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All Journal Jurnal Ilmiah Edunomika (JIE) Indonesian Journal of Industrial Engineering & Management Journal of Community Service and Engagement Indonesian Accounting Research Journal Jurnal bintang manajemen DIMASEKA Jurnal Pengabdian Kepada Masyarakat
susanto santo
Universitas Semarang
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : Jurnal Ilmiah Edunomika (JIE)

 1 
PERAN KEPUASAN KONSUMEN DALAM MEMEDIASI CUSTOMER VALUE DAN CUSTOMER EXPERIENCE TERHADAP LOYALITAS PELANGGAN (Studi Pada Pelanggan di Konter Bintang Phone Cell) Adhi Widyakto; Dyah Ayu Rachmawati; Sugeng Riyanto; Susanto Susanto
JURNAL ILMIAH EDUNOMIKA Vol 8, No 2 (2024): EDUNOMIKA
Publisher : ITB AAS Indonesia Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jie.v8i2.12677

Abstract

This research aims to examine and analyze the influence of Customer Value and Customer Experience on Customer Loyalty through Customer Satisfaction as an intervening variable for customers at the Bintang Phone Cell Counter. The dependent variable used in this research is Customer Satisfaction (Z), Customer Loyalty (Y), while the independent variables used are Customer Value (X1) and Customer Experience (X2). The sample in this study was 96 respondents. The sampling technique uses purposive sampling with the criteria being that the respondent is at least 18 years old and has made at least 2 purchases. The analytical methods used are Convergent Validity, Discriminant Validity, Composite Reliability, Inner model. The results of the research conducted show that Customer Value and Customer Experience have a positive and significant effect on Customer Satisfaction, the Customer Value and Customer Experience variables have a negative and insignificant effect on Customer Loyalty, the Customer Value variable has a positive and significant effect on Customer Loyalty through Customer Satisfaction, and The Customer Experience variable has a positive and significant effect on Customer Loyalty through Customer Satisfaction
Co-Authors Adhi Widyakto Afriady, Arif Asih Niati Citra Andriani Dewi Sania dwi widi pratito SN Dyah Ayu Rachmawati Iza Safitri Dewi Johanis Souisa Naini Rizka Amalia Nurhidayati Nurhidayati Pradiptya, Adhi Sugeng Riyanto Suryawardana, Edy Teguh Ariefiantoro