The Effect of Emotional Attachment on Customer Loyalty through Customer Satisfaction as a Mediating Variable (Study on the Kayoon Coffee Rolag Surabaya)
Penelitian ini bertujuan untuk menganalisis pengaruh Keterikatan emosional terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai variabel mediasi. Penelitian ini menggunakan metode kuantitatif, nonprobability sampling, metode pengambilan sampel yang digunakan adalah purposive sampling dan sampel dalam penelitian ini adalah 200 responden. Data dianalisis menggunakan analisis jalur. Hasil dari penelitian ini adalah terdapat pengaruh positif keterikatan emosi terhadap kepuasan pelanggan dan ada pengaruh positif kepuasan pelanggan terhadap loyalitas pelanggan di Rolag Kopi Kayoon Surabaya.
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.