INTERNATIONAL JOURNAL OF RESEARCH IN BUSINESS AND SOCIAL SCIENCE 14(2) (2025) 70-78

Research in Business & Social Science

IJRBS VOL 14 NO 2 (2025) ISSN: 2147-4478
Available online at www.ssbfnet.com
Journal homepage: https://www.ssbfnet.com/ojs/index.php/ijrbs

The effect of servicescape on consumer revisit intention through fine

dining restaurant satisfaction and reputation in Malang City
Majdah Makkiyah Guntur (a)* Nur Khusniyah Indrawati(b)
(a)
Management Department, Faculty of Economics and Business, University of Brawijaya, Malang, Indonesia
(b
Doctor, Management Department, Faculty of Economics and Business, University of Brawijaya, Malang, Indonesia

ARTICLE INFO ABSTRACT

Article history: This study aims to analyze the effect of servicescape on revisit intention at fine dining restaurants in
Malang City, by examining the mediating role of customer satisfaction and restaurant reputation. The
Received 20 Dec 2024 restaurant industry, especially fine dining, faces major challenges due to intense competition triggered
Received in rev. form 23 Jan 2025 by the increasing number of restaurants in Indonesia. This phenomenon requires restaurants to offer
Accepted 08 Feb 2025 more than just food and drinks, namely an exclusive dining experience, involving servicescape elements
such as ambiance, functionality, and signs that affect customer satisfaction and restaurant reputation.
This study found that servicescape has a positive and significant effect on revisit intention (β=0.379;
Keywords: p<0.001), customer satisfaction (β=0.156; p<0.001), and restaurant reputation (β=0.745; p<0.001).
Elements such as interior design, lighting, aroma, cleanliness, and service create a memorable
Servicescape; Satisfaction, Reputaion,
experience for customers, strengthen the restaurant's reputation, and increase customer loyalty. In
Revisit, Restaurant addition, mediation by customer satisfaction and restaurant reputation showed significant results
(p<0.001 and p=0.020), which strengthens the relationship between servicescape and revisit intention.
These results confirm that a good restaurant reputation not only increases consumer trust but also
JEL Classification: strengthens their perception of the quality of the experience offered. In the context of fine dining,
O15, E41, L4 servicescape is key to creating a high-end experience that meets customer expectations, thereby
increasing revisit intention and building loyalty. This study provides important insights for fine dining
restaurant managers on how to optimize servicescape elements by developing servicescape elements
to be more personal to consumers, utilizing long-term influence on consumers, improving staff skills
and motivation, innovating to increase exposure and evaluating restaurant performance.

© 2025 by the authors. Licensee SSBFNET, Istanbul, Turkey. This article is an open access article
distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license
(http://creativecommons.org/licenses/by/4.0/).

Introduction
The restaurant business focuses on providing a dining experience that relies heavily on the reciprocal interaction between tangible
and intangible elements which in turn can affect the long-term future of the restaurant (Marinkovic et al., 2014; Shahzadi et al., 2018).
These tangible and intangible aspects constitute the physical environment which includes three main components, namely, (1)
atmosphere such as temperature, weather, music, and smell; (2) functional such as the layout and functionality of existing goods; and
(3) symbols or signs used to express and reinforce the atmosphere at that location (Sultana et al., 2022). Moreover, currently,
restaurants are not only businesses that sell various foods and drinks but also offer various new experiences that may not be found in
other restaurants. This is what currently makes various restaurants compete to present various interesting experiences and get
enthusiasm from consumers to visit. However, sometimes the restaurant has to sacrifice the main thing offered just to get attention.
This will also be exacerbated by the current condition of the restaurant industry, which is one of the businesses that is growing quite
rapidly and resulting in quite tight business competition. This can be seen from the number of restaurant growth in Indonesia in 2022
which has reached 9,464 restaurants and will continue to increase by 7% in 2024 (Badan Pusat Statistik, 2022). Likewise, with the
situation in fine dining restaurants, the various experiences offered by these fine dining restaurants cause the prices that must be paid
by consumers to be very high. Thus, it would be very dangerous if consumers did not get a pleasant experience during their visit to
a fine dining restaurant.

* Corresponding author. ORCID ID: https://orcid.org/0009-0002-1247-2817

© 2025 by the authors. Hosting by SSBFNET. Peer review under responsibility of Center for Strategic Studies in Business and Finance.
https://doi.org/10.20525/ijrbs.v14i2.3912
Guntur & Indrawati, International Journal of Research in Business & Social Science 14(2) (2025), 70-78

The large number of restaurant industries, especially fine dining restaurants, gives consumers more options when they are going to
visit a restaurant. If the restaurant is unable to survive and also innovate, it will clearly make consumers not want to visit the restaurant
again and will later affect the long-term life of the restaurant. Likewise in Malang City, the tight competition in the restaurant industry
in Malang City has resulted in a decrease in the number of restaurants in 2023, namely 473 restaurants, which previously in 2022
there were 978 and in 2023 there were only 505 restaurants. Consumers' revisit intentions can actually be influenced by many factors.
One important factor that must always be improved is related to the physical environment of the restaurant. Servicescape can be
divided into three main aspects including atmosphere, functionality, and also signs (Leong et al., 2023). The atmosphere aspect here
is often created using non-visual elements such as aroma or light, while the functional aspect includes layout, comfort, convenience,
and physical location. The sign aspect is a signal to communicate a message about a place to consumers. Not only that, the human
aspect has recently been included in the environmental features, and the things that are considered are related to the services provided.
The entire servicescape section plays a very important role in shaping consumer perceptions, emotions, and consumer behavior while
they receive services and can affect their satisfaction, purchase intentions, and revisit intentions (Valentini et al., 2024). Even so, in
fact, some indirect influences were found between servicescape and consumer revisit intentions through satisfaction variables such
as mediation (Hanifah et al., 2022; Zhan et al., 2024). Servicescape combines design, layout, physical functionality, and surrounding
conditions that have been proven to significantly affect consumer experience and subsequent consumer satisfaction (Lugosi et al.,
2023). Servicescape can also be supported by the reputation of a restaurant. When the restaurant has a good reputation, it will increase
consumer confidence in visiting the restaurant (Wardi & Trinanda, 2022). The reputation of the restaurant is also an important thing
to consider because it will greatly affect consumer satisfaction (Hadi & Indradewa, 2019; Loureiro & Kastenholz, 2011). Thus, not
only environmental aspects must be considered by a restaurant but also the reputation of the restaurant, later this can affect consumer
satisfaction which in the long term will affect consumer intentions to revisit (Mannan et al., 2019).
Several previous studies on servicescape still show inconsistencies in several things such as the research results, variables used, and
also the relationship between research variables used. As in the research conducted by Lam et al., (2011), Tubillejas Andrés et al.,
(2016) servicescape influences consumer satisfaction. However, there are differences in the dimensions and servicescape variables
used. Likewise, the restaurant's reputation has an insignificant influence on consumer satisfaction (Helm, 2007; Loureiro &
Kastenholz, 2011; Opoku et al., 2023). Therefore, this study tries to fill the research gap by combining the results of existing research
into a new model that is different from other research models, namely by showing an indirect influence between servicescape and
consumer revisit intentions mediated by satisfaction and restaurant reputation.

Based on the phenomena and research gaps that have been explained previously, there is an opportunity to research this in more
depth. Thus, it would be very interesting to conduct research on servicescape in fine dining restaurants in Malang City considering
that fine dining restaurants are restaurants that serve food, services, and also high-class experiences and it would be very dangerous
if the physical environment features provided do not match what has been paid by consumers. Therefore, it is necessary to review
the servicescape that has been provided by fine dining restaurants in Malang City and whether it is appropriate or not. This study
aims to determine the effect of servicescape on revisit intention, consumer satisfaction, and restaurant reputation of fine dining
restaurants in Malang City, the effect of restaurant reputation on consumer satisfaction and revisit intention, and the indirect effect
on the relationship between servicescape and revisit intention mediated by consumer satisfaction and restaurant reputation.

Literature Review
The influence of servicescape on revisit intention, consumer satisfaction and restaurant reputation
Servicescape is a physical environment where the services offered by a restaurant are delivered (L. (Zixi) Peng et al., 2024),
Servicescape includes various aspects of services offered by the restaurant, such as layout, physical space design, furnishings, food
offered, employee behavior, and clothing to intangible elements or can be broken down into four dimensions, namely, including
aspects of atmosphere, functionality, quality of ingredients and social aspects (Taylor, 2020). Servicescape can also increase
consumers' desire to revisit the restaurant (Ambarwati et al., 2023; Hanifah et al., 2022; L. (Zixi) Peng et al., 2024; Valentini et al.,
2024; Walean et al., 2023). Servicescape has an influence on consumer satisfaction. This can be seen when the service experience
regarding the servicescape felt by consumers is quite good, then it will affect consumer satisfaction (Batouei et al., 2020; Hanafi et
al., 2021; Lam et al., 2011; Lugosi et al., 2023; Morkunas & Rudienė, 2020; J. Peng et al., 2023). Likewise, Andriani et al.,
(2021)stated that servicescape is one of the important things that restaurants must continue to maintain and continue to improve
because it can also affect the reputation of the restaurant itself. Based on the results of the study, the following hypothesis is proposed:

H1: Servicescape has a significant effect on consumer revisit intention

H2: Servicescape has a positive and significant effect on consumer satisfaction

H3: Servicescape has a positive and significant effect on restaurant reputation

The influence of restaurant reputation on customer satisfaction

The reputation of a restaurant is one of the important things that must be maintained by a company because it will indirectly affect
the continuation of the business in the future. The reputation of a service provider has a positive influence on consumer satisfaction

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through perceived quality because this reputation forms consumer expectations even before consumers visit which will later be
compared with their experience when visiting in person (Wu et al., 2018). In fact, in the long term, the reputation of a restaurant can
also influence consumers' re-visiting intentions (Back et al., 2021; Hassan & Soliman, 2021; Kadir et al., 2020; Khalifa et al., 2019;
Wardi & Trinanda, 2022). Based on the results of the study, the following hypotheses are formulated:

H4: Restaurant reputation has a positive and significant effect on customer satisfaction
H5: Restaurant reputation has a positive and significant effect on revisit intention

The influence of customer satisfaction on revisit intention

Consumer satisfaction is one of the goals that a company wants to achieve. This is because consumer satisfaction will greatly affect
the long-term life of the company. After all, it is closely related to the consumer's desire to revisit (Cakici et al., 2019; Errajaa &
Hombourger-bar, 2022; Kusumawati et al., 2024; Mannan et al., 2019). Based on the results of this study, the following hypothesis
is formulated,
H6: Consumer satisfaction has a positive and significant effect on consumer revisit intention

Indirect influence of servicescape on revisit intention

There have been many studies that explain the influence of servicescape on consumer revisit intention and the influence of
servicescape on consumer satisfaction. However, even so, there are still often inconsistencies that show the relationship between the
two paths. Thus, in this study, an attempt was made to integrate by adding the variables of customer satisfaction and restaurant
reputation as mediating variables in the relationship between servicescape and revisit intention. Based on the results of the study, the
following hypotheses were formulated:
H7: Servicescape has a positive and significant effect on consumer revisit intention through customer satisfaction
H8: Servicescape has a positive and significant effect on consumer revisit intention through restaurant reputation
H9: Servicescape has a positive and significant effect on consumer revisit intention through customer satisfaction and restaurant
reputation

Figure 1: Frame of Research

Research and Methodology

The location used in this study is a restaurant with a fine dining concept in Malang City. Malang City itself was chosen as the research
location because Malang City is one of the largest cities in East Java and has a large market share. The rate of economic growth in
Malang City also shows positive results where there is an increase of 6.07% in economic growth in 2023 (Badan Pusat Statistik,

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2023). This also shows that people's purchasing power is quite good and quite high compared to several other cities in East Java,
which is 0.87 (Badan Pusat Statitik Malang, 2023). Based on 20 fine dining restaurants in Malang City, this study only took 5 fine
dining restaurants in Malang City based on their popularity and including restaurants that pioneered fine dining restaurants in Malang
City. This research will be conducted in November - December 2024. The sampling technique used in this study is non-probability
sampling using accidental sampling (Sekaran, Uma dan Bougie, 2017). This sampling technique was chosen because researchers can
meet potential respondents directly so that the data obtained is more valid, but this sampling technique requires a relatively long time.
The number of samples used in this study refers to the rules stated by Khairunnisa et al., (2020) which states that in taking respondents
for one research indicator, 5-10 respondents are multiplied by the number of indicators used in the study. In this study, there are 21
indicators, so the number of samples needed is 210 respondents. The samples taken are consumers who have visited one or all five
fine-dining restaurants. The data collection method used in this study is by using a questionnaire. The questionnaire in the form of a
list of written statements with Google Form media will be distributed to consumers in five fine dining restaurants that are used as
samples to capture. Statistical analysis in this study was processed using the SEM-PLS analysis tool. In measuring the variables, the
researcher used a Likert scale.

Findings and Discussions

PLS-SEM is interesting to use on relatively small samples and complex models that are practical and efficient to use to build
relationships that still do not have a theoretical basis (Solimun et al., 2017). PLS-SEM in this study uses the WarpPLS 8.0 application
to help analyze data and also answer existing research hypotheses. There are two measurement steps used, namely the assessment of
the outer model and the inner model.
Table 1: Measures and Model Fitting Indices

Construct Measure Sign First Loading Second Composite Alpha AVE

Loading Reliability Cronbach
Human X1.1.1 0,909 0,758 0,904 0,788 0.825
Atmospheric
X1.2.1 0,909
Food X2.1.1 0,884 0,852 0,877 0,729 0,781
Atmospheric
X2.2.1 0,884
Ambience X3.1.1 0,774 0,874 0,850 0,764 0,586
Atmospheric
X3.2.1 0,783
X3.3.1 0,732
X3.4.1 0,771
Functional X4.1.1 0,903 0,816 0,943 0,909 0,846
Atmospheric
X4.2.1 0,931
X4.3.1 0,926
Customer Y1.1 0,846 0,876 0,788 0,703
Satisfaction
Y1.2 0,853
Y1.3 0,815
Restaurant Y2.1 0,792 0,884 0,825 0,656
Reputation
Y2.2 0,797
Y2.3 0,821
Y2.4 0,829
Revisit Z1.1 0,885 0,892 0,818 0,735
Intention
Z1.2 0,889
Z1.3 0,795
Fitting Index APC ARS AARS
Estimates 0.394, p<0,001 0,578, p<0.001 0.547, p<0.001
Value
Source: Primary Processed Data

This study use second order condition.The first outer model test is to look at the convergent validity value. The purpose of the
convergent validity test is to find out whether the variables used in the study are valid or not. An indicator is said to be valid or meets

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the convergent validity test if the value of its factor loading is more than 0.7 (Ketchen, 2016). Convergent validity testing can also
be done by looking at the value of the Average Variance Extracted (AVE). The AVE value can be accepted when its value is more
than or equal to 0.5. Based on the results of the convergent validity test, it can be seen that all indicators have a value of more than
0.7 and the AVE value is more than or equal to 0.5. Thus, it can be seen that all latent variables have been said to be valid. The next
outer model test is the reliability test which can be done by looking at the value of the composite reliability and also Cronbach's
Alpha. According to Solimun et al., (2017), the composite reliability value must be more than or equal to 0.70 and the Cronbach's
Alpha value must also be more than 0.6.

Structural model investigation

After the outer model testing is complete, the next step is to test the inner model which can be done by looking at the values of the
path coefficients and R-squares.

Figure 1: Structural Model; Source: Primary Processed Data

The path coefficient test is used to see the direction of the relationship between the existing latent variables. According to Hair Jr et
al., (2017), if the path coefficient value approaches +1, then it indicates a positive and significant relationship direction and vice
versa. Based on the image above, it can be seen that the overall path coefficients value shows a positive value. Then the next step is
to see the value of R-squares. According to Ketchen (2016), R-squares are used to assess how the influence of independent variables
on dependent variables. Based on the image above, the R-squares value for consumer satisfaction is 0.710. This shows that the
contribution of servicescape (X1) and restaurant reputation (Y2) to consumer satisfaction (Y1) is 71% and the remaining 29% is
influenced by other variables outside the model and so on.

Hypothesis testing is the final step in SEM-PLS analysis. Hypothesis testing is conducted to see the relationship between the research
variables used.

Table 2: Estimated Effects on Servicescape

Hypothesis Relationship Path Coefficient P-value Result

H1 X1 -> Z1 0,379 <0.001 Accept
H2 X1-> Y1 0,156 <0.001 Accept
H3 X1 -> Y2 0,745 <0.001 Accept
H4 Y2 -> Y1 0,721 <0.001 Accept
H5 Y2 -> Z1 0,280 <0.001 Accept
H6 Y1 -> Z1 0,086 0,022 Accept
H7 X1-> Y1 -> Z1 0,222 <0.001 Accept
H8 X1-> Y2 -> Z1 0,062 0,020 Accept
H9 X1-> Y1, Y2 -> Z1 0,046 0,031 Accept
Note(s): p < 0,05

Source: Primary Processed Data

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The analysis shows that there is a positive and significant relationship between servicescape (X1) and revisit intention (Z) in fine
dining restaurants in Malang City with an estimated value (β=0.379 and P-value=<0.001). This shows that when consumers go to a
fine dining restaurant, they are greeted with an elegant atmosphere with warm lighting, soft classical music, and the scent of fresh
flowers. The luxurious interior of the restaurant with neatly arranged tables gives a unique and exclusive impression. The restaurant
staff serves in a friendly, polite, and attentive manner, creating a pleasant personal experience. In addition, the decoration of the
room, the use of premium materials in the furniture, and the perfectly maintained cleanliness strengthen the impression of
professionalism. This experience leaves a deep impression on consumers that makes consumers very satisfied and plan to return to
the restaurant another time. Factors such as interior design, lighting, aroma, and music increase consumer satisfaction, create a
perception of quality, and make them more loyal so that customers want to return to the restaurant after this experience. So that the
existing servicescape can increase consumers' desire to revisit the restaurant in the future (Ambarwati et al., 2023; Hanifah et al.,
2022; L. (Zixi) Peng et al., 2024; Valentini et al., 2024; Walean et al., 2023). Likewise the situation in the five fine dining restaurants
that provide good service in terms of employees, food, atmosphere, and also the functionality of the restaurant which is very classy
and also different compared to other restaurants in general. The five restaurants provide different advantages that make consumers
interested in revisiting the restaurant. This can be proven by the number of consumers who revisit the restaurant not only once or
twice.
Then the results of the influence of servicespace (X1) on customer satisfaction (Y1) show a positive and significant relationship as
indicated by the coefficient value which has a positive value and a p-value <0.001 on the influence of servicescape (X1) on customer
satisfaction (Y1) (β = 0.156). This shows that various aspects of the service offered by restaurants through servicescape play an
important role in creating customer experience. The layout of the restaurant, which affects the ease of customer navigation, the design
of the physical space, which reflects the aesthetics and identity of the brand, and the furniture, which provides comfort and creates a
unique impression, are examples of these elements. This is in accordance with previous research that an adequate servicescape will
be able to satisfy consumers (Hanafi et al., 2021). Likewise, with the situation in the five fine dining restaurants that exist, it is proven
that the five fine dining restaurants have succeeded in creating an interesting and different servicescape compared to other restaurants
and make consumers feel satisfied when visiting the restaurant. This can be seen from the quality of service provided, the food served,
the atmosphere created and the facilities offered by the fine dining restaurant to consumers. Thus, it is not surprising that even though
consumers have to spend a lot of money just to eat at the restaurant, this does not make consumers feel disappointed because what
they get is very much in accordance with what they pay.

Then the next is the result of the analysis of servicescape (X1) on restaurant reputation (Y2) showing positive and significant results
as indicated by the coefficient value which has a positive value and a p-value <0.001 on the influence of servicescape (X1) on
restaurant reputation (Y1) (β = 0.745). The relationship between servicescape and restaurant reputation is very close because
servicescape includes physical elements and environmental design that affect the customer experience in the restaurant. If the
servicescape of a restaurant, especially in a fine dining restaurant, is well designed, it will increase customer comfort and satisfaction,
which in turn has a positive impact on the restaurant's reputation. This is in line with previous research which states that one of the
important things that must be maintained and improved by restaurants is servicescape, which can have an impact on the reputation
of the restaurant itself (Andriani, 2021). Likewise with the situation in the five fine dining restaurants. The five restaurants are quite
well-known restaurants and have a good reputation in Malang City. This is clearly supported by the implementation of a fairly
maximum servicescape in the five restaurants which has been proven to increase the reputation of the restaurant and even become
one of the top-of-mind fine dining restaurants in Malang City.
Based on the results of the analysis that have been obtained, it can be seen that the restaurant reputation variable (Y2) has a significant
influence on the customer satisfaction variable (Y1) and revisit intention (Z). This is shown in the coefficient value which has a
positive value and a p-value of <0.001 on the influence of restaurant reputation (Y2) on customer satisfaction (Y1) (β = 0.721) and
revisit intention (Z) (β = 0.280). The results of the analysis of the influence of customer satisfaction (Y1) on revisit intention (Z)
show that there is a significant influence between the explanatory variable, namely Customer Satisfaction (Y1) on the response
variable, namely Revisit Intention (Z). This is shown in the coefficient value which has a positive value and a p-value of 0.022
(significant level of <0.05) on the influence of Customer Satisfaction (Y1) on the response variable, namely Revisit Intention (Z) (β
= 0.086). Based on the results that have been obtained, show that, in the context of fine dining restaurants, reputation has a significant
impact on customer satisfaction. A good reputation creates a good impression of the quality of food, service, and support provided,
which in turn affects the overall customer experience. The results obtained in this study are in line with research conducted by Su et
al., (2018), where the study showed that reputation can affect satisfaction, in the study it was also stated that a positive reputation can
increase customer satisfaction. In addition, a high reputation also reflects consistency in service standards at a fine dining restaurant,
which is an important component in fostering customer loyalty and trust. The positive relationship identified between satisfaction
and behavioral intention can be interpreted as satisfied tourists having the good behavioral intention to revisit even if they have to
pay a high price and spend more time (Wu et. al. 2018).
Restaurant reputation has a direct impact on consumer intentions to revisit, especially at fine dining restaurants. Restaurants with a
good reputation tend to build trust and create a deep positive impression, encouraging consumers to consider similar experiences in
the future. In the context of fine dining, where consumers often expect an exclusive and personal experience, reputation is a reflection
of the restaurant's ability to consistently meet these expectations. Consumer satisfaction plays a major factor in influencing the

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intention to revisit a fine dining restaurant. Based on the results of the analysis that has been obtained, show that there is an influence
of consumer satisfaction on the intention to revisit. When consumers are satisfied with their experience, including food quality,
service, ambiance, and perceived value, they tend to build a positive emotional connection with the restaurant. This is in line with
research conducted by Cakici et al., (2021), which states that when customers are satisfied, they will have more intention to revisit
and ultimately develop stronger loyalty. In the fine dining industry, where details and experiences are very important aspects,
consumer satisfaction not only influences an individual's decision to return but also has the potential to trigger recommendations to
others, thus significantly expanding its impact. Reputation has a positive influence on customer trust, this indicates that customer
perceptions of reputation can increase their intention to revisit the destination (Hassan and Soliman 2021).

The results of the analysis of the influence of servicescape (X1) on revisit intention (Z) mediated by the variables customer
satisfaction (Y1) and restaurant reputation (Y2) showed positive and significant results. The mediation effect of customer satisfaction
(Y1) and restaurant reputation (Y2) respectively showed p-value results of <0.001 and 0.020. This shows that customer satisfaction
and restaurant reputation significantly and positively mediate the relationship between servicescape and revisit intention in fine dining
restaurants. When consumers are satisfied with their experience, servicescape elements such as atmosphere, design, and physical
comfort have a stronger influence in driving the intention to return. Consumer satisfaction strengthens the perception that the overall
experience involving servicescape is valuable and worth repeating. When consumers are satisfied with their overall experience,
including aspects of servicescape, they are more likely to associate the restaurant with high-quality standards, thereby increasing the
intention to return.

Likewise, a restaurant reputation, a good reputation increases consumer perceptions of the quality of the experience offered, including
servicescape elements such as interior design, atmosphere, cleanliness, and comfort (Ambarwati et al., 2023). When a restaurant has
a strong reputation, consumers tend to perceive that the servicescape they experience reflects consistent and reliable quality standards,
thus strengthening their intention to revisit. In the fine dining industry, where reputation is one of the main determinants of consumer
decisions, the physical elements of the servicescape are more effective in driving loyalty when supported by a superior reputation.

The results of the analysis show a positive and significant relationship between servicescape (X1) and revisit intention (Z) mediated
by customer satisfaction (Y1) and restaurant reputation (Y2) as indicated by the coefficient value which has a positive value and a p-
value of 0.031 and (Y1) (β = 0.046). Servicescape creates a memorable sensory experience for customers with physical elements
such as elegant interior design, soft lighting, exclusive ambiance, cleanliness, and supportive background music. This well-designed
environment makes customers feel more comfortable and satisfied during their visit, which in turn increases customer satisfaction.
Building customer trust and loyalty is greatly influenced by customer satisfaction, which makes them more likely to return to the
restaurant in the future.

Servicescape also strengthens Restaurant Reputation, where the restaurant is perceived as a high-quality and exclusive place. This
good reputation adds to the attractiveness of the restaurant and encourages customers to recommend and revisit it. Thus, through
increasing customer satisfaction and restaurant reputation, the relationship between servicescape and revisit intention becomes
stronger and more positive (Ambarwati et al., 2023; Wardi & Trinanda, 2022).

Conclusions
The study shows that servicescape has a positive and significant relationship with revisit intention at fine dining restaurants in Malang
City. Elements such as interior design, ambiance, lighting, music, cleanliness, and friendly service create a unique experience that
enhances customer satisfaction and strengthens the restaurant's reputation. Customer satisfaction plays a key role in driving loyalty
and revisit intention, while a good restaurant reputation creates perceptions of quality and consistency of service. Mediation by
customer satisfaction and restaurant reputation strengthens the relationship between servicescape and revisit intention, creating
memorable experiences and encouraging recommendations.
Optimization of servicescape elements can be done by creating an elegant environment with warm lighting, soft background music,
and pleasant aromas, providing an efficient and easily accessible layout, and adding symbols that reflect brand identity. Not only
that, because customer satisfaction is also a key variable, the restaurant also needs to provide training for staff to provide friendly
and polite service, provide a consistent dining experience through food quality, and respond to consumer input proactively. Then to
improve the reputation of the restaurant can also be done by utilizing social media to publish positive consumer experiences,
participate in culinary events, and maintain consistency in service delivery and product quality. Thus, fine dining restaurants must
routinely evaluate the quality of their servicescape, customer satisfaction, and reputation. This can be done through customer surveys,
online review analysis, and monitoring industry trends to ensure the restaurant remains relevant and competitive.
Acknowledgement
Author Contributions: Conceptualization, A; methodology, A.validation, D.T.K; formal analysis, A; investigation, A and D.T.K; resources, A;
writing—original draft preparation, A; writing—review and editing, D.T.K and A.
Institutional Review Board Statement: Ethical review and approval were waived for this study, due to that the research does not deal with
vulnerable groups or sensitive issues.
Data Availability Statement: The data presented in this study are available on request from the corresponding author. The data are not publicly
available due to privacy.

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Conflicts of Interest: The authors declare no conflict of interest.

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