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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economics and Business UBS The Es Economics and Entrepreneurship The Eastasouth Management and Business West Science Business and Management Journal of Knowledge Management The Eastasouth Journal of Social Science and Humanities
Suriansha, Reza
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : West Science Business and Management

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The Effect of Service Quality on Customer Retention and Customer Experience as Mediating Variable Suriansha, Reza; Diposumarto, Ngadino Surip; Muharam, Hari
West Science Business and Management Vol. 2 No. 02 (2024): West Science Business and Management
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsbm.v2i02.948

Abstract

The customer's role is crucial in business, including modern retail. Therefore, this research aims to discover ways to enhance customer retention in modern retail by exploring the impact of relationship quality and customer experience at Ramayana department stores. The study focuses on customers from Ramayana department stores in the DKI Jakarta region. Using proportional random sampling, a sample of 400 customers was selected. Path analysis with JASP software was used for data analysis. The research findings are: 1) Service quality has a significant and positive impact on Customer Experience at Ramayana Department Store. 2).Customer Experience significantly and positively influences Customer Retention at Ramayana Department Store. 3). Service quality positively impacts Customer Retention through Customer Experience as a full mediator at Ramayana Department Store.
Co-Authors Aidha, Cut Nurul Aryo De Wibowo Asrianto, Asrianto Azizah Triwiryani, Nur Chaerudin, Imam Hendro Sasongko Hermansyah Hermansyah Hikmawatty, Sitti Ichihashi, Mari Ismi Nabila Kinarsih, Carolus Lwanga Tindra Matunino Muharam, Hari Ngadino Surip Diposumarto, Ngadino Surip Prasetya, Rayendra RASYID, ERWIN Sonani, Nia Zulfikri Kurniawan, Muhammad