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Syahyono
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Humanities Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Social Sciences

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Pengaruh Custemer Experience dan Kepercayaan Pelanggan Terhadap Kepuasan Pelanggan Syahyono; Chendy Rachman, Osama
Economic Reviews Journal Vol. 4 No. 2 (2025): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v4i2.687

Abstract

Customer experience is one of the elements that can increase customer satisfaction. Positive experiences will be remembered by customers and have the potential to increase their loyalty to certain brands. This study aims to analyse the effect of customer experience on customer satisfaction and loyalty. The research was conducted with a quantitative approach using the explanatory method. Respondents of this study were customers who had transacted at one of the fast food restaurants in Malang, with a sample size of 100 people selected through purposive sampling. Data were analysed using path analysis techniques. The results showed that customer experience has a significant effect on customer satisfaction (coefficient β = 0.682; p-value = 0.000) and customer loyalty (coefficient β = 0.295; p-value = 0.002). In addition, customer satisfaction is also shown to have a significant effect on customer loyalty (coefficient β = 0.488; p-value = 0.000). Based on these results, fast food restaurants are advised to improve service quality, products, and store atmosphere to support customer satisfaction and loyalty.
The Absorptive Capacity and Knowledge Sharing Models on Seblak MSMEs Business Performance in Bekasi Syahyono; Chusnul Rahmawati; Devi Virgiana Hermansyah; Erika Nurhayani; Arianto, Quanita Elisya
PESHUM : Jurnal Pendidikan, Sosial dan Humaniora Vol. 4 No. 2: Februari 2025
Publisher : CV. Ulil Albab Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/peshum.v4i2.7383

Abstract

This study analyzes the influence of absorptive capacity and knowledge sharing on the business performance of Seblak MSMEs in Bekasi City. In the increasingly competitive food industry, absorptive capacity, as an organization's ability to acquire, assimilate, and utilize external knowledge, becomes an important factor for innovation and market response. In addition, knowledge sharing also supports the exchange of information and expertise within and between organizations, thereby improving product quality and operational efficiency. Through a descriptive quantitative approach, data were collected from 100 MSMEs through purposive sampling techniques and analyzed using the SEM-PLS (Structural Equation Modeling Partial Least Squares) method. The results reveal that absorptive capacity and knowledge sharing have a significant and positive influence on business performance, both directly and through synergistic interactions. The findings emphasize the importance of structured knowledge management and a culture of collaboration to drive innovation and improve competitiveness. The practical implications of this study include recommendations for MSMEs to strengthen absorptive capacity and optimize knowledge sharing practices as a strategy to improve market position and business sustainability.
Co-Authors Arianto, Quanita Elisya Chendy Rachman, Osama Chusnul Rahmawati Devi Virgiana Hermansyah Erika Nurhayani