The Influence of Customer Experience on Consumer Satisfaction at Kansha Japanese Restaurant Gading Serpong

Devon Gremandes; Roozana Maria Ritonga

doi:10.63922/ijebir.v5i04.4700

Devon Gremandes Universitas Bunda Mulia
Roozana Maria Ritonga Universitas Bunda Mulia

DOI: https://doi.org/10.63922/ijebir.v5i04.4700

Keywords: Consumer Satisfaction, Customer Experience, Dining Experience, Food Service, Hospitality Management

Abstract

The increasingly fierce competition in the culinary industry encourages restaurants to not only offer quality products but also create experiences that can increase customer satisfaction. This study aims to analyze the effect of Customer Experience on Customer Satisfaction at Kansha Japanese Restaurant Gading Serpong. The study uses a quantitative approach with a survey method. The study population was all 33,080 consumers of Kansha Japanese Restaurant Gading Serpong, with a sample of 100 respondents selected using a purposive sampling technique. Data were collected through a Likert scale questionnaire that has met the validity and reliability tests. Data analysis was carried out using descriptive analysis, normality test, heteroscedasticity test, Pearson correlation, simple linear regression, t-test, and coefficient of determination with the help of SPSS 25. The results showed that Customer Experience has a positive and significant influence on Customer Satisfaction with a t-value of 9.471 and a significance of 0.000. In addition, the correlation coefficient of 0.691 indicates a strong and positive relationship between the two variables. The research conclusion shows that the better the customer experience felt through the dimensions of Sense, Feel, Think, Act, and Relate, the higher the level of consumer satisfaction after visiting Kansha Japanese Restaurant Gading Serpong.

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