Majapahit Journal of Islamic Finance dan Management
Vol. 6 No. 1 (2026): Islamic Finance and Management

The Mediating Role of Job Satisfaction in the Relationship Between Customer Experience and Customer Retention

Maulana, Iman (Unknown)
Yuningsih, Erni (Unknown)
Yulianingsih, Yulianingsih (Unknown)

Article Info

Publish Date
17 Apr 2026

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.

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Journal Info
Majapahit Journal of Islamic Finance dan Management
Website

Abbrev

majapahit

Publisher

Institut Pesantren KH Abdul Chalim

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Majapahit Journal of Islamic Finance and Management (MJIFM) is a journal published by Department of Sharia Economics Universitas KH. Abdul Chalim Mojokerto Indonesia twice a year (June and December). The focus and scope have been adjusted to meet the high standards and wide coverage typical of ...