PENGARUH STORE ATMOSPHERE, SERVICE QUALITY DAN SOCIAL MEDIA MARKETING TERHADAP CUSTOMER SATISFACTION DI SPREAD CAFE BY TOOTOOMOO SURABAYA
Abstract
This study aims to analyze the impact of store atmosphere, service quality, and social media marketing on customer satisfaction at Spread Cafe by Tootoomoo Surabaya. In this competitive digital era, understanding the factors that influence customer satisfaction is crucial for the sustainability of businesses, especially in the F&B industry. This study uses a quantitative method with data collection through questionnaires distributed to Spread Cafe customers. A total of 124 respondents were selected as the sample, using purposive sampling technique. The data collected were then analyzed using PLS-SEM with the aid of SmartPLS 4.0 software. The analysis results show that store atmosphere, service quality, and social media marketing each have a positive and significant effect on customer satisfaction. These findings indicate that a comfortable cafe atmosphere, excellent service quality, and effective social media marketing strategies can enhance overall customer satisfaction. This research contributes to cafe managers in formulating marketing and operational strategies focused on customer experience. Furthermore, the results also strengthen the literature regarding the factors that influence customer satisfaction in the context of the local F&B industry.
References
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Kumolu-Johnson, B. (2024). Improving Service Quality in the Fast-Food Service Industry. Journal of Service Science and Management, 17(01), 55–74. https://doi.org/10.4236/jssm.2024.171002
Lyu, J., Krasonikolakis, I., & Vrontis, D. (2022). A systematic Literature Review of Store Atmosphere in Alternative Retail Commerce Channels. Journal of Business Reasearch, 153, 412–427.
Mahrizal, & Maisur. (2021). Pengaruh Bauran Pemasaran terhadap Kepuasandan LoyalitasKonsumen Produk Wisata Kulinerdi Kota Banda Aceh. Jurnal Ilmiah Ekonomi Global Masa Kini, 12(1).
Mendrofa, A., Dachi, F., Lase, F., & Kdruru, H. (2025). Dampak Pemasaran Digital Terhadap Perilaku Konsumen Sebuah Studi Pada Platform Media Sosial. JUKONI: Jurnal Ilmu Ekonomi Dan Bisnis, 2(1).
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Purwaningsih, Y., Cahyadin, M., & Gravitiani, E. (2011). Analisis Identifikasi Faktor-Faktor Yang MempengaruhiTingkat Ketahanan Pangan Rumah Tangga Di Provinsi Jawa Tengah Tahun 2009. Jurnal Ilmu Ekonomi & Pembangunan, 11(1).
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Rahadi, D. (2023). Pengantar Partial Least Squares Structural Equation Modeling (PLS-SEM) (1st ed.). CV. Lentera Ilmu Madani.
Samara, A., & Susanti, M. (2023). Pengaruh Kemudahan Penggunaan, Pengalaman Pengguna Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Penggunaan Aplikasi Dompet Digital (E-Wallet) di Kalangan Mahasiswa Universitas Buddhi Dharma. Jurnal Riset Akuntansi, 1(2), 249–260. https://doi.org/10.54066/jura-itb.v1i2.700
Satria Nugraha, A., & Adialita, T. (2021). Pengaruh Social Media Marketing terhadap Minat Berkunjung Wisatawan di Kota Bandung Melalui Nilai yang Dipersepsikan. Jurnal Akuntansi, Keuangan, Dan Manajemen, 2(3), 195–212. https://doi.org/10.35912/jakman.v2i3.381
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Sulistyawati, N., & Seminari, N. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Restoran Indus Ubud Gianyar. E-Jurnal Manajemen Unud, 4(8).
Syahroni, M. (2023). Analisis Data Kuantitatif. Jurnal Al-Musthafa STIT Al-Aziziyah Lombok Barat, 3(3).
Tannady, H., Wardhana, A., Nuryana, A., Sesario, R., Arief, I., Suryawan, R., Bando, N., & Hernawan, M. (2022). Analisis Peran Service Quality dan Brand Awareness dalam Meningkatkan Consumer Satisfaction pada Industri Ritel Food & Beverage (Studi Kasus Foodpedia). Jurnal Kewarganegaraan, 6(3). https://www.researchgate.net/publication/363250815
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Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2020). Services Marketing Integrating Customer Focus Across the Firm (4th ed.). McGraw-Hill.
Wonua, A., Sovianti, R., Risdwiyanto, A., Sutaguna, I., & Rukmana, A. (2023). Social Media Marketing And Customer Satisfaction. Jurnal Manajemen Riset Inovasi, 1(4), 50–60. https://doi.org/10.55606/mri.v1i4.1817
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Zuraidah, E. (2018). Analisis Kualitas Pelayanan Restoran Cepat Saji Dengan Metode Servqual (Service Quality). Jurnal Prosisko, 5(2).
Amin, N., Garancang, S., & Abunawas, K. (2023). Konsep Umum Populasi dan Sampel dalam Penelitian. JURNAL PILAR: Jurnal Kajian Islam Kontemporer, 14(1). https://journal.unismuh.ac.id/index.php/pilar/article/view/10624/5947
Anderson, B. (2023, August 3). Sampel representatif. Statorials.
Bergin, B. (2018). An Introduction to Data Analysis: Quantitative, Qualitative and Mixed Methods (1st ed.). SAGE Publications Ltd.
BPS. (2024). Statistik Penyediaan Badan Pusat Statistik BPS-Statistics Indonesia. BPS, 7.
Budiarno, Udayana, I., & Lukitaningsih, A. (2022). Pengaruh Kualitas Layanan, Kualitas Produk Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan. Equilibrium: Jurnal Penelitian Pendidikan Dan Ekonomi, 19(2). https://journal.uniku.ac.id/index.php/Equilibrium
Budiman, S., & Dananjoyo, R. (2021). The Effect of Cafe Atmosphere on Purchase Decision: Empirical Evidence from Generation Z in Indonesia. Journal of Asian Finance, Economics and Business, 8(4), 483–490. https://doi.org/10.13106/jafeb.2021.vol8.no4.0483
Charli, C. O., & Putri, D. A. (2020). Pengaruh Social Media Marketing, Fasilitas Wisata Dan Citra Destinasi Wisata Terhadap Minat Wisatawan Berkunjung. Jurnal EKOBISTEK, 9(2), 40–48.
Cox, R., & Brittain, P. (2004). Retailing an Introduction. Fifth Edition. Pearson Education Limited. London..pdf (fifth).
Damayanti, S., Chan, A., & Safa’atul Barkah, C. (2021). Jurusan Manajemen Fakultas Ekonomika dan Bisnis Universitas Negeri Surabaya. Jurnal Ilmu Manajemen, 9(3).
Effendy, F. H., Khuzaini, & Hidayat, I. (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(2), 123–148. https://doi.org/10.25139/ekt.v3i2.2033
Fadhilah, R. E., & Nainggolan, B. M. (2024). Peran Kualitas Pelayanan, Kepercayaan dan Pengalaman Pelanggan terhadap Kepuasan Pelanggan. INOVASI: Jurnal Ilmiah Ilmu Manajemen, 11(1), 150–163.
Fadhli, K., & Pratiwi, N. (2021). Pengaruh Digital Marketing, Kualitas Produk, Dan Emosional Terhadap Kepuasan Konsumen Poskopi Zio Jombang. Jurnal Ivonasi Penelitian, 2(2). https://doi.org/https://doi.org/10.47492/jip.v2i2.684
Firmansyah, M. F., Zulian Maulana, H., Azhari, S. C., & Efendi, F. (2022). Pengaruh Social Media Marketing Terhadap Customer Satisfaction Pada Minat Berwisata Sub Urban Kota Tasikmalaya: Apakah Promosi Sosial Media Mengubah Minat Generasi Z? Apakah Promosi Sosial Media Mengubah Minat Generasi Z? Journal of Tourism and Creativity, 6(1), 2022. https://jurnal.unej.ac.id/index.php/tourismjournal/index
Ghozali, I. (2021). Metode PenelAplikasi Analisis Multivariate dengan Program IBM SPSS 26itian Kuantitatif, Kualitatif, dan R&D (10th ed.). Badan Penerbit Universitas Diponegoro.
Gunawan, A. I., Amalia, F., Senalasari, W., & Gaffar, V. (2021). Pengukuran Aktivitas Pemasaran pada Media Sosial Instagram. Jurnal Administrasi Bisnis, 10(2), 133–142. https://doi.org/10.14710/jab.v10i2.35768
Hair, J., Hult, G., Ringle, C., Sarstedt, Danks, N., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. Springer Nature. https://doi.org/10.1007/978-3-030-80519-7
Hair, J., Hult, T., Ringle, C., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). Sage Publications.
Idris, M. (2021, October 8). Apa Itu Pemasaran: Definisi, Jenis, Fungsi, dan Contohnya . Kompas.Com. https://money.kompas.com/read/2021/10/08/160741926/apa-itu-pemasaran-definisi-jenis-fungsi-dan-contohnya
Ilham, S., Silaningsih, E., Kartini, T., & Gemina, D. (2024). Peningkatan Kepuasan Pelanggan Melalui Strategi Store Atmosphere. Jurnal Manajemen Terapan Dan Keuangan (Mankeu), 13(01).
Kumolu-Johnson, B. (2024). Improving Service Quality in the Fast-Food Service Industry. Journal of Service Science and Management, 17(01), 55–74. https://doi.org/10.4236/jssm.2024.171002
Lyu, J., Krasonikolakis, I., & Vrontis, D. (2022). A systematic Literature Review of Store Atmosphere in Alternative Retail Commerce Channels. Journal of Business Reasearch, 153, 412–427.
Mahrizal, & Maisur. (2021). Pengaruh Bauran Pemasaran terhadap Kepuasandan LoyalitasKonsumen Produk Wisata Kulinerdi Kota Banda Aceh. Jurnal Ilmiah Ekonomi Global Masa Kini, 12(1).
Mendrofa, A., Dachi, F., Lase, F., & Kdruru, H. (2025). Dampak Pemasaran Digital Terhadap Perilaku Konsumen Sebuah Studi Pada Platform Media Sosial. JUKONI: Jurnal Ilmu Ekonomi Dan Bisnis, 2(1).
Micoriza, M., & Sari, P. (2023). Pengaruh Store Atmosphere Dan Visual Merchandising Terhadap Minat Beli Ulang Konsumen Di Ruangan Seduh Coffee Purwakarta. Journal Of Industrial Management and Entrepreneurship, 1(2). http://creativecommons.org/licenses/by-nc-sa/4.0/
Mulyadi, M., & Tiorida, E. (2024). Effect of Service Quality on Consumer Satisfaction: A Study on Traditional Retail (Nanostore) in Kabupaten Subang. Jurnal Administrasi Bisnis, 13(1), 60–71. https://doi.org/10.14710/jab.v13i1.56111
Nasution, S. (2024). Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan di Industri Restoran. Journal of Trends Economics and Accounting Research, 5(2), 215–222. https://doi.org/10.47065/jtear.v5i2.1714
Pojoh, L. S. A., & Kindangen, P. (2019). The Influent of Product Diversity And Store Atmosphere on Customer Satisfaction At Miniso Manado Miniso Manado. Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 7(4), 4543–4551.
Purwaningsih, Y., Cahyadin, M., & Gravitiani, E. (2011). Analisis Identifikasi Faktor-Faktor Yang MempengaruhiTingkat Ketahanan Pangan Rumah Tangga Di Provinsi Jawa Tengah Tahun 2009. Jurnal Ilmu Ekonomi & Pembangunan, 11(1).
Rachman, A., & Purnomo, H. (2024). Metode Penelitian Kuantitatif Kualitatif Dan RND. CV Saba Jaya Publisher.
Rahadi, D. (2023). Pengantar Partial Least Squares Structural Equation Modeling (PLS-SEM) (1st ed.). CV. Lentera Ilmu Madani.
Samara, A., & Susanti, M. (2023). Pengaruh Kemudahan Penggunaan, Pengalaman Pengguna Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Penggunaan Aplikasi Dompet Digital (E-Wallet) di Kalangan Mahasiswa Universitas Buddhi Dharma. Jurnal Riset Akuntansi, 1(2), 249–260. https://doi.org/10.54066/jura-itb.v1i2.700
Satria Nugraha, A., & Adialita, T. (2021). Pengaruh Social Media Marketing terhadap Minat Berkunjung Wisatawan di Kota Bandung Melalui Nilai yang Dipersepsikan. Jurnal Akuntansi, Keuangan, Dan Manajemen, 2(3), 195–212. https://doi.org/10.35912/jakman.v2i3.381
Setiawan, P. A., & Rastini, N. M. (2021). The Effect of Product Quality, Service Quality, and Atmosphere Stores on Customer Satisfaction and Its Impact on Repurchase Intention. American Journal of Humanities and Social Sciences Research, 5(4), 395–402. www.ajhssr.com
Sulistyawati, N., & Seminari, N. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Restoran Indus Ubud Gianyar. E-Jurnal Manajemen Unud, 4(8).
Syahroni, M. (2023). Analisis Data Kuantitatif. Jurnal Al-Musthafa STIT Al-Aziziyah Lombok Barat, 3(3).
Tannady, H., Wardhana, A., Nuryana, A., Sesario, R., Arief, I., Suryawan, R., Bando, N., & Hernawan, M. (2022). Analisis Peran Service Quality dan Brand Awareness dalam Meningkatkan Consumer Satisfaction pada Industri Ritel Food & Beverage (Studi Kasus Foodpedia). Jurnal Kewarganegaraan, 6(3). https://www.researchgate.net/publication/363250815
Utami Dewi, R., & Cahyo Benardi, Y. W. (2023). Pengaruh Kualitas Pelayanan Dan Cita Rasa Makanan Terhadap Kepuasan Pelanggan Pada Wangi Daun Catering. ELESTE : Economic Skill, 1(1). https://journal.stiegici.ac.id/index.php/eleste/index
Widarti, P. (2022, August 27). Industri Kafe & Restoran Jatim Diyakini Tumbuh 30 Persen . Bisnis.Com.
Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2020). Services Marketing Integrating Customer Focus Across the Firm (4th ed.). McGraw-Hill.
Wonua, A., Sovianti, R., Risdwiyanto, A., Sutaguna, I., & Rukmana, A. (2023). Social Media Marketing And Customer Satisfaction. Jurnal Manajemen Riset Inovasi, 1(4), 50–60. https://doi.org/10.55606/mri.v1i4.1817
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Zuraidah, E. (2018). Analisis Kualitas Pelayanan Restoran Cepat Saji Dengan Metode Servqual (Service Quality). Jurnal Prosisko, 5(2).
Published
2025-06-30
How to Cite
Sudibyo, T. K., Fortune, C., & Dewi, I. C. (2025). PENGARUH STORE ATMOSPHERE, SERVICE QUALITY DAN SOCIAL MEDIA MARKETING TERHADAP CUSTOMER SATISFACTION DI SPREAD CAFE BY TOOTOOMOO SURABAYA. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(2), 937-959. https://doi.org/10.31955/mea.v9i2.5713
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