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Journal : Indonesian Journal of Social Work

Synergizing Experience and Service: Their Influence on Customer Loyalty Astuti, Rini
Indonesian Journal of Social Work Vol 8 No 2 (2025): February
Publisher : Politeknik Kesejahteraan Sosial Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31595/ijsw.v8i2.1540

Abstract

This study aims to evaluate the influence of experiential marketing and service quality on customer loyalty. A descriptive quantitative approach was employed, using Caravan 101 restaurant as the unit of analysis and its customers as the unit of observation. The research population consisted of 5,894 customers recorded in 2018. Using the Slovin formula, a sample of 98 respondents was selected. Data were analyzed through multiple linear regression. The results indicate that experiential marketing has a partially positive and significant effect on customer loyalty, while service quality also exerts a significantly positive influence. Furthermore, when considered simultaneously, both experiential marketing and service quality demonstrate a strong and significant impact on customer loyalty
Co-Authors ', Abdullah Absharina, Eriene Dheanda Agusbaciar, Agusbaciar Agustinus Soemantri Al Lutfani, Thariq Kemal Aldiyansah, Ryan Ambariyanto Ambariyanto Ana, Kiki Kristiya Anggaradinar, Lintang Ayu Anugrahini, Fitria Apriliansyah, Rizal Dwi Rizki Arsha, Shaka Abiyyu Awang Noor Indra Wardana Baihaqi, Ahmad Basysyar, Fadhil Muhammad Brune Indah Yulitasari DAIPAH, IIP IMRON Dalimunthe, Ritha F. Despita Pramesti, Despita Devi Rahmayanti Devid Trinaldo Simatupang Ela Suryani Ernani Hadiyati Erpian, Soni Fadhil M Basysyar,M,Kom Fadhilah, Siti Umi Fardani, Tika Sindi Farikah, Siti Farisi, Salman Farkhatul Jannah, Siti Ginting, Dahlia Gunawan, Sepriyan Habibi, Muhammad Ilham Hadianti, Isan Haikal, Harisman Hamonangan, Ryan Hartanto Hasnida Hasrudy Tanjung, Hasrudy Hellmy Heni Hendriyani Henriani, Suswati Hidayatullah, Gusti Muhammad Husen Adlun, Muhammad Inong Satriadi Irma Purnamasari, Ade irwadi Islam, Saiful Iswari Setianingsih Jamal Janah, Buri Dyah Ayu Ma’rifatul Jefri Kartika Sekarsari Khaeru, Abdullah Khoirunisa, Irma Khoirunnisa, Hasna Kusuma Arum, Sintia Kutut Suryopratomo Leviandro, Andrew Liza, Nova Loni Manikari, Salsa Lutfiani, Saufa M. Basysyar, Fadhil Maria Erna Kustyawati Martaleni - Marwah, Siti Maulana, Taufan Maulana, Tedy Maystaladika, Maystaladika Moedrik Tamam Muallim, Edwar Muflihah Isnawati Muhamad Basysyar, Fadhil MUHAMMAD ALI Muhammad Arif Muhammad Basysyar, Fadhil Muhammad Fazis Mulyanti Murti, Yeni Dwi Nadia Widari Nasution Ningsih, Supiah Nur Rismanah, Siti Nurdiana, Nanik Eka Nurfitria, Tita Nurohanisah, Siti Nuryatman, Pamelia Okki Kurnia Pratama, Nugraha Prihartono, Willy Purnamasari, Ade Irma Putri, Linzzy Pratami Putri, Salma Salsabilla Daega Rakhmat Hidayat, Rakhmat Ramadhan, M. Syahri Ramdhana, Farhan Rhomadon, Ahmad Arif Falah Rifqi Syamsul Fuadi Rizki, Muhammad Fajar Rochim, Sindy Aulia Rohmah, Yushinta Lailatul Rokhmanila, Siti Rosiana, Elfirza Salman Alfarisi Salsabila, Salsabila Saropah, Siti Sembiring, Rinawati Septiani Gumilar, Tia Setiawan, Dhanny Shara Merry Palupi Silviana, Selvi Sisnawati, Sisnawati Siti Arofah SITI MARYAM Siti Nurhaliza Slamet Pujiono Stedila, Stedila Suarna, Nana Sugiarto S Suharyo Hadisaputro Suiroh, Suiroh Sukma, Asma Asmara Suryono, Abi Sutaryo Sutaryo Sutrisno, Ferry Suyono Suyono Syamsu, Gatot Rizky Al Aufar Tanjung, Irwan Syari Tati Suprapti Taufik Hidayat Taukhid, Abdul Tiara Alifa, Talitha Tjahjadi, Djajasukma Tonang Dwi Ardyanto Triono, Dito Mei Triyana, Muji Bagus Wardhani, Alya Hikmah Widia Pebrianti, Sri Widodo, Wildan Wulandari, Sepia Yudhistira Arie Wijaya Yudhistyra, Ekabrata YUDI SISWADI Yusnandar, Willy Zurhidayati, Zurhidayati