The Influence of Customer Experience towards Customer Satisfaction and Loyalty on Plaza Telkom

Abstract

The objective of this research is to test customer experience on Plaza Telkom. This research tests 11 customer experience factors and identifies its influence on customer satisfaction and loyalty intention. Factor which influences customer experience and its influence on their satisfaction and loyalty undergo confirmatory factor analysis on PLS-SEM. This particular research only measure the customer experience on Plaza Telkom, hence, other service sector needs to be widened. With the factors gotten from this research, the manager of Plaza Telkom will be able to identify customer’s demand and make strategic and effective ways to satisfy them and increase their loyalty. Based on the researcher’s opinion, this particular research is a newest one in measuring customer experience on Plaza Telkom. Keywords. customer experience; customer satisfaction; loyalty intention