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All Journal ISLAMICA: Jurnal Studi Keislaman Jurnal Ekonomi Syariah Teori dan Terapan Jurnal Pertanian Terpadu SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan Journal of Tropical Horticulture AT-TURAS: Jurnal Studi Keislaman Science Education and Application Journal Amalee: Indonesian Journal of Community Research & Engagement Jurnal Magrobis At-Tarbawi : Jurnal Pendidikan, Sosial dan Kebudayaan SURABAYA PHYSICAL MEDICINE AND REHABILITATION JOURNAL Jurnal Manajemen Bisnis Ainara Journal (Jurnal Penelitian dan PKM Bidang Ilmu Pendidikan) Jurnal Nasional Manajemen Pemasaran dan SDM Jurnal Math-UMB.EDU Jurnal of Applied Business and Banking (JABB) Edusoshum: Jurnal Pendidikan Islam dan Sosial Humaniora Edukasia: Jurnal Pendidikan dan Pembelajaran Journal of Sustainable Community Service Jurnal Kabar Masyarakat Journal of Islamic Education Students JEBD Jurnal Pengabdian Kepada Masyarakat Journal of International Accounting, Taxation and Information Systems ATTARBIYAH: Journal of Islamic Culture and Education Jurnal Aplikasi Bisnis Jurnal FORTECH
Achmad Zaini
Airlangga University
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : JEBD

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Pengaruh Pengalaman Pelanggan Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Minimarket Lawson Jalan Soekarno Hatta Kota Malang Evellin Okta Vina; Zaini, Achmad
Jurnal Ekonomi dan Bisnis Digital Vol. 3 No. 2 (2025): Oktober - Desember
Publisher : CV. ITTC INDONESIA

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Abstract

Culinary businesses must develop strategies that ensure customer satisfaction during the consumption of their products and services. However, industry players are only beginning to realize that cultivating customer loyalty is challenging and crucial for achieving business objectives. This research aims to investigate the influence of customer experience and service quality on customer satisfaction among consumers of the Lawson convenience store located on Soekarno Hatta Street, Malang City. The data collection method employed observation and questionnaires. A sample of 100 respondents was selected, comprising Lawson convenience store customers who had made at least one purchase. Data was collected through the distribution of questionnaires and subsequently analyzed using validity tests, reliability tests, classic assumption tests, hypothesis tests, and the coefficient of determination. The research findings indicate that both customer experience and service quality have a positive and significant effect on customer satisfaction. This is evidenced by the multiple linear regression calculation, which yielded a constant value of 2.887. These results demonstrate that customer experience and service quality, both partially and simultaneously, significantly and positively influence customer satisfaction among Lawson convenience store consumers.
Co-Authors Abdillah, Al Hibnu Abdul Waris Abdurrohim Achmad Maulidi Achmad Muhibin Zuhri Agus Afandi Alanshori, M. Zainuddin Alghifari, Lalu Muhammad Maqbul Ana Mawardah, Allisa Anggraini, Vivid Prety Anjari, Becik Gati Ardiansyah, Rahardi Adnan Arie Pambayun, Yoga Arjo, Tri Ramadani Ayatusa'adah, Ayatusa'adah Ayu Sulasari Aziiz, Ahmad Khowiyun Nur Azis, Annisa Rahmania Baroroh Lestari Celine, Devi Chorisolekah, Adetia Dasuqie, Arif Alfaridzy Dhanurendra, Arya Galih Evellin Okta Vina Evi Suwarni, Evi Fatkhur Rochman Gati, Galuh Gandhi Harmanto Harmanto Harsono, Panca Indra Mei Hidayati, Zuhriyyah Hidayatul Nurohmah, Hidayatul Himma, Mahmudatul IMANG, NDAN Indah Novita Dewi Indrianti, Tiitien Inwana, Nila Juraemi Juraemi, Juraemi Khumairotul Lutfiyah, Siti Kusumawati, Nila Leonita Arinda, Dhea Lina Budiarti, Lina Lisnaini M. Yazid Bustomi, M. Yazid Machrus Ali Masreviastuti Mohammad Sholeh Muhammad Adib Nuruzzaman Mursidah Mursidah, Mursidah Muwidha, Muhamad Naf'an, Abdul Wahab Nikmatus Sholihah Nirmalasari, Ridha Nisa', Mas Ayu Ainun Nisa, Mas Ayu Ainun Nur Afifah Khurin Maknin Nurdjizah, Nurdjizah Nurtjahjani, Fullchis Odit Ferry Kurniadinata Pendi, Yulianus Pinasti, Qistia Diah Poernamawati, Diana Eka Prasetyo Hermawan Pratiwi, Ayu candra Priatna, Gustinanda Puspita, Ari Metalin Ika Qurratina, Noor Rachmi, Asminah Rahmad Rahmah, Wirdatur Ramadhien, Yuris Zetta Rena Feri Wijayanti Rusdiansyah Rusdiansyah Santoso, Eko Boedhi Setyowati, Tessa SJAFIATUL MARDLIYAH Sumarno, Agus Sukoco Heru Wahyu Nurmalasari Wenpei, Song Widiyowati, Eny Zakki Fuad, Ahmad