PENGARUH KUALITAS LAYANAN TERHADAP NIAT BERKUNJUNG ULANG YANG DIMEDIASI OLEH CUSTOMER SATISFACTION (Studi Pada Pelanggan Kafe Swara Cabang Dinoyo)

This research aims to examine the effect of service quality on revisit intention, mediated by customer satisfaction. This research adopts an explanatory research method. Data were collected through a survey using a questionnaire. The sample consisted of 245 Swara café customers, determined using Lemeshow formula and selected through accidental sampling. The analytical method used was regression analysis. The result indicate that service quality has a positive and significant effect on revisit intention. Service quality also has a positive and significant effect on customer satisfaction. However, customer satisfaction does not have a significant effect on revisit intention and is not able to mediate the effect of service quality on revisit intention.