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All Journal Ekonomi Bisnis Akuntansi Krida Wacana Jurnal Manajemen. DeReMa (Development Research of Management) Jurnal Manajemen Jurnal Komunikasi Jurnal Bisnis dan Akuntansi MBIA Prologia Jurnal Muara Ilmu Ekonomi dan Bisnis SABDAMAS Jurnal Manajemen Bisnis dan Kewirausahaan Jurnal Manajemen Jurnal Bakti Masyarakat Indonesia Jurnal Manajerial Dan Kewirausahaan International Journal of Application on Economics and Business Jurnal Akuntansi Jurnal Manajemen Maranatha

Keni Keni

Unknown Affiliation

Author-ID : 297505

Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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HOLISTIC PERFORMANCE MEASUREMENT TO ACHIEVE SUSTAINABLE COMPETITIVE ADVANTAGE Keni Keni
Jurnal Manajemen. Volume 17, Nomor 2, Tahun 2013
Publisher : Jurnal Manajemen.

Show Abstract | Download Original | Original Source | Check in Google Scholar

In the past, companies used balanced scorecard to measure its performance. Now, balanced scorecard as a performance measurement tool is no longer sufficient because business has been affected by changes to the natural environment and developing social expectations. In order to achieve sustainable competitive advantage, companies are beginning to address the risks and opportunities associated with these changes in their longer-term business planning. To turn risks into opportunities, companies have increasingly integrated environmental considerations and corporate social responsibility into mainstream business management and measurement processes.

PENGARUH SERVICE FAIRNESS, EMPATHY DAN PHYSICAL ENVIRONMENT TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY Evelina Larisa Sidharta; Keni .
Jurnal Manajemen. Volume 19, Nomor 2, Tahun 2015
Publisher : Jurnal Manajemen.

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The purposes of this study are: First, to explore the effect among service fairness, empathy and physical environment on customer loyalty. Second, to explore the effect among service fairness, empathy and physical environment on satisfaction. Third, to explore the effect of customer satisfaction on customer loyalty. Fourth, to find out if customer satisfaction is able to mediate service fairness, empathy and physical environment toward customer loyalty.The population of this research are all customers from one of the coffee shopsin Jakarta.The samples are collected from one of coffee shops customers in West Jakarta. The method of data collection is purposive sampling with250 respondents. The technique of data analysis used in this study was regression analysis and mediating test to examine the hypotheses. The results are: (a) therelationship between service fairness, empathy and physical environment have a significant and positive effect toward customer loyalty; (b) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer satisfaction; (c) customer satisfaction has a positive effect on customer loyalty; (d) customer satisfaction will mediate the effect between service fairness, empathy and physical environment on customer loyalty. 

PENGARUH INFORMATION QUALITY DAN RELATIONSHIP QUALITY TERHADAP UNCERTAINTY REDUCTION DAN PURCHASE INTENTION Sari, Melinda Ika; Keni, Keni
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol 3, No 1 (2019): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v3i1.3490

Penelitian ini bertujuan untuk menganalisis pengaruh parsial information quality dan relationship quality dalam komunitas online terhadap uncertainty reduction, pengaruh uncertainty reduction terhadap purchase intention, dan pengaruh involvement terhadap hubungan uncertainty reduction dan purchase intention. Subyek penelitian ini adalah orang-orang yang sudah pernah menggunakan salah satu dari komunitas online Youtube, Kompas Tekno, atau Tabloit PULSA untuk mencari informasi mengenai smartphone. Metode pengambilan sampel dilakukan dengan metode non probability sampling dengan teknik pengambilan sampel adalah convenience sampling dengan metode penyebaran kuisioner secara online. Total sampel yang terkumpul ada 159 sampel. Penelitian ini menggunakan dua analisis regresi, yaitu: analisis regresi linier ganda dan moderated regression analysis. Hasil dari penelitian ini adalah secara parsial information quality dan relationship quality memiliki pengaruh positif dan signifikan terhadap uncertainty reduction. Sementara itu, uncertainty reduction memberikan pengaruh yang positif dan signifikan terhadap purchase intention. Involvement sebagai moderator tidak memberikan pengaruh pada hubungan uncertainty reduction dan purchase intention. This study aims to analyze the partial influence of information quality and relationship quality in the online community on uncertainty reduction, the influence of uncertainty reduction on purchase intention, and the influence of involvement on the relationship of uncertainty reduction and purchase intention. The subjects of this study were people who had used one of the online communities: Youtube, Kompas Tekno, or TabloitPULSA to find information about smartphones. This study is using non probability sampling method with convenience sampling as a sampling technique and online questionnaire as a distribution method. The total samples collected were 159 samples. This study used two regression analyses: multiple linear regression analysis and moderated regression analysis. The results of this study are that information quality and relationship quality partially has a positive and significant influence on uncertainty reduction. Meanwhile, uncertainty reduction has a positive and significant influence on purchase intention. Involvement as a moderator has no effect on the relationship of uncertainty reduction and purchase intention.

PENGARUH BRAND AWARENESS, BRAND ASSOCIATION, PERCEIVED QUALITY, DAN BRAND LOYALTY TERHADAP CUSTOMER PURCHASE DECISION chandra, cindy; Keni, Keni
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol 3, No 1 (2019): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v3i1.3506

Penelitian ini bertujuan untuk mendapatkan bukti empiris mengenai pengaruh brand awareness, brand association, perceived quality, dan brand loyalty terhadap customer purchase decision. Populasi dalam penelitian ini adalah para konsumen bubble tea. Penelitian ini dibatasi pada konsumen salah satu bubble tea di Jakarta. Metode Pengambilan sampel menggunakan non probability sampling dengan teknik convenience sampling. Sampel dalam penelitian ini berjumlah 156 responden. Metode pengumpulan data dilakukan dengan menyebarkan kuesioner secara online. Teknik analisis data menggunakan metode analisis regresi ganda. Hasil dari penelitian menunjukkan bahwa brand awareness dan brand association secara parsial tidak berpengaruh terhadap customer purchase decision, sedangkan perceived quality dan brand loyalty berpengaruh positif terhadap customer purchase decision. Pengaruh perceived quality terhadap customer purchase decision dapat menunjukkan bahwa perusahaan bubble tea telah memberikan kualitas produk yang terjamin sesuai dengan harapan para konsumennya. Selain itu, pengaruh brand loyalty terhadap customer purchase decision menunjukkan konsumen merupakan konsumen yang memiliki loyalitas tinggi, meskipun dihadapkan berbagai alternatif pilihan yang lebih unggul tetap melakukan pembelian ulang. This study aims to obtain empirical evidence about the effect of brand awareness, brand association, perceived quality, and brand loyalty on customer purchase decisions. The population in this study were bubble tea consumers. This research is limited to consumers one of bubble tea in Jakarta. The sampling method uses non probability sampling with convenience sampling technique. The sample in this study amounted to 156 respondents. Data collection method is done by distributing questionnaires online. Data analysis techniques using multiple regression analysis methods. The results of the study indicate that brand awareness and brand association have no partial effect on customer purchase decisions, while perceived quality and brand loyalty have positive effects on customer purchase decisions. The effect of perceived quality on customer purchase decisions can show that bubble tea companies have provided guaranteed product quality in accordance with the expectations of their consumers. In addition, the effect of brand loyalty on customer purchase decisions shows that consumers are consumers who have high loyalty, although faced with a variety of alternative choices that are superior, they still make repeat purchases.

PENGARUH BRAND IMAGE, PERSEPI HARGA, DAN SERVICE QUALITY TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN Oscar, Yessica; Keni, Keni
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol 3, No 1 (2019): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v3i1.3300

Penelitian ini bertujuan untuk mendapatkan bukti empiris mengenai pengaruh brand image, persepsi harga, dan service quality terhadap keputusan pembelian konsumen. Populasi dalam penelitian ini adalah para konsumen donat. Penelitian ini dibatasi pada konsumen donat di Jakarta. Metode pengambilan sampel menggunakan teknik non-probability sampling berupa convenience sampling dengan jumlah sampel sebanyak 152 konsumen. Metode pengumpulan data dilakukan dengan menyebarkan kuesioner secara online dan offline. Teknik analisis data dengan menggunakan metode analisis regresi berganda. Hasil penelitian ini menunjukkan bahwa brand image, persepsi harga, dan service quality memiliki pengaruh terhadap keputusan pembelian konsumen. Brand image, persepsi harga, dan service quality yang baik dapat memberikan pengaruh yang baik pula terhadap keputusan pembelian konsumen demi keberlanjutan bisnis perusahaan. This study aims to obtain empirical evidence about the influence of brand image, price perception, and service quality on consumer purchasing decisions. The population in this study is donut consumers. This research is limited to donut consumers in Jakarta. The sampling method uses a non-probability sampling technique in the form of convenience sampling with a total sample of 152 consumers. Data collection method is done by distributing questionnaires online and offline. Data analysis techniques using multiple regression analysis methods. The results of this study indicate that brand image, price perception, and service quality have an influence on consumer purchasing decisions. Good brand image, price perception, and service quality can have a good influence on consumer purchasing decisions for the company's business sustainability.

PENGARUH SERVICE FAIRNESS, EMPATHY DAN PHYSICAL ENVIRONMENT TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY Sidharta, Evelina Larisa; Keni, Keni
Jurnal Manajemen Vol 19, No 2 (2015): June 2015
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara

: Tujuan penelitian: (a) untuk mengetahui pengaruh service fairness, empathy dan physical environment terhadap customer loyalty; (b) untuk mengetahui pengaruh service fairness, empathy dan physical environment terhadap customer satisfaction; (c) untuk mengetahui pengaruh customer satisfaction dan customer loyalty; (d) untuk mengetahui pengaruh customer satisfaction dalam memediasi service fairness, empathy dan physical environment terhadap customer loyalty. Populasi dalam penelitian ini adalah seluruh pelanggan salah satu kedai kopi di Jakarta. Sampel diperoleh dari pelanggan salah satu kedai kopi di Jakarta Barat. Metode pengambilan sampel dalam penelitian ini adalah teknik purposive dengan jumlah 250 responden.Teknik analisis data menggunakan analisis regresi dan analisis jalur. Hasil penelitian: (a) service fairness, empathy dan physical environment mempunyai pengaruh yang positif terhadap customer loyalty; (b) service fairness, empathy dan physical environment mempunyai pengaruh yang positif terhadap customer satisfaction; (c) customer satisfaction mempunyai pengaruh positif terhadap customer loyalty; (d) customer satisfaction dapat memediasi pengaruh antara service fairness, empathy dan physical environment terhadap customer loyalty.The purposes of this study are: First, to explore the effect among service fairness, empathy and physical environment on customer loyalty. Second, to explore the effect among service fairness, empathy and physical environment on satisfaction. Third, to explore the effect of customer satisfaction on customer loyalty. Fourth, to find out if customer satisfaction is able to mediate service fairness, empathy and physical environment toward customer loyalty.The population of this research are all customers from one of the coffee shopsin Jakarta.The samples are collected from one of coffee shops customers in West Jakarta. The method of data collection is purposive sampling with250 respondents. The technique of data analysis used in this study was regression analysis and mediating test to examine the hypotheses. The results are: (a) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer loyalty; (b) the relationship between service fairness, empathy and physical environment have a significant and positive effect toward customer satisfaction; (c) customer satisfaction has a positive effect on customer loyalty; (d) customer satisfaction will mediate the effect between service fairness, empathy and physical environment on customer loyalty

BRAND EXPERIENCE, PERCEIVED VALUE, BRAND TRUST UNTUK MEMPREDIKSI BRAND LOYALTY: BRAND LOVE SEBAGAI VARIABEL MEDIASI Putra, Thomas Wilson; Keni, Keni
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol 4, No 1 (2020): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v4i1.7759

Tujuan dari penelitian ini adalah untuk menguji apakah 1) pengalaman merek dapat memprediksi loyalitas merek. 2) persepsi nilai dapat memprediksi loyalitas merek. 3) kepercayaan merek dapat memprediksi loyalitas merek. 4) pengalaman merek dapat memprediksi kecintaan merek. 5) kecintaan merek dapat memprediksi loyalitas merek. 6) kecintaan merek memediasi prediksi pengalaman merek pada loyalitas merek. Data dikumpulkan dengan menggunakan kuesioner online. Totalnya, terkumpul sebanyak 220 responden. Hasil dari penelitian ini menunjukkan bahwa persepsi nilai dan kepercayaan merek merupakan prediktor positif dan signifikan terhadap loyalitas merek, sementara pengalaman merek merupakan prediktor negatif dan signifikan terhadap loyalitas merek. Pengalaman merek merupakan prediktor positif dan signifikan terhadap kecintaan merek. Kecintaan merek adalah prediktor positif dan signifikan terhadap loyalitas merek dan kecintaan merek merupakan mediator positif dan signifikan pengalaman merek terhadap loyalitas merek. The purpose of this research is to examine whether 1) brand experience can predict brand loyalty. 2) perceived value can predict brand loyalty. 3) brand trust can predict brand loyalty. 4) brand experience can predict brand love. 5) brand love can predict brand loyalty. 6) brand love mediates the prediction brand experience on brand loyalty. The data were collected using online questionnaire. In total 220 participants responded the survey. The result of this study indicate that perceived value and brand trust are positive and significant predictors towards brand loyalty, while brand experience is negative and significant predictors towards brand loyalty. Brand experience is a positive and significant predictor towards brand love. Brand love is a positive and significant predictor towards brand loyalty and brand love is positive and significant mediate brand experience towards brand loyalty.

PENGARUH WEBSITE QUALITY, WEBSITE REPUTATION DAN PERCEIVED RISK TERHADAP PURCHASE INTENTION PADA PERUSAHAHAAN E-COMMERCE Jundrio, Harry; Keni, Keni
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol 4, No 2 (2020): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v4i2.7802

Tujuan penelitian ini adalah untuk menguji secara empiris pengaruh kualitas website, reputasi website dan persepsi risiko terhadap minat beli dari pengunjung website atau aplikasi e-commerce. Penelitian ini menggunakan metode sampling non probability dengan teknik convenience sampling. Sampel berjumlah 203 responden yang mayoritas adalah karyawan BUMN, PNS atau swasta. Partial Least Squares – Structural Equation Model (PLS – SEM) digunakan untuk melakukan analisis data dengan menggunakan softwate Smart PLS 3.3.0. Hasil penelitian ini menunjukan bahwa perusahaan telah memiliki kualitas website dan reputasi website yang baik, sehingga kualitas website dan reputasi website memiliki pengaruh positif terhadap minat beli. Hasil penelitian ini juga menunjukkan bahwa perusahaan dipersepsikan sebagai website/aplikasi dengan risiko netral, sehingga persepsi risiko tidak memiliki pengaruh terhadap minat beli. Penelitian ini menyarankan agar perusahaan mempertahankan dan meningkatkan kualitas website dan reputasi website untuk meningkatkan minat beli pengunjung. Dan dikarenakan perusahaan adalah platform e-commerce yang bekerja sama dengan penjual dan kurir pihak ketiga, maka perusahaan agar menetapkan peraturan yang tegas untuk menjamin potensi risiko yang minimal pada saat transaksi. The purpose of this research is to investigate the effects of website quality, website reputation and perceived risk on purchase intention towards visitors of e-commerce website or application. This research uses non probability sampling method with convenience sampling technique. The sample number is 203 respondents which mostly are state-owned, public or private sector employees. Partial Least Squares – Structural Equation Modeling (PLS – SEM) is used to analyze research data by using Smart PLS 3.3.0 software. The findings show the company already has good website quality and good website reputation and therefore website quality and website reputation have positive effects on purchase intention. The findings also show that the website/application is perceived as non risky website/application and therefore perceived risk has no effect on purchase intention. The findings suggest that the company should maintain and enhance its website quality and website reputation in order to increase visitors’ purchase intention. And since the company is an e-commerce platform that has agreements with third-party sellers and courier services, it has to establish rigid standard operating procedures to ensure the minimalization of potential risk during transactions.

PENGUKURAN KEPUASAN PASIEN RAWAT-INAP RUMAH SAKIT UMUM DAERAH TARAKAN JAKARTA Gunawan, Shirly; R. Aritonang R., Lerbin; Keni, Keni; Risnawaty, Widya
Jurnal Bakti Masyarakat Indonesia Vol 1, No 1 (2018): Jurnal Bakti Masyarakat Indonesia
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat, Universitas Tarumanagara

This community service aims to measure the level of satisfaction of inpatients in the Tarakan Region General Hospital, Jakarta based on the assessment of satisfaction instruments distributed in the form of questionnaire sheets to 218 inpatients from all rooms. Components assessed in this satisfaction instrument include 5 dimensions, consisting of Tangibles, Reliability, Responsiveness, Assurance and Empathy. The evaluation results of this instrument showed a satisfaction index of 81% for Tangibles, 82.7% for Reliability, 78.8% for Responsiveness, 84% for Assurance, and 80.9% for Empathy. In general, the majority of inpatients are satisfied with the quality of services provided by the Tarakan Regional General Hospital, Jakarta.ABSTRAK:Rumah Sakit sebagai institusi pelayanan kesehatan, memiliki tanggung jawab dalam memberikan layanan kesehatan yang bersifat perorangan secara paripurna, seperti layanan rawat inap. Keberadaan dan keberlangsungan usaha suatu rumah sakit sangat ditentukan oleh tingkat kepuasan pasien terhadap layanan yang diberikan oleh pihak rumah sakit. Layanan suatu rumah sakit dianggap baik, tidak hanya dinilai dari kelengkapan fasilitas yang disediakan, melainkan juga tergantung dari sikap dari sumber daya manusia yang terlibat dalam layanan kesehatan tersebut. Kegiatan pengabdian masyarakat ini bertujuan untuk mengukur tingkat kepuasan pasien rawat-inap Rumah Sakit Umum Daerah Tarakan Jakarta berdasarkan penilaian instrumen kepuasan yang didistribusikan berupa lembar kuesioner kepada 218 pasien rawat-inap dari seluruh ruangan. Komponen yang dinilai dalam instrumen kepuasan ini meliputi 5 dimensi yang terdiri dari Tangibles, Reliability, Responsiveness, Assurance dan Empathy. Hasil evaluasi instrumen ini menunjukkan indeks kepuasan 81% untuk Tangibles, 82,7% untuk Reliability, 78,8% untuk Responsiveness, 84% untuk untuk Assurance, serta 80.9% untuk Empathy. Secara umum, sebagian besar pasien rawat-inap puas atas kualitas layanan yang diberikan Rumah Sakit Umum Daerah Tarakan Jakarta.

PREDIKSI CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY: CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI Keni, Keni; Sandra, Kavira Kamate
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol 5, No 1 (2021): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v5i1.11196

Pertumbuhan tingkat penjualan ritel di Indonesia bernilai negatif selama satu tahun terakhir. Berbagai fenomena yang terjadi akibat pandemi yang sudah berlangsung sejak tahun 2020 menyebabkan penurunan tersebut, seperti pengurangan gaji dan pemutusan hubungan kerja yang berdampak terhadap penurunan daya beli masyarakat, sehingga menghambat kinerja perusahaan ritel. Oleh sebab itu, perusahaan ritel perlu memperbaiki kinerjanya dengan meningkatkan loyalitas pelanggan yang merupakan sebuah upaya untuk mempertahankan pelanggan yang sudah ada. Penelitian ini bertujuan untuk menguji apakah 1) pengalaman pelanggan dapat memprediksi kepuasan pelanggan. 2) kualitas pelayanan dapat memprediksi kepuasan pelanggan. 3) pengalaman pelanggan dapat memprediksi loyalitas pelanggan. 4) kualitas pelayanan dapat memprediksi loyalitas pelanggan. 5) kepuasan pelanggan dapat memprediksi loyalitas pelanggan. 6) kepuasan pelaggan memediasi prediksi pengalaman pelanggan pada loyalitas pelanggan. 7) kepuasan pelanggan memediasi prediksi kualitas pelayanan pada loyalitas pelanggan. Sampel dipilih dengan menggunakan metode non-probability sampling yang berupa teknik convenience sampling pada 200 responden dan Partial Least Square – Structural Equation Modeling (PLS-SEM) dilakukan untuk menguji hipotesis penelitian. Hasil penelitian ini menunjukan bahwa pengalaman pelanggan dan kualitas pelayanan berpengaruh signifikan untuk memprediksi kepuasan pelanggan, pengalaman pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, kualitas pelayanan tidak berpengaruh signifikan untuk memprediksi loyalitas pelanggan, kepuasan pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, dan kepuasan pelanggan memediasi prediksi pengalaman pelanggan dan kualitas pelayanan pada loyalitas pelanggan. Retail’s sales-growth in Indonesia has been decreasing since last year. Various phenomenons which are caused by the pandemic that has been happening since 2020 has caused the decrease, such as reduction in salary and laid off that resulted in reducing purchasing power which then obstruct retail firm’s performance. Therefore, retail firms should improve their performance by increasing customer loyalty which is an attempt to retain existing customers. This research aimed to examine whether 1) customer experience can predict customer satisfaction. 2) service quality can predict customer satisfaction. 3) customer experience can predict customer loyalty. 4) service quality can predict customer loyalty. 5) customer satisfaction can predict customer loyalty. 6) customer satisfaction mediates the prediction customer experience on customer loyalty. 7) customer satisfaction mediates the prediction service quality on customer loyalty. The sample of this study was selected by using the non-probability sampling method, which is convenience sampling method, with a total amount of 200 respondents and Partial Least Square – Structural Equation Modeling (PLS-SEM) was conducted for the hypotheses testing. The findings of this study illustrate that customer experience and service quality has significant effect to predict customer satisfaction, customer experience has significant effect to predict customer loyalty, service quality has not significant effect to predict customer loyalty, customer satisfaction has significant effect to predict customer loyalty, customer satisfaction mediates the prediction of customer experience and service quality on customer loyalty.

Co-Authors Adrianto, Fajri Affendi, Calvin Jordan Wijaya Aristo, Evodius Arnaldo, Aron Bramasta, Arya Adi Buana, Salsabilla Ayundha Marthsa Buana, Salsabilla Ayundha Martsha Budiarto, Ferdian Calvin, Nicholas Celline, Aprilia Chandra, Cindy Chang, Kevin Clarence, Clarence David, Tonny Dharmawan, Purnama Dini Oktaviani Djaruma, Juwita Elis, Elis Emerald, Serena Evelina Larisa Sidharta Evelina Larisa Sidharta Febriany, Dessy Hadiwidjajalu, Kentji Halim, Christian Hartawan, Christofer Novrisatya Hartono, Ceri Hendi, Hendi Ica Rika Candraningrat Ida Puspitowati Immanuel, Sandy Johansen Johansen Jundrio, Harry Kawi, Jeffrey Saputra Kurniawan, Alwin Fajar Laurence, Kenny Leow, Janice Atalie Lerbin R. Aritonang R Liap, Valensia Fanny Ludya Lim, Sherliana Limanan, Caecelia Cynthia Ling, Ai Luki Lukmanul Hakim Maria, Ivonne Markus, Harris Marvinson, Gerry Massie, Andrew Christian Nicholas Wilson Nugraha, Tarsisius Bisma Nyotowidjojo, Kartika Sari Orlando, James Oscar, Yessica Osman, Feranvin Pauline, Delvina Pratamaputra, Dennis Putra, Alfen Dwi Putra, Thomas Wilson R. Aritonang R., Lerbin Richard Wisianto Risnawaty, Widya Roshima, Ramos Ryan Sabrina O Sihombing Salim, Yovina Samuel Hendy Sandra, Kavira Kamate Sari, Melinda Ika Sari, Puspa Ratna Setiawan, Ronaldo Shirly Gunawan Sianata, Vinka Vanlia Sidharta, Evelina Larisa Simatupang, Natasya Theresia Soelaiman, Lydiawati Sofia Prima Dewi Sofia Prima Dewi Sudibyo, Arvin Sutini, Sandra Tay Lee Chin Teoh, Ai Ping Tjipto, Jovita Damayanti Valerian, Juan Valerie, Christian Vanessa Vanessa Veronica, Helen Vincent Vincent, Vincent Warisadi, Alain Moelya Widya Octaviani Widya Risnawaty Wijaya, Valentino Wiranata, James Putra Wulan Purnama Sari Wulandari, Dhea Asih Yanico, Yanico Yeo, Wei Ming Yulianti Yulianti Yulianti Yulianti Yusi Yusianto Zukhrufa, Azka

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