The Influence of Experiential Marketing and Store Atmosphere on Customer Loyalty for Fore Coffee G-Walk Citraland Surabaya
Abstract
In the current era, the development of coffee shops is taking place very rapidly, so companies are required to innovate so that their products are superior to other competitors, following market desires. This research examines the influence of experiential marketing and store atmosphere on customer loyalty. This research is quantitative, using non-probability sampling and purposive sampling techniques in sampling. The population studied was customers of Fore Coffee G-Walk Citraland Surabaya, with a total of 112 respondents. The data analysis technique used is partial least squares (PLS). The research results show that experiential marketing and store atmosphere positively and significantly influence customer loyalty.
Downloads
References
Afriana, A. E., & Sulistyawati, L. (2023). The Effect of Store Atmosphere on Customer Loyalty at Ludic Café (Study on Customers of Ludic Café Kendangsari, Surabaya). Management Studies and Entrepreneurship Journal (MSEJ), 4(2), 1614-1627. https://doi.org/10.37385/msej.v4i2.1781
Andianto, K., & Firdausy, C. M. (2020). The Effect of Perceived Value, Perceived Quality, and Customer Satisfaction on Customer Loyalty at Warunk Upnormal in Jakarta. Journal of Managerial and Entrepreneurship, 2(3), 758-764. https://doi.org/10.24912/jmk.v2i3.9589
Asakdiyah, S., & Ismanto, D. (2021). Strengthening Student Loyalty through the Quality of Academic Guidance Services and Student Satisfaction. JPPI (Journal of Indonesian Education Research), 7(1), 120-127. https://doi.org/10.29210/02021851
Hasibuan, A. N., Bachri, S., & Maulana, M. E. (2024). Determinants of Brand Self-Expression Value on Purchase Intentions through Brand Love. Journal of Management and Business, 4(1), 68-84. https://doi.org/10.32509/jmb.v4i1.3883
Hendaprilla, M. L., & Hamzah, M. I. (2023). The Effect of Product Quality and Price on Customer Loyalty and Consumer Satisfaction as Intervening Variables. Journal of Almatama Business Management, 2(1), 51-62. https://doi.org/10.56248/jamane.v1i1.7
Izzudin, M., Rachma, N., & Wahono, B. (2019). The Effect of Experiential Marketing and Store Atmosphere on Customer Loyalty (Study on Customers of Equal Coffee Dau Malang). E-JRM: Electronic Journal of Management Research, 8(05).
Karuniatama, I. H., Barata, D. D., & Suyoto, Y. T. (2020). The Effect of Experiential Marketing on Customer Loyalty in Retail in Indonesia. Widyakala: Journal of Pembangunan Jaya University, 7(1), 28. https://doi.org/10.36262/widyakala.v7i1.277
Kusumawati, D. (2020). The Effect of Satisfaction and Experiential Marketing on Word of Mouth (Study on Arrafi Hijab Agency in Demak). Mimbar Administrasi, 17(2), 192-214. http://dx.doi.org/10.56444/mia.v17i2.1786
Mekaniwati, A. (2020). Descriptive Analysis of Consumer Perceptions of Jungleland Adventure Theme Park on Experiential Marketing, Facilities, and Revisit Interest. Journal of Tourism Science, 1(2), 101-112. https://doi.org/10.37641/jipkes.v1i2.946
Nafiah, K. L., & Trihudiyatmanto, M. (2021). Building Customer Loyalty through Satisfaction Influenced by Product Quality, Brand Image, and Experiential Marketing. EKOBIS: Journal of Management and Accounting Science, 9(1), 61-73. https://doi.org/10.36596/ekobis.v9i1.487
Nasution, R. H., & Safina, W. D. (2022). The Effect of Store Atmosphere, Product Quality, and Service Quality on Purchase Decisions at Bel Coffee in Medan Johor. Journal of Business, Management, and Accounting, 9(2), 165-177. http://dx.doi.org/10.54131/jbma.v9i2.145
Ningsih, L. S. R. (2023). The Effect of Experiential Marketing and Store Atmosphere on Customer Loyalty at Bebek Cak Anton Restaurant in Jombang. BIMA: Journal of Business and Innovation Management, 5(2), 188-196. https://doi.org/10.33752/bima.v5i2.5663
Nurhikmah, T., Fauzi, A., Putri, S. C. T., Asmarani, D., Damayanti, V., & Thalitha, R. F. (2022). Analysis of Factors Affecting Customer Loyalty in Online Transportation Services (Gojek): Service Quality, Price, and Consumer Satisfaction. Journal of Applied Management Science, 3(6), 646-656. https://doi.org/10.31933/jimt.v3i6.946
Praditya, D. A. P., & Kaihatu, T. S. (2023). The Effect of Store Atmosphere and Store Location on Customer Loyalty with Customer Satisfaction as a Mediating Variable at Kawan Seduh Coffee in Surabaya. Performance Journal: Journal of Management and Startup Business, 8(6), 599-611. https://doi.org/10.37715/jp.v8i6.4443
Rasmikayati, E., Afriyanti, S., & Saefudin, B. R. (2020). Performance, Potential, and Constraints in Coffee Shop Businesses in Jatinangor: A Case Study of Belike Coffee Shop and Balad Coffee Works. Agritekh (Journal of Agribusiness and Food Technology), 1(01), 26-45. https://doi.org/10.32627/agritekh.v1i01.14
Santoso, A. L., Japarianto, E., Tandijaya, T. N. B., & Andreani, F. (2023). The Effect of Experiential Marketing on Customer Loyalty through Customer Engagement as an Intervening Variable at Ikea Ciputra World. Journal of Marketing Management, 17(2), 81-89. https://doi.org/10.9744/pemasaran.17.2.81-89
Schmitt, Bernd H. (2018). Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands. The Free Press, New York.
Wungkana, J. J., Mangantar, M., & Tulung, J. E. (2022). The Effect of Experiential Marketing and Emotional Marketing on Customer Loyalty at 71 Coffeeshop Manado. Emba Journal: Journal of Economic, Management, Business, and Accounting Research, 10(3), 624-633. https://doi.org/10.35794/emba.v10i3.42774
Copyright (c) 2025 Shafira Salsabilla, Supriyono Supriyono
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
