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The Effect of Coffee Shop Quality Elements on Consumer Behavioural Intentions Mediated by Consumer Satisfaction

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This study explores the relationship between customer behavioural intentions and coffee shop quality aspects, with customer satisfaction as a mediator. This research is based on hypothesis testing. A questionnaire is used in conjunction with a quantitative approach to collect data. The questionnaire consisted of 22 questions, which were then distributed to Batam City. A total of 288 respondents were collected and considered adequate for data analysis with the help of SPLS software. The results showed that service quality, social satisfaction, and price significantly influenced customer behavioural intention. At the same time, food quality and atmosphere have no significant effect. All quality elements have a significant effect on consumer satisfaction. Customer satisfaction mediates the relationship between all quality elements and customer behavioral intentions.
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