ANALISIS PENGARUH CUSTOMER EXPERIENCE TERHADAP LOYALITAS PELANGGAN

Jurnal Manajemen Industri dan Logistik

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Field Value
 
Title ANALISIS PENGARUH CUSTOMER EXPERIENCE TERHADAP LOYALITAS PELANGGAN
 
Creator Ray, Erick Lauren
Wirya Artha, I Nyoman
Dewi, Erlita Khrisinta
 
Subject Manajemen Pemasaran Industri Elektronika
Customer Experience Loyalitas Pelanggan Restoran
 
Description abstractThis study aims to see the effect of sense, feel, act, think, relate on customer loyalty. The variables sense, feel, act, think and relate are part of the customer experience which are the independent variables, while the variable customer loyalty is the dependent variable. The object of this research is the visitors to the hoka-hoka bento restaurant or what is known as hokben. The target respondents for this study were 70 people spread across four hokben outlets in the South Jakarta area. The results of the study show that the variables sense, act and relate have a positive effect on customer loyalty in Hokben restaurant, while the variables feel and think do not have a significant effect on customer loyalty. The most dominant dimension of customer experience in this study is shown in the act experience variable.abstrakPenelitian ini bertujuan untuk melihat pengaruh antara sense, feel, act, think, relate terhadap loyalitas pelanggan. Variabel sense, feel, act, think dan relate adalah bagian dari customer experience yang menjadi variabel independen, sedangkan variabel loyalitas pelanggan adalah sebagai variabel terikat. Adapun objek penelitian ini adalah pengunjung restoran hoka-hoka bento atau yang dikenal hokben. Target responden untuk penelitian ini berjumlah 70 orang yang tersebar di empat gerai hokben di wilayah Jakarta Selatan.  Hasil peneltian menunjukan bahwa variabel sense, act dan relate berpengaruh positif terhadap loyalitas pelanggan restoran hokben sedangkan variabel feel dan think tidak berpengaruh signifikan terhadap loyalitas pelanggan. Dimensi customer experience dalam penelitian ini yang paling dominan ditunjukan pada variabel act experience.
 
Publisher Politeknik APP Jakarta
 
Contributor
 
Date 2021-10-08
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://jurnal.poltekapp.ac.id/index.php/JMIL/article/view/724
10.30988/jmil.v5i2.724
 
Source Jurnal Manajemen Industri dan Logistik; Vol 5, No 2 (2021): page 75 - 129; 85-92
2598-5795
2622-528X
10.30988/jmil.v5i2
 
Language eng
 
Relation https://jurnal.poltekapp.ac.id/index.php/JMIL/article/view/724/pdf
 
Coverage Manajemen Pemasaran
Industrial Marketing

 
Rights Copyright (c) 2021 Erick Lauren Ray
https://creativecommons.org/licenses/by/4.0
 

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