The relationship between customer experience, customer satisfaction, customer trust, and customer loyalty in tourism destination

Muhammad Nurhaula Huddin; Denny Kurnia; D Deviyantoro; N Nafiudin

doi:10.14710/dijb.6.2.2023.142-154

DOI: https://doi.org/10.14710/dijb.6.2.2023.142-154

The relationship between customer experience, customer satisfaction, customer trust, and customer loyalty in tourism destination

Muhammad Nurhaula Huddin , Denny Kurnia, D Deviyantoro, N Nafiudin

Department of Management, University of Serang Raya, Indonesia, Indonesia

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Abstract

This research aims to identify the relationship between customer experience, customer satisfaction, customer trust, and customer loyalty on loyalty tourism destination in Banten Province, Indonesia. This research was conducted using a quantitative approach through an online survey with 299 respondents, with SEM Amos to analyze the data. The results show that customer experience has a positive influence on consume trust, customer satisfaction a positive influence on consumer trust, customer experience has a positive effect on customer loyalty, customer satisfaction a positive effect on customer loyalty and customer trust a positive effect on customer loyalty.

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Keywords: tourism destination; customer experience; customer satisfaction; consume trust; customer loyalty.

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Section: Articles

Language : EN

In Vol 6, No 2 (2023)

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