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Irwan Yantu
Universitas Negeri Gorontalo
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Journal : IJEFSD

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Analysis of the Effect of Customer Experience, with Customer Satisfaction as a Mediation Variable Juanna, Andi; Kango, Umin; wolok, Tineke; Yantu, Irwan; Winerungan, Rober R.
International Journal on Economics, Finance and Sustainable Development Vol. 4 No. 1 (2022): IJEFSD
Publisher : Research Parks Publishers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31149/ijefsd.v4i1.2583

Abstract

The Purpose of this study is to analyze the effect of Customer Experience, Service with Customer Satisfaction as mediation Variable for IndiHome's Customers of PT Telkom Witel Sulut. The population of this research totally 2509 Customer with 2 months unpaid billing of IndiHome on term July and August 2021, and sampling was carried out based on Slovin's Formula total 359 respondents filled the questionnaire. The Research data were analyzed using PLS SEM (Partial Least Square - Structural Equation Modeling) with SmartPLS 3.0.software. The Result show that Customer Experience, on Customer Satisfaction but did not directly influence Customer Retention. Customer Experience, Service Quality and Price Perception affect Customer Retention through Customer Satisfaction with full mediation.
Co-Authors Abd. Rahman Pakaya Abdul Kitfir Albakir Abdullah, Siti Zahra ABUDI, SITTI Agil Bahsoan Agus Hakri Bokingo Aiphama, Rama Allya Riska Putri Sampir Amir, Nursalinda D. Andi Juanna Andi Juanna Andi Yusniar Mendo Annisa Aprilia Anwar, Moh Rivaldi Apdal Djauhari Aqil Bahsoan Ardiansyah arifin tahir Asnawi, Melan Angriani Basiru, Sheishe Oktaviani Bau, Hadidja Biki, Syamsul B. Borman, Aaliyah Putrdewanti Bumulo, Frahmawati Citra Aditya Kusuma Clara Shintya Pakaya Danial, Yulyan Dicky A Lampa Dilapanga, Eko Eduart Wolok Endi Rahman Febriyanto Hamzah Finki Akuba Given Ray Timothi Yahya Hamdatai, Emil Salim Harpin Pasali Hasan, Irfan Y. Heldy Vanni Alam Helingo, Trianingsi Hepat, Devita Aulia R Hippy, Rifka Fadillah Husain, Aulia Ibrahim, M. Reza Ibrahim, Ririn Idham Halid Lahay Ikhlasul Amalriadna Abubakar Ilahude, Nanda Nursia Iloponu, Amelia Indri Maruf Indriyani S. Lapado Irawati Abdul Irawati S Amin Irina Popoi Isa, Bela Ananda Jiartia Gobel Karim, Rivaldi Lahamade, Syafrin Z. Lahay, Yudit Nur Asri Lapalanti, Mohamad Zidhan Hidayat Lasimpala, Putri Patricia Lisda L. Asi Ma’im, Risandi Mansur, Saiful M. Melan Angriani Asnawi Melinda Latif Melizubaida Mahmud Meyko Panigoro Moh. Rizal D. Pade Mohamad Agus Salim Monoarfa Mohamad Rifan Tangahu Mohamad Zidan Hidayat Lapalanti Mohamad Zidhan Hidayat Lapalanti Mohi, Sahrul Mokodompit, Danissa Natasyah Muhamad Afik Naha Muhammad Celvin Ibrahim Muhammad Rizal M Basalamah Murad, Moh. Fahriezal Nahra Della Fahrin Nasib Rianto Hasan Nilam Purnawati Nunu Nisa Masali Novita Djafar Nurhayati Rauf Nuryan Danial Pakaya, Abd Rahman Pansu, Oku Podungge, Azfar Podungge, Robiyati P Polotoy, Riksal Ponamon, Siti Khoyrunnisa Radia Hafid Raflin Hinelo Rauf, Nurva Zulfin B. Rezkiawan Tantawi Rivay Zulkarnain Ointu Robiyati Podungge Rosman Ilato Roy Hasiru Selvi Selvi Silvani Ali Sri Agustina Alamtaha Sri Rianita Tilohe Srisetia Ningrum Sudirman Sudirman Syamsul B Biki Syamsul B Biki Syamsul B. Biki Tiara Ningsi Putri Maaruf Tiara Yulistiani Goi Tineke Wolok Umin Kango Usman Moonti Usman Moonti Valentina Monoarfa Wenas, Aljufri Winerungan, Rober R. Yakub, Karmila Yul Babuta Yuniar Eka Resti Yusrin S. Hasan Yusuf, Zein Zainal Abidin Umar Zhulmaydin Chairil Fachrussyah Zulkifli S. Muhsana Zuriyatina F. Hunowu