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All Journal Jurnal Riset Bisnis dan Investasi Indonesian Journal of Economics and Management
May Roni
Universitas Lampung
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Experiential Marketing and Customer Engagement Effects on Loyalty, Mediated by Satisfaction, among 24-Hour Coffee Shop Customers in Bandar Lampung Sabrina Ahmalina Ramadhan; Arif Sugiono; May Roni
Indonesian Journal of Economics and Management Vol. 6 No. 3 (2026): Indonesian Journal of economics and Management (July 2026)
Publisher : Jurusan Akuntansi Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/ijem.v6i3.6912

Abstract

In order to keep customers loyal, coffee shop owners are being forced to provide meaningful experiences due to the increasingly intense competition. Customer satisfaction assumes the role for a mediating variable; this paper seeks to examine the academic repercussions of experiential marketing and customer engagement regarding customer loyalty at Katama Coffee & Space in Bandar Lampung. The study's objectives used a quantitative methodology and utilized SEM-PLS for data analysis. A purposeful sample was utilised, collecting data from 385 respondents, and SmartPLS 4 was used for analysis. Measurement model testing, structural model testing, and direct and indirect impact hypothesis testing are all included in the analysis. The data indicate that customer satisfaction and loyalty are worthwhile, favorably enhanced by experiential marketing and customer engagement. Furthermore, improving customer satisfaction also helps to increase customer loyalty. On top of that, customer satisfaction was shown to be involved whenever an intermediate mediator facilitated exchanges about customer engagement, experiential marketing, and customer loyalty. To optimise customer experience and active involvement as a basis for establishing long-term happiness and loyalty, these findings offer insights for small coffee shops' managerial methods.
Exploration of Social Capital, Motivation, and Work Ethic Factors in the Development of Micro and Small Tire Repair Businesses by the Batak Ethnic Group in Bandar Lampung May Roni; Rapiya Agatha Situmorang; Suprihatin Ali
Jurnal Riset Bisnis dan Investasi Vol. 10 No. 2 (2026): Agustus 2026
Publisher : Jurnal Riset Bisnis dan Investasi

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The role of social capital, motivation, and work ethic in the sustainability of small-scale tire repair businesses operated by the Batak ethnic group in Bandar Lampung City is the topic of this research. This study used a descriptive quantitative approach, and a sample of 60 respondents was selected. Data were collected through a questionnaire and analyzed using descriptive statistics and exploratory factor analysis (EFA). The data were analyzed using SPSS version 25.0. Therefore, it can be concluded that social capital continues to function as a support through kinship networks, trust, and communication, but work ethic and motivation are the main factors supporting business sustainability, according to the research results. Complementary internal factors and social support influence business sustainability.
Co-Authors Arif Sugiono Rapiya Agatha Situmorang Sabrina Ahmalina Ramadhan Suprihatin Ali