| dc.description.abstract | At the moment, the industry that being thrived in Indonesia is the culinary
industry, one of which is a coffee shop. To be able to survive in business
competition, Coffee Shop need to improve Behavioral Intention on the customer.
This research indicated to analyze the influence of variables Interaction
Quality, Physical Environment Quality, and Outcome Quality towards Customer
Satisfaction as well as their impact on Behavioral Intention on the customers of
“Starbucks” Coffee Shop in Surabaya. The sample used in this research i.e., the
men and women who live in the Surabaya city that make transaction at Starbucks
Surabaya twice in the last 3 months, knowing another coffee shop, aged 18-60
years old, and there are 150 respondents. For processing and analyzing data in this
study using SPSS as the software to manage the overall data. The results of the
analysis showed that the Statistical Product and Service Solutions (SPSS)
software with 22.0 edition as software to process the data.
The results of simple regression showed that coefficient values of
Customer Satisfaction towards Behavioral Intention is 0,816 as well as Customer
Satisfaction have a positive and significant effect to Behavioral Intention. On the
multiple regression showed that, the relationship between Outcome Quality
towards Customer Satisfaction has the highest coefficient of regression that is
0,440 also Outcome Quality have a positive and significant effect to Customer
Satisfaction, the relationship between Interaction Quality towards Customer
Satisfaction has the second highest coefficient of regression that is 0,358 also
Interaction Quality have a positive and significant effect to Customer Satisfaction,
the relationship between Physical Environment Quality towards Customer
Satisfaction has the lowest coefficient of regression that is 0,145 also Physical
Environment Quality have a positive and significant effect to Customer
Satisfaction | en_US |
