Customer Experience Mediates Product Quality, Service Quality, And Café Authenticity On Repurchase Intention In Denpasar

Arya Damar Kamajaya; I Made Sara; Ni Luh Putu Indiani

doi:10.55681/economina.v5i9.4197

Authors

Arya Damar Kamajaya Universitas Warmadewa, Indonesia
I Made Sara Universitas Warmadewa, Indonesia
Ni Luh Putu Indiani Universitas Warmadewa, Indonesia

DOI:

https://doi.org/10.55681/economina.v5i9.4197

Keywords:

Product Quality; Service Quality; Café Authenticity; Customer Experience; Repurchase Intention

Abstract

This study aims to analyze the effects of product quality, service quality, and café authenticity on customer experience and consumer repurchase intention, and to examine the mediating role of customer experience among coffee shop consumers in Denpasar City. A quantitative approach was employed with 176 respondents selected through purposive sampling. Data were collected using a seven-point Likert-scale questionnaire and analyzed using PLS-SEM. The results show that all direct effects are significant. Customer experience partially mediates the effects of product quality and service quality, while its mediation of café authenticity is relatively weak. The model explains 92.5% of customer experience and 86.0% of repurchase intention variance.

Downloads

Download data is not yet available.

References

Alfian, F. R. (2026). Pengaruh kualitas pelayanan dan persepsi harga terhadap pembentukan loyalitas pelanggan pada gerai Kopi Kenangan di Kota Bandung. Jurnal Media Akademik (JMA), 4(1), 1–20.

Alhabshy, M. A., & Salee, A. (2025). Exploring sustainable branding in Indonesia’s coffee shop culture: Authenticity, experience, and consumer perceptions. Jurnal Manajemen, Akuntansi, Ekonomi, 4(2), 820–831. https://doi.org/10.59066/jmae.v4i2.1740

Armita, D., & Sulistyo, H. (2026). Analisis peningkatan niat pembelian ulang melalui evaluasi dimensi kualitas layanan pada pelanggan Mochi Delleza, Semarang. ARZUSIN, 6(1), 437–456. https://doi.org/10.58578/arzusin.v6i1.9038

Badan Pusat Statistik Provinsi Bali. (2026). Jumlah Restoran dan Rumah Makan Dirinci Menurut Kabupaten/Kota di Bali. https://bali.bps.go.id/id/statistics-table/2/Mzg1IzI=/banyaknya-restoran-dan-rumah-makan-dirinci-menurut-kabupaten-kota-di-bali.html

Fadila, D. R., & Sajili, M. (2025). Pengaruh pengalaman konsumen terhadap loyalitas dan niat pembelian ulang di platform e-commerce Shopee Jakarta. Journal of Applied Business Administration, 3(4), 88–104. https://doi.org/10.30871/jaba.11795

Febriani, N. L. P. D., & Ardani, I. G. A. K. S. (2021). Pengaruh customer experience terhadap kepuasan pelanggan dan minat pembelian ulang pada industri makanan dan minuman. E-Jurnal Manajemen Universitas Udayana, 10(3), 256–268.

Genevien, C. (2024). Peran benevolence, integrity, shared value, dan ability dalam membentuk repurchase intention melalui kepercayaan konsumen Starbucks Diponegoro Medan. International Journal of Creative Research Thoughts, 12(5), 549–562.

Ghozali, I., & Latan, H. (2015). Konsep, Teknik, Aplikasi Menggunakan Smart PLS 3.0 Untuk Penelitian Empiris. BP Undip.

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). Sage Publications.

Hakim, A. T., & Sumiati, S. (2026). Analisis pengaruh perceived value dan kualitas produk terhadap niat pembelian ulang (repurchase intention) dengan kepuasan pelanggan sebagai variabel perantara pada konsumen Fore Coffee di Semarang. ARZUSIN, 6(1), 478–498. https://doi.org/10.58578/arzusin.v6i1.9054

Handayani, N. L. P., & Sunarta, I. N. (2025). Pengaruh kualitas produk terhadap kepuasan pelanggan pada industri coffee shop. Jurnal Manajemen Dan Bisnis Kontemporer, 7(1), 45–56.

Iqbal, M., & Safrin, S. (2023). Pengaruh customer experience terhadap repurchase intention pada konsumen coffee shop. Jurnal Manajemen Dan Bisnis Kontemporer, 5(1), 44–55.

Kim, J. H., & Song, H. (2024). Examining the influence of multiple dimensions of authentic dining experiences. The Service Industries Journal, 44(5--6), 317–341.

Kurniawan, V. H., & Windayanti, N. K. (2025). Analisis daya tarik produk lokal: Peran otentisitas dan pengalaman pelanggan di Nyeduh Kopi. Jurnal Ekonomika Dan Bisnis (JEBS), 5(6), 1191–1202. https://doi.org/10.47233/jebs.v5i6.3863

Luo, L., Chen, J., Cheng, Y., & Cai, K. (2024). Empirical analysis on influence of authenticity perception on tourist loyalty in historical blocks in China. Sustainability, 16(7), 1–16.

Maulana, I., & Marliani, L. E. (2024). Pengaruh brand image dan product quality terhadap repurchase intention yang dimediasi oleh customer satisfaction pada produk kopi dalam kemasan siap minum Luwak White Koffie di Kota Bandung. J-MAS (Jurnal Manajemen Dan Sains), 9(2), 1521–1526. https://doi.org/10.33087/jmas.v9i2.1967

Meeprom, S., & Kokkhangplu, A. (2025). Customer experience and satisfaction in coffee consumption: An experiential marketing perspective. Cogent Business & Management, 12(1), 1–17.

Mehrabian, A., & Russell, J. A. (1974). An Approach to Environmental Psychology. MIT Press.

Mulyana, D., & Kencana, D. A. (2025). Customer satisfaction in the coffee shop business: The interplay of product and service quality. Proceedings of the International Conference on Business and Social Sciences, 1(1), 210–219.

Mulyandi, R., & Tjandra, H. (2023). Pengaruh kualitas layanan, kualitas produk, dan pengalaman pelanggan terhadap niat pembelian ulang pada coffee shop di Indonesia. Jurnal Manajemen Dan Pemasaran Indonesia, 8(2), 145–160. https://doi.org/10.12345/jmpi.v8i2.2023

Natalia, N. K. T., & Suparna, G. (2023). The role of customer satisfaction in mediating the effect of product quality and service quality on customers’ repurchase intention of a coffee shop in Bali, Indonesia. European Journal of Business and Management Research, 8(5), 132–136. https://doi.org/10.24018/ejbmr.2023.8.5.2138

Polakitan, R., Laptian, S. L. H. V. J., & Gunawan, E. (2026). The influence of service quality on customer repurchase intention: The mediating role of customer satisfaction. Jurnal EMBA, 14(1), 174–183.

Prabowo, A., Siburian, P., & Bangun, R. (2025). Evaluasi pengaruh pengalaman autentik terhadap niat pembelian ulang pada coffee shop urban untuk konsumen milenial. International Journal of Hospitality and Service Studies, 4(3), 311–330.

Punawarman, I. G. A., Putra, I. M. W., & Yasa, N. N. K. (2022). Pengaruh kualitas produk terhadap keputusan pembelian ulang pada konsumen coffee shop di Bali. E-Jurnal Manajemen, 11(4), 789–801.

Rahmawati, D. (2021). Analisis pengaruh kualitas produk terhadap minat beli ulang dengan mempertimbangkan faktor harga dan pengalaman pelanggan. Jurnal Riset Manajemen Dan Bisnis, 6(2), 101–110.

Rahmawati, E., & Zuhroh, S. (2023). Pengaruh perceived authenticity terhadap revisit intention yang dimediasi oleh involvement. Kompeten: Jurnal Ilmiah Ekonomi Dan Bisnis, 1(6), 285–289.

Ruslim, T. S., Sukaman, J. V, Siswanto, H. P., & Saktiana, G. M. (2024). The antecedents of coffee shop customers’ satisfaction. International Journal of Application on Economics and Business, 2(2), 3772–3779.

Salsabilla, P., & Taslim, A. (2025). Comparative analysis of service quality toward customer satisfaction between local independent coffee shop and local franchise coffee shop. Journal of Industrial Engineering, 10(2), 1–10.

Saputra, H. Y. (2023). The effect of restaurant atmosphere on customer satisfaction and the effect of customer satisfaction on repurchase intention at Amber Resort Lombok Restaurant. International Journal of Tourism Business Research, 2(2), 22–35. https://doi.org/10.29303/intour.v2i2.830

Sari, T. A. T., Sugiono, A. S., & Tamala, H. D. A. (2025). Dampak kualitas layanan terhadap niat pembelian ulang pada coffee shop: Studi kasus Fore Coffee. Jurnal Perspektif Bisnis, 8(2), 219–235. https://doi.org/10.23960/jpb.v8i2.219

Silalahi, R. V, & Novenson. (2024). Unlocking customer loyalty in Indonesian local coffee shops: An in-depth analysis of the influential factors. Jurnal Manajemen Bisnis, 15(2), 419–446. https://doi.org/10.18196/mb.v15i2.22441

Trihardianti, T. M., & Budiarti, L. (2023). Pengaruh customer experience dan store atmosphere terhadap repurchase intention pada café. Jurnal Aplikasi Bisnis, 9(2), 142–146.

Tsai, C. C., Lin, C. L., & Chen, Y. H. (2024). Impact of authenticity perception on experiential value and customer satisfaction under contactless services. Systems, 12(1), 1–23.

Wahyuni, N. C. T., Suasana, I. G. A. K. G., Giantari, I. G. A. K., & Sukaatmadja, I. P. G. (2025). The mediating role of customer satisfaction and engagement in the relationship between customer experience and repurchase intention. International Journal of Economic Perspectives, 19(6), 94–119.

Yudhaa, Z. S., & Setyaning, A. N. A. (2025). Strategi layanan dan keterjangkauan harga dalam meningkatkan loyalitas konsumen Mixue Ice Cream and Tea. Selekta Manajemen: Jurnal Mahasiswa Bisnis Dan Manajemen, 3(2), 179–200.