The Effect of Customer Experience and Service Quality on Satisfaction in Increasing Loyalty

DOI

10.2991/aebmr.k.210311.079How to use a DOI?

Keywords

customer experience, service quality, satisfaction, loyalty

Abstract

Customer experience and service quality are several factors that can affect satisfaction and have the impact on loyalty. The aim of this study was to investigate whether customer experience and service quality influence satisfaction and impact loyalty or not. The sample of this study was 104 customers of PT Indonesia Comnets Plus SPBU Semarang taken by using a purposive sampling technique. The collected data were analyzed using multiple regression test. The results of this study prove that customer experience affects satisfaction; service quality affects satisfaction; and satisfaction affects loyalty. The better the customer experience in terms of what the company provided in handling disruption and ease of communication, the higher the satisfaction. The higher the satisfaction indicated by the customer subscription period according to the service subscription contract period, the higher the loyalty. Based on these findings, it can be concluded that customer experience and service quality effectively increase customer satisfaction to build customer loyalty.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Endang Tjahjaningsih
AU  - Suzy Widyasari
AU  - Ali Maskur
AU  - Lingga Kusuma
PY  - 2021
DA  - 2021/03/13
TI  - The Effect of Customer Experience and Service Quality on Satisfaction in Increasing Loyalty
BT  - Proceedings of the 3rd International Conference on Banking, Accounting, Management and Economics (ICOBAME 2020)
PB  - Atlantis Press
SP  - 395
EP  - 399
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210311.079
DO  - 10.2991/aebmr.k.210311.079
ID  - Tjahjaningsih2021
ER  -