Proceedings of the World Conference on Governance and Social Sciences (WCGSS 2023)

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The effect of experience quality on achievement of training and its impact on customer loyalty: case study at training and learning center ‘X’ Institution in Local Government

Authors
Ramatun Anggraini1, *, Noermijati Noermijati1, Ananda Sabil Hussein1, Mugiono Mugiono1
1Department of Management, Faculty of Economic and Bussiness, Brawijaya University, Malang, Indonesia
*Corresponding author. Email: anggraini.ramatun@gmail.com
Corresponding Author
Ramatun Anggraini
Available Online 29 April 2024.
DOI
10.2991/978-2-38476-236-1_51How to use a DOI?
Keywords
Experience quality; Achievement of training; and Customer loyalty
Abstract

This study aims to investigate the effect of experience quality on customer loyalty. This study’s population is consumers who have studied and trained at training and learning center X from a local institution using the survey method and structural equation modeling (SEM). Structural Equation Modelling (SEM) investigates the effect of experience quality on the achievement of training and its impact on customer loyalty in the context of marketing, especially in training and learning center institution in local government. This study examined how to experience quality and achievement of training impact customer loyalty at training and learning center institutions. This study offered a conceptual model with three hypotheses as follows H1: Experience quality has a direct positive influence on customer loyalty, H2: Experience quality has a direct positive influence on achievement of training, and H3: Achievement of training has a direct positive influence on customer loyalty. This study found that experience quality has a significant and direct positive effect on customer loyalty and achievement of training, and achievement of training with its indicators has a significant and direct positive effect on customer loyalty.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the World Conference on Governance and Social Sciences (WCGSS 2023)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
29 April 2024
ISBN
10.2991/978-2-38476-236-1_51
ISSN
2352-5398
DOI
10.2991/978-2-38476-236-1_51How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Ramatun Anggraini
AU  - Noermijati Noermijati
AU  - Ananda Sabil Hussein
AU  - Mugiono Mugiono
PY  - 2024
DA  - 2024/04/29
TI  - The effect of experience quality on achievement of training and its impact on customer loyalty: case study at training and learning center ‘X’ Institution in Local Government
BT  - Proceedings of the World Conference on Governance and Social Sciences (WCGSS 2023)
PB  - Atlantis Press
SP  - 494
EP  - 501
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-236-1_51
DO  - 10.2991/978-2-38476-236-1_51
ID  - Anggraini2024
ER  -