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Journal : Syntax Literate: Jurnal Ilmiah Indonesia

The Influence of Brand Image and Customer Experience on Customer Loyalty Mediated by Customer Satisfaction Robbani, Zidan Rizki; Alviyandi Agim Mulyadin; Aang Curatman; Rahmadi
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v10i8.61202

Abstract

This study aims to analyze the influence of brand image and customer experience on customer loyalty mediated by customer satisfaction at Papagesha Coffee Shop in Majalengka. A quantitative approach was used by involving 160 respondents aged 15–60 years. Data collection was conducted using a questionnaire based on the Likert scale, and analyzed using the PL-SEM method. As a result, brand image and customer experience have a positive and significant influence on customer satisfaction and loyalty. Customer satisfaction has proven to be a powerful mediator in strengthening the relationship between brand image and customer experience to customer loyalty. The findings also show that customer satisfaction has the most dominant influence in driving loyalty. It reinforces the importance of service improvement strategies, brand consistency, and meaningful experience creation to retain customers amid increasingly fierce competition in the coffee shop industry. The recommendations from this study emphasize the need for continuous innovation and holistic management of customer experience as the basis for strengthening long-term relationships between consumers and brands.
Co-Authors A. A. Md. Ananda Putra Suardana Aang Curatman Abd. Hamid Abdul Rahman Adi Saputra Adi Wibowo ADNI OKTAVIANA Ahwan, M. Tami Rosadi Aisyah Trees Sandy Akbar Fauzan, Lazuardy akbar, Lazuardy Akhmad Amirudin Aldi Pari, Riki Alfian, Juli Alviyandi Agim Mulyadin Aminuyati Andres Ardhika , Yulian Ardiansah Ari Fajar Santoso Arie Rakhman Arie Rakhman Arif Rembang Supu Aslamiah Ayu Mardalena Basir, M. Bolkiah, Muhammad Faiz Bonita Amalia Budi Budi Celiya Cinantya Cita Mara Danendra Saskara Dani Firlanddani Dewi Aulia Putri Deyal, Sepin Didi Suryadi Dimas Asto Aji An’Amta Edwin Wahyu Dirgantoro Eka Sari, Eka Ekananda Erma Hari Alijana Eskaluspita, Alit Yuniargan Eulis Marlina Eva Norita, Tulus Evi Astuti Evi Frimawaty Evi Rahmatin Ezra Lexionard Walangere Fahreza, Ilham Fajriah, Syarifah Febriyanti, Ineke Putri Wahyu Firmansyah, Iqbal Fitria Hidayati, Fitria Fitria, Mita Haikal Lyantama Yogha Hairunnisa, Sri Hardinata, Riyan Harfinsha Aftha Assiddiqie Haryasena Panduwiyasa Hayati, Nor Herry Susanto Imam Quraisy Intansari Irna Yuniar Iswandi Jelita Badzlina A Jihan Maharani, Carina Johan Eris Boby Situmeang JULIANTO Kahri, Ma’ruful Kamalia Sekar Ramadhani Kamaruddin Kamaruddin Kastaman, Kastaman Khairussalam Kikim Mukiman Kuncoro Darumoyo Kurnia Wijayanti Kurniasari Lase, Analisman Roi Lestari, Citra Amalia M Rizky Noorrahman M. Fayyadh ‎Abdurrahman M. Zayyinul ‎Bahri A Mahat, Dio Kristian Mariyati, Heni Martayana, Fitrasyah Martono, Dwi Nowo Marwah Noer Masita Dwi Mandini Manessa Mawaddah, Najma Nur Medina Rachmadini Mei Vita Romadon Ningrum Mertika Muh. Rafly Rasyid Muhammad Alfatsany Wildan Muhammad Ikhsanudin Muhammad Raihan Muhammad Ridwan Muhammad Rizky Putra Hadi Muhammad Zainuddin Muhsinin Mukhtar Mukiman, Kikim Mulhim, Muhammad Mustajab, Muhammad Nanin Neva Talitha Amodia Norma Anggara Noverita Dian Takarina Dian Takarina Nugraha, Salsabila Rahmadani Nur' Alimah Nursandi, Juli Pebri Anwar Perdinanto Priantono Putri, Nabila Putri, Tracy Ananda Qadarsih.B, Fitri Rahima, Annisa Rahma Tiara S.C.W Rahmani Hafizi Rahmat Rajasmara, Prasasti Rakhman, Arie Rakhman, Muhammad Raiza Raldi Hendrotoro Seputro Koestoer Ratih Dewanti Dimyati Recky Ahmad Haffyandi Rifqi Irvannoor Robbani, Zidan Rizki Rosmaningsih, Devi Evian Rubiyatno Sabrina, Siti Salma Nur Salsabila Setiawan, Muhammad Dedy Shaukat, Muhammad Awais Siagian, Santi Debora Sidik, Fazar Soesanty Maulany Sri Puji Lestari Subekti, Zaenal Mutaqin Sudrajat, Putri Yessa Sugianto, Dedi SUPRAYITNO Suriansyah SUTRISNO Suyoto Syamsiar, Syamsiar Tati Karhati Vanisha Amalia F Verawati Wahyu Dirgantoro, Edwin Wiwin Ratna Sari Yulia Indri Astuty Yulian Widya Saputra Zico Subekti