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All Journal ESENSI: Jurnal Manajemen Bisnis Jurnal Manajemen Bisnis
Fadillah, Muhammad Abi
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences

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Customer Experience and Physical Environment Increasing Customer Satisfaction through Customer Value Fadillah, Muhammad Abi
ESENSI: Jurnal Manajemen Bisnis Vol 27 No 1 (2024): ESENSI: Jurnal Manajemen Bisnis
Publisher : Lembaga Riset dan Pengabdian Masyarakat (LRPM) Institut Bisnis Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55886/esensi jmb.v27i1.864

Abstract

Positioning is a matter in any business including the service industry. In general, any restaurant provides all convenience facility for customer. This study aims to increase customer satisfaction with specific unique positioning mediating by customer value in pet-friendly policy at Kina Café & Bar. The population of this study consists of visitors to Kina Café & Bar. Accidental sampling technique was used to select 250 respondents. Data analysis was conducted using Structural Equation Modeling (SEM) with the assistance of SmartPLS software. The results of this study indicate that customer experience has a significant impact on customer value and satisfaction. Additionally, customer experience has a significant impact on customer satisfaction through customer value. The physical environment significantly affects customer value and satisfaction. Additionally, customer value has a significant impact on customer satisfaction. Therefore, the physical environment indirectly affects customer satisfaction through customer value.
CUSTOMER EXPERIENCE AND PHYSICAL ENVIRONMENT INCREASING CUSTOMER SATISFACTION THROUGH CUSTOMER VALUE Fadillah, Muhammad Abi; Silitonga, Parlagutan
ESENSI: Jurnal Manajemen Bisnis Vol. 27 Issue 1 (2024)
Publisher : Institut Bisnis Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56943/esensi.v27i1.26

Abstract

Positioning is a matter in any business including the service industry. In general, any restaurant provides all convenience facility for customer. This study aims to increase customer satisfaction with specific unique positioning mediating by customer value in pet-friendly policy at Kina Café & Bar. The population of this study consists of visitors to Kina Café & Bar. Accidental sampling technique was used to select 250 respondents. Data analysis was conducted using Structural Equation Modeling (SEM) with the assistance of SmartPLS software. The results of this study indicate that customer experience has a significant impact on customer value and satisfaction. Additionally, customer experience has a significant impact on customer satisfaction through customer value. The physical environment significantly affects customer value and satisfaction. Additionally, customer value has a significant impact on customer satisfaction. Therefore, the physical environment indirectly affects customer satisfaction through customer value.
Co-Authors Parlagutan Silitonga