Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Jurnal Ilmiah Ekonomi dan Manajemen
Azizah Dwi Safira
Universitas Muhammadiyah Malang
Other

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The Effect of Customer Personality and Customer Experience on Zara Consumer Satisfaction in Malang City: Consumer Satisfaction in Malang City Ma'rifatul Mukhlisoh; Aninda Sinta D; Ariel Jimy F; Muhsin Muhsin; Azizah Dwi Safira; Paul Teller
JURNAL ILMIAH EKONOMI DAN MANAJEMEN Vol. 4 No. 6 (2026): JUNI
Publisher : CV. KAMPUS AKADEMIK PUBLISING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61722/jiem.v4i6.11518

Abstract

The aim of this study is to examine how customer satisfaction with Zara products in Malang is influenced by customer experience and personality. This study employs a cross-sectional design and an explanatory quantitative methodology. Sampling was carried out using a purposive approach, and the study population comprised all Zara customers in Malang who had previously made a purchase. A five-point Likert scale questionnaire and documentation were used to collect data. The analytical methods employed included validity and reliability testing, testing of traditional assumptions, and multiple linear regression analysis with partial t-tests and simultaneous F-tests. The results indicate that customer satisfaction is positively and significantly influenced by customer personality (t-value = 4.312; p = 0.000). Furthermore, customer satisfaction is also positively and significantly influenced by customer experience (t-value = 5.127; p = 0.000). When considered together, these two factors have a significant impact on customer satisfaction (F-value = 38.214; p = 0.000), with a coefficient of determination (R²) of 0.634. It has been demonstrated that a positive shopping experience, combined with a good fit between customer personality and the Zara brand image, enhances customer satisfaction. Keywords: customer personality, customer experience, consumer satisfaction, Zara, Malang City
Co-Authors Aninda Sinta D Ariel Jimy F Ma'rifatul Mukhlisoh Muhsin Muhsin Paul Teller