Pengaruh Pengalaman Konsumen dan Reputasi Perusahaan Terhadap Kepuasan Konsumen dan Loyalitas Konsumen
DOI:
https://doi.org/10.55606/cemerlang.v4i3.3102Keywords:
Consumer Satisfaction, Consumer Loyalty, Consumer Experience, Company Reputation,Abstract
The high growth of the cosmetics industry also creates problems in the form of business competition between companies and marketers operating in the cosmetics industry. This creates opportunities for the Indonesian cosmetics industry, with many new products entering the market, resulting in very tight competition. This provides opportunities for the cosmetics industry in Indonesia, so that many new products appear on the market which creates quite tight competition. This research aims to determine the influence of consumer experience and company reputation on consumer satisfaction and consumer loyalty. The research method uses descriptive causality in this study the population studied is those who have used Maybelline at least 2 times in the Kebon jeruk area. The sample in this study amounted to 180 respondents using the structural equation model (SEM) method. Based on the test results, it is known that consumer experience has a positive effect on consumer loyalty and consumer satisfaction has a positive effect on consumer loyalty. Consumer experience and company reputation have no effect on consumer satisfaction. Company reputation has no influence on consumer loyalty.
Downloads
References
Afridita, M., & Rahmidani, R. (2022). Pengaruh Harga dan Reputasi Perusahaan Terhadap Loyalitas Penggunaan Aplikasi Gojek. Jurnal Ecogen, 5(1), 56. https://doi.org/10.24036/jmpe.v5i1.12761
Amalia, L., & Rahmadhany, S. (2023). Analisis Pengaruh Citra Merek , Pengalaman Merek terhadap Kepuasan Merek dan Loyalitas Merek Kosmetik Wardah. INOBIS: Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 6(4), 468–479. https://doi.org/10.31842/jurnalinobis.v6i4.291
Amanggarana, A., & Rahanatha, G. (2018). Peran Kepuasan Dalam Memediasi Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan. 7(12), 6872–6900.
Amoako, G. K. (2022). Customer Satisfaction: Role of Customer Service, Innovation, and Price in the Laundry Industry in Ghana. Journal of African Business, 23(1), 146–164. https://doi.org/10.1080/15228916.2020.1826855
Aryska, M. (2017). Pengaruh Reputasi Perusahaan Dan Kualitas Pelayanan Terhadap Kepuasan Pasien (Kasus Rumah Sakit Islam Ibnu Sina Pekanbaru). Jom Fisip, 4(1), 1–15.
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.52110. https://doi.org/10.34208/jba.v23i1.902
Chandra, T. (2020). Service Quality, Consumer Satisfaction, dan Consumer Loyalty : Tinjauan Teoritis. In Angewandte Chemie International Edition, 6(11), 951–952. (Issue Mi).
Chen, C. M., She, C. M., & Lin, Y. C. (2020). The effect of travel experience on price– satisfaction link–evidence from group package tours. Current Issues in Tourism, 23(3), 317–322. https://doi.org/10.1080/13683500.2018.1509063
Dwiantari, S. (2020a). Pengaruh Citra Merek dan Kualitas Produk terhadap Loyalitas yang Dimediasi oleh Kepuasan (Studi pada Pelanggan Keju Indrakila di Boyolali). Jurnal Ilmiah Aset, 22(1), 51–62. https://doi.org/10.37470/1.022.1.07
Eka, D., & Putri, Y. H. (2020). Pengaruh Tingkat Pelayanan, Citra Kampus, Dan Kepuasan Terhadap Motivasi Mahasiswa: Studi Kasus Mahasiswa Fakultas Ekonomi Universitas Sriwijaya. Jurnal Manajemen Dan Bisnis Sriwijaya, 17(2), 79–90. https://doi.org/10.29259/jmbs.v17i2.9350
Farzin, M., Bagheri Abbassalikosh, A., Sadeghi, M., & Makvandi, R. (2021). The effect of sensory brand experience and brand equity on WTP a price premium in Iranian fast food restaurants: Mediating role of eWOM. Journal of Foodservice Business Research, 00(00), 1–21. https://doi.org/10.1080/15378020.2021.2017212
Fitriani, E. L. (2018). Pengaruh Reputasi Perusahaan dan Kepercayaan Terhadap Loyalitas Nasabah Pengguna E-Banking. Thesis Unpublished, 167.
Gulanang, M. G., & Pramudena, S. M. (2019). Analisis Kualitas Produk dan Citra Merek Terhadap Keputusan Pembelian dan Implikasinya Pada Kepuasan
Hamzah, M. L., Purwati, A. A., Jamal, A., Sutoyo, & Rizki, M. (2021). An analysis of customer satisfaction and loyalty of online transportation system in Pekanbaru, Indonesia. IOP Conference Series: Earth and Environmental Science, 704(1), 1– 9. https://doi.org/10.1088/1755-1315/704/1/012029
Hsu, S. H. (2008). Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index. Expert Systems with Applications, 34(4), 3033–3042. https://doi.org/10.1016/j.eswa.2007.06.036
Irfan, M., Islam, T., & Mubarik, M. S. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. In Sustainable Production and Consumption (Vol. 25, Issue July). Elsevier B.V. https://doi.org/10.1016/j.spc.2020.07.019
Kaur, H., Paruthi, M., Islam, J. U., & Hollebeek, L. D. (2020). The role of brand community identification and reward on consumer brand engagement and brand loyalty in virtual brand communities. Telematics and Informatics, 46(October 2019), 101321. https://doi.org/10.1016/j.tele.2019.101321
Keller, K. L. (2013). Strategic Brand Management. In Identity-Based Brand
Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction. Journal of Relationship Marketing, 21(1), 1–26. https://doi.org/10.1080/15332667.2020.1840904
Khasanah, S. H., Ariani, N., & Argo, J. G. (2021). Analisis Citra Merek, Kepercayaan Merek, dan Kepuasan Merek terhadap Loyalitas Merek. Prosiding Konferensi Riset Nasional Ekonomi, Manajemen, Dan Akuntansi, 2, 394–411.
Khazaei, A., & Taghipourian, M. J. (2016). Customer satisfaction through corporate reputation : The mediating role of perceived value. International Journal of Humanities and Cultural Studies, 3(2), 1424–1434. http://www.ijhcs.com/index.php/ijhcs/index
Kotler, P., & Armstrong, G. (2005). Principles of Marketing. In The Economic Journal (Vol. 38, Issue 151). https://doi.org/10.2307/2224326
Kotler, P., Wong, V., Saunders, J., & Armstrong, G. (2005). Principles of Marketing. Fourth European Edition. In Pearson (Vol. 38, Issue 151).
Laili, R. R., & Canggih, C. (2021). Pengaruh Kualitas Produk, Citra Merek, Dan Label Halal Terhadap Kepuasan Konsumen Produk Body Lotion Citra (Studi Kasus Mahasiswa Surabaya). Jurnal Ekonomi Syariah Teori Dan Terapan, 8(6), 743. https://doi.org/10.20473/vol8iss20216pp743-756
Management. https://doi.org/10.1007/978-3-658-13561-4_3
Mangiri, N. J. S., & Sasabone, L. (2023). Pengaruh Citra Perusahaan Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada Pt. Anugrah Karunia Logistik. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 7(2), 1346–1352. https://doi.org/10.31955/mea.v7i2.3177
Marliawati, A., & Cahyaningdyah, D. (2020). Impacts the Brand of Experience and Brand Image on Brand Loyalty: Mediators Brand of Trust. Management Analysis Journal, 9(2), 140–151. https://doi.org/10.15294/maj.v9i2.36945
Miharni Tjokrosaputro, I. A. D. (2020). Pengaruh Brand Satisfaction, Brand Trust, dan Brand Experience Terhadap Brand Loyalty Kompas Digital. Jurnal Manajemen Bisnis Dan Kewirausahaan, 4(1), 60. https://doi.org/10.24912/jmbk.v4i1.6801
Park, C. I., & Namkung, Y. (2022). The Effects of Instagram Marketing Activities on Customer-Based Brand Equity in the Coffee Industry. Sustainability (Switzerland), 14(3). https://doi.org/10.3390/su14031657
Paulose, D., & Shakeel, A. (2022). Perceived Experience, Perceived Value and Customer Satisfaction as Antecedents to Loyalty among Hotel Guests. Journal of Quality Assurance in Hospitality and Tourism, 23(2), 447–481. https://doi.org/10.1080/1528008X.2021.1884930
Pelanggan PT. Wilo Pumps Indonesia.1999(December), 1–6.
Pratama, A. P. (2021). Nature Republic dan Innisfree Sebagai Soft Power Brand Ambasador and Personality Korea Selatan di Indonesia. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 4(1), 1–12. https://doi.org/10.36407/jmsab.v4i1.263 Putra, T. W., & Keni. (2020). Brand Experience, Perceived Value, Brand Trust Untuk Mempreediksi Brand Loyalty: Brand Love Sebagai Variabel Mediasi. 4(1).
Putri, N. H., Sarfiah, S. N., Septiani, Y., Ekonomi, F., & Tidar, U. (2018). Analisis Determinan Nilai Ekspor Kopi Indonesia ke Determinant Analysis of Export Value of Indonesia Dimana menurut Kementrian Dalam Negeri berbagai andalan Negara Indonesia sudah melakukan ekspor kopi ke berbagai negara . Salah. 2.
Quan, N. H., Chi, N. T. K., Nhung, D. T. H., Ngan, N. T. K., & Phong, L. T. (2020).
Rizal, A., Mukti, M. A., Tjahjaningsih, E., & Musthofa, M. (2023). Efforts to Create Relational Commitment Through Satisfaction Based on Company Image, Perception and Superior Service Quality (Study on Insurance Claiments PT. Jasa Raharja Perwakilan Semarang). Jurnal Manajemen, 14(1), 238. https://doi.org/10.32832/jm-uika.v14i1.9795
Safitri, I., & Ali Mauludi. (2022). Pengaruh Brand Image, Brand Trust, Harga Dan Kualitas Produk Terhadap Loyalitas Konsumen Produk Emina Cosmetics Pada Mahasiswi Fakultas Ekonomi Dan Bisnis Islam Uin Satu Tulungagung Angkatan Tahun 2018. Juremi: Jurnal Riset Ekonomi, 2(3), 305–320. https://doi.org/10.53625/juremi.v2i3.3398
Şahin, A., Zehir, C., & Kitapçi, H. (2011). The effects of brand experiences, trust and satisfaction on building brand loyalty; an empirical research on global brands. Procedia - Social and Behavioral Sciences, 24, 1288–1301. https://doi.org/10.1016/j.sbspro.2011.09.143
Simangunsong, E., Sinaga, R. V., & Manihuruk, Y. P. U. (2022). Pengaruh Prediktabilitas Merek, Kesukaan Pada Merek, Kompetensi Merek, Reputasi Merek Dan Kepercayaan Pada Perusahaan Terhadap Loyalitas Merek Honda. Jurnal Manajemen Dan Bisnis, 22(September), 314–333. https://doi.org/10.54367/jmb.v22i2.2138
Sugiyono. (2021). Buku Metode Penelitian Pendidikan (kuantitatif,kualitatif,kombinasi R&D dan Penelitian Pendidikan. Penerbit Alfabeth Bandung, 32–41.
The influence of website brand equity, e-brand experience on e-loyalty: The mediating role of e-satisfaction. Management Science Letters, 10(1), 63–76. https://doi.org/10.5267/j.msl.2019.8.01524
Tri, A., Tjakraatmadja, N., Dhyah, D., Program, H., Bisnis, M., Manajemen, S., & Ekonomi, F. (2018). Pada Produk Kosmetik Di Instagram. 7(1).
Whitaker, J., Krishnan, M. S., Fornell, C., & Morgeson, F. (2020). How Does Customer Service Offshoring Impact Customer Satisfaction? Journal of Computer Information Systems, 60(6), 569–582. https://doi.org/10.1080/08874417.2018.1552091
Wijaya, B., Yulita, H., & Delviani, S. (2021). Pengaruh Pengalaman Emosional, Electronic Word of Mouth, Reputasi, Dan Kepuasan Terhadap Loyalitas Konsumen. Management and Accounting Expose, 3(2), 71–81. https://doi.org/10.36441/mae.v3i2.208
Wiliana, E., Erdawati, L., & Meitry, Y. (2019). Pengaruh Reputasi, Kualitas Relasional Dan Kepercayaan Pasien Terhadap Kepuasan Dan Loyalitas Pasien (Studi Kasus Pada Pasien Rawat Jalan Bpjs Di Rumah Sakit Swasta Kota Tangerang). E-Mabis: Jurnal Ekonomi Manajemen Dan Bisnis, 22(1), 96–108. https://doi.org/10.29103/e-mabis.v20i2.394
Xie, J., Tkaczynski, A., & Prebensen, N. K. (2020). Human value co-creation behavior in tourism: Insight from an Australian whale watching experience. Tourism Management Perspectives, 35(January), 100709. https://doi.org/10.1016/j.tmp.2020.100709
Yunanto, L. S. (2022). Analisis pengaruh kesadaran harga dan kualitas produk terhadap kepuasan pelanggan dalam membentuk loyalitas konsumen pada pelanggan somethinc. AGORA Vol. 10, No. 1, (2022), 10(1).
Zulfa, M. M., & Muslichah, I. (2022). Pengaruh Pengalaman dan Keterikatan Emosional terhadap Loyalitas Merek pada Pengguna Aplikasi Islami di Smartphone. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 1(1), 13–36.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 CEMERLANG : Jurnal Manajemen dan Ekonomi Bisnis
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
