Consumer Economic Behavior of Generation Z: The Role of Promotion, Lifestyle, and Store Atmosphere on Repurchase Intention Mediated by Customer Satisfaction at Starbucks in Bali
DOI:
https://doi.org/10.37385/ijedr.v6i4.7510Keywords:
Promotion, Lifestyle, Store Atmosphere, Repurchase Intention, Generation Z, Customer Satisfaction, Consumer Economic BehaviorAbstract
The coffee shop industry in Indonesia is growing rapidly, especially among Generation Z who have made coffee a part of their lifestyle. Starbucks faces intense competition and needs to understand the factors that influence repurchase intentions, such as promotions, lifestyle, and store atmosphere. This study aims to provide a comprehensive insight into the factors that influence repurchase decisions among Generation Z, focusing on aspects of promotion, lifestyle, and store atmosphere, and how customer satisfaction can mediate these influences. The research design used in this study is a quantitative approach in the form of an associative causal approach. The results showed that promotion, lifestyle, and store atmosphere have a positive and significant effect on customer satisfaction at Starbuck in Bali Province. Promotion, lifestyle, store atmosphere, and customer satisfaction have a positive and significant effect on repurchase intentions at Starbuck in Bali Province. Customer satisfaction is able to mediate the effect of promotion, lifestyle, and store atmosphere on repurchase intentions at Starbuck in Bali Province. This means that an increase in promotion, lifestyle, and store atmosphere will increase customer satisfaction and will also increase consumer repurchase intentions with products at Starbuck in Bali Province.
References
Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2020). Customer satisfaction and shareholder value. Journal of Marketing Research, 57(5), 800–815. https://doi.org/10.1177/0022243720940150
Astono, A. D., & Susilo, B. W. S. (2023). Pengaruh promosi terhadap kepuasan pelanggan dengan kualitas pelayanan sebagai variabel pemoderasi. Jurnal Bingkai Ekonomi (JBE), 8(2), 1–8. https://doi.org/10.54066/jbe.v8i2.282
Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2020). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120–141. https://doi.org/10.1509/jmkg.66.2.120.18470
Devina, N. A. (2022). Pengaruh kualitas pelayanan, harga dan store atmosfer terhadap kepuasan konsumen pada Cafe Tenda Surabaya. Jurnal Ilmu dan Riset Manajemen, 11(10), 1–16.
García, N., Saura, I., Orejuela, A., & Junior, J. R. (2020). Purchase intention and purchase behavior online: A cross-cultural approach. Heliyon, 6(6), e04138. https://doi.org/10.1016/j.heliyon.2020.e04138
Grewal, D., Roggeveen, A. L., & Nordfält, J. (2019). The future of retailing. Journal of Retailing, 95(4), 256–268. https://doi.org/10.1016/j.jretai.2019.10.002
Hapsari, R., Clemes, M. D., & Dean, D. (2022). The effect of service quality, perceived value, and customer satisfaction on customer loyalty in the airline industry. Journal of Hospitality and Tourism Management, 48, 50–61. https://doi.org/10.1016/j.jhtm.2021.06.006
Hilda Zannuba, S., & Prawitasari, D. (2022). Pengaruh gaya hidup dan kualitas pelayanan melalui kepuasan konsumen terhadap minat beli ulang. Jurnal Fokus Manajemen Bisnis, 12(2), 176–193. https://doi.org/10.12928/fokus.v12i2.6640
Huarng, K.-H., & Yu, M.-F. (2018). Customer satisfaction and repurchase intention theory for the online sharing economy. Review of Managerial Science, 13, 635–647. https://doi.org/10.1007/s11846-018-0321-0
Humaira, K. F., & Ratnawati, K. (2024). Pengaruh kualitas produk dan harga terhadap repurchase intention dimediasi oleh kepuasan pelanggan. Jurnal Manajemen Pemasaran dan Perilaku Konsumen, 3(1), 165–176. https://doi.org/10.21776/jmppk.2024.03.1.17
Hwang, J., & Lyu, S. O. (2020). Relationships among green image, consumer attitudes, desire, and customer citizenship behavior in the airline industry. International Journal of Sustainable Transportation, 14(8), 593–605. https://doi.org/10.1080/15568318.2019.1618366
Ibrohim, H., Hidayah, N. R., & Nugraha, A. (2024). Pengaruh promosi terhadap kepuasan pelanggan di PT Electronic City cabang Pamulang. Indonesia Journal of Economic, Finance, Business and Management, 1(3), 2–10.
Jiang, Y., & Zhang, X. (2019). The impact of customer satisfaction on repurchase intention: A study in the coffee shop industry. Journal of Retail and Consumer Services, 47, 23–29. https://doi.org/10.1016/j.jretconser.2018.10.003
Kim, J., Kim, S., & Park, J. (2020). The impact of personalized promotions on customer repurchase intention in e-commerce. Journal of Retailing and Consumer Services, 55, 102095. https://doi.org/10.1016/j.jretconser.2020.102095
Kim, J., Lee, J. C., & Suh, E. H. (2019). Influence of customer value on satisfaction and loyalty in the airline industry. Journal of Air Transport Management, 75, 17–28. https://doi.org/10.1016/j.jairtraman.2019.02.002
Kim, M., & Kim, J. H. (2021). The impact of perceived value on repurchase intention and customer loyalty in e-commerce. Journal of Business Research, 129, 836–847. https://doi.org/10.1016/j.jbusres.2020.10.053
Kumar, V., & Shah, D. (2021). Predicting customer repurchase intentions based on loyalty, satisfaction, and trust. Journal of Retailing, 97(4), 679–692. https://doi.org/10.1016/j.jretai.2020.09.004
Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction-loyalty link: Mobile phone service in France. Journal of Services Marketing, 15(1), 35–48. https://doi.org/10.1108/08876040110381463
Lemon, K. N., & Verhoef, P. C. (2019). Understanding customer experience throughout the customer journey. Journal of Marketing, 83(6), 69–96. https://doi.org/10.1177/0022242919868661
Maulida, D., Ikramuddin, Adnan, & Edyansyah, T. (2022). Pengaruh dimensi store atmosphere terhadap repurchase intention (Studi kasus pada Hoco Coffee Banda Aceh). Jurnal Visioner & Strategis, 11(2), 31–40.
Muazidah, L., Rianto, S., & Prabasari, B. (2022). Pengaruh kualitas pelayanan dan promosi terhadap kepuasan pelanggan melalui keputusan pembelian (Studi kasus pada Toko Pertanian UD. Digma Tani). Solusi: Jurnal Ilmiah Bidang Ilmu Ekonomi, 20(2), 148–159.
Munwaroh, U., & Riptiono, S. (2021). Analisis pengaruh cafe atmosphere, kualitas pelayanan dan customer experience terhadap repurchase intention dengan kepuasan pelanggan sebagai variabel mediasi. Jurnal Ilmiah Mahasiswa Manajemen, Bisnis dan Akuntansi (JIMMBA), 3(5), 1030–1046. https://doi.org/10.32639/jimmba.v3i5.952
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2019). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 95(4), 556–564. https://doi.org/10.1016/j.jretai.2019.07.002
Priporas, C. V., Stylos, N., & Fotiadis, A. K. (2019). Generation Z consumers' expectations of interactions in smart retailing: A future agenda. Computers in Human Behavior, 77, 374–381. https://doi.org/10.1016/j.chb.2017.06.027
Rahmadika, N. A., & Kristaningsih, T. (2018). Pengaruh brand image dan gaya hidup terhadap keputusan pembelian jeans Levi’s (Studi pada mahasiswa aktif DIV Manajemen Pemasaran Jurusan Administrasi Niaga Politeknik Negeri Malang Tahun 2017/2018). Jurnal Aplikasi Bisnis, 4(2), 301–305.
Ramdani, I., & Sudrartono, T. (2021). Pengaruh promosi media sosial terhadap minat beli kembali ikan cupang di Bettacuco Bandung. Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi), 5(1), 1–12.
Sihura, S. E. I. (2025). Pengaruh suasana toko dan kualitas pelayanan terhadap pembelian ulang pada UB. Sella Desa Bawonahono Kecamatan Fanayama Kabupaten Nias Selatan. Jurnal Ilmiah Mahasiswa Nias Selatan, 8(1), 56–70. https://doi.org/10.57094/jim.v8i1.1417
Susanto, R. K., & Sahetapy, W. L. (2021). Pengaruh sikap, norma subyektif, dan kontrol perilaku terhadap minat beli produk Levi’s pada generasi milenial. AGORA, 9(2).
Tae, B. E., & Bessie, J. L. D. (2021). Pengaruh gaya hidup dan kelompok referensi terhadap minat membeli ulang (repurchase intention) (Survei pada pelanggan The Kings Resto Kupang). Jurnal Transformatif, 10(1), 27–45.
Vivian, S. (2020). Pengaruh brand image dan gaya hidup hedonis terhadap keputusan pembelian konsumen Generasi Z pada produk Starbucks. Jurnal Transaksi, 12(1), 51–66.
Wardono, P., Kusumowidagdo, A., & Muthohar, I. (2019). The influence of store atmosphere on purchasing decisions at premium cafes. Jurnal Arsitektur, 15(3), 112–119.
