PENGARUH KEPUASAN PRODUK, KEPUASAN LAYANAN, DAN PENGALAMAN BERBELANJA TERHADAP LOYALITAS PELANGGAN MIE GACOAN KOTA SUNGAILIAT, KABUPATEN BANGKA

(JEMS) Jurnal Entrepreneur dan Manajemen Sains 2026 Open access

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Authors: Abdillah Zahid At-Taqiy, Reski Mauliana, Lamia Eva Rini, Lusi Olis Vera, Ummu Artha Tsary Rumalessin
DOI: 10.36085/jems.v7i1.9981
Cited by: 0

Abstract

This study analyzes the effect of product satisfaction, service satisfaction, and shopping experience on customer loyalty at Mie Gacoan Sungailiat. Using a quantitative approach, 50 respondents were surveyed and analyzed via multiple linear regression in SPSS. The results show that while simultaneously significant, partially only product satisfaction and shopping experience significantly affect loyalty, whereas service satisfaction does not. These variables explain 63.1% of loyalty variance. Despite sample limitations, this study contributes by suggesting management prioritize product quality and store atmosphere over service interactions to maintain loyalty. Kata Kunci: product satisfaction, service satisfaction, shopping experience, customer loyalty.

Fields of Study & Subjects

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Consumer Retail Behavior Studies

Publication details

Journal / source
(JEMS) Jurnal Entrepreneur dan Manajemen Sains
Volume
7
Issue
1
Pages
653–666
Publication date
27 January 2026
Language
EN