PENGARUH CUSTOMER EXPERIENCE, CUSTOMER SATISFACTION, DAN WORD OF MOUTH TERHADAP CUSTOMER LOYALTY PADA APLIKASI TIKET BIOSKOP
DOI:
https://doi.org/10.34128/jra.v7i3.398Keywords:
customer experience, customer satisfaction, word of mouth, customer loyaltyAbstract
Mobile applications are the right platform in combining elements of customer experience and customer satisfaction to build customer loyalty, it can be seen that currently many companies are turning to the digital world by developing mobile applications as a forum for interaction with customers. The aim of this research is to find out the impact of customer experience, customer satisfaction and word of mouth on customer loyalty in purchasing movie tickets through the TIX ID application. The research approach used in this study is quantitative and analyzed using multiple linear regression. Sampling using non-probability sampling techniques involving 140 respondents who use the TIX ID application in Jabodetabek. The results show that partially customer experience, customer satisfaction, and word of mouth have a positive effect on customer loyalty, and simultaneously have a positive effect on customer loyalty. The managerial implication of this research is that management needs to ensure that complaint services related to ticket purchase errors in the TIX ID application are improved, by analyzing common errors. Companies can also take advantage of the power of word of mouth by providing a satisfying experience to customers. Because a good customer experience will tend to have a higher level of customer loyalty.
References
Abror, Abror, Dina Patrisia, Yunita Engriani, Susi Evanita, Yasri Yasri, and Shabbir Dastgir. 2020. “Service Quality, Religiosity, Customer Satisfaction, Customer Engagement and Islamic Bank’s Customer Loyalty.†Journal of Islamic Marketing 11(6):1691–1705. doi: 10.1108/JIMA-03-2019-0044.
Albarq, Abbas N. 2021. “The Effect of Brand Perceptions on Repurchase When Using the E-Commerce Website for Shopping.†Jindal Journal of Business Research 10(1):77–89. doi: 10.1177/22786821211000226.
Alexandris, Konstantinos, Panagiotis Zahariadis, Charalambos Tsorbatzoudis, and George Grouios. 2004. “An Empirical Investigation of the Relationships among Service Quality, Customer Satisfaction and Psychological Commitment in a Health Club Context.†European Sport Management Quarterly 4(1):36–52. doi: 10.1080/16184740408737466.
Beaunoyer, Elisabeth, Sophie Dupéré, and Matthieu J. Guitton. 2020. “COVID-19 and Digital Inequalities: Reciprocal Impacts and Mitigation Strategies.†Computers in Human Behavior 111(April). doi: 10.1016/j.chb.2020.106424.
Blut, Markus, Christoph Teller, and Arne Floh. 2018. “Testing Retail Marketing-Mix Effects on Patronage: A Meta-Analysis.†Journal of Retailing 94(2):113–35. doi: 10.1016/j.jretai.2018.03.001.
Bueno, Eduardo Veiga, Tiziana Brenner Beauchamp Weber, Emerson Luiz Bomfim, and Heitor Takashi Kato. 2019. “Measuring Customer Experience in Service: A Systematic Review.†Service Industries Journal 39(11–12):779–98. doi: 10.1080/02642069.2018.1561873.
Cetin, Gurel, and Fusun Istanbullu Dincer. 2014. “Influence of Customer Experience on Loyalty and Word-of-Mouth in Hospitality Operations.†Anatolia 25(2):181–94. doi: 10.1080/13032917.2013.841094.
Chmielarz, Witold, Marek Zborowski, Alicja Fandrejewska, and Mesut Atasever. 2021. “Poland–Turkey Comparison of Mobile Payments Quality in Pandemic Time.†Journal of Risk and Financial Management 14(9). doi: 10.3390/jrfm14090426.
Choi, Beomjoon, and Hyun Sik Kim. 2015. “The Impact of Servicescape on Customer Experience Quality through Employee-to-Customer Interaction Quality and Peer-to-Peer Interaction Quality in Hedonic Service Settings.†Asia Marketing Journal 17(2):73. doi: 10.15830/amj.2015.17.2.73.
Edward, Manoj, and Sunil Sahadev. 2011. “Role of Switching Costs in the Service Quality, Perceived Value, Customer Satisfaction and Customer Retention Linkage.†Asia Pacific Journal of Marketing and Logistics 23(3):327–45. doi: 10.1108/13555851111143240.
Ertemel, Adnan Veysel, Mustafa Emre Civelek, Güzide Öncü Eroǧlu Pektaş, and Murat Çemberci. 2021. “The Role of Customer Experience in the Effect of Online Flow State on Customer Loyalty.†PLoS ONE 16(7 July 2021). doi: 10.1371/journal.pone.0254685.
Ferguson, Ronald J., Michele Paulin, and Elizabeth Leiriao. 2007. “Loyalty and Positive Word-of-Mouth: Patients and Hospital Personnel as Advocates of a Customer-Centric Health Care Organization.†Health Marketing Quarterly 23(3):59–77. doi: 10.1080/07359680802086174.
Fernandes, Teresa, and Mariana Cruz. 2016. “Dimensions and Outcomes of Experience Quality in Tourism: The Case of Port Wine Cellars.†Journal of Retailing and Consumer Services 31:371–79. doi: 10.1016/j.jretconser.2016.05.002.
Franky, Franky, and Tantri Yanuar Rahmat Syah. 2023. “The Effect of Customer Experience, Customer Satisfaction, and Customer Loyalty on Brand Power and Willingness to Pay a Price Premium.†Quantitative Economics and Management Studies 4(3):437–52. doi: 10.35877/454ri.qems1639.
Galhotra, Bhavna, and Ayushi Dewan. 2020. “Impact of COVID-19 on Digital Platforms and Change in E-Commerce Shopping Trends.†Proceedings of the 4th International Conference on IoT in Social, Mobile, Analytics and Cloud, ISMAC 2020 861–66. doi: 10.1109/I-SMAC49090.2020.9243379.
Giantari, I. Gusti Ayu Ketut Giantari, Ni Nyoman Kerti Yasa, Tjokorda Gde Raka Sukawati, and Made Setini. 2021. “Student Satisfaction and Perceived Value on Word of Mouth (WOM) During the COVID-19 Pandemic: An Empirical Study in Indonesia.†Journal of Asian Finance, Economics, and Business 8(6):1047–56. doi: 10.13106/jafeb.2021.vol8.no6.1047.
Hair, Joseph F., Jeffrey J. Risher, Marko Sarstedt, and Christian M. Ringle. 2019. “When to Use and How to Report the Results of PLS-SEM.†European Business Review 31(1):2–24. doi: 10.1108/EBR-11-2018-0203.
Ing, Phang Grace, Ng Zheng Lin, Ming Xu, and Ramayah Thurasamy. 2020. “Customer Loyalty in Sabah Full Service Restaurant.†Asia Pacific Journal of Marketing and Logistics 32(7):1407–29. doi: 10.1108/APJML-07-2019-0437.
Itasari, Andri Astuti, Nurnawati Hindra Hastuti, and Agus Supriyadi. 2020. “Pengaruh Electronic Word of Mouth Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan.†Jurnal Ilmu Administrasi Bisnis 5(0):52–59.
Khan, Imran, Linda D. Hollebeek, Mobin Fatma, Jamid Ul Islam, and Iivi Riivits-Arkonsuo. 2020. “Customer Experience and Commitment in Retailing: Does Customer Age Matter?†Journal of Retailing and Consumer Services 57(July). doi: 10.1016/j.jretconser.2020.102219.
Kim, Seunghyun, Jaemin Cha, Bonnie J. Knutson, and Jeffrey A. Beck. 2011. “Development and Testing of the Consumer Experience Index (CEI).†Managing Service Quality: An International Journal 21(2):112–32. doi: 10.1108/09604521111113429.
Lee, Ming-Shing, Huey-Der Hsiao, and Ming-Fen Yang. 2010. “The Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty.†ASEAN Marketing Journal 4(1):352–79. doi: 10.21002/amj.v4i1.2030.
Mainardes, Emerson Wagner, Carlos Anderson de Moura Rosa, and Silvania Neris Nossa. 2020. “Omnichannel Strategy and Customer Loyalty in Banking.†International Journal of Bank Marketing 38(4):799–822. doi: 10.1108/IJBM-07-2019-0272.
Makanyeza, Charles, and Darlington Mumiriki. 2016. “Are All Customers Really the Same? Comparing Service Quality and Satisfaction between Residential and Business Telecommunications Customers.†Acta Commercii 16(1). doi: 10.4102/ac.v16i1.348.
Makudza, Forbes. 2021. “Augmenting Customer Loyalty through Customer Experience Management in the Banking Industry.†Journal of Asian Business and Economic Studies 28(3):191–203. doi: 10.1108/JABES-01-2020-0007.
Manyanga, Wilbert, Charles Makanyeza, and Zororo Muranda. 2022. “The Effect of Customer Experience, Customer Satisfaction and Word of Mouth Intention on Customer Loyalty: The Moderating Role of Consumer Demographics.†Cogent Business and Management 9(1):1–21. doi: 10.1080/23311975.2022.2082015.
Mohsa, Alpin Apriliansyah, Apriade Voutama, and Bagja Nugraha. 2023. “Perancangan Aplikasi Safly Sebagai Wadah Pemesanan Tiket Pesawat Berbasis Website.†Jurnal Informatika Dan Teknik Elektro Terapan 11(3):254–60. doi: 10.23960/jitet.v11i3.3054.
Molinillo, Sebastian, RocÃo Aguilar-Illescas, Rafael Anaya-Sánchez, and Elena Carvajal-Trujillo. 2022. “The Customer Retail App Experience: Implications for Customer Loyalty.†Journal of Retailing and Consumer Services 65. doi: 10.1016/j.jretconser.2021.102842.
Naggar, Rasha Abdel Aziz El, and Noha Bendary. 2017. “The Impact of Experience and Brand Trust on Brand Loyalty, While Considering the Mediating Effect of Brand Equity Dimensions, an Empirical Study on Mobile Operator Subscribers in Egypt.†The Business and Management Review 9(2):16–25.
Nicod, Lionel, Sylvie Llosa, and David Bowen. 2020. “Customer Proactive Training vs Customer Reactive Training in Retail Store Settings: Effects on Script Proficiency, Customer Satisfaction, and Sales Volume.†Journal of Retailing and Consumer Services 55(May 2019):102069. doi: 10.1016/j.jretconser.2020.102069.
Ningsih, Andria, and Delfi Hurnis. 2023. “Pengaruh Customer Experience, Customer Expectation Terhadap Customer Satisfaction Dan Customer Loyalty D′ Besto Chicken & Burger.†Jesya 6(2):2219–29. doi: 10.36778/jesya.v6i2.1240.
Paramartha, Made Ngurah Aditya, and Tantri Yanuar Rahmat Syah. 2020. “The Influence of Customer Satisfaction on Customer Loyalty and Marketing Organization Performance Over Outdoor Advertising Companies.†Journal of Multidisciplinary Academic 4(4):234–41.
Qomariah, Nurul. 2020. “Word of Mouth Marketing (WOM): How Smart Companies Get People Talking.†8:35–45.
Raza, Syed Ali, Amna Umer, Muhammad Asif Qureshi, and Abdul Samad Dahri. 2020. “Internet Banking Service Quality, e-Customer Satisfaction and Loyalty: The Modified e-SERVQUAL Model.†TQM Journal 32(6):1443–66. doi: 10.1108/TQM-02-2020-0019.
Reydet, Sabine, and Laurence Carsana. 2017. “The Effect of Digital Design in Retail Banking on Customers’ Commitment and Loyalty: The Mediating Role of Positive Affect.†Journal of Retailing and Consumer Services 37(March):132–38. doi: 10.1016/j.jretconser.2017.04.003.
Roy, Sanjit K., Richard L. Gruner, and Jingjing Guo. 2020. “Exploring Customer Experience, Commitment, and Engagement Behaviours.†Journal of Strategic Marketing 30(1):45–68. doi: 10.1080/0965254X.2019.1642937.
Sahu, Kishor Chandra, Mohammed Naved Khan, and Krishna Das Gupta. 2022. “Customer Experience and Its Outcome Measures: A Meta-Analytic Approach.†Academy of Marketing Studies Journal 26(3):1–14.
Slack, Neale, Gurmeet Singh, and Shavneet Sharma. 2020. “The Effect of Supermarket Service Quality Dimensions and Customer Satisfaction on Customer Loyalty and Disloyalty Dimensions.†International Journal of Quality and Service Sciences 12(3):297–318. doi: 10.1108/IJQSS-10-2019-0114.
Spence, Charles, and Fabiana M. Carvalho. 2020. “The Coffee Drinking Experience: Product Extrinsic (Atmospheric) Influences on Taste and Choice.†Food Quality and Preference 80:103802. doi: 10.1016/j.foodqual.2019.103802.
Srivastava, Mala, and Dimple Kaul. 2016. “Exploring the Link between Customer Experience-Loyalty-Consumer Spend.†Journal of Retailing and Consumer Services 31:277–86. doi: 10.1016/j.jretconser.2016.04.009.
Stein, Alisha, and B. Ramaseshan. 2020. “The Customer Experience – Loyalty Link: Moderating Role of Motivation Orientation.†Journal of Service Management 31(1):51–78. doi: 10.1108/JOSM-04-2019-0113.
Syah, Tantri Yanuar Rahmat, and Cahyo Kusumo Wijoyo. 2021. “Service Quality and Customer Satisfaction on WOM a Private Hospital in Indonesia.†JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit) 10(1):LAYOUTING. doi: 10.18196/jmmr.v10i1.10141.
Teeroovengadum, Viraiyan. 2020. “Service Quality Dimensions as Predictors of Customer Satisfaction and Loyalty in the Banking Industry: Moderating Effects of Gender.†European Business Review 34(1):1–19. doi: 10.1108/EBR-10-2019-0270.
Tjuarsa, Jaclyn, Ade Maulana, and Jefri Junifer Pangaribuan. 2023. “PaKMas (Jurnal Pengabdian Kepada Masyarakat) Pengembangan Sistem Informasi Pemesanan Makanan Berbasis Web Pada Rumah Makan Mie Hokkien Akheng.†3(1):104–10. doi: 10.54259/pakmas.v3i1.1758.
Vahdat, Arash, Ali Alizadeh, Sara Quach, and Nicolas Hamelin. 2021. “Would You like to Shop via Mobile App Technology? The Technology Acceptance Model, Social Factors and Purchase Intention.†Australasian Marketing Journal 29(2):187–97. doi: 10.1016/j.ausmj.2020.01.002.
Vatsa, Vidushi, Bhawna Agarwal, and Ruchika Gupta. 2023. “Unlocking the Potential of Loyalty Programs in Reference to Customer Experience with Digital Wallets.†Innovative Marketing 19(1):233–43. doi: 10.21511/im.19(1).2023.20.
Yosephine Simanjuntak, Demak Claudia, and Purnama Yanti Purba. 2020. “Peran Mediasi Customer Satisfaction Dalam Customer Experience Dan Loyalitas Pelanggan.†Jurnal Bisnis Dan Manajemen 7(2). doi: 10.26905/jbm.v7i2.4795.
Zhong, Yongping, and Hee Cheol Moon. 2020. “What Drives Customer Satisfaction, Loyalty, and Happiness in Fast-Food Restaurants in China? Perceived Price, Service Quality, Food Quality, Physical Environment Quality, and the Moderating Role of Gender.†Foods 9(4). doi: 10.3390/foods9040460.
Downloads
Published
Issue
Section
License
Copyright (c) 2024 Yenita Flowrenza Lie, Arop Ria Saulina Panjaitan
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
