The Effect of Customer Experience and Service Quality on Customer Satisfaction on Customer Loyalty

R. A. Aryanti Wardaya Puspokusumo, Natasha Claudia Aristya, Meiryani

2021

Abstract

The purpose of this research is to know the influence of Customer Experience and Service Quality on Customer Satisfaction that has an impact on Customer Loyalty. The respondents were customers of pt’s new company. Thanks to Copyright Creations. This method is SEM (Structural Equation Modelling) method used as data analysis technique, SmartPLS v 3.2.6 program is used to analyze data obtained after research. The results of this study showed that customers did not experience a significant increase and many customers did not return.

Paper Citation

in Harvard Style

Wardaya Puspokusumo R., Claudia Aristya N. and Meiryani. (2021). The Effect of Customer Experience and Service Quality on Customer Satisfaction on Customer Loyalty. In Proceedings of the 2nd International Conference on Recent Innovations - Volume 1: ICRI, ISBN 978-989-758-602-6, pages 70-73. DOI: 10.5220/0011243000003376

in Bibtex Style

@conference{icri21,
author={R. A. Aryanti Wardaya Puspokusumo and Natasha Claudia Aristya and Meiryani},
title={The Effect of Customer Experience and Service Quality on Customer Satisfaction on Customer Loyalty},
booktitle={Proceedings of the 2nd International Conference on Recent Innovations - Volume 1: ICRI,},
year={2021},
pages={70-73},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011243000003376},
isbn={978-989-758-602-6},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 2nd International Conference on Recent Innovations - Volume 1: ICRI,
TI - The Effect of Customer Experience and Service Quality on Customer Satisfaction on Customer Loyalty
SN - 978-989-758-602-6
AU - Wardaya Puspokusumo R.
AU - Claudia Aristya N.
AU - Meiryani.
PY - 2021
SP - 70
EP - 73
DO - 10.5220/0011243000003376