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All Journal Majapahit Journal of Islamic Finance dan Management
Iman Maulana
Universitas Djuanda, Bogor, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Mediating Role of Job Satisfaction in the Relationship Between Customer Experience and Customer Retention Iman Maulana; Erni Yuningsih; Yulianingsih Yulianingsih
Majapahit Journal of Islamic Finance and Management Vol. 6 No. 1 (2026): Islamic Finance and Management
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/mjifm.v6i1.833

Abstract

This study aims to analyze the mediating role of job satisfaction in the relationship between customer experience and customer retention. This research method uses a quantitative approach with primary data obtained through a questionnaire with a Likert scale. The sample size used in this study was 100 Buana Trip customers. Data analysis was conducted using the method Partial Least Squares – Structural Equation Modeling (SEM-PLS). The research results show that Customer Experience has a positive and significant effect on Customer Satisfaction, while Customer Satisfaction has a positive and significant effect on Customer Retention. Furthermore, Customer Experience also has a direct and indirect effect on Customer Retention through Customer Satisfaction.
Co-Authors Erni Yuningsih Yulianingsih Yulianingsih