Attributes of the coffee shop business related to customer satisfaction

Abstract

The purpose of this study is to investigate the antecedent attributes of customer satisfaction in the coffee shop business domain. Based on the literature, this research examines “atmosphere,” “employee attitudes,” “information technology service (IT service),” and “coffee quality” in relation to “satisfaction” and “loyalty.” A total of 277 observations were obtained from data collected using Amazon Mechanical Turk. For the data analysis, confirmatory factor analysis and structural equation modeling were conducted to examine the validity of the measurements and to understand the structural relationship. The results showed that the hypothesized antecedent variables were statistically significant to account for satisfaction. In particular, taste was identified as the most influential attribute accounting for satisfaction. Moreover, a significant relationship between “satisfaction” and “loyalty” was identified.