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All Journal Jurnal SOLMA Proceeding of National Conference on Accounting & Finance Management Studies and Entrepreneurship Journal (MSEJ) Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Economics and Digital Business Review JPM: JURNAL PENGABDIAN MASYARAKAT JRAM (Jurnal Riset Akuntansi Multiparadigma) JRMB (JURNAL RISET MANAJEMEN & BISNIS) JEKKP (JURNAL EKONOMI, KEUANGAN DAN KEBIJAKAN PUBLIK) JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) East Asian Journal of Multidisciplinary Research (EAJMR) Jurnal Ilmiah Manajemen dan Bisnis (JIMBI) Balance : Jurnal Akuntansi dan Manajemen Asian Journal of Management Analytics Regress: Journal of Economics & Management Majapahit Journal of Islamic Finance dan Management Majapahit Journal of Islamic Finance dan Management Jurnal Manajemen, Akuntansi dan Rumpun Ilmu Ekonomi (MAR-Ekonomi)
Zenni Riana
Universitas Islam Sumatera Utara
Religion Aerospace Engineering Arts Humanities Astronomy Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Materials Science & Nanotechnology Medicine & Pharmacology Public Health Social Sciences Transportation Other

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Pengaruh Kualitas Pelayanan, Kepuasan Konsumen dan Pengalaman Konsumen Terhadap Keputusan Pembelian Konsumen Clarissa; Ritonga, Ricky Rafii; Riana, Zenni
Balance : Jurnal Akuntansi dan Manajemen Vol. 5 No. 1 (2026): April 2026
Publisher : Lembaga Riset Ilmiah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59086/jam.v5i1.1429

Abstract

Perubahan pola hidup generasi milenial dan Gen Z memengaruhi cara mereka mengonsumsi hiburan, termasuk menonton film di bioskop yang kini menjadi bagian dari gaya hidup digital. Di Medan, persaingan antar-bioskop, seperti CGV, XXI, dan Cinepolis, semakin ketat. CGV Medan menghadapi tantangan dalam meningkatkan loyalitas pelanggan karena pelayanan kurang responsif, fasilitas tidak konsisten, dan harga tiket yang tidak sebanding dengan pengalaman yang diberikan. Penelitian ini menggunakan metode kuantitatif dengan 96 responden penonton, dengan teknik accidental sampling. Dengan Teknik nalisis regresi linier berganda hasil penelitian menunjukkan bahwa kualitas layanan, kepuasan, dan pengalaman konsumen berpengaruh signifikan terhadap keputusan pembelian. Penelitian ini menyoroti pentingnya pengalaman menonton untuk mempertahankan loyalitas pelanggan. Rekomendasi untuk CGV Medan adalah memperbaiki kualitas layanan dan konsistensi fasilitas, serta menyesuaikan harga tiket untuk memenuhi ekspektasi generasi muda.   The lifestyle changes of Millennials and Gen Z have influenced how they consume entertainment, including watching movies in cinemas, which has now become part of the digital lifestyle. In Medan, competition among cinemas, such as CGV, XXI, and Cinepolis, is intensifying. CGV Medan faces challenges in improving customer loyalty due to unresponsive service, inconsistent facilities, and ticket prices that do not align with the experience provided. This study uses a quantitative approach with 96 moviegoer respondents, employing accidental sampling technique. Using multiple linear regression analysis, the results show that service quality, customer satisfaction, and consumer experience significantly influence purchasing decisions. This research highlights the importance of the viewing experience in maintaining customer loyalty. The recommendation for CGV Medan is to improve service quality and facility consistency, as well as adjust ticket prices to meet the expectations of the younger generation.  
Co-Authors Agusman, Dedy Agusriza, Agusriza Amirulsyah Amirulsyah Andrianta Bangun, Nugraha Asmara, Muhammad Endang Ayu Indriani Bambang Bambang Clarissa Cornelia Ivani Dadang Suhardi Damayanti, Noviana Dawi, Umar Desember, Anita Desfika, Rama Diawati, Prety Efendi, Junior Ahmad Eli Agustami Elviani, Sri Fahmi, Nur Augus Farida Khairani Farida Khairani Lubis Fauzi Fauzi Hadi, Sofian Harahap, Ahmad Rizki Hasian, Andi Hendy Tannady Heny Triastuti K Kaban, Maju Kevin Putra Leonardo Nababan Lady Vini Maharani Lubis Lubis, Hasrita Lulu Nada Lubis Lumban Tobing, Mannaria Nita M Endang Asmara M. Endang Asmara Mhd SyaifulAmri Sinaga Muhammad Prasetyo Wibowo Nababan, Bernandus Ningsih, Heny Triastuti Kurnia Nur Augus Fahmi Nur Augus Fahmi Pane, Sri Gustina Purba, Bintang Jamudra Putri Leoni Ramadona Simbolon Ricky Rafii Ritonga Rinaldy, Fery Risca Atania Br Gurusinga Ritonga, Ahmad Fauzi Ritonga, Zulham Efendi RR. Ella Evrita Hestiandari Safrida Safrida Safutri, Mega Ruslina Salsabila, Yolanda Septia Angraini Barus Siahaan, Samuel Fiktor Sijabat, Melani Bono Simatupang, Ahmad Ramadan Simatupang, Paisal Amir Sinaga, Andi Sinta Amanda br bangun Sirait, M. Sumihar Siregar, Adrian Batara Sri Puspa Dewi Sri Puspa Dewi Sri Puspa Dewi Sri Rahayu SRI RAHAYU Sugianto, Andrew Suprayitno, Edi Supriadi Supriadi Surya Ridhoansyah Syamsul Effendi Tarigan, Ekel Jadi Lapenta Teuku Mirza, Teuku Trendy Gabriel Sihombing Ulva Ayuningtias Tarigan Wahyuni, Rahayu Wasesa, Supar Yusrita Yusrita . Yusrita, Yusrita Zufrizal