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All Journal JDM (Jurnal Dinamika Manajemen) Journal The Winners Gadjah Mada International Journal of Business Jurnal Minds: Manajemen Ide dan Inspirasi JBTI : Jurnal Bisnis : Teori dan Implementasi AJIE (Asian Journal of Innovation and Entrepreneurship) Binus Business Review Graduasi: Jurnal Bisnis & Ekonomi DERIVATIF Jurnal Mirai Management International Journal of Artificial Intelligence Research International Conferences SDGs 2030 Challenges and Solutions Fokus Ekonomi IJEBD (International Journal Of Entrepreneurship And Business Development) DIJB (Diponegoro International Journal of Business) BBM (Buletin Bisnis dan Manajemen) Jurnal Entrepreneur dan Entrepreneurship MABIS: Manajemen dan Bisnis International Journal of Economics, Business and Accounting Research (IJEBAR) Review of Management and Entrepreneurship Jurnal Leverage, Engagement, Empowerment of Community (LeECOM) Abdimas: Jurnal Pengabdian Masyarakat Universitas Merdeka Malang Jurnal Performa : Jurnal Manajemen dan Start-up Bisnis Jurnal Abdidas Inobis: Jurnal Inovasi Bisnis dan Manajemen Indonesia Academia Open Jurnal Ilmiah Wahana Pendidikan JEBDEKER: Jurnal Ekonomi, Manajemen, Akuntansi, Bisnis Digital, Ekonomi Kreatif, Entrepreneur Nobel Management Review Telaah Bisnis Co-Value : Jurnal Ekonomi, Koperasi & Kewirausahaan Journal of Social Research COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Golden Ratio of Community Services and Dedication BULETIN BISNIS & MANAJEMEN (BBM) Jurnal Manajemen dan Kewirausahaan Journal Online Manajemen ELPEI (JOMEL) ASEAN Marketing Journal Jurnal Manajemen dan Pemasaran Jasa Eduvest - Journal of Universal Studies Prapanca : Jurnal Abdimas Jurnal Abdimas Sosek (Jurnal Pengabdian dan Pembardayaan Masyarakat) AMMA : Jurnal Pengabdian Masyarakat Lajagoe Pustaka Jurnal Ekonomi Bisnis dan Kewirausahaan International Journal of Review Management Business and Entrepreneurship
Elia Ardyan
Department Of Management, Sekolah Tinggi Ilmu Ekonomi Ciputra Makassar, Makassar, Indonesia
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Journal : Academia Open

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Emotional Experiences Drive Customer Loyalty in Indonesia Wicaksana, Gideon Carakaardi; Ardyan, Elia
Academia Open Vol 9 No 2 (2024): December
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/acopen.9.2024.9144

Abstract

General Background: Customer loyalty has evolved significantly with the rise of technology and social media, where emotional experiences now play a crucial role. Specific Background: This study focuses on Taman Dayu, a resort villa in Pasuruan, East Java, known for its natural scenery and ambience. Knowledge Gap: There is limited research on how emotional experiences and service quality influence consumer loyalty in the property sector, particularly in the context of Taman Dayu. Aims: This research aims to analyze how consumers form emotional bonds with brands and properties and examine the role of service quality in strengthening these relationships. Method: The study used a quantitative approach with a sample of 106 respondents from 250 distributed questionnaires, processed using SPSS. The research involved creating a questionnaire that adapted operational items from previous studies. Emotional experience, customer loyalty, and service quality were the key variables examined. A simple moderation regression method was employed to determine if the relationship between emotional experience and customer loyalty is moderated by service quality. Results: The findings indicate that emotional experiences significantly impact consumer loyalty. Positive emotions such as happiness and satisfaction lead to higher loyalty levels, characterized by repeat purchases and recommendations. Although service quality did not significantly moderate the relationship between emotions and loyalty, it was found to enhance positive emotional experiences, underscoring its importance in fostering consumer loyalty. Novelty: This research highlights the significant impact of emotional experiences on consumer loyalty in the property industry, a relatively underexplored area, especially for a specific location like Taman Dayu. Implications: The study suggests that property managers should focus on enhancing emotional experiences and maintaining high service quality to build and strengthen emotional bonds with consumers, ultimately increasing loyalty. Future research should consider larger, more diverse samples and explore additional variables such as pricing and secondary market dynamics to provide a more comprehensive understanding of consumer loyalty. Highlight: Positive emotions significantly boost customer loyalty. Service quality enhances emotions but doesn't moderate loyalty. Future research should use diverse samples and explore pricing and promotions. Keyword: Customer loyalty, emotional experience, service quality, Taman Dayu, quantitative research
Co-Authors . Ismunawan . Pardi Abigail Wulung Achmad Asqar Adelfy, Muhammad Fadel Adindah Novihartina Jafar Adindah Novihartina Jafar Aditya Halim Perdana Kusuma Putra Putra Aditya M. Kouwagam Kouwagam Alex Maritz Alicia Stephanie Gunawan Amdar, Amdar Amir Sholehuddin, Thoriq Andreas Angdris, Jacqueline Fidelia Angelina Jocelyn Djunaidy Anggriani, Andi Nurhalizah Anggriawan, Claudia Ari Susanti Ari Susanti Ari Susanti Arselia Stefy Arianto Asriah Syam Atika Ayu Ismawati Atika Ayu Ismawati, Atika Ayu Barnabas Theodore Pistos Utomo Kaya Bilyan Putra Sari Putra Sari Biondy, Mel Budi Istiyanto Budi Istiyanto Budi Carolina Novi Mustikarini Chandra, Angelica Aurelia Christina Sudyasjayanti Cindy Yoel Tanesia Cindy Yoel Tanesia Cindy Yoel Tanesia Cipta C. Perdana Claudia, Jenica Constantine, Winston Cosmas Gatot Haryono Daniel Kurniawan David Sundoro Deasy Widya Hayu Deni Setiadi Deni Setiadi, Deni Denny Bernardus Dewanta, Yunus Hani Diana Aqmala Dina Martha Hutapea Diondre Theodore Edelshia Salli Padang Endah Pri Ariningsih Erwin Erwin Erwin Erwin Parega Fadma Sari Felicia Wong Fenti Winda Sari Fenti Winda Sari, Fenti Winda Fintikasari, Indah Fongiman, Evelyn Khezya Fransisca Jovita Amelfdi Gaitedy, Novyanti GINANJAR RAHMAWAN Ginanjar Rahmawan Ginanjar Rahmawan, Ginanjar Gobai, Febbi Afrelia Goncalves, Manuel Gracia Ongkowijoyo Hafiz Kurniawan Hafiz Kurniawan, Hafiz Hani Sirine Heny Kurnianingsih Heny Kurnianingsih, Heny Hertanto, Noel Hestin Mutmainah, Hestin Ida Ayu Kade R. Kusasih, Ida Ayu Kade R. Indah Fintikasari Indri Wijayanti Ismunawan Ismunawan, Ismunawan Istiatin Ivan, Johanes Jason Hartanto jodhinata, andreas Kasih, Agatha Febrina Kasmir Syariati Laisila, Maya Lauwis, Angelica Liesapali, Karin Liliputra, Angelique Leticia Linawati Linawati Luhgianto Mahesha Al Mubarak Maichal Maichal Maichal Manuel Goncalves Marselinus, Sayrina Cantika Metta Padmalia Michel Vincencia Michel Vincencia Mouritzio Harapan Plate Muchtar Muchtar Murry Harmawan Saputra Murry Harmawan Saputra Mustikarini, Carolina Novi Mustikarini, S.E., M.Sc, Dr. Carolina Novi Natali Ika Widjaya Nico Lucky Wijaya Novi Yuniarti Novika Ayu Triany Novika Ayu Triany Oky Tira Ayuda Oky Tira Ayuda, Oky Tira Olivia T. Putri, Olivia T. Oscarius Yudhi Ari Wijaya Pardi, . Parega, Erwin Purnomo, Windy Rahmat Zulfikar Raqi Rabbani Nugraha S.E., M.M, Asriah Syam, S.E., M.M, Dr. Monalisa, Sanapang, Gracela Marisa Sani, Fadhil Ali Sentosa, Gwyneth Rachel Setyiawan, Clarissa Febraskynova R. Siahaan, Paroloan Sinar Dharmayana Putra Sinar Dharmayana Putra Sobhan Arisian Sonata Christian St Salmah Sharon Stiven Gunawan Suade, Yuyun K. M. Suciawan, Ariell Goldina Sutanto, J.E Suwanto, Vanessa Leviane Syahril Sidik Syam, Asriah Syarif, Siti Fadilah tandoko, jason Tanesia, Cindy Yoel Tanesia, S.E., MBA, Cindy Yoel Tanus, Evelyn Destiana Thedy, Patricia Aprilia Theodore, Diondre Toding, Luciana Alriani Tony Antonio Tunjung Candra Ervia Danis Utama, Vionisia Efelin Utomo Wibisono Utomo Wibisono Vionisia Efelin Utama Vlady Marcelo Sorensen Wibisono, Utomo Wicaksana, Gideon Carakaardi Widiarti, Ary Wijaya, Cynthia Wijaya, Faustin Venus Wijaya, Oscarius Yudhi Ari Wijaya, Oscarius Yudhi Ari Wijaya, Windy Angelica Widya Willar, Ayumi Elizabeth Pricillia Winarto Poernomo Winata . Winata ., Winata Winata Winata Winata, Winata Wirakusuma, Alvin Wirawan, Kevin Wisnu Sancoyo Wisnu Sancoyo, Wisnu Yuyun Karystin Meilisa Suade Yuyun Karystin Meilisa Suade