Hidayatulloh, Lukman (2026) PENGARUH SERVICESCAPE DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER TRUST SEBAGAI VARIABEL INTERVENING (Studi Pada Konsumen Empat Coffee and Space di Kota Cilegon). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study aims to determine the influence of Servicescape, Customer Experience, and Customer Loyalty, mediated by Customer Trust, on Empat Coffee and Space consumers in Cilegon City. The method used in this study is quantitative research. The population in this study were Empat Coffee and Space consumers in Cilegon City. The sample size of this study was 168 respondents, using Purposive Sampling and Convenience Sampling methods. The data analysis technique used in this study was Structural Equation Modeling (SEM) using the SmartPLS4 analysis tool. The results of this study indicate that: (1) Servicescape has a positive and significant effect on Customer Loyalty; (2) Customer Experience has a positive and significant effect on Customer Loyalty; (3) Customer Trust has a positive and significant effect on Customer Loyalty; (4) Servicescape has a positive and significant effect on Customer Trust; (5) Customer Experience has a positive and significant effect on Customer Trust; (6) Customer Trust mediates the effect of Servicescape on Customer Loyalty; (7) Customer Trust mediates the effect of Customer Experience on Customer Loyalty. Servicescape, Customer Experience, Customer Trust, Customer Loyalty.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk mengetahui pengaruh Servicescape, Customer Experience, dan Customer Loyalty yang dimediasi oleh Customer Trust pada konsumen Empat Coffee and Space di Kota Cilegon. Metode yang digunakan dalam penelitian ini adalah penelitian kuantitatif. Populasi dalam penelitian ini adalah konsumen Empat Coffee and Space di Kota Cilegon. Sampel penelitian ini berjumlah 168 responden dengan menggunakan metode Purposive Sampling dan Convenience Sampling. Teknik analisis data yang digunakan dalam penelitian ini adalah Structural Equation Modelling (SEM) dengan menggunakan alat analisis SmartPLS4. Hasil Penelitian ini menunjukan bahwa : (1) Servicescape berpengaruh positif dan signifikan terhadap Customer Loyalty; (2) Customer Experience berpengaruh positif dan signifikan terhadap Customer Loyalty; (3) Customer Trust berpengaruh positif dan signifikan terhadap Customer Loyalty; (4) Servicescape berpengaruh positif dan signifikan terhadap Customer Trust; (5) Customer Experience berpengaruh positif dan signifikan terhadap Customer Trust; (6) Customer Trust memediasi pengaruh Servicescape terhadap Customer Loyalty; (7) Customer Trust memediasi pengaruh Customer Experience terhadap Customer Loyalty. Lanskap Layanan, Pengalaman Pelanggan, Kepercayaan Pelanggan, Loyalitas Pelanggan | |||||||||
| Uncontrolled Keywords: | Servicescape, Customer Experience, Customer Trust, Customer Loyalty. Lanskap Layanan, Pengalaman Pelanggan, Kepercayaan Pelanggan, Loyalitas Pelanggan | |||||||||
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions |
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| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > 61201-Program Sarjana Manajemen |
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| Depositing User: | Lukman Hidayatulloh | |||||||||
| Date Deposited: | 02 Apr 2026 01:57 | |||||||||
| Last Modified: | 02 Apr 2026 01:57 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/59405 |
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