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Handoko, Daniel
Universitas Muhammadiyah Jakarta
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Public Health Social Sciences Other

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Journal : Jurnal Ilmu Komunikasi dan Sosial Politik

 1 
Pengaruh Customer Experience Terhadap Kepuasan Pelanggan Miniso (Survei pada Followers Instagram @minisoindo) Salwa Rizka Rabadi; Daniel Handoko
Jurnal Ilmu Komunikasi Dan Sosial Politik Vol. 2 No. 4 (2025): April - Juni
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62379/jiksp.v2i4.2445

Abstract

Customer Experience is one of the strategies that businesses can use to attract potential customers and ensure customer satisfaction. Therefore, the one objective of this research is to examine the impact tof customer experience on Miniso’s customer experience theory, encompassing sense, feel, think, act, and relate, as well as customer satisfaction theory, which includes expectation alignment, revisit intention, and willingness to recommend products. The study adopts a quantitative approach using a survey method. Data was collected by distributing questionnaires to 86 respondents from the Instagram account @minisoindo followers. Probability sampling with simple random sampling was used for sample selection. The findings indicate that respondents agreed with the statements regarding Miniso’s customer experience. Similarly, for customer satisfaction, respondents also agrees with all statements in variable (Y) of the questionnaire. The study reveals a strong positive correlation (0.793) between customer experience and customer satisfaction, with customer experience accounting for 63% of the influence on customer satisfaction while the remaining 37% is attributed to other factors.
Co-Authors Abdul Muiz Aldzakir Agus Hermanto Ahmad Ibrahim Ahmad Muthoriqqy Andika Saputra Akrom Maulana Alma Aninditha Zalianty Alya Salsabilla Amanda Noviyanti Amin Shabana Andhika Prasetya Tamtama Putra Andin Nabil Hernawan Anggriani, Regi Anjani, Anjani Putri Ramadhani Annabilla Zahra Annisa Khoerotun Zahro Annisa Putri Larasati Apriliono Teguh Aditya Ardiansyah Dwi Zulfikar Assya Putri Sanggita Astriana Baiti Sinaga Aunul, Sofia Azharia Azli Shahaby Azriel Raisian Brilliant Naufal Muhammad Charli Sitinjak Dea Zhafira Widyaningsih Deni Arya Saputra Denny Wahyudi Devya Sabila Fadly Didi Suwandi Dinda Rizqia Maulana Dinnary Athena, Dhavina Dinni Sabrina Bahri Divia Layla Zamzamiah Doni Abdullah Alhafidz Donny Kurniawan Donny Kurniawan Fairuz Zaky Ahmad Fathan Ananta Hirzi Fatimah Fitalia Bunga Gilang Ramadhan Hana Rizqika Handani Hasnah Khonsa Hendra Hidayat Himas Alhani Ibrahim Arisa Ikhwan Nur Hakim Ilmi, Maulana Hafidz Ilyasa, Ilyasa Nur Ilham Irfandi Ardiansyah Handoko Irsyad Renaldi Irvingia, Irvingia Agya Anandya Istisari Lageni Istisari Lageni Kaiza Nazwita Al Balqis Kamil, Muhamad Gibraltar KN, Jamiati Kristiyani, Veronica Lailynisa Fadilla Iswadi Lilik Sumarni Marshanda Isna Nurafni Maura Azzakiyah Basya Maysya Tri Putri Miftahul Dzikri Mohammad Ya’isy Ghifari Muchamad Vanza Arjuna Muhamad Ghandi Albasyir Muhammad Albi Faqih Muhammad Arif Aprihatno Muhammad Diva Fadhila Muhammad Fritzy Muhammad Iqbal Nana Supriatna Muhammad Ramzy Rasyid Muhammad Rizky Ramadhan Muhammad Rizqullah Ramadhon Muhammad Yusuf Wibiseno Muktamar Zaky Mulkan Habibi Mumtazah, Zhahira Nadira Rachmadina Najwa Putri Hidayat Najwa Rasyidah Manar Nani Nurani Muksin Nesya Navisabilla Noval Prasetya Novitasari, Adinda Wulan Nur Hidayat Saputra Oktaviana Purnamasari Oktaviana Purnamasari Pantja Putra Pandawa Perdana, M Adithya Prasetyo Dwi Apanca Priyanda, Adinda Bagesa Purwanto, Hari Eko Qori Syamilza Aulia Raihanda Immanuzaki Rakha Ariansyah Rasman Rasman Refansyah Adi Putra Reidhia Salsabila Rifandi Riswandi Riswandi Rizki Agus Nugraha Said Khalid Said, Bambang Suhartono bin Mohd Sakti, Andi Muhammad Tri Salsa Hijriyatin Nisa Salsabila Ananda Salwa Rizka Rabadi Satria Airlangga Setiawan Shabana, Amin Shafakaisha Nabilla Yahya Sheril Audi Seafi Shifana Esfandiary Sianipar, Suryati Mahdalena Sitinjak, Charli Sofia Aunul Suryati Mahdalena Sianipar Syaiful Abdy Syela Mutiara Zahra Tarisya Utami Putri Tayibnapis, Radita Gora Theofanny Velda Ardia Velda Murdiana Wadkhulli Jannati Priyoko Yofa Fitriani Zahra Yogi Hamboro Bekti Yusuf, Mohamad Faiq Rizkiansyah Zalfa Putri Salsabila