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All Journal MANAJEMEN IKM: Jurnal Manajemen Pengembangan Industri Kecil Menengah JAM : Jurnal Aplikasi Manajemen EMARA : Indonesian Journal of Architecture Jurnal Manajemen dan Kewirausahaan (JMDK) AKSIOLOGIYA : Jurnal Pengabdian Kepada Masyarakat ARTEKS : Jurnal Teknik Arsitektur YUME : Journal of Management Jurnal Entrepreneur dan Entrepreneurship (JEE) Pena Justisia: Media Komunikasi dan Kajian Hukum Jurnal Mantik International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science Al-Kharaj: Journal of Islamic Economic and Business Jurnal Ilmiah Manajemen Kesatuan Budimas : Jurnal Pengabdian Masyarakat Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Journal La Edusci ABDI MASSA: Jurnal Pengabdian Nasional International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) BIP'S : Jurnal Bisnis Perspektif Jurnal Locus Penelitian dan Pengabdian Journal of Islamic Education Management International Journal of Applied Business and International Management Golden Ratio of Data in Summary Jurnal Indonesia Sosial Teknologi Journal of Artificial Intelligence and Digital Business Journal Research of Social Science, Economics, and Management Eduvest - Journal of Universal Studies Journal of Economics and Management Scienties JIBEMA: Jurnal Ilmu Bisnis, Ekonomi, Manajemen, dan Akuntansi International Journal of Review Management Business and Entrepreneurship (RMBE) EMARA : Indonesian Journal of Architecture As-Syirkah: Islamic Economic & Financial Journal JHSS (Journal of Humanities and Social Studies)
Eric Harianto
Universitas Ciputra Surabaya
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CULTURAL EXPERIENCE AS MEDIATOR IN CONNECTION CUSTOMER EXPERIENCE AND CUSTOMER SATISFACTION TO CUSTOMER LOYALTY: STUDIES CASE BRAND THE SPONGE HERBS MAKASSAR Mustikawati; Eric Harianto; Natalia Christiani
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 6 No. 4 (2026): August
Publisher : CV. Radja Publika

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Abstract

The competitive business environment in Makassar, particularly in the local food retail and regional souvenir sectors, is the source of this study. The Bolu Rampah, which saw a sharp drop in both visitors and revenue in 2025, has been directly harmed by this situation. The Bolu Rampah, a traditional Makassar sponge cake known for its soft texture, cinnamon aroma, and unique sweetness of palm sugar, is the signature product of the Bolu Rampah, a native Makassar brand with rich cultural roots. The Bolu Rampah has responded to this issue by implementing innovations that are intended to improve customer pleasure and experience, ultimately cultivating loyalty among its dedicated clientele. In order to create a distinct point of differentiation, the company has included local cultural features into its customer service, such as using area greetings and having customer service employees wear traditional clothing (particularly, bodo clothes). This study aims to determine the influence of customer experience and customer satisfaction on customer loyalty , mediated by cultural experience , among customers of The Sponge Herbs Makassar. The population for this studycomprises all membership customers of The Sponge Herbs in the Makassar region, who have made purchases either directly atoutlets (offline stores) or through on line platforms (on line stores) at least twice in the last six months. A sample of 312 respondentswas collected using a purposive sampling techniques. The data was analyzed using SEM-PLS using the Smart-PLS 2026 program.The outcomes of the study show that cultural experience , customer satisfaction , and customer experience all significantly impact consumer loyalty . Similarly, the cultural experience variable effectively mediates the connection between customer loyalty, customer satisfaction, and customer experience among The Sponge Herbs Makassar customers.
Co-Authors Abdurrahman, Gani Adinata, Faris Agung Krisprimandoyo Agustina Nancy Oktavia Aisah, Nurul Akmal, Shofwan Naufal Albazi, Uzair Alkistasari, Intan Alvin Livano Andrie Francisco Angeline Fiona Angeline Fiona Anggada Sakti Pamungkas Ari, Yufri Arifin Gustian Pramoko Arya Asraf Danarkusuma Azizurrohman, Muhammad Azwar Rhamdhan Bawazir, Fatmah Cholid Benazir Fahim Chitra Ayu Cempaka Putri Christian Herdinata Christiani, Natalia Damelina B. Tambunan Danarkusuma, Arya Asraf Daniel Kurniawan Daniel Martomanggolo Wonohadidjojo David Sukardi David Sukardi Kodrat Denny Bernardus Denpharanto Agung Krisprimandoyo Dewi, Nyoman Diah Utari Dinata, Yuwono Martha Dwi Jusnita, Tias Dyah Kusuma Wardhani Dyah Kusuma Wardhani Edmond Rantung Efendi, Usman Eka Pebriansyah Eko Wahyudi Endi Sarwoko Eny Soenardi Ermitajani Judi, Tjatur Fabiola Leoparjo Fahrul Riza Faiza Husnayeni Nahar Faris Adinata Febry, Timotius Guntur Arafa Helena Sidharta Hermeindito Hilda Yunita Wono Ignatius Ivan Sulaksono Ignatius Ivan Sulaksono Ilmi, Sayyidah Hafidhatul Ilyas, Gunawan Bata Indudewi, Febe Yuanita Ratna Irmawanti Irmawanti Irvan Afiat Ismirani Saputri Ivan Setiawan J.E. Sutanto J.E. Sutanto Jason Lianto, Timothy Jocelyn Belle Setiawan Johanes Tanzil Johanes Tanzil Johannes Agus Taruna Judi, Tjatur Ermitajani Kurniawan, Dedy Arik Lala Setiany Wee Lestari, Ika Mutia Liliana Dewi Limanta, Nicko Lookman, Cienthia Lukman Priyo Sembodo Maimunah Johari Mas’ud, Riduan Maureen Nuradhi Mayasari, Ludmila Menny, Alviano Herbert Mochammad Atiq Kurniawan Monica Natalia Muhammad Farich Romdhoni Mustikawati Mychael Maoeretz Engel Nicko Limanta Nursaid Nursaid Nurwestu Rusetiyanti Ocvan Pandu Kurniawan Ocvan Pandu Kurniawan Olasode, Tikristini Panjaitan, Felix Patrisia Amanda Pascarina Peggy Rozzah Pitaloka, Ratih Dwinanda Raditya, Andreas Rahma Fariza Rantung, Edmond Ratih Dwinanda Pitaloka Riduan Mas'ud Riduan Mas’ud Riduan Mas’ud Romdhoni, Muhammad Farich Sakti Pamungkas, Anggada Salim, Elizabeth Gina Mitayanny Shofwan Naufal Akmal Siregar, Lusyana Sitepu, Rimenda Aminarosa Stevanus Christian Anggrianto Susan Susan Setyawan Tambunan, Damelia Basauli Tania Susanti Tanjoyo, Catherine Teguh Wahyudi Teofilus Teofilus Timothy Jason Lianto Tiyo Avianto Tommy C. Efrata Tri Cahyono Vanezza Brenda Aurellia Vanezza Brenda Aurellia Wee, Lala Setiany Wijaya, Patrick Natalion Wijaya, Tarisna Aditya Wijono, Monica Widyati Yanti Octaviani Yuli Kartika Dewi Yulia Nur Hasanah Yusuf Ariyanto Yuwono Marta Dinata Yuwono Martha Dinata