Accounting and Management Journal
Vol 9 No 2 (2025): Accounting and Management Journal

The Effect of Experience Quality on Customer Loyalty (Evidence From a Coffee Shop)

Kartika, Nurullaily (Unknown)
Usman, Indrianawati (Unknown)
Lestari, Yetty Dwi (Unknown)
Wurjaningrum, Febriana (Unknown)
​Auliandri, Tuwanku Aria​ (Unknown)
Barinta, Dunga Dwi (Unknown)
Chrysanti, Laurencia (Unknown)

Article Info

Publish Date
31 Dec 2025

Abstract

The study aims to examine the influence of experience quality on customer perceived value and customer satisfaction, and to see its impact on Amstirdam Coffee customer loyalty. Respondents in this study numbered 222 people who are Amstirdam Coffee customers and have visited and purchased Amstirdam Coffee products more than once. Data collection in this study was conducted by distributing online questionnaires. This study used Structural Equation Modeling (SEM) and was tested using SmartPLS software.  The results show a positive and significant influence of experience quality on customer perceived value and customer satisfaction. However, this study also found a positive, insignificant relationship between experience quality and customer loyalty.

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Journal Info
Accounting and Management Journal
Website

Abbrev

AMJ

Publisher

Universitas Nahdlatul Ulama Surabaya

Subject

Decision Sciences, Operations Research & Management

Description

Accounting and Management Journal is a scientific peer-reviewed journal published by Faculty of Economics and Business, Universitas Nahdlatul Ulama Surabaya, Indonesia. Since Established in 2017, AMJ is intended Provide a medium for dissemination of original and quality research on various topic in ...