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All Journal Didaktik : Jurnal Ilmiah PGSD STKIP Subang
Heru Afrizal Hermawan
Universitas Panca Sakti Bekasi
Education

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PENGARUH CUSTOMER EXPERIENCE DAN CUSTOMER SATISFACTION TERHADAP REVISIT INTENTION PADA BENGKEL AUTO2000 Heru Afrizal Hermawan; Rhoma Iskandar; Boma Jonaldy Tanjung
Didaktik : Jurnal Ilmiah PGSD STKIP Subang Vol. 12 No. 3 (2026): Volume 12 No. 3, September 2026 Release
Publisher : STKIP Subang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36989/didaktik.v12i3.19202

Abstract

This study focuses on evaluating the relationship between Customer Experience and Customer Satisfaction on consumers’ Revisit Intention at Auto2000 Workshop. The study employed a quantitative approach using a field survey method. Data were collected from 100 respondents selected through purposive sampling. The variables were measured using a questionnaire with a five-point Likert scale, and analyzed using IBM SPSS through multiple linear regression, t-test, F-test, and coefficient of determination (R²). The results showed that Customer Experience had a positive and significant effect on Revisit Intention (t = 8.423, Sig. < 0.001). In contrast, Customer Satisfaction did not have a significant partial effect (t = 1.961, Sig. = 0.053). Simultaneously, both variables had a significant effect on Revisit Intention (F = 203.921, Sig. < 0.001) with R² = 0.806 (80.6%). These findings confirm that Customer Experience is the most dominant factor in encouraging customers’ Revisit Intention at Auto2000 Workshop.
Co-Authors Boma Jonaldy Tanjung Iskandar, Rhoma