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Elia Ardyan
Sekolah Tinggi Ilmu Ekonomi Ciputra Makassar
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Journal : academia open

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Emotional Experiences Drive Customer Loyalty in Indonesia : Pengalaman Emosional Mendorong Loyalitas Pelanggan di Indonesia Gideon Carakaardi Wicaksana; Elia Ardyan
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 Shanen Wulung Abigail Wulung Achmad Asqar Adelfy, Muhammad Fadel Adindah Novihartina Jafar Adindah Novihartina Jafar Aditya Halim Perdana Kusuma Putra Putra Aditya M. Kouwagam Kouwagam Al Mubarak, Mahesha Alicia Stephanie Gunawan Alicia Stephanie Gunawan Amdar Amdar Amdar, Amdar Andreas Andy Kifli Djiwono Angdris, Jacqueline Fidelia Angelina Jocelyn Djunaidy Anggriani, Andi Nurhalizah Anggriawan, Claudia Ari Susanti Ari Susanti Ari Susanti Arisian, Sobhan Arselia Stefy Arianto Arya Sadely Atika Ayu Ismawati Atika Ayu Ismawati, Atika Ayu Axelito, Denny Eka Ayu Roulina Natalida Simorangkir Barnabas Theodore Pistos Utomo Kaya Bilyan Putra Sari Biondy, Mel Budi Istiyanto Budi Istiyanto Budi Carolina Novi Mustikarini Carolina Novi Mustikarini Chaerani , Fatimah Rezky Chandra , Clarine Eugenia Chandra, Angelica Aurelia Charlyn Elizabeth Jocelyn Hamdali 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 Denny Dwi Wiratama Devin Riady Shak Diana Aqmala Dina Martha Hutapea Diondre Theodore Edelshia Salli Padang Endah Pri Ariningsih Endi Sarwoko Erwin Erwin Fadma Sari Felicia Wong Fenti Winda Sari Fenti Winda Sari, Fenti Winda Fika Kurniawaty Fintikasari, Indah Florencia Jierussel Fongiman, Evelyn Khezya Fransisca Jovita Amelfdi Gaitedy, Novyanti Gideon Carakaardi Wicaksana GINANJAR RAHMAWAN Ginanjar Rahmawan Ginanjar Rahmawan, Ginanjar Gobai, Febbi Afrelia Gracela Marisa Sanapang Gracia Ongkowijoyo Gwyneth Rachel Sentosa Hafiz Kurniawan Hafiz Kurniawan, Hafiz Hani Sirine Hasim , Natalsjha Angelique Ersten Uno 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 Jesika Phurnama Jesslyn Aurelya Chandra jodhinata, andreas Justin Wijaya Kasih, Agatha Febrina Kasmir Syariati Kesya Natalia Angriawan Laisila, Maya Lauwis, Angelica Liesapali, Karin Liliputra, Angelique Leticia Linawati Linawati Luhgianto M. Dandi Rahman Mahesha Al Mubarak Maichal Maichal Maichal Manuel Goncalves Manuel Goncalves Maritz, Alex Marselinus, Sayrina Cantika Marsya Lilyan Wijaya Meisyelin Yuriko Chananta Metta Padmalia Michel Vincencia Michel Vincencia Mouritzio Harapan Plate Muchtar Muchtar Muhammad Sa’ad Trisnawijaya Murry Harmawan Saputra Murry Harmawan Saputra Mustikarini, Carolina Novi Nada Syifa Natali Ika Widjaya Nico Lucky Wijaya Novi Yuniarti Novika Ayu Triany Oky Tira Ayuda Oky Tira Ayuda, Oky Tira Olivia T. Putri, Olivia T. Oscarius Yudhi Ari Wijaya Palino , Patricia Putri Pardi, . Powell Gian Hartono Purnomo, Windy Rahmat Zulfikar Raqi Rabbani Nugraha S.E., M.M, Dr. Monalisa, Sani, Fadhil Ali Setyiawan, Clarissa Febraskynova R. Siahaan, Paroloan Sinar Dharmayana Putra Sinar Dharmayana Putra Sonata Christian St Salmah Sharon Stenly Lorens Stiven Gunawan Suade, Yuyun K. M. Suciawan, Ariell Goldina Sutanto, J.E Suwanto, Vanessa Leviane Syahril Sidik Syam, Asriah Syarif, Siti Fadilah Syifa Annisa Nur Salsabilah tandoko, jason Tanesia, Cindy Yoel Tanesia, S.E., MBA, Cindy Yoel Tanus, Evelyn Destiana Thedy, Patricia Aprilia Theodore, Diondre Thoriq Amir Sholehuddin Toding, Luciana Alriani Tony Antonio Tunjung Candra Ervia Danis Utama, Vionisia Efelin Utomo Wibisono Utomo Wibisono Vangeline Mevica Thevianny 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 Williams, Jason Winarto Poernomo Winata . Winata ., Winata Winata Winata Winata, Winata Wirakusuma, Alvin Wirawan, Kevin Wisnu Sancoyo Wisnu Sancoyo, Wisnu Yudha Ari Wijaya Yunus Hani Dewanta Yuyun Karystin Meilisa Suade Yuyun Karystin Meilisa Suade