PENGARUH EMOSIONAL, KEMUDAHAN DAN PENGALAMAN PELANGGAN TERHADAP KEPUASAN PELANGGAN DI RUMAH MAKAN DI KOTA SURAKARTA

Sidiq Ahmad

Abstract


Thepurposeofthisstudywastoexaminetheemotionaleffect.The convenienceand customerexperienceofrestoranSurakarta'scustomersatisfaction.Thepopulationin this studywere allcustomersofrestoranSurakartacitywithatotalsample of100people.The dataanalysismethodused includesthe analysisofresearch instrumentsconsistingof validity  tests,  reliability  tests,  classical  assumption  tests,  and  hypothesis  testing.  The resultsofthisstudy partially showthatemotionalcharacteristics haveapositive and significanteffectoncustomersatisfactionatrestoraninSurakartacity ,convenience hasa positiveand  significanteffect  on  customer  satisfaction  at  restoran  inSurakarta  City, customerexperience hasapositive andsignificanteffectoncustomersatisfactionat restoran Surakartacity.


Keywords


emotional, convenience and customer experience, customer satisfaction

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DOI: https://doi.org/10.36600/rma.v13i1.354

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