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The green experience effects on gen z customer loyalty mediated by perceived value and satisfaction

Author

Listed:
  • Katherin Daniar

    (Universitas Brawijaya)

  • Fatchur Rohman

    (Universitas Brawijaya)

  • Sunaryo

    (Universitas Brawijaya)

Abstract

This study examines the relationship between the green experience, loyalty, perceived value, and satisfaction among Gen Z consumers at Retrorika Coffee Bar & Resto Batu in Indonesia. The population in this study is consumer Gen Z of Retrorika Coffee Bar & Resto Batu. This research is explanatory research with a quantitative approach which collects data by distributing questionnaires to 140 respondents. Data analysis used a partial least square (SEM-PLS). The results showed that the green experience has an indirect effect on loyalty. Perceived value had a significant effect on loyalty. The result of this study also shows that perceived value fully mediates the effect of the green experience on loyalty, and satisfaction has no mediation effect. The results suggest that green cafés and restaurants can enhance their distinctive green experience, and continuously innovate in offering and educating customers about green products. By improving their concept, these establishments can effectively cultivate customer loyalty. Key Words: Green experience, perceived value, satisfaction, loyalty

Suggested Citation

  • Katherin Daniar & Fatchur Rohman & Sunaryo, 2023. "The green experience effects on gen z customer loyalty mediated by perceived value and satisfaction," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 12(5), pages 429-436, July.
    • Handle: RePEc:rbs:ijbrss:v:12:y:2023:i:5:p:429-436
    DOI: 10.20525/ijrbs.v12i5.2688
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    References listed on IDEAS

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    1. Lin, Jialing & Lobo, Antonio & Leckie, Civilai, 2017. "The role of benefits and transparency in shaping consumers’ green perceived value, self-brand connection and brand loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 133-141.
    2. Packiaraj Thangavel & Pramod Pathak & Bibhas Chandra, 2022. "Consumer Decision-making Style of Gen Z: A Generational Cohort Analysis," Global Business Review, International Management Institute, vol. 23(3), pages 710-728, June.
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