THE INFLUENCE OF CUSTOMER EXPERIENCE AND BRAND IMAGE ON CUSTOMER SATISFACTION IN ESSPECTO COFFEE TONDANO

Abstract

This study was conducted to determine the influence of customer experience and brand image on customer satisfaction in Esspecto Coffee Tondano. Customer experience is about experience that customers get when they are visit and buying or using a product or services and a good customer experience can affect the customer satisfaction. Other thing that affects the customer satisfaction is brand image. The aims of this research are to analyze the influence of the customer experience and brand image on customer satisfaction in Esspecto Coffee Tondano. This research method uses questionnaire data collection techniques with the respondent data of 100 people. The result of this research shows that customer experience and brand image have significant influence on customer satisfaction simultaneously and partially.

Keywords: Customer Experience, Brand Image and Customer Satisfaction