THE INFLUENCE OF NARCISSISM AND FOOD AND BEVERAGE QUALITY TOWARD REVISIT INTENTION THROUGH THE MEDIATION OF CUSTOMER SATISFACTION (EMPIRICAL STUDY ON LEMINA CLUB PONTIANAK)
Abstract
ABSTRACT
The development of the coffee shop industry in Indonesia is growing rapidly because Indonesia has a high level of domestic coffee consumption. Pontianak is a city that has a very strong coffee drinking culture. Currently, local coffee shops in Pontianak have grown due to their large demand. This has led to the emergence of intense competition in the coffee shop industry business. Lemina Club is a coffee shop located in Pontianak and targets women as their target market, which is different from most coffee shops in Pontianak. The purpose of this study was to analyze the influence of Narcissism and Food and Beverage Quality on Revisit Intentions and the mediating role of Customer Satisfaction. This research started in November and finished in January. This research was conducted in the city of Pontianak with a sample of 100 participants. In this study, the data analysis method used is the Structural Equation Model Partial Least Square (SEMPLS) method. To carry out the analysis using the PLS method, this study used SmartPLS 4 software. The results showed that Narcissism and Food and Beverage Quality had a significant effect on Customer Satisfaction. And Narcissism, Customer Satisfaction, and Food and Beverage Quality have a significant effect on Revisit Intentions. The Customer Satisfaction variable acts as a partial mediation. Customers who are satisfied with the quality of food and beverages and can fulfilled their narcissistic behavior tend to do revisit.
Keyword: Narcissism, Food and Beverage Quality, Customer Satisfaction, Revisit Intention, Coffee Shop.
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