THE EFFECT OF CUSTOMER EXPERIENCE AND CUSTOMER VALUE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION (STUDY ON CONSUMERS POTACORNER PASURUAN)
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Aug 31, 2023
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Abstract
The rising reputation of Korean culture, especially among Indonesian millennials, has generated an accelerated demand for agencies like Potacorner that cater to this unique choice. This studies aimed to analyze how customer experience and customer value impact customer loyalty through purchaser satisfaction at Potacorner. using a quantitative technique, the researchers selectively selected a pattern of a 160 members using non-probability sampling techniques. The amassed were subsequently analyzed the use of SmartPLS 3.0. The findings indicated that each client revel in and consumer cost notably prompted consumer pride. But, it changed into noted that client pride did no longer have a right away and large impact on consumer loyalty, a fashion in addition located for customer experience. In evaluation, customer price displayed a tremendous correlation with client loyalty. Moreover, the examine unveiled that purchaser satisfaction did now not act as a mediator inside the relationships among customer experience and consumer loyalty, nor among purchaser fee and customer loyalty among Potacorner Pasuruan customers. To decorate the purchaser revel in, Potacorner Pasuruan can prioritize the availability of pleasant and expert customer support, along introducing modern and diverse menu alternatives, consequently growing an enticing and fulfilling enjoy for their clients.
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KARIMAH, Nur; FIKRIAH, Nur Laili.
THE EFFECT OF CUSTOMER EXPERIENCE AND CUSTOMER VALUE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION (STUDY ON CONSUMERS POTACORNER PASURUAN).
Proceedings of the International Conference of Islamic Economics and Business (ICONIES), [S.l.], v. 9, n. 1, p. 469-480, aug. 2023.
ISSN 2541-3333.
Available at: <http://conferences.uin-malang.ac.id/index.php/iconies/article/view/2189>. Date accessed: 02 may 2024.
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References
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Wulandari, A., & Rahmidani, R. (2022). Pengaruh Kepercayaan dan Customer value Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening pada Produk Sampo Lifebuoy. 5(3), 364–377.
Wulandari, N., & Sugiharto, S. (2015). Analisa Pengaruh Customer Value Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Intervening Di Pisa Kafe Manyar Surabaya. Jurnal Manajemen Pemasaran Petra, 3(1), 1–12. https://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/3342
Yosephine Simanjuntak, D. C., & Purba, P. Y. (2020). Peran Mediasi Customer Satisfaction dalam Customer Experience Dan Loyalitas Pelanggan. Jurnal Bisnis Dan Manajemen, 7(2), 171–184. https://doi.org/10.26905/jbm.v7i2.4795
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. New York : McGrow-Hill.
Dewi, A. P., Ellitan, L., & Pradana, D. W. (2022). Analisa Pengaruh Customer Experience Dan Service Quality Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Variabel Intervening Di Mc Donald’S Raya Darmo Surabaya. Jurnal Ilmiah Mahasiswa Manajemen (JUMMA) Dewi, Ellitan, & Pradana, 11(2), 121–129. https://doi.org/10.33508/jumma.v11i2.4374
Duryadi. (2021). Metode Penelitian Ilmiah Buku Ajar : Metode Penelitian Empiris Model Path Analysis dan Analisis Menggunakan SmartPLS. Yayasan Prima Agus Teknik.
Engelhart, S., & Mokoagouw, A. (2018). Pengaruh Nilai Pelanggan Dan Kualitas Pelayanan Terhadap Kepuasan Dampaknya Terhadap Loyalitas Nasabah. Jurnal Riset Bisnis Dan Manajemen, 2, 241–258.
Hamid, R. S., & Anwar, S. M. (2019). Structural Equation Modeling (SEM) Berbasis Varian : Konsep Dasar dan Aplikasi Program Smart PLS 3.2.8. dalam Riset Bisnis. PT Inkubator Penulis Indonesia.
Japarianto, E., & Nugroho, B. W. (2020). Analisa Customer Experience Terhadap Customer Loyalty Melalui Customer Satisfaction Pada Maskapai Penerbangan Garuda Indonesia. Jurnal Strategi Pemasaran, 7(1), 11. http://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/10025
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.,). Pearson Education.
Manurung, W. A., & Dinda Amanda Zuliestiana S.E., M. . (2020). the Effect of Custumer Experience and Customer Value Influence Customer. 7(1), 268–278.
Mokalu, P. C. C., Massie, J. D. ., & Mandagie, Y. (2019). Pengaruh Customer Experience, Customer Value, Dan Brand Trust Terhadap Customer Loyalty Pengguna Jasa Transportasi Online Go-Jek Di Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 7(3), 2771–2780.
Muhamad Iqbal Azhari, Fanani, D., & Mawardi, M. K. (2015). Pengaruh Customer Experience Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Kfc Kawi Malang). Jurnal Administrasi Bisnis (JAB), 28(1), 143–148.
Munwaroh, U. L., & Riptiono, S. (2021). Analisis Pengaruh Cafe Atsmosphere, Kualitas Pelayanan dan Customer Experience Terhadap Repurchase Intention Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi (Studi pada Customer Malindo Corner). Jurnal Ilmiah Mahasiswa Manajemen, 3(5), 2021. http://journal.stieputrabangsa.ac.id/index.php/jimmba/index
Novyanti, V., Sosianika, A., & Rafdinal, W. (2021). Peran Country of Origin Image dalam Memprediksi Purchase Intention Makanan Korea. 4–5.
Nurdianty, C., Sudrajat, A., & Karawang, U. S. (2021). The Effect of Patient Experience and Image of Puskesmas on Patient Satisfaction in Puskesmas Batujaya Karawang. Journal of Economic, Business and Accounting, 4(2), 665–672.
Oktavianus, L., & Megawati. (2022). Pengaruh Kualitas Produk , Harga , Kualitas Pelayanan Dan Customer Value Terhadap Kepuasan Pelanggan Pada Springbed Procella Di Palembang. 11(2), 388–396.
Ramdani, husein S., Daryanto, A., & Riffin, A. (2015). Satisfaction as Mediator Variable between Product Quality , Services Quality , and Perceived Value on Customer Loyalty in the New Restaurant Abstract. 8(2), 115–124.
Ratnasari, S. (2015). Pengaruh Kualitas Layanan Dan Nilai Pelanggan Terhadap Kepuasan Serta Dampaknya Pada Kepercayaan Pelanggan Pt. Mitra Intertrans Forwarding Cabang Palu. Katalogis, 3(1), 116–120.
Rizka Anisa, A., & Oktini, D. R. (2020). Prosiding Manajemen Pengaruh Customer Experience terhadap Customer Loyalty pada Warunk Upnormal Cabang Buah Batu Bandung. Prosiding Manajemen, 6(1), 392–395.
Schmitt, B. H. (1999). Experiential Marketing: How to Get Your Customers to Sense, Feel, Think, Act, Relate to Your Company and Branda. FreePas.
Septian, B. P., Handaruwati, I., Studi, P., Universitas, M., & Surakarta, K. (2021). Pengaruh Customer Experience terhadap Kepuasan Konsumen Produk Kuliner Lokal Soto Mbok Seger Pedan Klaten. Jurnal Bisnisman: Riset Bisnis Dan Manajemen, 3(2).
Sihombing, N. J., & Wardhana, A. (2022). Pengaruh Customer Experience Terhadap Customer Satisfaction (Studi Kasus Aplikasi Agoda). E-Proceeding of Management, 9(2), 721–726. www.liputan6.com,
Suhendra, G., & Yulianto, E. (2017). Pengaruh Kualitas Layanan terhadap Nilai Pelanggan dengan Kepuasan Sebagai Variabel Mediator (Survei pada Pelanggan Bukalapak.com). Jurnal Adsminitrasi Bisnis, 51(2), 58–67.
Tjiptono, F. (2015). Strategi Pemasaran. Andi Offset.
Tobing, A. S., & Ngatindriatun, N. (2019). Analisis Pengaruh Kualitas Pelayanan Dan Ekuitas Merek Terhadap Loyalitas Pelanggan. ECONBANK: Journal of Economics and Banking, 1(1), 1–14. https://doi.org/10.35829/econbank.v1i1.6
Wulandari, A., & Rahmidani, R. (2022). Pengaruh Kepercayaan dan Customer value Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening pada Produk Sampo Lifebuoy. 5(3), 364–377.
Wulandari, N., & Sugiharto, S. (2015). Analisa Pengaruh Customer Value Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Intervening Di Pisa Kafe Manyar Surabaya. Jurnal Manajemen Pemasaran Petra, 3(1), 1–12. https://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/3342
Yosephine Simanjuntak, D. C., & Purba, P. Y. (2020). Peran Mediasi Customer Satisfaction dalam Customer Experience Dan Loyalitas Pelanggan. Jurnal Bisnis Dan Manajemen, 7(2), 171–184. https://doi.org/10.26905/jbm.v7i2.4795
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. New York : McGrow-Hill.