PENGARUH CUSTOMER ENGAGEMENT, CUSTOMER VALUE, DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER SATISFACTIONPADA PELANGGAN SARUNG POHON KORMA TEGAL

Authors

Siti Nurhidayati Universitas Pancasakti Tegal
Ahmad Hanfan Universitas Pancasakti Tegal
Makmur Sujarwo Universitas Pancasakti Tegal

DOI:

Keywords:

Customer Engagement, Customer Value, Customer Experience, Customer Satisfaction

Abstract

This study aims to analyze the influence of customer engagement, customer value, and customer experience on customer satisfaction among customers of Pohon Korma Sarong in Tegal. This research applied a quantitative approach, where data were collected through questionnaires from 100 respondents and analyzed using multiple linear regression. The analysis results show that partially and simultaneously, the variables of customer engagement, customer value, and customer experience have a positive and significant effect on customer satisfaction. Among the three independent variables, customer experience was proven to be the most dominant factor influencing customer satisfaction. The Adjusted R Square value of 0.835 indicates that 83.5% of the variation in customer satisfaction can be explained by these three variables , while the remaining 16.5% is influenced by other factors outside this research model. These findings recommend that the company focus on holistically improving the customer experience, in addition to maintaining customer engagement and customer value, to effectively enhance customer satisfaction

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