CUSTOMER SATISFACTION AS A MEDIATOR BETWEEN PERCEIVED QUALITY, ATTITUDES, AND READY-TO-DRINK COFFEE PURCHASE INTENTION
DOI:
https://doi.org/10.52434/mja.v9i1.43817Kata Kunci:
Coffee, Perceived Quality, Purchase IntentionAbstrak
Purchase intention is a key behavioral indicator of market competitiveness and business sustainability. Understanding its determinants—such as perceived quality, customer attitude, and satisfaction—is crucial for developing effective marketing strategies. This study analyzes the effects of perceived quality, customer attitude, and satisfaction on purchase intention for coffee ready-to-drink (RTD) products, and examines the mediating role of customer satisfaction. Data were collected through surveys and direct observation using accidental sampling, then analyzed with descriptive statistics and Structural Equation Modeling (SEM). The results show that customer attitude and satisfaction significantly influence purchase intention, both directly and through mediation. Customer satisfaction mediates the relationship between customer attitude and purchase intention, indicating that positive attitudes enhance satisfaction, which subsequently increases purchase intent. Conversely, perceived quality has no significant direct or indirect effect on purchase intention through satisfaction, suggesting its limited influence in this model. Overall, customer satisfaction serves as a key mediating factor linking attitude and purchase intention, while perceived quality plays a minor role. Strengthening customer attitudes and satisfaction is therefore a more effective strategy for increasing purchase intention for coffee RTD products.
Referensi
Ahmad, & Armawaddin, M. (2024). SEM-PLS : Predicting Community Welfare and Unemployment Using Income Inequality. Economics Development Analysis Journal, 13(2), 275–288.
Ajzen, I. (2015). Consumer attitudes and behavior : the theory of planned behavior applied to food consumption decisions. 121–138. https://doi.org/10.13128/REA-18003
Andriani, N. S., Rachmina, D., & Utami, A. D. (2025). DYNAMICS OF INDONESIA ’ S COMPETITIVENESS AND FACTORS AFFECTING COFFEE EXPORTS IN THE CHINA MARKET. Journal of Management & Agribusiness (JMA), 22(2), 185–194.
Astuti, N. P., & Rahmawati, H. R. (2023). The impact of ewom and perceived quality on purchase intention and purchase decision. Jurnal Ekonomi, Manajemen Dan Akuntansi, 25(1), 22–34. https://kumparan.com/kumparanwoman.
Chebab, Z., & Boukerch, Y. (2025). THE IMPACT OF EMOTIONAL ATTACHMENT ON BRAND LOYALTY: A CASE STUDY OF ALGERIAN CONSUMERS. MARKETING SCIENCE & INSPIRATIONS, 20(2), 14–26. https://doi.org/https://doi.org/10.46286/msi.2025.20.2.2
Duche-Pérez, A. B., Olger, A. G. A., Hillpa-Zuñiga, M. E., Escobar-Juárez, A. M., Romero, Á. V. M. P., García-Toledo, L. C., & Flores-Vilca, I. V. (2025). Predictors of purchase intention mediated by customer satisfaction. Edelweiss Applied Science and Technology, 9(3), 1189–1201. https://doi.org/10.55214/25768484.v9i3.5446
Ghafar, A., Ibrahim, M., Yousuf, M., Ahmed, N., & Ahmad, F. (2015). Product Perceived Quality and Purchase Intention with Consumer Satisfaction. Global Journal of Management and Business Research, 15, 20–27.
Humaidi, E., Unteawati, B., & Kusmaria, K. (2023). Impact of Consumer Satisfaction on Consumer Loyalty in the Honey Industry (A Study of Suhita Honey and Similar Products). JIA (Jurnal Ilmiah Agribisnis) : Jurnal Agribisnis Dan Ilmu Sosial Ekonomi Pertanian, 8(4), 270–274. https://doi.org/10.37149/jia.v8i4.435
Irshad, O., Ahmad, S., & Mahmood, S. (2024). Fostering Purchase Intentions Through CSR and Service Quality: The Role of Customer Satisfaction, Brand Loyalty, and Admiration. Sustainability (Switzerland), 16(23), 1–19. https://doi.org/10.3390/su162310584
Jayadi, M. F., & Ariyanti, M. (2019). The Effect, Perceived Quality, Perceived Risk, Perceived Value, on Bag Purchase Intention in Visal. International Journal of Economics, Business and Management Research, 3(7), 41–54. www.visvalbags.com
Khanh Tuan, V., & Rajagopal, P. (2017). The Mediating Effect Of Perceived Quality on The Customer Loyalty in Small And Medium-Sized Enterprises (SMEs) in The Mobile Phone Sector in Ho Chi Minh City (HCMC)-Vietnam. International Journal of New Technology and Research, 3, 129. www.ijntr.org
Latan, H., & Imam Ghozali. (2021). Particial Least squares: Konsep, teknik, dan aplikasi menggunakan program smart PLS (5th ed.). Badan Penerbit Universitas Diponegoro.
Liao, S. H., Hu, D. C., & Chou, H. L. (2022). Consumer Perceived Service Quality and Purchase Intention: Two Moderated Mediation Models Investigation. SAGE Open, 12(4), 1–15. https://doi.org/10.1177/21582440221139469
Mittal, V., Han, K., Frennea, C., Blut, M., Shaik, M., Bosukonda, N., & Sridhar, S. (2023). Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us. Marketing Letters, 34(2), 171–187. https://doi.org/10.1007/s11002-023-09671-w
Naskar, S. T., & Lindahl, J. M. M. (2025). Forty years of the theory of planned behavior: a bibliometric analysis (1985–2024). In Management Review Quarterly (Issue 0123456789). Springer International Publishing. https://doi.org/10.1007/s11301-025-00487-8
Nirmala Dewi, N. W. P., & Giantari, I. G. A. K. (2022). The Mediation Role of Customer Satisfaction and Trust in The Effect of Online Shopping Experience on Repurchasing Intention. European Journal of Business and Management Research, 7(3), 78–83. https://doi.org/10.24018/ejbmr.2022.7.3.1293
Religia, Y., Ramawati, Y., & Syahwildan, M. (2024). Analysis of the Effect of Perceived Product Quality on Retail Purchase Intention: The Mediating Role of Consumer Trust and Price Sensitivity Moderation. Applied Information System and Management (AISM), 7(1), 17–22. https://doi.org/10.15408/aism.v7i1.33914
Shastry, V., & Anupama, D. (2021). Consumer Attitude and their Purchase Intention: A Review of Literature. International Review of Business and Economics, 5, 50–72. https://doi.org/10.56902/IRBE.2021.5.2.3
Sulthana, A., & Shanmugam, V. (2021). Mediating role of perceived quality between social media trust and purchase intention. Materials Today: Proceedings. https://doi.org/10.1016/j.matpr.2020.11.573
Taufik, R., Syafei, R., Tobing, S., Aditia, F., Febriansyah, S. I., Purnomo, Y., & Sinaga, A. (2021). The Effects of Perceived Quality and Brand Trust on Purchase Intention on the Body Shop Products. Review of International Geographical Education (RIGEO), 11(3), 1416–1422. https://doi.org/10.48047/rigeo.11.3.133
Xu, F., Li, Y., & Zhou, J. (2015). Brand awareness for entrepreneurial hotel chains: Perceived quality and brand loyalty. Anthropologist, 19(3), 763–771. https://doi.org/10.1080/09720073.2015.11891712
Zeithaml, V., Bitner, M., Gremler, D. (2004). Services Marketing: Integrating Customer Focus Across the Firm. In Managing Service Quality: An International Journal (Vol. 14, Issue 5). McGraw-Hill. https://doi.org/10.1108/msq.2004.14.5.436.1
Unduhan
Diterbitkan
Terbitan
Bagian
Lisensi
|
