Background and Purpose: The specialty coffee industry is rapidly evolving, driven by consumer demand for unique and immersive experiences. This study investigates the influence of experienscape components—sensory, functional, social, natural, and cultural—on customer revisit intentions in urban specialty coffee shops in Malaysia’s Klang Valley. It also examines the mediating role of customer experience in these relationships, addressing gaps in understanding revisit behaviors in Malaysia’s competitive coffee market Methodology: A quantitative approach was employed, involving data collection from 153 frequent specialty coffee shop customers. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the relationships between experienscape components, customer experience, and revisit intentions. Findings: The findings reveal that experienscape components do not directly influence revisit intentions. However, sensory, social, and natural components significantly enhance customer experience, which mediates their effect on revisit intentions. Functional and cultural components showed weaker effects on customer experience and revisit intentions. These results highlight the importance of creating engaging environments to foster positive customer experiences and drive loyalty. Contributions: This study contributes to hospitality literature by providing insights into the role of environmental and experiential factors in shaping customer behavior. Practically, it offers actionable strategies for coffee shop owners to design multi-sensory spaces, enhance social interactions, and incorporate natural elements to improve customer satisfaction and retention. Keywords: Experienscape, customer experience, revisit intentions, specialty coffee, Malaysia.
Hanafi et al. (Thu,) studied this question.