PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN DAN PENGALAMAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Studi Pada Pelanggan Klinik Kecantikan Naavagreen Batu)

This research was conducted to determine and analyze the influence of service quality on customer loyalty, customer satisfaction and customer experience. This research uses quantitative methods. The data collection technique in this research uses a questionnaire. A sample of 246 was carried out using accidental sampling. Path regression analysis technique. The research results found that service quality has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer experience has a positive and significant effect on customer loyalty. Service quality has no effect on customer satisfaction. Service quality has a positive and significant effect on customer experience. Customer satisfaction cannot mediate the influence of service quality on customer loyalty. Customer experience can mediate the influence of service quality on customer loyalty