The effect of experience quality on customer loyalty mediated by emotion: A study on ethnic restaurant consumers in Malang City

Chintia Chintia, Ananda Sabil Hussein and Nanang Suryadi
Additional contact information
Chintia Chintia: Faculty of Economic and Business, University of Brawijaya, Bojongloa, Kopo Bandung, 40233 Bandung, Indonesia.
Ananda Sabil Hussein: Faculty of Economic and Business, University of Brawijaya, Bojongloa, Kopo Bandung, 40233 Bandung, Indonesia.
Nanang Suryadi: Faculty of Economic and Business, University of Brawijaya, Bojongloa, Kopo Bandung, 40233 Bandung, Indonesia.

International Journal of Research in Business and Social Science (2147-4478), 2022, vol. 11, issue 7, 17-22

Abstract: The food and beverage industry is one of the industries driving the economy in Indonesia, which will always grow and stay alive. This research will look at aspects influencing consumer behavior regarding dining places. This research uses experience quality as an independent variable that affects customer loyalty, with emotion and perceived authenticity as mediating variables. This research is categorized as explanatory research. Respondents in this research were consumers who had visited Ethnic Restaurants in Malang City, and the determination of the number of samples in this research used a purposive sampling technique with a total sample of 200 respondents. The data collection method used a questionnaire and the data were analyzed by PLS-SEM. The findings of this research indicate that experience quality and emotion have a significant effect on customer loyalty. Emotion also plays a role in mediating the relationship between experience quality and customer loyalty. Meanwhile, perceived authenticity has no significant effect on customer loyalty and cannot mediate the relationship between experience quality and customer loyalty. Key Words:Experience Quality, Customer Loyalty, Emotion, Ethnic

Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/2051/1463 (application/pdf)
https://doi.org/10.20525/ijrbs.v11i7.2051 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:rbs:ijbrss:v:11:y:2022:i:7:p:17-22

Access Statistics for this article

International Journal of Research in Business and Social Science (2147-4478) is currently edited by Prof.Dr.Umit Hacioglu

More articles in International Journal of Research in Business and Social Science (2147-4478) from Center for the Strategic Studies in Business and Finance Editorial Office,Baris Mah. Enver Adakan Cd. No: 5/8, Beylikduzu, Istanbul, Turkey. Contact information at EDIRC.
Bibliographic data for series maintained by Umit Hacioglu ().