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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Magisma: Jurnal Ilmiah Ekonomi dan Bisnis EconBank : Journal Economics and Banking Jurnal GeoEkonomi BENING Journal of Economics and Business UBS Medikonis Business Perspective Journal Jurnal Indonesia Sosial Sains Jurnal REKOMEN (Riset Ekonomi Manajemen) Jurnal Pengabdian Masyarakat Perwira Journal of Community Development (PJCD)
Suciningtyas, Santi
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Journal : Business Perspective Journal

 1 
Pengaruh Customer Experience, Complaint Handling ,Customer Value, E-Service Quality, terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening: (Studi Kasus di Klinik Kecantikan Dr. Glennarda, Sp.KK) Azizah, Liza; Suciningtyas, Santi; Handayani, Tri; Prasetyo, Arif Hadi
Business Perspective Journal Vol. 4 No. 2 (2024): Business Perspective Journal
Publisher : Prodi Administrasi Bisnis FISIP Universitas Tulang Bawang Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37090/bpj.v4i2.2087

Abstract

The purpose of this study was to determine and analyze the effect of Customer Experience, Complain Handling, Customer Value, and E-Service Quality on Customer Loyalty with Customer Satisfaction as an Intervening variable, both direct and indirect effects. This study used purposive sampling and accidental sampling techniques with a sample of 100 respondents, the analysis technique used SPSS Version 26.0 with validity test, reliability test, multiple linear regression analysis, significance testing (t test), path analysis and Sobel. Customer Experience (X1) shows a significant influence on Customer Loyalty (Y), Complain Handling (X2) shows a significant influence on Customer Loyalty (Y), Customer Value (X3) shows a significant influence on Customer Loyalty (Y), E-Service Quality (X4) shows a significant influence on Customer Loyalty (Y), there is a significant influence between Customer Experiene (X1) on Customer Loyalty (Y) with Customer Satisfaction (Z) as an intervening variable, there is a significant influence between Complain handling (X2) on Customer Loyalty (Y) with Customer Satisfaction (Z), there is a significant influence between Customer Value (X3) on Customer Loyalty (Y) with Customer Satisfaction (Z) as an Intervening variable, there is a significant influence between E-Service Quality (X4) on Customer Loyalty (Y) with Customer Satisfaction (Z) as an Intervening variable, the Customer Satisfaction (Z) variable has a significant influence on Customer Loyalty (Y). Keywords: customer experience, complain handling, customer value, e-service quality, customer loyalty dan customer satisfaction.
Pengaruh Brand Awareness, Brand Trust, Brand Experience dan Reference Group terhadap Buying Decision melalui Purchase Interest sebagai Variabel Mediasi: (Studi Kasus pada Konsumen Air Minum Ajibpol Pemalang) Rahayu, Siti Intan; Handayani, Tri; Suciningtyas, Santi; Ningsih, Diah Wuriah
Business Perspective Journal Vol. 5 No. 1 (2025): Business Perspective Journal
Publisher : Prodi Administrasi Bisnis FISIP Universitas Tulang Bawang Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37090/bpj.v5i1.2262

Abstract

This study aims to determine and examine the impact of Brand Awareness, Brand Trust, Brand Experience and Reference Group on Buying Decision mediated by Purchase Interest, both directly and indirectly. A total of 100 respondents were selected for this study using purposive sampling technique. The analysis technique used SPSS Version 22.0 with validity test, reliability test, Multiple Linear Analysis, Significance Test (t-Test), Path Analysis and Sobel. Brand Awareness (X1) shows a significant influence on Buying Decision (Y), Brand Trust (X2) shows no significant influence on Buying Decision (Y), Brand Experience (X3) shows a significant influence on Buying Decision (Y), Reference Group (X4) does not show a significant influence on Buying Decision (Y); but there is a significant influence on Buying Decision (Y) from Brand Awareness (X1) with Purchase Interest (Z) as a mediating variable; there is a significant influence from Brand Trust (X2) with Purchase Interest (Z) as a mediating variable; there is a significant influence of Brand Experience (X3) with Purchase Interest (Z) as a mediating variable; and there is a significant influence of Reference Group (X4) on Buying Decision (Y) with Purchase Interest (Z) as a mediating variable, Purchase Interest variable (Z) has a significant influence on Buying Decision (Y). Keywords: brand awareness, brand trust, brand experience, reference group, buying decision, purchase interest
Co-Authors Agustina, Putri Tia Arif, Andi Djunaidi, Muhammad Mahbub Haryanti, Ari Putri Kurniawati, Rohmah Liza Azizah Masrokhah, Siti Ningsih, Diah Wuriah Nuryana, Yayan Prasetya, Victor Prasetyo, Arif Hadi Pratama, Diyan Adi Rahayu, Siti Intan RITA ANDINI Sarah Astiti S.Kom., M.MT SARI, MAYA PUSPITA Selamet Selamet Seputro, Adji Setyorini, Anis Sholihin, Achmad Sofia, Wildatun Tri Handayani Wahyudi, Muhammad Aldi Yulian Widodo, Putranto Hari Wulansari, Nunung Wuriah Ningsih, Diah Zahra, Laela May Az