SKRIPSI PENGARUH CUSTOMER VALUE DAN BRAND EXPERIENCE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER TRUST SERTA CUSTOMER LOYALTY PADA PENGUNJUNG GRAMEDIA DI KOTA SAMARINDA --

ABSTRACT
THE EFFECT OF CUSTOMER VALUE AND BRAND EXPERIENCE ON CUSTOMER SATISFACTION AND CUSTOMER TRUST AND CUSTOMER LOYALTY ON GRAMEDIA VISITORS IN
SAMARINDA CITY
The purpose of this study is to analyze and prove the influence of Customer Value on Customer Satisfaction of Gramedia visitors in Samarinda City, Customer Value's influence on Customer trust in Gramedia visitors in Samarinda City, Customer Value's influence on Customer Loyalty on Gramedia visitors in Samarinda City, Brand Experience on Customer Satisfaction on Gramedia visitors in Samarinda City, Effect of Brand Experience on Customer Trust on Gramedia visitors in Samarinda, Brand Experience on Customer Loyalty on Gramedia visitors in Samarinda, Influence of Customer Satisfaction on Customer Trust on Gramedia visitors in Samarinda, Effect of Customer Satisfaction towards Customer Loyalty for Gramedia visitors in Samarinda, the influence of Customer Trust on Customer Loyalty for Gramedia visitors in Samarinda. And this study uses a survey method with 133 samples spread across the city of Samarinda with the Accidental Sampling Method sampling technique. Respondents were only interviewed once when they met (cross section). Data from respondents (Primary Data) were then tabulated and tested using statistical methods. Data were collected using research tools (questionnaires) which have been tested for validity and reliability. From the test results, all research question instruments were declared valid (coefficient value > 0.30) and declared reliable (alpha value > 0.60).
The results of the study after statistical testing with SEM-AMOS version 5.0 showed the following results: Customer Value had a significant effect on Customer Satisfaction of Gramedia visitors in Samarinda City, Customer Value had a significant effect on customer trust for Gramedia visitors in Samarinda City, Customer Value had no effect significant effect on customer loyalty to Gramedia visitors in Samarinda, Brand Experience significantly affects Customer Satisfaction on Gramedia visitors in Samarinda, Brand Experience significantly affects Customer Trust in Gramedia visitors in Samarinda, Brand Experience has no significant effect on Customer Loyalty to Gramedia visitors in the city of Samarinda, Customer Satisfaction has no significant effect on Customer Trust on Gramedia visitors in Samarinda city, Customer Satisfaction has a significant effect on Customer Loyalty on Gramedia visitors media in the city of Samarinda, Customer Trust has a significant effect on Customer Loyalty to Gramedia visitors in the city.
Keyword: Customer Value, Brand Experience, Customer Satisfaction, Customer Trust, Customer Loyalty