THE EFFECT OF STORE ATMOSPHERE AND EXPERIENTIAL MARKETING ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION AT SALEJOURN CAFE AND SPACE PADANG
PENGARUH STORE ATMOSPHERE DAN EXPERIENTIAL MARKETING TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN DI SALEJOURN CAFE AND SPACE PADANG
Keywords:
STORE ATMOSPHERE
Abstract
This study aims to determine the influence of store atmosphere and experiential marketing on customer loyalty mediated by customer satisfaction at Salejourn Cafe and Space Padang. In this study, 120 samples were used which were then processed using the Partial Least Square (PLS) application. The results of this study show that: (1) Store Atmosphere has a positive effect on customer loyalty at Salejourn Cafe and Space Padang (2) Experiential Marketing has a positive effect on customer loyalty at Salejourn Cafe and Space Padang (3) Store Atmosphere has a positive effect on customer satisfaction at Salejourn Cafe and Space Padang (4) Experiential Marketing has a positive effect on customer satisfaction at Salejourn Cafe and Space Padang (5) Customer Satisfaction has a positive effect on customer loyalty at Salejourn Cafe and Space Padang (6) Customer satisfaction mediates the relationship between store atmosphere and experiential marketing on customer loyalty at Salejourn Cafe and Space PadangReferences
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Berčík, J., Neomániová, K., Mušinská, K., & Pšurný, M. (2022). Use of Consumer Neuroscience in the Choice of Aromatisation as Part of the Shopping Atmosphere and a Way to Increase Sales Volume. Applied Sciences (Switzerland), 12(14). https://doi.org/10.3390/app12147069
Berman, B. , & E. J. R. (2013). Retail Management Strategic Approach Twelfth Edition.
Chen, Z., King, B., & Suntikul, W. (2019). Festivalscapes and the visitor experience: An application of the Stimulus Organism Response approach. International Journal of Tourism Research, 21(6), 758–771. https://doi.org/10.1002/jtr.2302
Chun, S. H., & Nyam-Ochir, A. (2020). The effects of fast food restaurant attributes on customer satisfaction, revisit intention, and recommendation using DINESERV scale. Sustainability (Switzerland), 12(18). https://doi.org/10.3390/SU12187435
Damázio, L. F., Shigaki, H. B., Soares, J. L., & Gonçalves, C. A. (2024). Customer Compliance: an analysis of publications and a research agenda proposal. Revista de Administração Da UFSM, 17(4), e1. https://doi.org/10.5902/1983465980264
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Kotler, P. (2005). Manajemen Pemasaran Edisi kesebelas. Jilid 2. Edisi Bahasa Indonesia.
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Le, D. , S. N. , & L. G. (2019). Applying experiential marketing in selling tourism dreams. https://doi.org/https://doi.org/10.1080/10548408.2018.1526158
Levy, M. dan W. B. (2001). Retailing Management, 4th edition. New York: Mc Graw-Hill.
Lopes, L., Mangini, E., & Esteves, S. (2024). The Role of Value Co-Creation, Delight and Satisfaction on Tourism Loyalty: An Empirical Study in Hospitality. European Journal of Tourism, Hospitality and Recreation, 14(2), 214–230. https://doi.org/10.2478/ejthr-2024-0016
Madiawati, P. N. (2023a). The Effects of Experiential Marketing and Store Atmosphere on Customer Loyalty of MSMEs in West Java. Binus Business Review, 14(3), 297–305. https://doi.org/10.21512/bbr.v14i3.9760
Madiawati, P. N. (2023b). The Effects of Experiential Marketing and Store Atmosphere on Customer Loyalty of MSMEs in West Java. Binus Business Review, 14(3), 297–305. https://doi.org/10.21512/bbr.v14i3.9760
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Mufhtie Haifa, B., Suhud, U., & Aditya, S. (2022). PREDICTING CUSTOMER SATISFACTION AND INTENTION TO REVISIT A LOCAL COFFEE SHOP WITH INDUSTRIAL CONCEPT IN JAKARTA. In Jurnal Dinamika Manajemen dan Bisnis (Vol. 5, Issue 2). http://journal.unj.ac.id/unj/index.php/jdmbISSNonline:2614-1353Availableonlineat:http://journal.unj.ac.id/unj/index.php/jdmb
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Pada, P., Kaniyaholic, K., Kebumen, K., Tengah, J., Efendi, B., & Hikmah, Z. N. (n.d.). Pengaruh Store Atmosphere, Price Discount, Fashion Involvement Dan Lifestyle Terhadap Keputusan Pembelian Pada Konsumen Kaniyaholic Di Kabupaten Kebumen Jawa Tengah. Jurnal Akuntansi, Manajemen & Perbankan Syariah, 4, 2024.
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Pei, X. L., Guo, J. N., Wu, T. J., Zhou, W. X., & Yeh, S. P. (2020). Does the effect of customer experience on customer satisfaction create a sustainable competitive advantage? A comparative study of different shopping situations. Sustainability (Switzerland), 12(18). https://doi.org/10.3390/SU12187436
Pina, R., & Dias, Á. (2021). The influence of brand experiences on consumer-based brand equity. Journal of Brand Management, 28(2), 99–115. https://doi.org/10.1057/s41262-020-00215-5
Pramudya Ananda, Y., Rizan, M., & Wibowo, S. F. (2024). Consumer Loyalty and Its Application to MSMEs Sector: Systematic Literature Review. International Journal of Research and Review, 11(6), 661–682. https://doi.org/10.52403/ijrr.20240673
Purwanto, N., Pancaningrum, E., & Juwita, K. (2022). Analysis of Consumer Behaviour in Making Decisions after the Covid-19 pandemic: Perspectives on the Theory of Stimulus Organism Response (SOR). KnE Social Sciences. https://doi.org/10.18502/kss.v7i19.12425
Rio Sasongko, S., & Penulis, K. (2021). FAKTOR-FAKTOR KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (LITERATURE REVIEW MANAJEMEN PEMASARAN). 3(1). https://doi.org/10.31933/jimt.v3i1
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Smilansky, S. (2017). Experiential Marketing: A Practical Guide to Interactive Brand Experiences.
Soliha, E., Aquinia, A., Hayuningtias, K. A., & Ramadhan, K. R. (2021). The Influence of Experiential Marketing and Location on Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 1327–1338. https://doi.org/10.13106/jafeb.2021.vol8.no3.1327
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An, M. a., & Han, S. L. (2020). Effects of experiential motivation and customer engagement on customer value creation: Analysis of psychological process in the experience-based retail environment. Journal of Business Research, 120, 389–397. https://doi.org/10.1016/j.jbusres.2020.02.044
Ansori, M. H. (n.d.). Consumerism and the Emergence of a New Middle Class in Globalizing Indonesia.
Ardini, S. F., Lubis, N. W., Eliani, N., Tarigan, B., Mesya, K., Siburian, Y., & Sitindaon, N. (2024). Building Customer Loyalty Through Experiential marketing. Jurnal Nasional Holistic Science, 4(3), 373–379.
Assefa, E. S. (n.d.). Factors Affecting Customer Satisfaction: The Case of Ethiopia Hotel, Addis Ababa. https://journal.ikopin.ac.id
Berčík, J., Neomániová, K., Mušinská, K., & Pšurný, M. (2022). Use of Consumer Neuroscience in the Choice of Aromatisation as Part of the Shopping Atmosphere and a Way to Increase Sales Volume. Applied Sciences (Switzerland), 12(14). https://doi.org/10.3390/app12147069
Berman, B. , & E. J. R. (2013). Retail Management Strategic Approach Twelfth Edition.
Chen, Z., King, B., & Suntikul, W. (2019). Festivalscapes and the visitor experience: An application of the Stimulus Organism Response approach. International Journal of Tourism Research, 21(6), 758–771. https://doi.org/10.1002/jtr.2302
Chun, S. H., & Nyam-Ochir, A. (2020). The effects of fast food restaurant attributes on customer satisfaction, revisit intention, and recommendation using DINESERV scale. Sustainability (Switzerland), 12(18). https://doi.org/10.3390/SU12187435
Damázio, L. F., Shigaki, H. B., Soares, J. L., & Gonçalves, C. A. (2024). Customer Compliance: an analysis of publications and a research agenda proposal. Revista de Administração Da UFSM, 17(4), e1. https://doi.org/10.5902/1983465980264
Dhisasmito, P. P., & Kumar, S. (2020). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253–2271. https://doi.org/10.1108/BFJ-10-2019-0763
Fitriza Ferunita Koto, Gita Sari Agape Soebijakto, & Erica Adriana. (2023). Analisis Pengaruh Atmosfer Café Dan Customer Experience Terhadap Pengambilan Keputusan Customer Yaitu Mahasiswa Malang Dalam Pemilihan Tempat Coffee Shop Untuk Belajar. CEMERLANG : Jurnal Manajemen Dan Ekonomi Bisnis, 3(3), 08–19. https://doi.org/10.55606/cemerlang.v3i3.1332
Friska Mastarida. (2023). Hubungan Kualitas Layanan, Pengalaman Konsumen, Kepuasan Konsumen, dan Loyalitas Konsumen: Model Konseptual. ARBITRASE: Journal of Economics and Accounting, 3(3), 521–526. https://doi.org/10.47065/arbitrase.v3i3.702
Gao, Z., Kwok, W. J., & Li, Z. (2024). A Study on the Relationship between Advertising Value, Choice of Media and Consumer Purchasing Behaviour: In the Use of TikTok and Digital TV (pp. 123–136). https://doi.org/10.2991/978-2-38476-287-3_16
Gazi, M. A. I., Mamun, A. Al, Masud, A. Al, Senathirajah, A. R. bin S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1). https://doi.org/10.1016/j.joitmc.2024.100227
Haryanti, N., Diyanus, D., Baqi, A., Abdul, D., Pengawas, B., Kementrian, M., & Kabupaten Blitar, A. (2019). STRATEGI SERVICE QUALITY SEBAGAI MEDIA DALAM MENCIPTAKAN KEPUASAN DAN LOYALITAS PELANGGAN. In Journal of Sharia Economics (Vol. 1, Issue 2).
Hermanto, H., & Ngatimun, N. (2023). Does Customer Satisfaction Mediate Experiential Marketing and Promotion Against Customer Loyalty at Kentucky Fried Chicken (KFC) Restaurants in City “P” East Java? International Journal of Social Science and Business, 7(4), 1083–1095. https://doi.org/10.23887/ijssb.v7i4.72908
Isnanto, B., & Saputro, S. H. (2024). Isoquant: Jurnal Ekonomi, Manajemen dan Akuntansi Analisis Pengaruh Faktor-Faktor Kunci Loyalitas Konsumen: Mengungkap Rahasia Keberhasilan Bisnis di Era Kompetitif. Universitas Muhammadiyah Ponorogo, 8(1), 64–78. https://studentjournal.umpo.ac.id/index.php/isoquant
Kotler, P. (2005). Manajemen Pemasaran Edisi kesebelas. Jilid 2. Edisi Bahasa Indonesia.
Larivière, B., Schetgen, L., Bogaert, M., & Van den Poel, D. (2025). Customer experiences and coping behaviors during crisis situations: The role of service adaptation and service transformation. Journal of Business Research, 188. https://doi.org/10.1016/j.jbusres.2024.115089
Le, D. , S. N. , & L. G. (2019). Applying experiential marketing in selling tourism dreams. https://doi.org/https://doi.org/10.1080/10548408.2018.1526158
Levy, M. dan W. B. (2001). Retailing Management, 4th edition. New York: Mc Graw-Hill.
Lopes, L., Mangini, E., & Esteves, S. (2024). The Role of Value Co-Creation, Delight and Satisfaction on Tourism Loyalty: An Empirical Study in Hospitality. European Journal of Tourism, Hospitality and Recreation, 14(2), 214–230. https://doi.org/10.2478/ejthr-2024-0016
Madiawati, P. N. (2023a). The Effects of Experiential Marketing and Store Atmosphere on Customer Loyalty of MSMEs in West Java. Binus Business Review, 14(3), 297–305. https://doi.org/10.21512/bbr.v14i3.9760
Madiawati, P. N. (2023b). The Effects of Experiential Marketing and Store Atmosphere on Customer Loyalty of MSMEs in West Java. Binus Business Review, 14(3), 297–305. https://doi.org/10.21512/bbr.v14i3.9760
Manajemen, J. I., Bisnis, D., Widnyani, N. M., Rettobjaan, V. C., Ngurah, A. A., & Aristayudha, B. (2020). PENGARUH HARGA, PROMOSI DAN INOVASI TERHADAP LOYALITAS PELANGGAN GOJEK (STUDI KASUS PADA UNIVERSITAS BALI INTERNASIONAL). 5(2). http://journal.undiknas.ac.id/index.php/manajemen
Masitoh, M. R., & Wibowo, H. A. (2019). Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan, dan Kepercayaan Merek Terhadap Loyalitas Pelanggan Pada Pengguna Aplikasi Mobile Shopee. In Jurnal Sains Manajemen (Vol. 5, Issue 1). https://ekonomi.kompas.com/read/2018/11/08/172007426/ini-3-e-commerce-yang-paling-
Molinillo, S., Aguilar-Illescas, R., Anaya-Sánchez, R., & Carvajal-Trujillo, E. (2022). The customer retail app experience: Implications for customer loyalty. Journal of Retailing and Consumer Services, 65. https://doi.org/10.1016/j.jretconser.2021.102842
Mufhtie Haifa, B., Suhud, U., & Aditya, S. (2022). PREDICTING CUSTOMER SATISFACTION AND INTENTION TO REVISIT A LOCAL COFFEE SHOP WITH INDUSTRIAL CONCEPT IN JAKARTA. In Jurnal Dinamika Manajemen dan Bisnis (Vol. 5, Issue 2). http://journal.unj.ac.id/unj/index.php/jdmbISSNonline:2614-1353Availableonlineat:http://journal.unj.ac.id/unj/index.php/jdmb
Nababan, A., Bakkara, A., Damanik, M., Denny, A., Kepariwisataan, J., Pariwisata Medan Jurusan Hospitaliti, P., & Pariwisata Medan Korespondensi, P. (n.d.). Evaluasi Penataan Fasilitas dan Lanskap di Restaurant Beresiko Menengah Rendah Berbasis Permenparekraf 4/2021: Kasus di Teras Sejiwa Café Medan. https://doi.org/10.55701/mandalika
Ni Komang Prastiti Dewi, & Hariyadi Triwahyu Putra. (2024). Pengaruh Store Atmosphere dan Price terhadap Customer Loyalty yang Dimediasi Customer Satisfaction di Transmart Bandung dan Cimahi. Jurnal Intelektualita: Keislaman, Sosial Dan Sains, 13(1), 129–137. https://doi.org/10.19109/intelektualita.v13i1.22885
Ortiz, O., Rusu, C., Rusu, V., Matus, N., & Ito, A. (2024). Tourist eXperience Considering Cultural Factors: A Systematic Literature Review. Sustainability (Switzerland), 16(22). https://doi.org/10.3390/su162210042
Pada, P., Kaniyaholic, K., Kebumen, K., Tengah, J., Efendi, B., & Hikmah, Z. N. (n.d.). Pengaruh Store Atmosphere, Price Discount, Fashion Involvement Dan Lifestyle Terhadap Keputusan Pembelian Pada Konsumen Kaniyaholic Di Kabupaten Kebumen Jawa Tengah. Jurnal Akuntansi, Manajemen & Perbankan Syariah, 4, 2024.
Pamungkas, K. P., & Hidayati, R. (2021). ANALISIS PENGARUH PEMASARAN BERBASIS PENGALAMAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Pada Konsumen Matahari Department Store Klaten). DIPONEGORO JOURNAL OF MANAGEMENT, 10(1). http://ejournal-s1.undip.ac.id/index.php/dbr
Pei, X. L., Guo, J. N., Wu, T. J., Zhou, W. X., & Yeh, S. P. (2020). Does the effect of customer experience on customer satisfaction create a sustainable competitive advantage? A comparative study of different shopping situations. Sustainability (Switzerland), 12(18). https://doi.org/10.3390/SU12187436
Pina, R., & Dias, Á. (2021). The influence of brand experiences on consumer-based brand equity. Journal of Brand Management, 28(2), 99–115. https://doi.org/10.1057/s41262-020-00215-5
Pramudya Ananda, Y., Rizan, M., & Wibowo, S. F. (2024). Consumer Loyalty and Its Application to MSMEs Sector: Systematic Literature Review. International Journal of Research and Review, 11(6), 661–682. https://doi.org/10.52403/ijrr.20240673
Purwanto, N., Pancaningrum, E., & Juwita, K. (2022). Analysis of Consumer Behaviour in Making Decisions after the Covid-19 pandemic: Perspectives on the Theory of Stimulus Organism Response (SOR). KnE Social Sciences. https://doi.org/10.18502/kss.v7i19.12425
Rio Sasongko, S., & Penulis, K. (2021). FAKTOR-FAKTOR KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (LITERATURE REVIEW MANAJEMEN PEMASARAN). 3(1). https://doi.org/10.31933/jimt.v3i1
Sabrina Anggraini, A., & Nurhodayah, R. (2024). Battle of the Stores: OH! SOME vs MINISO, Explorasi Pengaruh Store Atmosphere terhadap Minat Beli Konsumen di Solo Paragon. In Journal of Economics and Business Research (Vol. 3, Issue 2).
Smilansky, S. (2017). Experiential Marketing: A Practical Guide to Interactive Brand Experiences.
Soliha, E., Aquinia, A., Hayuningtias, K. A., & Ramadhan, K. R. (2021). The Influence of Experiential Marketing and Location on Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 1327–1338. https://doi.org/10.13106/jafeb.2021.vol8.no3.1327
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Published
2025-02-11
How to Cite
Fanisa Nadya Putri, & Fitria Ridhaningsih. (2025). THE EFFECT OF STORE ATMOSPHERE AND EXPERIENTIAL MARKETING ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION AT SALEJOURN CAFE AND SPACE PADANG: PENGARUH STORE ATMOSPHERE DAN EXPERIENTIAL MARKETING TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN DI SALEJOURN CAFE AND SPACE PADANG. Santhet (Jurnal Sejarah Pendidikan Dan Humaniora), 9(1), 359-368. https://doi.org/10.36526/santhet.v9i1.5021
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