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Journal : Jurnal Ilmu Manajemen (JIM)

Peran Mediasi Kepuasan Pelanggan pada Pengaruh Keterikatan Emosi terhadap Loyalitas Pelanggan Rolag Kopi Kayoon Surabaya Maulidina, Lintang Lilla Lilla; Sanaji, Sanaji
Jurnal Ilmu Manajemen Vol 8, No 4 (2020)
Publisher : UNESA In Collaboration With APSMBI (Aliansi Program Studi dan Bisnis Indonesia)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (17.968 KB) | DOI: 10.26740/jim.v8n4.p1362-1371

Abstract

This study aims to analyze the effect of emotional attachment on customer loyalty through customer satisfaction as a mediating variable. This research uses quantitative methods, nonprobability sampling, the sampling method used was purposive sampling and the sample in this study was 200 respondents. The data were analyzed using path analysis. The results of this study are that there is a positive influence of emotional attachment on customer satisfaction and there is a positive effect of customer satisfaction on customer loyalty at Rolag Kopi Kayoon Surabaya.