Main Content
Lembaga Kita Journal Portal
Open Access Articles

Developing A Customer Loyalty Model in Slow Bar Coffee Shops: The Role of Product Innovation and Brand Authenticity Through Customer Experience

  • Ninda Rachmawati1*
  • Sudarmiatin2
  • Wening Patmi Rahayu3
  • Naswan Suharsono4
1,2,3,4 Universitas Negeri Malang
* Corresponding Author: Ninda Rachmawati

Abstract

This study develops and empirically tests a model of customer loyalty. In the case of the study, the study was conducted in the field of study. This study finds that customer experience plays a mediating role. Bandung, Jakarta and A quantitative survey was conducted on 250 customers of fast-food coffee shops in Yogyakarta, Indonesia, using a cross-sectional design. Participants were recruited using a purposive sampling technique. The collected data were subsequently analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM) in SmartPLS 4.0. The results indicate that both product innovation (β = 0.372, p < 0.01) and brand authenticity (β = 0.451, p < 0.01) significantly enhance customer experience and contribute significantly to customer satisfaction. However, neither product innovativeness nor brand authenticity had a statistically significant direct effect on customer loyalty. Theoretically, this study advances the current understanding of customer loyalty by highlighting the pivotal role of customer experience in shaping loyalty within highly experience driven service environments, particularly in the context of slow bar coffee shops. In practice, these findings encourage managers to prioritize holistic experience design rather than focusing on single product or branding initiatives.

Keywords

Customer Loyalty Product Innovation Brand Authenticity Customer Experience Slow Bar Coffee Shop Indirect-Only Mediation

How to Cite

Citation Format
Rachmawati, N., Sudarmiatin, S., Rahayu, W. P., & Suharsono, N. (2026). Developing A Customer Loyalty Model in Slow Bar Coffee Shops: The Role of Product Innovation and Brand Authenticity Through Customer Experience. International Journal of Management Science and Information Technology, 6(2), 3100-3109. https://doi.org/10.35870/ijmsit.v6i2.8678

References

27 References
  • Bonfanti, A., Vigolo, V., Yfantidou, G., & Gutuleac, R. (2023). Customer experience management strategies in upscale restaurants: Lessons from the Covid-19 pandemic. International Journal of Hospitality Management, 109, 103416. https://doi.org/10.1016/j.ijhm.2022.103416
  • Chen, W.-Y., Fang, Y.-H., Chang, Y., & Kuo, C.-Y. (2023). Exploring motivation via three-stage travel experience: How to capture the hearts of Taiwanese family-oriented cruise tourists. Humanities and Social Sciences Communications, 10(1), 1–13. https://doi.org/10.1057/s41599-023-01986-3
  • Ding, K., Gong, X. Y., Huang, T. H., & Choo, W. C. (2024). Recommend or not: A comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation. European Research on Management and Business Economics, 30(1), 100236. https://doi.org/10.1016/j.iedeen.2023.100236
  • Ergen, A., & Akdag, S. G. (2024). Rethinking the servicescapes of new generation banks: Evidence from Türkiye. New Design Ideas, 8(1), 1–15. https://doi.org/10.62476/ndi.8197
  • Ferreira, J., Santos, J., & Costa, R. (2022). Specialty coffee experiencescape: A framework for understanding customer engagement in third-wave coffee shops. Journal of Hospitality and Tourism Management, 52, 112–124. https://doi.org/10.1016/j.jhtm.2022.06.008
  • Fusté-Forné, F., & Filimon, N. (2021). Using social media to preserve consumers' awareness on food identity in times of crisis: The case of bakeries. International Journal of Environmental Research and Public Health, 18(12), 6251. https://doi.org/10.3390/ijerph18126251
  • Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). Sage Publications.
  • Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
  • Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
  • Hollebeek, L., & Rather, R. A. (2019). Service innovativeness and tourism customer outcomes: The mediating role of customer co-creation. International Journal of Contemporary Hospitality Management, 31(11), 4227–4246. https://doi.org/10.1108/IJCHM-03-2018-0256
  • Ismail, A. M. (2023). Marketing's rediscovery of empathy: Is brand experience the answer to eliciting brand love cross-culturally? International Journal of Applied Research in Business and Management, 4(1), 1–12. https://doi.org/10.51137/ijarbm.2023.4.1.3
  • Kock, N. (2015). Common method bias in PLS-SEM: A full collinearity assessment approach. International Journal of e-Collaboration, 11(4), 1–10. https://doi.org/10.4018/ijec.2015100101
  • Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
  • Ling, E. S. W., Chua, B.-L., & Han, H. (2023). In search of a reciprocal relationship in dessert cafés: Linking customer perceived innovativeness to value co-creation behavior. Humanities and Social Sciences Communications, 10, 897. https://doi.org/10.1057/s41599-023-02353-y
  • Molinillo, S., Aguilar-Illescas, R., Anaya-Sánchez, R., & Carvajal-Trujillo, E. (2022). The customer retail app experience: Implications for customer loyalty. Journal of Retailing and Consumer Services, 65, 102842. https://doi.org/10.1016/j.jretconser.2021.102842
  • Morhart, F., Malär, L., Guèvremont, A., Girardin, F., & Grohmann, B. (2015). Brand authenticity: An integrative framework and measurement scale. Journal of Consumer Psychology, 25(2), 200–218. https://doi.org/10.1016/j.jcps.2014.11.006
  • Pekovic, S., & Rolland, S. (2020). Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience. Journal of Retailing and Consumer Services, 56, 102171. https://doi.org/10.1016/j.jretconser.2020.102171
  • Pine, B. J., & Gilmore, J. H. (2021). The experience economy: Competing for customer time, attention, and money (Updated ed.). Harvard Business Review Press.
  • Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/10.1037/0021-9010.88.5.879
  • Polas, M. R. H., Saha, R. K., & Tabash, M. I. (2021). How does tourist perception lead to tourist hesitation? Empirical evidence from Bangladesh. Environment, Development and Sustainability, 23(10), 15231–15252. https://doi.org/10.1007/s10668-021-01581-z
  • Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill-building approach (7th ed.). John Wiley & Sons.
  • Suhartanto, D., Dean, D., Sosianika, A., & Suhaeni, N. (2020). Customer loyalty in the coffee shop industry: The role of experience quality and customer satisfaction. International Journal of Hospitality Management, 91, 102677. https://doi.org/10.1016/j.ijhm.2020.102677
  • Tenenhaus, M., Vinzi, V. E., Chatelin, Y.-M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data Analysis, 48(1), 159–205. https://doi.org/10.1016/j.csda.2004.03.005
  • Vargo, S. L., & Lusch, R. F. (2016). Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1), 5–23. https://doi.org/10.1007/s11747-015-0456-3
  • Yen, C.-H., Teng, H.-Y., & Tzeng, J.-C. (2020). Innovativeness and customer value co-creation behaviors: Mediating role of customer engagement. International Journal of Hospitality Management, 88, 102514. https://doi.org/10.1016/j.ijhm.2020.102514
  • Zhang, H., Liang, X., & Wang, S. (2016). Customer value anticipation, product innovativeness, and customer lifetime value: The moderating role of advertising strategy. Journal of Business Research, 69(2), 619–624. https://doi.org/10.1016/j.jbusres.2015.09.018
  • Zhao, X., Lynch, J. G., & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research, 37(2), 197–206. https://doi.org/10.1086/651257

Author Biographies

Ninda Rachmawati, Universitas Negeri Malang

Doctoral Program in Management Science, Faculty of Economics and Bussiness, Universitas Negeri Malang, Malang City, East Java Province, Indonesia

Sudarmiatin, Universitas Negeri Malang

Doctoral Program in Management Science, Faculty of Economics and Bussiness, Universitas Negeri Malang, Malang City, East Java Province, Indonesia

Wening Patmi Rahayu, Universitas Negeri Malang

Doctoral Program in Management Science, Faculty of Economics and Bussiness, Universitas Negeri Malang, Malang City, East Java Province, Indonesia

Naswan Suharsono, Universitas Negeri Malang

Doctoral Program in Management Science, Faculty of Economics and Bussiness, Universitas Negeri Malang, Malang City, East Java Province, Indonesia

License

Copyright (c) 2026 Ninda Rachmawati, Sudarmiatin, Wening Patmi Rahayu, Naswan Suharsono

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

This is an open-access journal distributed under the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits unrestricted use, distribution, reproduction, and adaptation in any medium (even commercially), provided appropriate credit is given to the original author(s), a link to the license is provided, and any changes made are indicated. Authors retain copyright without restrictions and grant the journal the right of first publication as well as non-exclusive publishing rights for archiving, indexing, and scholarly dissemination.

Downloads

OJS UsageStats Plugin
Download data is not yet available.

Most read articles by the same author(s)

Contrimetric

Recommended Articles