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All Journal Bisnis Net : Jurnal Ekonomi dan Bisnis
Ghiffari, Azka Syams
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Economics, Econometrics & Finance

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PENGARUH KUALITAS LAYANAN DAN PENGALAMAN PELANGGAN TERHADAP LOYALITAS MELALUI KEPUASAN PELANGGAN KOPI KAPLING DI KUDUS Ghiffari, Azka Syams; Arumsari, Nurul Rizka
Bisnis-Net Vol 9, No 1: MEI 2026
Publisher : Universitas Dharmawangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46576/bn.v9i1.8425

Abstract

The purpose of this study is to analyze the influence of service quality and customer experience on loyalty through customer satisfaction at Kopi Kapling in Kudus. The approach used in this study is a quantitative approach. The sample was 110 Kopi Kapling customers and sampling used a purposive sampling method. The data collection technique used in this study was a questionnaire method. The data analysis technique used was AMOS 24. The results showed that service quality had a positive and significant effect on Kopi Kapling customer loyalty. Customer experience had a positive and significant effect on Kopi Kapling customer loyalty. Service quality had a positive and significant effect on Kopi Kapling customer satisfaction. Customer experience had a positive and significant effect on Kopi Kapling customer satisfaction. Customer satisfaction did not affect Kopi Kapling loyalty.
Co-Authors Arumsari, Nurul Rizka