eprintid: 59405
rev_number: 24
eprint_status: archive
userid: 18159
dir: disk0/00/05/94/05
datestamp: 2026-04-02 01:57:55
lastmod: 2026-04-02 01:57:55
status_changed: 2026-04-02 01:57:55
type: thesis
metadata_visibility: show
contact_email: lukmanhidayatulloh23@gmail.com
creators_name: Hidayatulloh, Lukman
creators_id: 5551230149
contributors_type: http://www.loc.gov/loc.terms/relators/THS
contributors_name: Lutfi, LUTFI
contributors_name: AZIE SETYA, YANTO
contributors_id: 196711032005011001
contributors_id: 197710072005011002
corp_creators: UNIVERSITAS SULTAN AGENG TIRTAYASA
corp_creators: FAKULTAS EKONOMI DAN BISNIS
corp_creators: JURUSAN MANAJEMEN
title: PENGARUH SERVICESCAPE DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER TRUST SEBAGAI VARIABEL INTERVENING (Studi Pada Konsumen Empat Coffee and Space di Kota Cilegon)
ispublished: pub
subjects: HB
subjects: HC
divisions: FEB
divisions: Managemen
full_text_status: restricted
keywords: Servicescape, Customer Experience, Customer Trust, Customer Loyalty.
Lanskap Layanan, Pengalaman Pelanggan, Kepercayaan Pelanggan, Loyalitas Pelanggan
note: 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
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.
date: 2026
date_type: published
pages: 158
institution: UNIVERSITAS SULTAN AGENG TIRTAYASA
department: MANAJEMEN
thesis_type: sarjana
thesis_name: sarjana
citation:   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.   
document_url: https://eprints.untirta.ac.id/59405/1/Lukman%20Hidayatulloh_5551230149_FULL%20TEXT.pdf
document_url: https://eprints.untirta.ac.id/59405/2/Lukman%20Hidayatulloh_5551230149_PERSETUJUAN%20PENGESAN%20PERNYATAAN.pdf
document_url: https://eprints.untirta.ac.id/59405/3/Lukman%20Hidayatulloh_5551230149_01.pdf
document_url: https://eprints.untirta.ac.id/59405/4/Lukman%20Hidayatulloh_5551230149_02.pdf
document_url: https://eprints.untirta.ac.id/59405/5/Lukman%20Hidayatulloh_5551230149_03.pdf
document_url: https://eprints.untirta.ac.id/59405/6/Lukman%20Hidayatulloh_5551230149_04.pdf
document_url: https://eprints.untirta.ac.id/59405/7/Lukman%20Hidayatulloh_5551230149_05.pdf
document_url: https://eprints.untirta.ac.id/59405/8/Lukman%20Hidayatulloh_5551230149_REFF.pdf
document_url: https://eprints.untirta.ac.id/59405/9/Lukman%20Hidayatulloh_5551230149_LAMP.pdf