Pengaruh Customer Experience Dan Kepuasan Pelanggan Pelanggan Terhadap Loyalitas Pelanggan Smartfren

Authors

  • Mega Hernawan Institut STIAMI
  • Cundo Harimurti Institut Ilmu Sosial dan Manajemen STIAMI

DOI:

https://doi.org/10.31334/jambis.v1i4.1808

Keywords:

Customer Experience, Customer Satisfaction, Customer Loyalty

Abstract

The purpose of this study was to determine the effect of customer experience and customer satisfaction on customer loyalty to Smartfren. This research was conducted using quantitative methods through the distribution of questionnaires. The population was 60,000 members of Smartfren Community with a sample of 140 respondents. The results of the F-test conducted using SPSS version 26.0 show that Customer Experience and Customer Satisfaction variables simultaneously have a positive and significant influence on Customer Satisfaction. This is evidenced by the f-value of 78.202, which is greater than the f-table value of 3.06. The positive and significant effect is also evidenced by the value of the determinant of the coefficient of 53.3%.

Author Biography

Mega Hernawan, Institut STIAMI

Mega Hernawan is an Alumni of the Business Administration Study Program, Institute of Social Sciences and Management STIAMI

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Published

2021-08-31

Issue

Vol. 1 No. 4: Agustus 2021

Section

Articles

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