Coffee Consumer Loyalty: Quality Evaluations and Purchase Time Pressure

Abstract

This study investigates factors shaping customer satisfaction and loyalty in coffee purchases across convenience stores and retail outlets. Data from 283 consumers were analysed using PLS-SEM. Perceived price positively influenced product quality, servicequality, physical environment quality, and customer satisfaction. The three quality dimensions enhanced satisfaction, which strongly increased loyalty. Neither stressrelated caffeine consumption motives nor variety seeking changed how satisfaction translated into loyalty. The study’s key contribution is identifying purchase time pressure as a situational boundary: although quality dimensions foster loyalty through satisfaction, time-pressured consumers may prioritise speed and convenience over product, service, and environmental considerations. Consequently, satisfaction becomes less likely to translate into loyalty under greater time pressure. The model explained 73.5% of variance in customer satisfaction and 60.8% in customer loyalty. These findings extend the quality–satisfaction–loyalty framework by showing that loyalty formation depends not only on quality perceptions but also on consumers’ purchasing situations.