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All Journal COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat International Journal of Economics and Management Research
jodhinata, andreas
Universitas Ciputra Surabaya
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Social Sciences

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Analysis of Customer Value and Customer Experience on Customer Satisfaction and Loyalty Bogi Akhmad Suendar; Endi Sarwoko; Andreas Jodhinata
International Journal of Economics and Management Research Vol. 4 No. 2 (2025): August: International Journal of Economics and Management Research
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/ijemr.v4i2.501

Abstract

The competitive rivalry in the ship classification service business poses a unique challenge for PT. Indonesian Classification Bureau (Persero) to enhance the company's competitive advantage, with maritime safety and service quality being prioritized to achieve customer satisfaction and loyalty. The objectives of this research are (1) To determine the partial effect of customer value and customer experience on customer satisfaction; (2) To determine the partial effect of customer value and customer experience on customer loyalty; (3) To determine the effect of customer satisfaction on customer loyalty; (4) To determine the effect of customer value on customer loyalty through the mediation of customer satisfaction; (5) To determine the effect of customer experience on customer loyalty through the mediation of customer satisfaction. The approach used in this research is quantitative. A sample of 90 people was selected using the Random Sampling technique. The data collection method used a questionnaire. The data analysis technique used SEM with PLS. Based on the results of this study, it was found that the customer experience variable significantly affects both the customer satisfaction variable and the customer loyalty variable. Furthermore, the customer value variable affects the customer satisfaction variable but does not significantly affect the customer loyalty variable. The customer satisfaction variable affects customer loyalty. For indirect variables, both the customer experience variable and the customer value variable affect customer loyalty, mediated by customer satisfaction. This study has limitations, namely that some respondents did not fully understand the statements in the questionnaire when it was administered. Suggestions for future researchers include creating a questionnaire with appropriate sentences and language that are easier for respondents to understand, and adding more variables.
Peran Customer Trust Dalam Memediasi Pengaruh E-Service Quality, Customer Experience Dan Information Quality Terhadap Customer Satisfaction: Studi Kasus Pada Aplikasi Pln Mobile Di Kawasan Up3 Depok Siahaan, Paroloan; Jodhinata, Andreas; Ardyan, Elia
COMSERVA : Jurnal Penelitian dan Pengabdian Masyarakat Vol. 4 No. 11 (2025): COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/comserva.v4i11.2992

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh e-service quality, customer experience, dan information quality terhadap kepuasan pelanggan aplikasi PLN Mobile, serta peran customer trust sebagai mediator. Menggunakan metode kuantitatif dengan pendekatan survei, sampel penelitian diambil dari 400 responden pelanggan PLN UID Jawa Barat yang menggunakan aplikasi PLN Mobile, dengan teknik simple random sampling. Data dikumpulkan melalui kuesioner yang mengukur variabel-variabel terkait menggunakan skala Likert. Teknik analisis data yang digunakan adalah Structural Equation Modeling (SEM) dengan pendekatan Partial Least Squares (PLS), yang diterapkan melalui aplikasi Smart PLS 4.0. Hasil penelitian menunjukkan bahwa e-service quality, customer experience, dan information quality memiliki pengaruh positif yang signifikan terhadap kepuasan pelanggan. Selain itu, customer trust berperan sebagai mediator yang memperkuat hubungan antara faktor-faktor tersebut dan kepuasan pelanggan. Penelitian ini menyimpulkan bahwa untuk meningkatkan kepuasan pelanggan, PLN perlu meningkatkan kualitas layanan aplikasi, memperbaiki pengalaman pengguna, dan menyediakan informasi yang akurat. Kepercayaan pelanggan juga menjadi faktor penting dalam memperkuat hubungan antara kualitas layanan dan kepuasan.
Co-Authors Bogi Akhmad Suendar Elia Ardyan Endi Sarwoko Siahaan, Paroloan