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All Journal JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Jurnal Riset Multidisiplin Edukasi
Dewi Agustin Pratama Sari
Universitas Negeri Jakarta, Indonesia
Humanities Education Social Sciences Other

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Pengaruh Customer Experience dan Customer Trust Terhadap Customer Loyalty Melalui Customer Satisfaction Sebagai Variabel Intervening : Studi Pada Pengguna E-commerce di JABODETABEK Farah Fauziah*; Ika Febrilia; Dewi Agustin Pratama Sari
JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Vol 8, No 3 (2023): Juni, socio-economics, community law, cultural history and social issues
Publisher : Universitas Syiah Kuala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/jimps.v8i3.26365

Abstract

E-commerce salah satu platform digital yang sangat banyak digunakan akhir-akhir ini oleh masyarakat mulai dari kalangan remaja hingga orang dewasa sekalipun. Penelitian ini menguji pengaruh customer experience dan customer trust terhadap customer loyalty melalu customer satisfaction. Pengumpulan data dilakukan dengan menyebarkan kuesioner melalui google form dengan data yang dikumpulkan sebanyak 300 responden. Penelitian ini menggunakan software SPSS (Statistic Program of Social Science) untuk uji validitas dan uji reliabilits serta menggunakan software AMOS 20.0 (Analyisis of Moment Structure) untuk uji hipotesis. Hasil dari penelitian ini menunjukkan bahwa customer experience dan customer trust memiliki pengaruh positif dan signifikan terhadap customer loyalty, customer satisfaction memiliki pengaruh positif dan signifikan terhadap customer loyalty, customer satisfaction dapat menjadi mediasi terhadap pengaruh customer experience dan customer trust dengan customer loyalty secara positif dan signifikan.
PERAN TRAVEL VLOG YOUTUBE SEBAGAI ELECTRONIC WORD OF MOUTH TERHADAP REVISIT INTENTION WISATAWAN: STUDI PADA KONSUMEN LEMBANG PARK AND ZOO Melfina Nurul Azizah; Usep Suhud; Dewi Agustin Pratama Sari
Jurnal Riset Multidisiplin Edukasi Vol. 3 No. 3 (2026): Jurnal Riset Multidisiplin Edukasi (Maret 2026)
Publisher : PT. Hasba Edukasi Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71282/jurmie.v3i3.1785

Abstract

This study aims to examine the effect of travel vlogs as video-based electronic word of mouth (e-WOM) on destination image, attitude toward destination, and tourist satisfaction in influencing revisit intention at Lembang Park & Zoo. Data were collected through an online questionnaire distributed to respondents who have watched travel vlogs related to Lembang Park and Zoo. This study employed a quantitative method using Structural Equation Modeling (SEM) with the assistance of SPSS and AMOS for data analysis. The results show that travel vlogs have a positive and significant effect on destination image, attitude toward destination, and tourist satisfaction, and these variables also have a positive and significant effect on revisit intention. These findings indicate that travel vlogs not only function as a source of information, but also shape tourists’ perceptions, attitudes, and evaluations, which in turn encourage revisit intention. Practically, destination managers should ensure that the quality of the tourist experience is consistent with how it is represented in travel vlogs.
Co-Authors Farah Fauziah* Ika Febrilia Melfina Nurul Azizah Usep Suhud