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Dini Turipanam Alamanda
Univeritas Garut
Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Medicine & Pharmacology Physics Social Sciences Other

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Journal : JURNAL LENTERA BISNIS

 1 
PENGARUH KUALITAS LAYANAN DAN DIVERSIFIKASI BISNIS TERHADAP KEPUASAN PELANGGAN MELALUI PENGALAMAN PELANGGAN DENGAN TRUST SEBAGAI MODERASI PADA SPBU Sitorus, Victor Dean Rizky Maulana; Susilawati, Wati; Alamanda, Dini Turipanam
JURNAL LENTERA BISNIS Vol. 15 No. 2 (2026): JURNAL LENTERA BISNIS, Mei 2026
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v15i2.2208

Abstract

This study aims to analyze the effect of service quality and business diversification on customer satisfaction through customer experience, with trust as a moderating variable at gas stations (SPBU) operated by PT Pangandaran Putra. A quantitative approach was employed using a survey method involving 150 respondents selected through purposive sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that service quality and business diversification have a positive and significant effect on customer satisfaction, both directly and indirectly through customer experience. Customer experience is proven to act as a significant mediating variable, while trust has a positive effect on customer satisfaction but shows a negative moderating effect on the relationship between customer experience and satisfaction. These findings highlight that customer satisfaction is not only determined by service quality and business diversification but also by customer experience as a key mechanism, supported by customer trust.
Co-Authors Abdullah Ramdhan Abdullah Ramdhani Abdullah Ramdhani Abdullah Ramdhani Adiatma, Dani Adinda Khoeru Nisa Agus Maoludin Ahmad Kurniawan Ai Miman Nurdiaman Aji Abdul Wahid Akbar, Gugun Geusan Akbar, Gugun Geusan Albie Rivaldi Putra Amalia, Vieny Marita Annisa Deliana Putri Arif Partono Arif Partono Partono Arif Partono Prasetio Arif Partono, Arif Aulia, Sendi Ayu Maspupah Aziz, Muhamad Apriliana Budi S Purnomo Cahyani, Virly Cupiadi, Hedi Della Pebriyanti Desianti, Selsya Dewi Riani Dhanan Sarwo Utomo Disman, Disman Dwi Novanda Sari Fadhlurrohman, Mochammad Iqbal Fajar Sidiq Adi Fajar Sidiq Adi Prabowo Fajri, Siti Galfanny Rahmanillahi Sabitri Fauziyyah, Nadhira Gamal Argi Gamal Argi, Gamal Grisna Anggadwita Hadum Hadiansyah Harisana, Muhammad Husna Harisana, Muhammad Husna Harrie Lutfie Helga Meizhura Hermawan, Pri Hesty Nurul Utami Hidayat, Yusuf Murtadlo Ikeu Kania Ikin Solikin Intan Fahira Munawar Intan Setiani Jumiati Kijima, Kyoichi Koblarp Chandrasapth Kurniati, Dinar Mariam Kusmiati, Eti Lidia Mayangsari Lili Adi Wibowo Maoludin, Agus Mariam, Dinar Mila Karmila Mila Karmila Muchtar Muhammad Arief Mulyani, Sani Munawar, Intan Fahira Munawar, Soviyan Mutiana Budiman Nadhira Fauziyyah Nirmala, Shena Nadya Novani, Santi Nurhasan, Rohimat Pebriyanti, Della Permatasari, Anggraeni Pri Hermawan Profityo, Werda Bagus Profityo Bagus Purnomo, Budi Supriatono Putro, Utomo Sarjono Raihana Nanditha Zaky Ramadani, Veland Ramdhani, Abdullah Ratih Hendayani Raynaldi, Mochammad Resti Arini Restu, Mawar Sugi Riska Sukmawati Risma Muhamad Ramdani Santi Novani Selvi Silfiani Rahayu Setiawan, Idzhar Inzaghi Setiawan, Rahyuniati Siallagan, Manahan Sitorus, Victor Dean Rizky Maulana solikin, ikin Sulistyodewi Nur Wiyono Sulistyodewi Nur Wiyono Sunarya, Agi Hendrawan Suseno, Novie Susanti Tatang Mulyana Tia Rosalina Tomy Perdana Ubaidillah Zuhdi Utomo Sarjono Putro Utomo Sarjono Putro Utomo, Dhanan Sarwo Veland Ramadani Vieny Marita Amalia Vindiana, Afina Putri Wahid, Aji Abdul Wati Susilawati Wati Susilawati, Wati Widyanti Qararullah Wildan Wahyu Nurpalah Wulan Safutri Yulia, Hanna Zati Woro Shabrina