Pengaruh Servicescape dan Customer Experience terhadap Customer Engagement melalui Kepuasaan Pelanggan Brastagi Cottage

Abstract

The research aims to find out and analyze the effects of servicescape and customer experience on customer engagement through customer satisfaction at brastagi cottage. This associative research uses quantitative data. The research population consists of customer of brastagi cottage, which its exact number is unknown. The sample size consists of 140 respondents, selected using [ur[osive sampling based on the criteria of brastagi cottage customers who have stayed more than once. Data obtained are analysed using structural equation modeling. The research results indicate that servicescape and customer experience directly give a positive and significant affect on customer satisfaction and customer angagement at brastagi cottage. Meanwhile, serviscape and customer experience indirectly give a positive and significant effect on customer engagement through customer satisfaction at brastagi cottage.