. 1, pp. 59-69.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. The Journal of Marketing, 60(2), 31–46.


  • There are currently no refbacks.