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All Journal Journal of Business, Social and Technology
Alfira Azzahra
Trisakti School of Management, Jakarta
Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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The Effect of Customer Satisfaction on Loyalty of the Lembang Floating Market Tourism Area Maris Agung Triandewo; Klemens Wedanaji Prasastyo; Alfira Azzahra
Journal of Business Social and Technology Vol. 4 No. 1 (2023): Journal of Business, Social and Technology
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (422.142 KB) | DOI: 10.59261/jbt.v4i1.114

Abstract

The main purpose of this study is to find out the influence of Customer Experiences on Customer Loyalty through Customer Satisfaction in visitors to the Floating Market Lembang tourist area, Bandung, West Java, assisted by the use of Experience Economy. Experience Economy has four variables, that is, Entertainment, Education, Aesthetic, and Escapist all of which are important to map customers’ tendency to prefer. Research utilizes a type of quantitative research that is descriptive. The data was supported through distribution of questionnaires to respondents with a total of 201. This study utilized statistical methods via SmartPLS 3.0. The results of this study show that except for Education, other variables have positive and significant effect on Customer Satisfaction, that is, Entertainment, Aesthetic, and Escapist. Education does not have impact on Customer Satisfaction because it is likely that customers come to Floating Market Lembang to enjoy and relax, not learn, Thus, they do not need much education aspect of this tourism area. Ultimately, Customer Satisfaction gives impact on Customer Loyalty.
Co-Authors Klemens Wedanaji Prasastyo Maris Agung Triandewo