The effect of product quality and store atmosphere on customer satisfaction at cirebon coffee chop
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Abstract
This study aims to analyze the influence of product quality and store atmosphere on customer satisfaction at G.O Coffee Shop in Cirebon. The quality of the products in this study includes eight dimensions, including performance, features, reliability, specification suitability, durability, ease of repair, aesthetics, and quality perception. Meanwhile, store atmosphere is measured through four dimensions, namely exterior, general interior, store layout, and interior display. Customer satisfaction is measured based on the suitability of expectations, interest in returning visits, and willingness to recommend. The research uses a quantitative approach with a correlational descriptive method. A sample of 168 respondents was obtained through purposive sampling techniques and analyzed using multiple linear regression. The results of the study show that both product quality and store atmosphere have a positive and significant effect on customer satisfaction, with product quality having a more dominant influence. These findings support the importance of integrated management between product quality and store atmosphere in shaping a satisfactory customer experience. A strategy that emphasizes the synergy of the two elements is expected to increase customer loyalty and recommendations in the long run
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How to Cite
Aziz, M. A. ., Agnain, M. ., Hermawan, F. . and Hernidatiatin, L. T. . (2025) “The effect of product quality and store atmosphere on customer satisfaction at cirebon coffee chop”, Jurnal Mantik, 9(2), pp. 599-607. doi: 10.35335/mantik.v8i6.6464.
References
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Rafika, N. A., & Yulhendri. (2020). The Effect of Store Atmosphere, Product Quality, Customer Satisfaction and Electronic Word of Mouth on Customer Loyalty in Gubuk Coffee Padang. 124(2019), 788–802. https://doi.org/10.2991/aebmr.k.200305.146
Ramadhan, D., & Mahargiono, P. B. (2020). Pengaruh Harga, Kualitas Produk, Store Atmosphere Dan Lokasi Terhadap Kepuasan Pelanggan Pada Tepi Barat Rumah Kopi Rungkut Surabaya. Jurnal Ilmu Dan …, 9(5), 2. http://jurnalmahasiswa.stiesia.ac.id/index.php/jirm/article/view/3072
Sambara, J., Tawas, H. N., Samadi, R. L., Pengaruh, A., Produk, K., Dan, K. P., Manajemen, J., & Ratulangi, U. S. (2021). STORE ATMOSPHERE TERHADAP KEPUASAN KONSUMEN PADA CAFE 3 . AM KOFFIE SPOT MANADO ANALYSIS OF THE EFFECT OF PRODUCT QUALITY , SERVICE QUALITY AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION AT CAFE 3 . AM KOFFIE SPOT MANADO Jurnal EMBA Vol . 9 No . 4 Oktober. 9(4), 126–135.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill-building approach (7th ed.). Chichester, West Sussex: Wiley.
Sugiyono. (2017). Quantitative, qualitative, and R&D research methods (25th edition). Bandung: Alfabeta.
Syaifudin, A., & Suriyok, K. (2022). Enrichment: Journal of Management The effect experiential marketing, store atsmosphere, product and service on satisfaction. Enrichment: Journal of Management, 12(5).
Wachdijono, W., Siregar, N. F. S. N. F., Langputeh, S., & Jaeroni, A. (2023). The Influence Of Barista And Product On The Store Atmosphere And Its Impact On Coffee Shop Customer Satisfaction In The Lowland. Journal of Social Science (JoSS), 2(12), 1120-1143.
Bahety, P. K., Sarkar, S., De, T., Kumar, V., & Mittal, A. (2024). Exploring the factors influencing consumer preference toward dairy products: an empirical research. Vilakshan - XIMB Journal of Management, 21(1), 15–32. https://doi.org/10.1108/xjm-03-2022-0062
Carollo, A., Fong, S., Gabrieli, G., Mulatti, C., & Esposito, G. (2022). To wine or not to wine? A scientometric approach to 65+ years of wine preference and selection studies. British Food Journal, 124(13), 409–431. https://doi.org/10.1108/BFJ-01-2022-0011
Dahmiri, D., & Bhayangkari, S. K. W. (2020). Pengaruh Store Atmosphere, Etika Bisnis dan Kualitas Produk Terhadap Kepuasan Konsumen. Eksis: Jurnal Ilmiah Ekonomi Dan Bisnis, 11(1), 1. https://doi.org/10.33087/eksis.v11i1.177
Dicky Novendra, H., & Masykura, I. (2019). The Effect of Store Atmosphere on Revisit Intention that is in Mediation by Customer Satisfaction. International Journal of Innovative Science and Research Technology.
Dubey, P., Pathak, A. K., & Sahu, K. K. (2023). Assessing the influence of effective leadership on job satisfaction and organisational citizenship behaviour. Rajagiri Management Journal, 17(3), 221–237. https://doi.org/10.1108/ramj-07-2022-0108
Effendy, F. H. (2019). Effect of Quality Service, Price and Store Atmosphere on Customer Satisfaction (Study on Cangkir Coffee Shop in Surabaya). Ekspektra?: Jurnal Bisnis Dan Manajemen, 3, 123–148. https://doi.org/10.25139/ekt.v3i2.2033
Furoida, F., & Maftukhah, I. (2018). The influence of service quality, brand image, and store atmosphere on customer loyalty through customer satisfaction at indomaret plus jember. Quality - Access to Success, 22(181), 101–104.
Ghozali, I. (2018). Application of multivariate analysis with the IBM SPSS 25 program (9th edition). Semarang: Publishing Agency of Diponegoro University.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Halibas, A., Akram, U., Hoang, A. P., & Thi Hoang, M. Do. (2025). Unveiling the future of responsible, sustainable, and ethical consumption: a bibliometric study on Gen Z and young consumers. Young Consumers, 26(7), 142–171. https://doi.org/10.1108/YC-11-2024-2327
Jaeroni, A., Rafli, Z. M., Rolani, N., & Wahidi, W. (2024). The Influence of Atmosphere, Price and Facilities Provided on Consumer Satisfaction at Meraki Cafe, Cirebon City, West Java. Return: Study of Management, Economic and Bussines, 3(8), 618-631.
Munawaroh, M., & Simon, Z. Z. (2023). The Influence of Store Atmosphere, Service Quality, Product Quality, and Price on Customer Satisfaction. Research of Business and Management, 1(1), 35–44. https://doi.org/10.58777/rbm.v1i1.21
Niati, D. R., Siregar, Z. M. E., & Prayoga, Y. (2021). The Effect of Training on Work Performance and Career Development: The Role of Motivation as Intervening Variable. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), 2385–2393. https://doi.org/10.33258/birci.v4i2.1940
Nurhajijah, S., Dewi, I. R., & Aisy, R. (2022). The Influence of Service Quality and Store Atmosphere on Customer Satisfaction at Vocational High School Business Center in Cirebon. Manajemen Bisnis, 12(01), 52–61. https://doi.org/10.22219/mb.v12i01.15481
Pojoh, L. S. A., & Kindangen, P. (2019). the Influence of Product Diversity and Store Atmosphere on Customer Satisfaction At Miniso Manado Pengaruh Keragaman Produk Dan Suasana Toko Terhadap Kepuasan Pelanggan Di Miniso Manado. Arie…… 4543 Jurnal EMBA, 7(4), 4543–4551.
Pratiwi, V. A., Sulaiman, E., Budiastuti, E., & Ajie, A. (2022). Store Atmosphere and Service Quality on Cafe Consumer Satisfaction. Enrichment: Journal of Management, 12(4), 2893-2900.
Prayoga, V., Lapian, S. L. H. V. J., Pandowo, M. H. C., & Lapian, S. L. H. V. J. (2025). THE INFLUENCE OF STORE ATMOSPHERE AND PRODUCT VARIATION ON CUSTOMER SATISFACTION IN KEDAI SEDJAK 2019 MANADO PENGARUH ATMOSFER TOKO DAN VARIASI PRODUK TERHADAP KEPUASAN PELANGGAN DI KEDAI SEDJAK 2019 MANADO Jurnal EMBA Vol . 13 , No . 1 Maret 2025 , Hal . 13(1), 802–811.
Putra, I. M. B. P., & Wimba, I. G. A. (2021). Pengaruh Store Atmosphere, Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen Pizza Hut Cabang Gatot Subroto Denpasar. Jurnal Manajemen, Kewirausahaan Dan Pariwisata, 1(2), 744–756.
Rafika, N. A., & Yulhendri. (2020). The Effect of Store Atmosphere, Product Quality, Customer Satisfaction and Electronic Word of Mouth on Customer Loyalty in Gubuk Coffee Padang. 124(2019), 788–802. https://doi.org/10.2991/aebmr.k.200305.146
Ramadhan, D., & Mahargiono, P. B. (2020). Pengaruh Harga, Kualitas Produk, Store Atmosphere Dan Lokasi Terhadap Kepuasan Pelanggan Pada Tepi Barat Rumah Kopi Rungkut Surabaya. Jurnal Ilmu Dan …, 9(5), 2. http://jurnalmahasiswa.stiesia.ac.id/index.php/jirm/article/view/3072
Sambara, J., Tawas, H. N., Samadi, R. L., Pengaruh, A., Produk, K., Dan, K. P., Manajemen, J., & Ratulangi, U. S. (2021). STORE ATMOSPHERE TERHADAP KEPUASAN KONSUMEN PADA CAFE 3 . AM KOFFIE SPOT MANADO ANALYSIS OF THE EFFECT OF PRODUCT QUALITY , SERVICE QUALITY AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION AT CAFE 3 . AM KOFFIE SPOT MANADO Jurnal EMBA Vol . 9 No . 4 Oktober. 9(4), 126–135.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill-building approach (7th ed.). Chichester, West Sussex: Wiley.
Sugiyono. (2017). Quantitative, qualitative, and R&D research methods (25th edition). Bandung: Alfabeta.
Syaifudin, A., & Suriyok, K. (2022). Enrichment: Journal of Management The effect experiential marketing, store atsmosphere, product and service on satisfaction. Enrichment: Journal of Management, 12(5).
Wachdijono, W., Siregar, N. F. S. N. F., Langputeh, S., & Jaeroni, A. (2023). The Influence Of Barista And Product On The Store Atmosphere And Its Impact On Coffee Shop Customer Satisfaction In The Lowland. Journal of Social Science (JoSS), 2(12), 1120-1143.
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