Pengaruh Customer Experience dan Servicescape terhadap Loyalitas Pelanggan melalui Customer Satisfaction sebagai Variabel Interverning pada Me & Coffee Works Wahid Hasyim Medan

Abstract

The history of this modern coffee shop comes from America, where the characteristics of service and delivery are fast. One of the coffee shops in Medan is Me & Coffee. Me & Coffee in the coffee world of Medan City. This study aims to determine and analyze the effect of customer experience and servicescape on customer loyalty through customer satisfaction as an interverning variable in me & coffee works Wahid Hasyim Medan. The population in this study is the people of Medan City who have visited at least 2 times with an unknown amount. The sampling technique in this study was non-probability sampling as many as 85 respondents. The data analysis method uses Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results of the study show that customer experience has an effect on customer loyalty. Servicescape influences customer loyalty. Customer experience influences customer satisfaction. Servicescape influences customer satisfaction. Customer satisfaction affects customer loyalty. Customer experience influences customer loyalty through customer satisfaction as an interverning variable. Servicescape influences customer loyalty through customer satisfaction as an interverning variable.