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All Journal Scientific Journal of Reflection : Economic, Accounting, Management and Business
Fransizka Ayu Kristiani
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Economics, Econometrics & Finance

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PENGARUH CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada The Praja Coffee & Resto) Ida Bagus Nyoman Udayana; Agus Dwi Cahya; Fransizka Ayu Kristiani
SCIENTIFIC JOURNAL OF REFLECTION : Economic, Accounting, Management and Business Vol. 5 No. 1 (2022): SCIENTIFIC JOURNAL OF REFLECTION: Economic, Accounting, Management, & Business
Publisher : Sekolah Menengah Kejuruan (SMK) Pustek

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/sjr.v5i1.449

Abstract

This study aims to determine the effect of customer experience and service quality on customer loyalty with customer satisfaction as an intervening variable at The Praja Coffee & Resto. The data used in this study are primary data and quantitative research methods with a sample of 102 respondents. using a sampling technique in the form of accidental sampling. Data was collected by sending a questionnaire link that was sent online to respondents. The data were analyzed using the IBM SPSS application. The results showed that customer experience and service quality variables had a positive and significant effect on customer loyalty and customer satisfaction. The customer satisfaction variable also has a significant positive effect on the customer loyalty variable. The customer satisfaction variable is able to mediate the customer experience and service quality variables on the customer loyalty variable.
Co-Authors Agus Dwi Cahya Ida Bagus Nyoman Udayana