PENGARUH CUSTOMER EXPERIENCE DAN CUSTOMER VALUE TERHADAP CUSTOMER LOYALTY INDIHOME (Pada Pelanggan Indihome Area Gegerkalong)
DOI:
https://doi.org/10.47200/jcob.v5i02.1094Keywords:
Customer Experience, Customer Value, and Customer LoyaltyAbstract
This study aims to determine whether customer experience and customer value have an influence on customer loyalty in the Indihome area of Gegerkalong, Bandung, with a sample using Random Sampling with the Slovin formula so that a sample of 73 respondents is obtained and data collection techniques by distributing questionnaires and descriptive analysis approaches that describe the experience customers and customer value to customer loyalty. With quantitative methods and measurement scales using a Likert scale in the form of ordinal data and transformed into interval data with the Successive Interval (MSI) Method which will later be tested for validity, reliability, normality and multiple regression model equations to answer this research. Based on the results of this research test, it shows that the variables Customer Experience (Customer Experience) and Customer Value (Customer Value) have a positive and significant effect on Customer Loyalty (Customer Loyalty) Indihome STO Gegerkalong area and able to explain significantly by 85.4%
References
Aris Triyono, Warnadi &. 2019. “Manajemen Pemasaran - Warnadi & Aris Triyono - Google Buku.” Deepublish 33.
Curatman, Aang. 2020. “Program Loyalitas Pelanggan - Google Books.” Deepublish(Penerbit Group Cv Budi Utama) 23. Retrieved March 12, 2021
Fandy Tjiptonon. 2019. Strategi Pemasaran Dalam Perspektif Perilaku Konsumen - Google Books. Edited By Fandy Tjiptonon. Bogor: Ipb Press.
Harahap, Maulina Ikroma. 2018. “Pengaruh Customer Experience, Customer Value, Dan Customer Satisfaction Terhadap Customer Loyalty Pada Komunitas Sepeda Motor Yamaha Tipe Nmax Medan.”
Haryanto, Dr. H. Rudy. 2020. Manajemen Pemasaran - Google Books. Duta Media.
Hijjah, Risalatin, And Anindya Ardiansari. 2015. “Pengaruh Customer Experience Dan Customer Value Terhadap Customer Loyalty Melalui Customer Satisfaction.” Management Analysis Journal 4(4). Doi: 10.15294/Maj.V4i4.8880.
Lendy Zelviean Adhari. 2021. “Kepuasan Pelanggan & Pencapaian Brand Trust - Iendy Zelviean Adhari, Se., M.M., M.E., Mmc - Google Buku.” Qiara Media 27. Retrieved March 12, 2021
Manurung. N.D. “Pengaruh Customer Experience Dan Customer Value Terhadap Customer Loyalty Melalui Customer Satisfaction Pada Dunkin Donuts Tahun 2019 (Studi Pada Pelanggan Dunkin Donuts Kota Bandung) | Manurung | Eproceedings Of Management.”
Mokalu, Pratama Christa Chandra, James D. .. Massie, And Yunita .. Mandagie. 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):2771–80. Doi: 10.35794/Emba.V7i3.23741.
Ni Nyoman Kerti Yasa. 2020. Kepercayaan Pelanggan Di Antara Hubungan Citra Perusahaan Dan Kewajaran ... - Google Books. Lakeisha.
Sudarso, Andriasan. 2016. “Manajemen Pemasaran Jasa Perhotelan (Dilengkapi Dengan Hasilriset Pada Hotel ... - Andriasansudarso.- - Google Buku.” Deepunlish 83. Retrieved March 13, 2021
Sugiyono. 2017. Metode Penelitian Pendidikan (Pendekatan Kuantitatife, Kualitatif, Dan R&D). Bandung: Cv. Alfabeta.
Triyono, Warnad Dan Aris. 2019. “Manajemen Pemasaran - Google Books.” Cv Budi Utama 15. Retrieved March 12, 2021
