The Influence of Service Quality, Customer Experience, and Brand Image on Customer Satisfaction at Baita Car Wash in Gresik City

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Published: Dec 1, 2025
DOI: https://doi.org/10.55299/ijec.v4i2.1649
Keywords:
Service Quality, Customer Experience, Brand Image, Customer Satisfaction, SEM-PLS

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Denny Syahputra
Universitas Pembangunan Nasional "Veteran" Jawa Timur, Indonesia
Rizky Dermawan
Universitas Pembangunan Nasional "Veteran" Jawa Timur, Indonesia

Abstract

This study aims to analyze the influence of service quality, customer experience, and brand image on customer satisfaction at Baita Car Wash in Gresik City using a quantitative approach. A total of 150 respondents were selected using the accidental sampling technique, namely customers who were encountered by chance during the research and met the study criteria. Data were analyzed using Structural Equation Modeling (SEM) Partial Least Squares (PLS) with SmartPLS 3 software. The results indicate that service quality, customer experience, and brand image have a positive and significant effect on customer satisfaction, demonstrating their crucial role in enhancing customer satisfaction.

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How to Cite
Syahputra, D., & Dermawan, R. (2025). The Influence of Service Quality, Customer Experience, and Brand Image on Customer Satisfaction at Baita Car Wash in Gresik City. International Journal of Economics (IJEC), 4(2), 1418–1426. https://doi.org/10.55299/ijec.v4i2.1649
Issue
Vol. 4 No. 2 (2025): July-December
Section
Articles
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This work is licensed under a Creative Commons Attribution 4.0 International License.

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