Main Content
Lembaga Kita Journal Portal

Abstract

This study aims to examine the effect of customer experience on customer loyalty at Floor Coffee Shop in Bengkalis Regency, Indonesia. A quantitative research method with an associative approach was employed to investigate the relationship between the two variables. Data were collected through questionnaires distributed to 100 customers of Floor Coffee Shop who were selected using a purposive sampling technique, with the sample size determined using the Lemeshow formula. The research instrument was confirmed to be valid and reliable. The collected data were analyzed using descriptive statistics, classical assumption tests, simple linear regression, correlation analysis, the coefficient of determination, and the partial t-test with the assistance of SPSS software. The results indicate that customer experience has a positive and significant effect on customer loyalty. A favorable customer experience, reflected through effective touchpoints, an appropriate service context, and high-quality experiences, enhances customer loyalty by encouraging repeat purchases, positive word-of-mouth recommendations, and long-term commitment to Floor Coffee Shop. These findings suggest that improving customer experience is essential for strengthening customer loyalty and maintaining sustainable business competitiveness. Therefore, the management of Floor Coffee Shop should continuously enhance service quality, create a comfortable atmosphere, and provide adequate facilities to foster long-term customer relationships.

Keywords

Customer experience Customer loyalty Coffee shop Consumer behavior Quantitative research

How to Cite

Citation Format
Lukman Fauza, W., & Astuti, D. (2026). Analyzing the Effect of Customer Experience on Customer Loyalty at Floor Coffee Shop. International Journal of Management Science and Information Technology, 6(2), 1340-1346. https://doi.org/10.35870/ijmsit.v6i2.7895

References

12 References
  • Aurelia, M. A., & Susanti, E. D. (2025). Faktor Yang Mempengaruhi Loyalitas Pelanggan. Jurnal Sinabis, 1(2), 482–488.
  • Badan Pusat Statistik Kabupaten Bengkalis. (2026). Kecamatan Bengkalis Dalam Angka 2026. Bengkalis: Badan Pusat Statistik Kabupaten Bengkalis.
  • Bolton, R. N., Gustafsson, A., Tarasi, C. O., & Witell, L. (2022). Designing satisfying service encounters: website versus store touchpoints. Journal of the Academy of Marketing Science, 50(1), 85–107. https://doi.org/10.1007/s11747-021-00808-9
  • Felicia, & Delliana, S. (2023). Pengaruh Komunikasi Antarpribadi Customer Service Terhadap Customer Loyalty Credit Union Bina Seroja. KALBISIANA Jurnal Sains, Bisnis dan Teknologi, 9(1), 1-11.
  • Ghozali, I. (2021). Aplikasi Analisis Multivariate dengan Program IBM SPSS 26 (Edisi ke-10). Semarang: Badan Penerbit Universitas Diponegoro.
  • Maulida, W. U., Andari, T. T., & Yulianingsih, Y. (2024). Pengaruh Brand Trust, Customer Value dan Customer Experience terhadap Customer Satisfaction pada CV. Syifa Adventure. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 4(3), 1023–1035. https://doi.org/10.37481/jmeb.v4i3.858
  • Munawir, M., & Sri Sulistyawati, U. (2023). Penerapan Strategi Marketing Pada Aisyah Desert and Drinks Menggunakan Landing Page. Jurnal Manajemen Sistem Informasi (JMASIF), 1(2), 76-82. https://doi.org/10.35870/jmasif.v1i2.125
  • Rahayu, S., & Faulina, S. T. (2022). Pengaruh Digital Customer Experience dalam Menciptakan Customer Satisfaction dan Customer Loyalty di Era Digital. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 5(1), 1–13. https://doi.org/10.36778/jesya.v5i1.568
  • Sahgira, N. N., Dewi, H. P., & Harahap, Z. C. M. (2025). Pengaruh Customer Experience, Review Product dan Perceived Value terhadap Repurchase Intention Konsumen Shopee pada Mahasiswa Universitas Battuta. AKADEMIK: Jurnal Mahasiswa Humanis, 5(2), 1039–1053. https://doi.org/10.37481/jmh.v5i2.1441
  • Seduram, L., Mamun, A. Al, Salameh, A. A., Perumal, S., & Shaari, H. (2022). Predicting Smartphone Brand Loyalty Using Four-Stage Loyalty Model. SAGE Open, 12(2). https://doi.org/10.1177/21582440221099295
  • Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D (Edisi Kedua). Bandung: Alfabeta
  • Yusuf, Z., Sarboini, S., Mariati, M., Amri, S., & Rizal, S. (2021). The Effect of Advertising and Consumer Satisfaction on Consumer Loyalty to Pepsodent Products in Banda Aceh City. International Journal of Management Science and Information Technology, 1(2), 36-44. https://doi.org/10.35870/ijmsit.v1i2.441

Author Biographies

Wan Lukman Fauza, Politeknik Negeri Bengkalis

Digital Business Study Program, Politeknik Negeri Bengkalis, Bengkalis Regency, Riau Province, Indonesia

Dwi Astuti, Politeknik Negeri Bengkalis

Digital Business Study Program, Politeknik Negeri Bengkalis, Bengkalis Regency, Riau Province, Indonesia

License

Copyright (c) 2026 Wan Lukman Fauza, Dwi Astuti

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

This is an open-access journal distributed under the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits unrestricted use, distribution, reproduction, and adaptation in any medium (even commercially), provided appropriate credit is given to the original author(s), a link to the license is provided, and any changes made are indicated. Authors retain copyright without restrictions and grant the journal the right of first publication as well as non-exclusive publishing rights for archiving, indexing, and scholarly dissemination.

Downloads

OJS UsageStats Plugin
Download data is not yet available.

Most read articles by the same author(s)

Contrimetric

Recommended Articles