PENGARUH PENGALAMAN PELANGGAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN (Studi pada Pelanggan Cokelat Klasik Cafe Malang)

The purpose of this research to examine the influence of the customer experience and quality service toward the customer loyalty through the customer satisfaction (a study to the customer of Coklat Klasik Cafe Malang). This research uses samples of 155 respondents that is customer of Cokelat Klasik Cafe Malang. The method to take the sample using purposive sampling technique and using quisionaires as the data collection. The data analisys using path analysis. The result of this research reveal that the customer experience have positive effect and significant toward the customer satisfaction. Service quality have positive effect and significant toward the customer satisfaction. The customer experience have positive effect and significant toward the customer loyalty. The service quality have positive effect and significant toward the customer loyalty. The customer satisfaction have positive effect and significant toward the customer loyalty. The customer experience have positive effect and significant toward the customer loyalty. The service quality have postive effect and significant toward the customer loyalty through the customer satisfaction