<![CDATA[This study aims to understand the meaning of omnichannel experience consistency for automotive workshop customers and how such experiences contribute to customer loyalty. The context of Jaya Abadi Automotive Workshop was selected because customer service interactions occur not only through face-to-face encounters at the workshop, but also through WhatsApp, telephone calls, social media, Google reviews, and service reminders. This research was designed as a qualitative study using a case study approach. Data were collected through semi-structured in-depth interviews with customers who had used more than one service channel, observations of service processes, and documentation of relevant customer communications. Thematic analysis was employed to interpret patterns of meaning emerging from customer experiences. Preliminary findings indicate four main themes: consistency of information as the foundation of technical trust, continuity of relationships between digital and face-to-face channels, fulfillment of service promises as evidence of workshop integrity, and service memory perceived as personal. These findings emphasize that customer loyalty in automotive workshops is determined not only by price or location proximity, but also by the alignment of cross-channel experiences that make customers feel secure, understood, and confident to return. The practical implications of this study highlight the need for communication standardization, integration of service histories, and consistent post-service follow-up across all service channels.]]>
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