CUSTOMER LOYALTY IN TERMS OF SATISFACTION AND EXPERIENCE THROUGH TRUST AS MEDIATION

Oktalina, Maruti CUSTOMER LOYALTY IN TERMS OF SATISFACTION AND EXPERIENCE THROUGH TRUST AS MEDIATION. CUSTOMER LOYALTY IN TERMS OF SATISFACTION AND EXPERIENCE THROUGH TRUST AS MEDIATION.

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Abstract

This study aims to see the effect of Customer Satisfaction and Customer Experience on customer loyalty with trust as mediation in the Lab. Parahita Diagnostic Center Branch Surakarta, the population in this study, were all customers of the laboratory Parahita Diagnostic Center Branch Solo who had examined more than 2 times and aged over 17 years totaling 12. 758 people with a sample of 100 Lab customers. Parahita Diagnostic Center Branch Surakarta. The structural equation modeling data analysis method will be employed in this investigation. Partial least squares (PLS) path analysis was utilized in this investigation, with SmartPLS software. Based on the findings of the analysis and discussion, it is possible to conclude that customer satisfaction has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer trust, customer experience has a positive and significant effect on customer loyalty, customer experience has a positive and significant effect on customer trust, customer trust has a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on customer trust.

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