Research Article
Effect Of Consumer Value, Consumer Experience And Service Quality Of Customer Loyalty Through Consumer Satisfaction (Case Study On Beauty Care In Cilacap)
@INPROCEEDINGS{10.4108/eai.5-8-2020.2301221, author={Nandang Bekti Karnowati and Herni Justiana Astuti}, title={Effect Of Consumer Value, Consumer Experience And Service Quality Of Customer Loyalty Through Consumer Satisfaction (Case Study On Beauty Care In Cilacap)}, proceedings={Proceedings of the 2nd International Conference of Business, Accounting and Economics, ICBAE 2020, 5 - 6 August 2020, Purwokerto, Indonesia}, publisher={EAI}, proceedings_a={ICBAE}, year={2020}, month={10}, keywords={consumer value customer experience service quality customer satisfaction customer loyalty}, doi={10.4108/eai.5-8-2020.2301221} }- Nandang Bekti Karnowati
Herni Justiana Astuti
Year: 2020
Effect Of Consumer Value, Consumer Experience And Service Quality Of Customer Loyalty Through Consumer Satisfaction (Case Study On Beauty Care In Cilacap)
ICBAE
EAI
DOI: 10.4108/eai.5-8-2020.2301221
Abstract
This study aims to analyze the effect of consumer value, customer experience, service quality to customer loyalty trhrought customer satisfaction. This study uses a purposive sampling technique with 84 respondents who are beauty clinic patients who have changed services from previous beauty clinics and are currently using beauty care for 1 year at the current beauty clinic. Questionnaire data were processed using Partial Least Square (PLS) analysis with testing measurement model (outer) model and inner model with path coefficient. The results of the analysis show that consumer value and service quality have a positive effect on customer satisfaction. The consumer experience variable has a positive effect on customer loyalty. However, the consumer value of customer service quality and customer satisfaction does not affect to customer loyalty. While consumer experience has no effect on customer satisfaction. The variable customer satisfaction is not able to mediate consumer value, consumer experience and service quality to beauty care loyalty.
