Analysis of Effect of Service Quality, Physical Environment And Customer Experience To Customer Loyalty Through Customer Satisfaction of Visitor Starbucks Coffee In Samarinda

DOI

10.2991/icmemm-18.2019.7How to use a DOI?

Keywords

Service Quality, Physical Environment, Customer Experience, Customer Satisfaction, Customer Loyalty

Abstract

This study aims to determine the effect of service quality, physical environment and customer experience to customer loyalty through customer satisfaction on Starbucks coffee visitors in Samarinda ,. The research data obtained were then analyzed using the structural equation modeling (SEM) analysis tool using the analysis of moment structure (AMOS) software. The result of this research shows that service quality and physical environment have significant influence directly to customer satisfaction and to customer loyalty, other districts of customer experience have not significant effect either directly on customer satisfaction and customer loyalty, and customer satisfaction as intervening variable significantly customer loyalty, thus very precise research puts customer satisfaction as variable intervening

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Besse Asniwaty
AU  - Muhta Sehe
AU  - Bobby Siswanto
AU  - Satryawati
PY  - 2019/03
DA  - 2019/03
TI  - Analysis of Effect of Service Quality, Physical Environment And Customer Experience To Customer Loyalty Through Customer Satisfaction of Visitor Starbucks Coffee In Samarinda
BT  - Proceedings of the First International Conference on Materials Engineering and Management - Management Section (ICMEMm 2018)
PB  - Atlantis Press
SP  - 30
EP  - 36
SN  - 2352-5428
UR  - https://doi.org/10.2991/icmemm-18.2019.7
DO  - 10.2991/icmemm-18.2019.7
ID  - Asniwaty2019/03
ER  -