Price, Customer Experience, and Customer Satisfaction and Its Influence on Customer Loyalty at Yon’s Body Repair, Kediri
Main Article Content
Abstract
Research aim: This study has the objective of how the influence of price, customer experience, and customer satisfaction on customer loyalty at Yon’s Body Repair Kediri.
Design/Methode/Approach: In taking this sample using the technique of total sample by using a causal quantitative approach and calculation based on the Cochran formula that sample of 70 respondents was taken. This Study makes use of Google Forms and questionnaire paper which has been tested for its validity and reliability to distribute questionnaires for data collection. The data analysis technique employed in the research involved using the SPSS version 23 program to test hypotheses and calculate the coefficient of determination.
Research Finding: The obtained results demonstrate that price, customer experience, and customer satisfaction all exert a significant positive influence on customer loyalty at Yon's Body Repair. It is hoped that this research, will make customers feel loyal in using it and the company can also improve its competitiveness.
Theoretical contribution/Originality: Simultaneous measurement of price, customer experience, customer satisfaction variables on customer loyalty
Practitioner/Policy implication: It is anticipated that readers will gain a deeper understanding of how price, customer experience, and customer satisfaction impact customer loyalty, ultimately enhancing the business's competitive edge.
Research limitation: This research only focuses on the variables price, customer experience, customer experience, and customer satisfaction regarding customer loyalty.
Article Details
References
Sumantri BA, Suliyanto, Darmawati D. the Competitive Strategy of the Village Unit Cooperative: Capability and Innovation Performance Towards Competitive Advantage. Corp Bus Strateg Rev 2023;4:206–17. https://doi.org/10.22495/cbsrv4i4siart1.
Masruroh S. The Influence of Price Perceptions, Service Quality, Product Diversity and Experience on Customer Loyalty at the Brangkal Mojokerto Motor Airport Workshop 2021:43–54.
Kotler P, Keller KL. Marketing Management. 15th ed. Harlow: Pearson Education Limited; 2016.
Santy C, Cholid I, Cholid I. The Influence of Customer Satisfaction, Trust, Service Quality on Customer Loyalty Pempek Beringin. MDP Student Conf 2023;2:536–41. https://doi.org/10.35957/mdp-sc.v2i2.4342.
Puspita Y, Karnawati TA, Bukhori M. The Influence of Price, Service Quality, and Customer Experience on Customer Loyalty at Pt. Samudera Express Indonesia Logistics, Jakarta. J Econ Bus UBS 2023;12:539–54.
Chinna DFG, Soegoto AS, Djemly W. Analysis of Product Quality, Brand Image, and Price on Their Influence on Consumer Loyalty to Wardah Cosmetic Products in Manado City. J EMBA 2022;10:295–308.
Tjiptono F, Chandra G. Service, Quality dan Satisfaction. Yogyakarta: Penerbit Andi; 2016.
Indrasari M. Marketing And Customer Satisfaction. 1st ed. Surabaya : Unitomo Press; 2019.
Musari F, Hardilawati WL, Akhmad I. The Influence of Customer Experience, Value and Customer Satisfaction on Customer Loyalty at Point Coffee in Pekanbaru City. J Ilm Mhs Merdeka EMBA 2023;2:347–56.
Kumaladewi A, Sumantri BA, Ratnanto S. Analysis of Customer Loyalty in the Laundry Services Business Based on Price, Location and Service Quality. Simp Manaj Dan Bisnis II 2023;2:22–32.
Sholikhah AF. The Influence of Service Quality, Product Quality and Price on Customer Loyalty through Customer Satisfaction of Mie Gacoan in East Bekasi. J Econ 2023;2:692–708.
Safitri VN, Widyastuti E. The Role of Satisfaction in Mediating the Influence of Customer Experience, Word of Mouth and Mobile Banking Service Quality on Customer Loyalty. Al-Bank J Islam Bank Financ 2023;3:71. https://doi.org/10.31958/ab.v3i1.8133.
Wijaya S, Artina N. The Influence of Customer Satisfaction, Service Quality, Trust on CIMB Niaga Bank Customer Loyalty. MDP Student Conf 2023;2:401–7. https://doi.org/10.35957/mdp-sc.v2i2.4300.
Murdayah KA, Hidayati N, Khoirul M. The Influence of Customer Satisfaction, Customer Trust, and Switching Barries on Customer Loyalty (Case Study of Steak Moen-Moen Malang). E-Jurnal Ris Manaj 2023;12:221–32.
Buchori A. Marketing Management and Services Marketing. Bandung : Alfabeta; 2013.
Curatman A, Suroso A, Suliyanto. Customer Loyalty Program. Yogyakarta: Yogyakarta: Deepublish; 2020.
Tjiptono F. Marketing Strategy: Principles and Application. Yogyakarta: Penerbit Andi; 2020.
Mokalu PCC, Massie JD., Mandagie Y. The Influence of Customer Experience, Customer Value, and Brand Trust on Customer Loyalty of Go-Jek Online Transportation Service Users in Manado. J EMBA J Ris Ekon Manajemen, Bisnis Dan Akunt 2019;7:2771–80.
Sugiyono. Quantitative Research Methods. Bandung: Bandung : Alfabeta; 2019.