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All Journal AT TARIIZ : Jurnal Ekonomi dan Bisnis Islam FORUM EKONOMI: Jurnal Ekonomi, Manajemen dan Akuntansi
Firlianzo, Muhammad
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Other

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The Role of Experiential Value in Mediating the Effect of Product Quality and Service Encounter on Customer Loyalty at Tomoro Coffee Balikpapan Firlianzo, Muhammad; Kuleh, Yohanes; Adhimursandi, Doddy
FORUM EKONOMI: Jurnal Ekonomi, Manajemen dan Akuntansi Vol. 27 No. Special Issue (2025): Desember
Publisher : FEB Universitas Mulawarman

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30872/jfor.v27i1/4447

Abstract

This study investigates the mediating role of experiential value in the relationship between product quality, service encounter, and customer loyalty at Tomoro Coffee Balikpapan. The research aims to understand how customers’ perceived experiences influence their loyalty in the modern coffee shop industry. Using a quantitative approach which is data were collected through questionnaires distributed to 162 respondents who are regular customers of Tomoro Coffee. The data were analyzed using PLS-SEM with SmartPLS 4.0 software. The results show that product quality and service encounter have a positive and significant effect on experiential value and customer loyalty. Furthermore, experiential value has a positive and significant impact on customer loyalty and acts as a partial mediator in the relationship between product quality, service encounter, and customer loyalty. These findings confirm that customer experiences play a crucial role in transforming perceptions of quality and service into long-term loyalty. The study contributes theoretically by reinforcing the importance of experiential marketing and value creation in the coffee shop industry, while practically guiding managers to enhance both tangible and intangible service aspects to strengthen customer loyalty
PENGARUH KUALITAS LAYANAN ELEKTRONIK ULASAN ELEKTRONIK PROMOSI TERHADAP KEPERCAYAAN PELANGGAN DAN KEPUTUSAN PEMBELIAN LAYANAN PENGANTARAN MAKANAN ONLINE DI SAMARINDA Hadi, Amirul; Ilman, Rizqin; Putra Nugraha, Noviandy; Azhari, Fachmi; Haryanto, Iwan; Firlianzo, Muhammad; Rahmawati, Rahmawati
AT TARIIZ : Jurnal Ekonomi dan Bisnis Islam Vol 5 No 01 (2025): AT TARIIZ : JURNAL EKONOMI DAN BISNIS ISLAM
Publisher : Pusat Studi Ekonomi, Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/attariiz.v5i01.2226

Abstract

This study aims to analyze the effect of E-Service Quality, Electronic Word of Mouth (eWOM), and Promotion on Customer Trust and Purchase Decisions in online food delivery services (GoFood, GrabFood, ShopeeFood) in Samarinda. The growth of the digital economy requires a deep understanding of the factors that drive consumer decisions. This study uses a quantitative approach with a survey method of application users in Samarinda City. The data analysis technique uses Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results showed that E-Service Quality, eWOM, and Promotion had a positive and significant effect on Customer Trust. In addition, the three independent variables, along with Customer Trust as a mediating variable, have a positive effect on Purchase Decisions. These findings indicate that to win the market in Samarinda, service providers must optimize application interfaces, manage customer reviews, and design strategic promotions to build trust that leads to purchases.
Co-Authors Amirul Hadi, Amirul Azhari, Fachmi Doddy Adhimursandi Haryanto, Iwan Ilman, Rizqin Kuleh, Yohanes Putra Nugraha, Noviandy Rahmawati, Rahmawati