The sample of this research are 140 respondents. The population on this research are all consumers who visited Retrorika Coffee Bar and Resto. 246 Malang, East Java Email: purpose of this study is to find out and analyze the influence of cafe atmosphere and service quality on customer satisfaction Retrorika Coffee Bar and Resto Batu.

Services Marketing (6th edition).THE INFLUENCE OF CAFE ATMOSPHERE AND QUALITY OF SERVICE ON CUSTOMER SATISFACTION (Study on Retrorika Coffee Bar and Resto Batu)ĭidi Kurniawan Management Study Program Faculty of Economics and Business University of Muhammadiyah Malang Tlogomas Street No. Zeithaml, V.A., Bitner, M.J., & Gremler, D.D. “Exploring the relationshipsĪmong service quality, satisfaction, trust,Īnd store loyalty among retail customers”. Pratminingsih, S.A., Astuty, E., and Widyatami, K. “Exploring the Relationshipsīusiness and Industrial Engineering. Karadeniz, M., EROĞLU PEKTAŞ, G.Ö., and TOPAL,Ĭustomer Satisfaction and CustomerLoyalty at Shopping Centers”. Klub Kelapa Gading, Jakarta, 20 Juni 2019. NewsAnd Announcement/ANNOUNCEMENTSTOCK/From_ERE Perbelanjaan-mencapai-708-unit-di-tahun2018. Keywords: Consumers’ Satisfaction, Customers’ Loyalty, Experiential Marketing, Service Quality, TrustĪlkilani, K., Ling, K.C., & Abazkh, A.A. Trust is useful as a mediating variable if there is an influence from customer satisfaction. On the other hand, experiential marketing and service quality do not affect trust.

On the one hand, customer satisfaction has become the best mediating variable to strengthen the impact of experiential marketing and service quality toward customer loyalty. The results of this research indicate that there is a positive impact in experiential marketing and service quality toward customer loyalty with customer satisfaction and trust as mediation variables. There are 6 hypotheses in this research, 4 of which are proven true. As this research model has passed 11 goodness of fit test indicators, this model has been proven consistent to the empirical data. The data was collected by distributing 233 questionnaires to the residents around the area of the mall. The objective of this research is to examine the impact of experiential marketing and service quality toward MKG’s customer loyalty with customer satisfaction and trust as mediation variables.

One of the shopping malls that has existed for a long time and still thrives in Jakarta is Mal Kelapa Gading (MKG).

Nowadays, shopping malls growth are extremely high in Jakarta area.

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