Pengaruh Customer Experience, E-Wom, Dan Service Recovery Terhadap Loyalitas Pelanggan Chobite Kabupaten Sidoarjo
DOI:
https://doi.org/10.65310/kd89vf98Kata Kunci:
Customer Experience, Electronic Word Of Mouth, Service Recovery, Customer LoyaltyAbstrak
This study aims to analyze the effect of customer experience, electronic word of mouth (e-WOM), and service recovery on customer loyalty at Chobite Sidoarjo. This research employs a quantitative approach using a survey method, with data collected through questionnaires distributed to customers of Chobite Sidoarjo. The sampling technique used was purposive sampling, while data analysis was conducted using SPSS, including validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing. The results indicate that customer experience, e-WOM, and service recovery simultaneously have a positive and significant effect on customer loyalty. Partially, each independent variable also shows a significant influence on customer loyalty. These findings suggest that positive customer experiences, digital consumer communication, and effective service recovery practices play an important role in building and maintaining customer loyalty.
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Hak Cipta (c) 2026 Sofia Nur Ajizah, Ida Ayu Sri Brahmayanti (Author)
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