PENGARUH CUSTOMER ENGAGEMENT DAN CUSTOMER EXPERIENCE TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN INDIHOME SEBAGAI VARIABEL INTERVENING PADA PT TELKOM WITEL MAKASSAR

Wa Ode Tiara Jasmine. 2022. The Influence of Customer Engagement and Customer Experience on Customer Loyalty with Indihome Customer Satisfaction as an Intervening variable at PT Telkom Witel Makassar. Guided by Ansar Daud and Badaruddin.
The community's need for the internet is increasing, starting from school needs, communication, to offices requiring an internet network as a primary tool. For Indihome, with the increasing number of competitors, IndiHome can maximize its package services so as to create customer satisfaction and loyalty. This study aims to determine the direct and indirect effect of customer engagement and customer experience on customer loyalty
at home through Indihome customer satisfaction at PT Telkom Witel Makassar.
The population in this study were Indihome Witel Makassar customers who visited 110,237 customers, while the sampling technique used purposive sampling so that the sample recovered was 95 respondents. Analysis of the data used is path analysis using SmartPLS 3.0 software.
The results showed that (1) customer engagement and customer experience had a direct influence on indihome customer satisfaction. (2) customer engagement and customer experience have a direct influence on indihome customer loyalty. (3) customer engagement and customer experience have an indirect influence on customer loyalty mediated by customer satisfaction.