The Effect of Customer Satisfaction, Service Quality, Customer Experience, and Trust on Customer Loyalty at Point Coffee Rajawali Branch in Palembang City

##plugins.themes.bootstrap3.article.sidebar##

Download PDF
Published: Apr 25, 2026
Keywords:
Customer satisfaction, Service quality, Customer experience, Trust, Customer loyalt Satisfaction
Issue
Vol. 17 No. 2 (2026): March: Management Science
Section
Articles
Statistics Article
Article View : 0 Times

##plugins.themes.bootstrap3.article.main##

Agung Wijaya
Deparment of management , Multi Data University Palembang, Indonesia
Nyimas Artina
Deparment of management , Multi Data University Palembang, Indonesia

Abstract

A This study aims to examine the influence of customer satisfaction, service quality, customer experience, and trust on customer loyalty at Point Coffee Rajawali Branch in Palembang. This research used a quantitative approach with a causal associative design. The population consisted of 310 customers, and 175 respondents were selected using purposive sampling based on the Slovin formula with a 5% error tolerance. Data analysis was conducted using multiple linear regression.The results show that customer satisfaction, service quality, and customer experience have a positive and significant effect on customer loyalty. Meanwhile, trust does not have a significant effect on customer loyalty. Simultaneously, all independent variables significantly influence customer loyalty. Customer satisfaction is the most dominant factor affecting customer loyalty at Point Coffee Rajawali Palembang.

##plugins.themes.bootstrap3.article.details##

How to Cite
Wijaya, A., & Artina, N. (2026). The Effect of Customer Satisfaction, Service Quality, Customer Experience, and Trust on Customer Loyalty at Point Coffee Rajawali Branch in Palembang City. ProBisnis : Jurnal Manajemen, 17(2), 1167–1170. Retrieved from https://ejournal.joninstitute.org/index.php/ProBisnis/article/view/1495
References
Ariasih, N. K., Putra, I. G. N. A., & Dewi, N. M. W. (2023). Customer loyalty indicators in retail service industry. Journal of Marketing Management, 12(2), 45–56.
Ghozali, I. (2021). Aplikasi analisis multivariate dengan program IBM SPSS (10th ed.). Semarang: Badan Penerbit Universitas Diponegoro
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Mujito, M., Sari, D., & Pratama, A. (2024). Customer experience and satisfaction in the coffee shop industry. Journal of Consumer Behavior, 15(1), 35–45.
Tjiptono, F. (2019). Strategi pemasaran (4th ed.). Yogyakarta: Andi.
Yoo, M., & Bai, B. (2013). Customer loyalty marketing research. Journal of Hospitality Marketing & Management, 22(3), 1–23.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill.