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All Journal Jurnal EXCHALL (Economic Challenge) PIWURUK: Jurnal Sekolah Dasar Jurnal Ekonomi dan Binsis Ulil Albab Journal of Indonesian Management
Cece Rakhmat
Universitas Perjuangan Tasikmalaya
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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The Effect Of Service Quality And Customer Experience On Satisfaction And Their Impact On Customer Loyalty (Survey customers of Shafira Tour & Travel Tasikmalaya) Miftah Syamsul Arifin; Depy Muhamad Pauzy; Cece Rakhmat
Journal of Indonesian Management Vol. 2 No. 3 (2022): September
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/jim.v2i3.941

Abstract

This study aims to determine the effect of service quality and customer experience on satisfaction and their impact on customer loyalty at Shafira Tour & Travel Tasikmalaya. The method used in this study is a survey method with a causal research design. The population in this study is the number of orders in the last period as many as 4.784 and after being processed using the Slovin formula, the sample is taken as many as 100 respondents. The analytical tool used is path analysis. The results showed that service quality had a significant effect on satisfaction in Shafira Tour & Travel Tasikmalaya. Customer experience have a significant effect on satisfaction in Shafira Tour & Travel Tasikmalaya. Satisfaction has not been proven to be able to mediate service quality on customer loyalty through the satisfaction of Shafira Tour & Travel Tasikmalaya. Customer experience have a significant effect on customer loyalty through satisfaction in Shafira Tour & Travel Tasikmalaya.  
Co-Authors Arga Sutrisna Ari Arisman Azis Azis Barin Barlian Depy Muhamad Pauzy Fernando Aldiansyah Meita Dita Suryana Miftah Syamsul Arifin Rafa Nur Afifah Rahman Aziez Herdian Reza Nurfauzi Riga Zahara Nurani Rini Amelia Riska Siti Nurhaliza Rita Tri Yusnita Shofi Noer Fadillah Silvi Agustina Suci Putri Lestari Teddy Irawan