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All Journal Majalah Ilmiah Warta Dharmawangsa International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET)
Nadya Nurul Sabrina
Unknown Affiliation
Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Economics, Econometrics & Finance Education

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THE EFFECT OF CUSTOMER VALUE, CUSTOMER EXPERIENCE AND CUSTOMER TRUST ON CUSTOMER SATISFACTION (ACE HARDWARE MEDAN CUSTOMER) Nadya Nurul Sabrina; Paham Ginting; Amlys Syahputra Silalahi
Jurnal Warta Dharmawangsa Vol 17, No 2 (2023)
Publisher : Universitas Dharmawangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46576/wdw.v17i2.3183

Abstract

INFLUENCE OF CUSTOMER EXPERIENCE AND SERVICE QUALITY TOWARDS CUSTOMER LOYALTY WITH CUSTOMER SATISFACTIONAS AN INTERVERNING VARIABLE AT ACE HARDWARE JUANDA MEDAN Nadya Nurul Sabrina; Paham Ginting; Amlys Syahputra Silalahi
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 3 No. 1 (2023): DECEMBER
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v3i1.312

Abstract

One retail company that is popular with consumers in the field of household equipment and furniture is Ace Hardware. This research aims to determine and analyze the influence of customer experience and service quality on customer loyalty through customer satisfaction as an intervening variable at ACE Hardware Juanda Medan. The population in this study are the people of Medan City who have visited at least 2 times with an unknown number. The sampling technique in this research was nonprobability sampling of 100 respondents. The data analysis method uses Structural Equation Modeling-Partial Least Squares (SEM-PLS). The research results show that customer experience influences customer loyalty. Service quality has a negative effect on customer loyalty. Customer experience influences customer satisfaction. Service quality influences customer satisfaction. Customer satisfaction influences customer loyalty. Customer experience influences customer loyalty through customer satisfaction as an intervening variable. Service quality influences customer loyalty through customer satisfaction as an intervening variable.
Co-Authors Amlys Syahputra Silalahi Amlys Syahputra Silalahi paham ginting