The Effect of Customer Experience and Brand Trust on Customer Loyalty Steaky Steak Bandar Lampung
DOI:
https://doi.org/10.31933/dijms.v5i3.2359Keywords:
Customer Experience, Brand trust, Customer LoyaltyAbstract
Customer loyalty is one of the important aspects that needs to be considered by every company in order to retain existing customers. Companies can increase customer loyalty by improving customer experience and fostering brand trust. The purpose of this study was to determine the effect of customer experience and brand trust on customer loyalty. The population of this study were all consumers of Steaky Steak Bandar Lampung. The sample in this study amounted to 100 respondents who were customers of Steaky Steak Bandar Lampung. The sampling technique in this study was simple random sampling. The independent variables in the study are customer experience and brand trust, customer loyalty as the dependent variable. Multiple regression analysis, along with the t-test and f-test, is the method used in this study. Based on the research results, customer experience has a positive and significant effect on customer loyalty, brand trust has a positive and significant effect on customer loyalty, customer experience and brand trust together have a positive and significant effect on customer loyalty Steaky Steak Bandar Lampung.
References
Andari, P., & Sumiyarsih, S. (2021). Pengaruh Brand Image, Brand trust , dan Strategi Promosi Terhadap Keputusan Pembelian Produk AMDK merek OXGNDW (OXY). Value?: Jurnal Manajemen dan Akuntansi, 16(1), 35–52. https://doi.org/10.32534/jv.v16i1.1591
Antara, H., Siswanto, S., & Damarsiwi, E. P. M. (2020). the Effect of Customer Experience and Brand trust on Customer Loyalty on Allbaik Chicken. BIMA Journal (Business, Management, & Accounting Journal), 1(2), 115–125. https://doi.org/10.37638/bima.1.2.115-125
Arta, K. S. (2020). Jurnal Widya Jurnal Widya. Jurnal Widya Citra, 1(4), 1–14.
Asta, I. N., & Jaya, G. (2019). KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN Fakultas Ekonomi dan Bisnis Universitas Udayana ( Unud ), Bali , Indonesia Perkembangan industri otomotif di Indonesia sangat cepat dan cenderung meningkat tiap tahunnya , seiring dengan kebutuhan dan perminta. 8(1), 7458–7485.
Azhari; Fanani and Mawardi. (2015). Pengaruh Customer Experience Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Kfc Kawi Malang). Jurnal Administrasi Bisnis (JAB), 28(1), 143–148. https://media.neliti.com/media/publications/86437-ID-pengaruh-customer-experience-terhadap-ke.pdf
Chen, S. C., & Lin, C. P. (2015). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting and Social Change, 96, 40–50. https://doi.org/10.1016/j.techfore.2014.11.011
Fandy Tjiptono, 2000, Manajemen Jasa, Penerbit Andi, Yogyakarta.
Griffin Jill. 2010. Customer Loyalty How To Earn it, How Keep It I. Kentucky: McGraw Hill.
Hijriyah Amanda, Y., Ali Alam, I., Studi Manajemen, P., Manajemen, F., & Bandar Lampung, U. (2023). PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP LOYALITAS PELANGGAN PADA CAFÉ FORE BANDAR LAMPUNG. 4(2), 219–225. https://jurnal.amikwidyaloka.ac.id/index.php/awl
Holbrook, B., & Chaudhuri, A. (2001). The Chain of Effects from Brand trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Journal of Marketing, 65(2), 81–93.
Iskandar, Stefanie Agung Putri, Muhadjir Nasir, (2011). Analisis Pengaruh Customer Experience Management Terhadap Brand Trust dan Dampaknya Terhadap Customer Loyalty Marielle Skin Care, Jurnal Pemasaran, Jakarta: FE Universitas Bina Nusantara.
Kolonio, J., & Soepono, D. (2019). Effect of Service Quality, Trust, and Consumer Satisfaction on Consumer Loyalty on Cv. Marine Fiberglass Facilities. Jurnal EMBA, 7(1), 831–840.
Mokalu, P. C. C., Massie, J. D. ., & Mandagie, Y. (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), 2771–2780.
Putri, Y. L., & Utomo, H. (2017). PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING (Studi Persepsi Pada Pelanggan Dian Comp Ambarawa). Among Makarti, 10(1), 70–90. https://doi.org/10.52353/ama.v10i1.147
Robby Dharma. (2017). Pengaruh Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Pelanggan Pada PT. Padang Tour Wisata Pulau Padang. Jurnal EKOBISTEK Fakultas Ekonomi, 6(2), 349–359.
Shareef Akhter Mahmud, Kumar Uma, & Kumar Vinod. (2019). Role of different electronic-commerce (EC) quality factors on purchase decision: a developing country perspective. Journal of Electronic Commerce Research, 9(2), 92–113.
Sugiyono. (2019). METODE PENELITIAN KUANTITATIF KUALITATIFo Title. In ALFABETA.
Warganegara TL, & Alviyani D. (2020). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada Klinik Kecantikan Puspita Cabang Kotabumi. Jurnal Manajemen dan Bisnis (JMB), 1(2), 26–33.
Yulinda, A. T., Ranidiah, F., & Jauhari, W. R. R. (2020). Pengaruh Customer Experience Dan Trust Terhadap Loyalitas Pelanggan Kfc Di Kota Bengkulu. Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS), 3(2), 153–168. https://doi.org/10.36085/jam-ekis.v3i2.966
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Ambia Samudra, Tri Lestira Putri Warganegara
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Management Science (DIJMS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Management Science (DIJMS).
