PENGARUH EXPERIENTIAL VALUE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MODERATING (survei terhadap pelanggan Lawangwangi creative space cafe) - Rani Trismayanti, - (2017)
ABSTRAK: Penelitian ini dilakukan untuk mengidentifikasi pengaruh experiential value terhadap customer loyalty dengan customer satisfaction sebagai variabel moderating. Teknik analisis yang digunakan adalah analisis regresi berganda MRA (Moderated Regression Analysis) dengan sampel sebanyak 112 responden pelanggan Lawangwangi Creative Space Cafe. Hasil penelitian menunjukan bahwa pembentuk experiential value yang terdiri dari customer return on investment, service excellence, aethetistic dan playfullness mem-berikan dampak positif pada customer loyalty dengan customer satisfaction sebagai vaiabel moderating. Kata kunci : Experiential Value, Customer Loyalty, Customer Satisfaction, dan Lawangwangi Creative Space Cafe. ABSTRACT: This research was conducted to identify the effect of experiential value on customer loyalty with customer satisfaction as moderating variable. Analysis technique used is multiple regression analysis of MRA (Moderated Regression Analysis) with sample counted 112 respondents Lawangwangi Creative Space Cafe customers. The result of research shows that experiential value formers consisting of customer return on investment, service excellence, aethetistic and playfullness give positive impact on customer loyalty with cus-tomer satisfaction as moderating variable. Keywords : Experiential Value, Customer Loyalty, Customer Satisfaction, and Lawangwangi Creative Space Cafe.