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All Journal Dinasti International Journal of Digital Business Management
Jati Susatya Wijanegara
Bhayangkara University of Greater Jakarta, Jakarta, Indonesia
Decision Sciences, Operations Research & Management

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The Influence of Customer Experience, Service Quality, and Perceived Value on Customer Satisfaction: A Systematic Literature Review Jati Susatya Wijanegara; Hapzi Ali
Dinasti International Journal of Digital Business Management Vol. 7 No. 4 (2026): Dinasti International Journal of Digital Business Management (June-July 2026)
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v7i4.7049

Abstract

This study aims to analyze the influence of customer experience, service quality, and perceived value on customer satisfaction through a Systematic Literature Review (SLR) approach. The research method used is a literature review (library research) with a descriptive qualitative approach. Data were obtained from various scientific articles sourced from Google Scholar, Mendeley, and other academic databases, using criteria for relevant and credible publications. The results indicate that customer experience plays a role in shaping emotional and cognitive perceptions that influence customer satisfaction. Service quality was found to be a key factor determining satisfaction through the alignment between customer expectations and service performance. Additionally, perceived value also has a significant influence on satisfaction levels based on customers’ evaluation of the benefits received relative to the costs incurred. In conclusion, these three variables consistently have a positive influence on customer satisfaction, although other factors such as brand image, trust, and customer loyalty may also play a role
Co-Authors Hapzi Ali