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All Journal Jurnal Minfo Polgan (JMP)
Bernard Vandra Saputra Pandie
Institut Teknologi dan Bisnis Kristen Bukit Pengharapan
Computer Science & IT Library & Information Science Mathematics Social Sciences

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Pengaruh Pengalaman Pelanggan dan Inovasi Produk Terhadap Kepuasan Pelanggan Bernard Vandra Saputra Pandie; Yusak Prakoso
Jurnal Minfo Polgan Vol. 15 No. 2 (2026): Artikel Penelitian
Publisher : Politeknik Ganesha Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33395/jmp.v15i2.16214

Abstract

This study aims to analyze the influence of customer experience and product innovation on customer satisfaction at The Bridge Coffee and Eatery. The study uses a quantitative approach with data collection techniques through distributing questionnaires to 96 respondents using a random sampling method. Data were analyzed using SPSS 32 through validity, reliability, classical assumptions, multiple linear regression, t-test, F-test, and coefficient of determination tests. The results show that customer experience has a positive and significant effect on customer satisfaction with a significance value of 0.036. Product innovation also has a positive and significant effect on customer satisfaction with a significance value of 0.001. Simultaneously, customer experience and product innovation have a significant effect on customer satisfaction with a calculated F value of 45.645 and a significance of 0.001. The R Square value of 0.495 indicates that both variables are able to explain customer satisfaction by 49.5%, while the rest is influenced by other variables outside the study.
Co-Authors Yusak Prakoso