Analysis of Perceived Quality, Customer Satisfaction, and Customer Experience in Customer Loyalty at the Astra Daihatsu Surabaya workshop
DOI:
https://doi.org/10.37638/bima.7.1.473-490Keywords:
Perceived Quality, Customer Satisfaction, Customer Experience, Customer LoyaltyAbstract
Purpose: This study aims to analyze the influence of perceived quality, customer satisfaction, and customer experience on customer loyalty at the Astra Daihatsu Surabaya Workshop. This research is important to identify key factors that can strengthen customer loyalty amid intense competition in the automotive service industry and declining market conditions. Methodology: This research uses a quantitative approach with primary data collected through questionnaires distributed to 100 customers of the Astra Daihatsu Surabaya Workshop using purposive sampling. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS to test validity, reliability, and hypothesis relationships. Results: The results indicate that perceived quality, customer satisfaction, and customer experience have positive and significant effects on customer loyalty. Customer experience shows the strongest influence, followed by perceived quality and customer satisfaction. Findings: The study reveals that customer experience is the most dominant factor in shaping customer loyalty, highlighting the importance of service interactions, comfort, and emotional engagement. Novelty: This research integrates customer experience alongside perceived quality and customer satisfaction as independent variables influencing customer loyalty in the automotive workshop context. Originality: The study positions customer satisfaction as an independent variable and applies the Theory of Planned Behavior to explain customer loyalty behavior. Conclusion: Improving service quality, enhancing customer experience, and maintaining customer satisfaction are crucial strategies for strengthening customer loyalty. Type of Paper: Empirical research article.
References
A. Felix, S. Felina, and C. Claudia Natalie, “Memahami Kepuasan Pelanggan : Mengeksplorasi Customer Experience dengan Pendekatan Observasi Online,” Econ. Digit. Bus. Rev., vol. 5, no. 1, pp. 87–99, 2024.
A. I. Syafiudin, M. Rizal, and I. Athia, “Pengaruh Cita Rasa, Suasana Cafe, Lokasi, Dan Customer Experience Terhadap Loyalitas Pelanggan,” e – J. Ris. Manaj., vol. 13, no. 01, pp. 830–840, 2024.
Azhari, F., Indayani, L., & Pebrianggara, A. (2025). Analisis Electronic Word of Mouth ( e-WOM ), Harga , dan Citra Merek terhadap Minat Beli pada Produk The Originote. 9(1), 446–459. https://doi.org/10.33087/ekonomis.v9i1.2046
B. D. Kuntari, S. Kumadji, and K. Hidayat, “PELANGGAN ( Survei Pada Pelanggan Bengkel PT Astra International Tbk – Daihatsu Malang ),” vol. 36, no. 1, pp. 196–202, 2016.
B. Handoko, “Pengaruh Promosi, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Titipan Kilat JNE Medan,” J. Ilm. Manaj. dan Bisnis, vol. 18, no. 1, pp. 61–72, 2017, doi: 10.30596/jimb.v18i1.1098. DOI: https://doi.org/10.30596/jimb.v18i1.1098
Barrado-Timón, D., Palacios, A., & Hidalgo-Giralt, C. (2020). Medium and small cities, culture and the economy of culture. a review of the approach to the case of Spain in light of international scientific scholarship. Sustainability (Switzerland), 12(18). https://doi.org/10.3390/SU12187321 DOI: https://doi.org/10.3390/su12187321
Burhani and M. Afiq, “Pengaruh Brand Awareness, Brand Image, Dan Perceived Quality Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan,” pp. 1–80, 2020, [Online]. Available: https://lib.unnes.ac.id/39105/
C. B. Dewa and L. A. Safitri, “Analisa Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan OVO pada Masa Physical Distancing,” ASSET J. Manaj. dan Bisnis, vol. 3, no. 1, 2020, doi: 10.24269/asset.v3i1.2652. DOI: https://doi.org/10.24269/asset.v3i1.2652
D. A. Apriyani, “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen The Little a Coffee Shop Dikota Sidoarjo,” Sci. J. Reflect. Econ. Accounting, Manag. Bus., vol. 3, no. 3, p. 128, 2022.
E. Jurnal and I. Ekonomi, “Pengaruh Kepuasan terhadap Loyalitas Pelanggan Bengkel Resmi PT . Citra Thamrin Motor Kota Jambi,” vol. 15, no. 2, pp. 115–121, 2024, doi: 10.33087/eksis.v15i2.466. DOI: https://doi.org/10.33087/eksis.v15i2.466
E. N. Pangesti, S. Resmi, and A. M. Utami, “Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Badan Penyelenggaraan Jaminan Sosial Ketenagakerjaan Gunungkidul,” Cakrawala Bisnis, vol. 5, no. 1, pp. 17–28, 2024.
E. Susilawati, E. H. Prastiwi, and Y. Kartika, “Pengaruh Persepsi Harga, Diskon, dan Customer Experience terhadap Loyalitas Pelanggan Produk Fashion Shopee,” JAMIN J. Apl. Manaj. dan Inov. Bisnis, vol. 5, no. 1, p. 1, 2022, doi: 10.47201/jamin.v5i1.131. DOI: https://doi.org/10.47201/jamin.v5i1.131
Ekobis, J., Vol, D., Mei, N., Boikot, P., Experiential, D. A. N., Terhadap, M., Setiawan, A. D., Yani, M., Indayani, L., & Naskah, I. (2025). Loyalitas Pelanggan Kfc Melalui Brand Image Sebagai Variabel Intervening ( Studi Pada Pelanggan Kfc Sidoarjo ) Fakultas Bisnis , Hukum dan Ilmu Sosial Universitas Muhammadiyah Sidoarjo Email : muhammad_yani@umsida.ac.id. 8(2), 1201–1216.
F. Azhari, L. Indayani, and A. Pebrianggara, “Analisis Electronic Word of Mouth ( e-WOM ), Harga , dan Citra Merek terhadap Minat Beli pada Produk The Originote,” vol. 9, no. 1, pp. 446–459, 2025, doi: 10.33087/ekonomis.v9i1.2046. DOI: https://doi.org/10.33087/ekonomis.v9i1.2046
F. F. S. dan D. Dharmayanti, “Pengaruh Brand Image dan Perceived Quality Terhadap Kepuasan dan Loyalitas Pelanggan Mobil Toyota di Surabaya,” J. Manaj. Pemasar. Petra, vol. 2, no. 1, pp. 1–8, 2014.
F. H. H. Quantrianto, P. T. P. Hutomo, and E. S. Pujiarti, “Pengaruh Brand Awareness, Brand Association dan Perceived Quality terhadap Customer Relationship Management Kecap Manis Merek ABC,” J. Ilm. Din. Ekon. dan Bisnis, vol. 1, no. 1, pp. 89–101, 2013.
F. Hasibuan, N. D. Dirbawanto, P. Studi, I. Administrasi, and U. S. Utara, “TRANSEKONOMIKA : Akuntansi , Bisnis dan Keuangan Pengaruh Perceived Quality dan Price Discount Terhadap Loyalitas Pelanggan Pada Aplikasi Grabfood,” vol. 4, no. 1, pp. 47–56, 2024. DOI: https://doi.org/10.55047/transekonomika.v4i1.610
F. Soleha, M. Rizal, and N. Wahyuningtiyas, “Vol. 13. No. 01 ISSN : 2302-7061,” E-Jurnal Ris. Manaj., vol. 13, no. 01, pp. 627–638, 2024.
F. Wajdi et al., Metode Penelitian Kuantitatif, vol. 7, no. 2. 2024.
Felix, A., Felina, S., & Claudia Natalie, C. (2024). Memahami Kepuasan Pelanggan : Mengeksplorasi Customer Experience dengan Pendekatan Observasi Online. Economics and Digital Business Review, 5(1), 87–99.
Gunawan, I., & Hasanah, H. (2019). Kuantitatif Imam Gunawan. At-Taqaddum, 8(1), 29.
I. Gunawan and H. Hasanah, “Kuantitatif Imam Gunawan,” At-Taqaddum, vol. 8, no. 1, p. 29, 2019.
I. Ilham, F. Kumalasari, and H. Kurniadi, “Kontribusi Pemasaran Pengalaman dan Ekuitas Merek dalam Membangun Loyalitas Pelanggan Sepeda Motor Yamaha,” ASSET J. Manaj. dan Bisnis, vol. 7, no. 1, pp. 12–22, 2024, doi: 10.24269/asset.v7i1.9252. DOI: https://doi.org/10.24269/asset.v7i1.9252
I. Punama and Yuliana, “Management Pemasaran,” Manajeman Pemasar. jasa, vol. 4, no. 2, p. 96, 2021.
Indah Handaruwati, “Pengaruh Customer Experience Terhadap Kepuasan Konsumen Produk Kuliner Lokal Soto Mbok Geger Pedan Klaten,” J. Bisnisman Ris. Bisnis dan Manaj., vol. 3, no. 2, pp. 16–33, 2021, doi: 10.52005/bisnisman.v3i2.45. DOI: https://doi.org/10.52005/bisnisman.v3i2.45
J. Artikel, “Jejak Artikel:,” vol. 5, no. April, pp. 946–959, 2023.
J. Ekobis et al., “Loyalitas Pelanggan Kfc Melalui Brand Image Sebagai Variabel Intervening ( Studi Pada Pelanggan Kfc Sidoarjo ) Fakultas Bisnis , Hukum dan Ilmu Sosial Universitas Muhammadiyah Sidoarjo Email : muhammad_yani@umsida.ac.id,” vol. 8, no. 2, pp. 1201–1216, 2025. DOI: https://doi.org/10.30738/ed_en.v8i2.4483
Juliana and T. Noval, “Pengaruh Servicescape terhadap Loyalitas Konsumen Di Restoran Chakra The Breeze Bumi Serpong Damai,” vol. 4, no. 1, pp. 1–4, 2020.
Juliana, & Noval, T. (2020). Pengaruh Servicescape terhadap Loyalitas Konsumen Di Restoran Chakra The Breeze Bumi Serpong Damai. 4(1), 1–4.
K. A. Putri, “Determinan Customer Experience, Value, Trust, Satisfaction and Loyalty Produk Body Care Vaseline,” vol. 12, pp. 6–25, 2023.
K. Damanik, M. Sinaga, S. Sihombing, M. Hidajat, and O. S. Prakoso, “Pengaruh Kualitas Layanan, Kebijakan Publik dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan,” J. Manaj. Pendidik. Dan Ilmu Sos., vol. 5, no. 2, pp. 76–85, 2024, doi: 10.38035/jmpis.v5i2.1834. DOI: https://doi.org/10.38035/jmpis.v5i2.1834
K. V. W. Atmaja, I. N. Sujana, and K. R. Suwena, “Pengaruh Kualitas Pelayanan dan Kepuasan Terhadap Loyalitas Pelanggan pada PT. Pos Cabang Singaraja,” J. Pendidik. Ekon. Undiksha, vol. 10, no. 1, p. 12, 2019, doi: 10.23887/jjpe.v10i1.20039. DOI: https://doi.org/10.23887/jjpe.v10i1.20039
Kotler, P. (2017). Marketing Manajement, 15th Edition New Jersey: Pearson Pretice Hall, Inc.
Kuntari, B. D., Kumadji, S., & Hidayat, K. (2016). PELANGGAN ( Survei Pada Pelanggan Bengkel PT Astra International Tbk – Daihatsu Malang ). 36(1), 196–202.
Kusuma, I. G. A. E. T., Yasmari, N. N. W., Agung, A. A. P., & Landra, N. (2021). When Satisfaction Is Not Enough to Build a Word of Mouth and Repurchase Intention. Asia Pacific Management and Business Application, 010(01), 1–20. https://doi.org/10.21776/ub.apmba.2021.010.01.1 DOI: https://doi.org/10.21776/ub.apmba.2021.010.01.1
L. Cucu Sumartini and D. Fajriany Ardining Tias, “Analisis Kepuasan Konsumen Untuk Meningkatkan Volume Penjualan Kedai Kopi Kala Senja,” J. E-Bis, vol. 3, no. 2, pp. 111–118, 2019, doi: 10.37339/e-bis.v3i2.124. DOI: https://doi.org/10.37339/e-bis.v3i2.124
M. Alqamari, A. R. Cemda, and M. Yusuf, “Keefektifan Lama Perendaman Benih dengan Indole Acetic Acid terhadap Pertumbuhan Bibit Cabai Merah (Capsicum annuum L.),” Agrikultura, vol. 32, no. 2, p. 182, 2021, doi: 10.24198/agrikultura.v32i2.33330. DOI: https://doi.org/10.24198/agrikultura.v32i2.33330
M. D. Dewi Swari,Atmaja, “Jurnal EMAS,” J. Emas, vol. 3, no. 9, pp. 51–70, 2022. DOI: https://doi.org/10.53695/js.v3i2.842
M. F. IrawanLubis, N. Aslami, and K. Tambunan, “Pengaruh Harga, Pelayanan Dan Customer Experience Terhadap Kepuasan Pelanggan Pada Cafe Pascho Pematangsiantar,” J. Ilm. Manajemen, Ekon. Akunt., vol. 7, no. 2, pp. 872–882, 2023, doi: 10.31955/mea.v7i2.3074. DOI: https://doi.org/10.31955/mea.v7i2.3074
M. Marzuki, Z. Wahab, M. Widiyanti, and M. S. Sihab, “Pengaruh Relationship Marketing Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada PT. Bank Perkreditan Rakyat Sumatra Selatan,” J. Manaj. Bisnis, vol. 11, no. 2, pp. 252–259, 2020.
M. Najmudin, A. Widianto, T. Dwiwinarno, and B. Setyanta, “Pengaruh Kualitas Layanan, Kepuasan Dan Kepercayaan Terhadap Loyalitas Pelanggan Dalam Menggunakan Jasa Pengiriman ‘Kirimaja’ Yogyakarta,” J. Cahaya Mandalika, pp. 61–70, 2022.
Marzuki, M., Wahab, Z., Widiyanti, M., & Sihab, M. S. (2020). Pengaruh Relationship Marketing Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada PT. Bank Perkreditan Rakyat Sumatra Selatan. Jurnal Manajemen Bisnis, 11(2), 252–259. DOI: https://doi.org/10.18196/mb.11296
Muljani, N. (2021). Pengaruh Experiential Marketing terhadap Loyalitas Pelanggan Dimediasi oleh Kepuasan Pelanggan (Studi pada Restoran Boncafe di Surabaya). Jurnal Ilmiah Manajemen, 9(2), 210–221. http://www.ejournal.pelitaindonesia.ac.id/ojs32/index.php/PROCURATIO/index
N. A. Mranani and S. D. Lastianti, “Hubungan Kelompok Acuan, Perceived Value, Perceived Quality Dan Media Sosial Terhadap Niat Pembelian Serta Dampaknya Pada Keputusan Pembelian Sepeda Pushbike (Studi Pada Komunitas Pushbike Surabaya),” J. Media Mahard., vol. 20, no. 2, pp. 252–263, 2022.
N. Fajariah, A. Thoyib, and F. Rahman, “Pengaruh Brand Awareness, Perceived Quality, dan Brand Image terhadap Brand Loyalty pada Generasi Y di Indonesia,” J. Apl. Manaj., vol. 14, no. 3, pp. 471–480, 2016, doi: 10.18202/jam23026332.14.3.08. DOI: https://doi.org/10.18202/jam23026332.14.3.08
N. Muljani, “Pengaruh Experiential Marketing terhadap Loyalitas Pelanggan Dimediasi oleh Kepuasan Pelanggan (Studi pada Restoran Boncafe di Surabaya),” J. Ilm. Manaj., vol. 9, no. 2, pp. 210–221, 2021.
N. Nusaputra, M. Choiri, and L. T. W. N. Kusuma, “Analisis Peningkatan Kualitas Pelayanan Bengkel Dengan Metode Servqual, Ipa, dan Indeks PGCV ( Studi Kasus di PT . Astra International Tbk-Daihatsu Branch Office Malang ) Analysis Of Quality Improvement Service Workshop By Using Servqual, Ipa, And PG,” J. Rekayasa Dan Manaj. Sist. Ind. Vol. 2 No. 6 Tek. Ind. Univ. Brawijaya Anal., vol. 2, no. 6, pp. 1239–1250, 2014.
O. Tyrväinen, H. Karjaluoto, and H. Saarijärvi, “Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail,” J. Retail. Consum. Serv., vol. 57, no. December 2019, 2020, doi: 10.1016/j.jretconser.2020.102233.
P. H. Labuhanbatu, Y. Mardiana, and D. Simanjuntak, “Economics and Digital Business Review Analisis Persepsi Konsumen Terhadap Kepuasan Konsumen Pengguna Jasa Sumardi Jaya Bengkel Mobil Di Teluk Sentosa,” vol. 6, no. 2, 2025.
P. R. A. E. Eliasari and I. P. G. Sukaatmadja, “Fakultas Ekonomi dan Bisnis Universitas Udayana , Bali , Indonesia dan mengingat merek dalam situasi yang berbeda . Kesadaran merek terdiri atas,” E-Jurnal Manaj. Unud, vol. 6, no. 12, pp. 6620–6650, 2017.
Pangesti, E. N., Resmi, S., & Utami, A. M. (2024). Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Badan Penyelenggaraan Jaminan Sosial Ketenagakerjaan Gunungkidul. Cakrawala Bisnis, 5(1), 17–28. DOI: https://doi.org/10.35917/cb.v5i1.481
Pribadi, A., & Sayidah, N. (2024). A comprehensive review of service quality, perceived value, loyalty, and customer satisfaction: integration and implications for modern marketing strategies. Journal of Economics, Management …, 4(2), 69–82. https://www.abnus.org/jemeb/article/view/198%0Ahttps://www.abnus.org/jemeb/article/download/198/119
Putra, R. (2021). Determinasi Kepuasan Pelanggan Dan Loyalitas Pelanggan Terhadap Kualitas Produk, Citra Merek Dan Persepsi Harga (Literature Review Manajemen Pemasaran). Jurnal Ekonomi Manajemen Sistem Informasi, 2(4), 516–524. https://doi.org/10.31933/jemsi.v2i4.461
Putri, K. A. (2023). Determinan Customer Experience, Value, Trust, Satisfaction and Loyalty Produk Body Care Vaseline. 12, 6–25.
Quantrianto, F. H. H., Hutomo, P. T. P., & Pujiarti, E. S. (2013). Pengaruh Brand Awareness, Brand Association dan Perceived Quality terhadap Customer Relationship Management Kecap Manis Merek ABC. Jurnal Ilmiah Dinamika Ekonomi Dan Bisnis, 1(1), 89–101.
R. E. Wardhana, “Pengaruh Customer Experience Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Konsumen Mie Rampok Tahanan Surabaya),” J. Ilmu Manaj., vol. 4, no. 3, pp. 1–9, 2016.
R. Putra, “Determinasi Kepuasan Pelanggan Dan Loyalitas Pelanggan Terhadap Kualitas Produk, Citra Merek Dan Persepsi Harga (Literature Review Manajemen Pemasaran),” J. Ekon. Manaj. Sist. Inf., vol. 2, no. 4, pp. 516–524, 2021, doi: 10.31933/jemsi.v2i4.461. DOI: https://doi.org/10.31933/jemsi.v2i4.461
R. Yolanda, W. L. Hardilawati, and H. T. Hinggo, “Pengaruh Perceived Quality, Customer Relationship Marketing Dan Store Atmosphere Terhadap Loyalitas Konsumen,” Econ. Account. Bus. J., vol. 1, no. 1, pp. 146–156, 2021.
S. A. Jannah and K. A. Hayuningtias, “Pengaruh Kualitas Produk Dan Persepsi Harga Terhadap Kepuasan Pelanggan Serta Dampaknya Pada Loyalitas Pelanggan,” Jesya, vol. 7, no. 1, pp. 489–500, 2024, doi: 10.36778/jesya.v7i1.1421. DOI: https://doi.org/10.36778/jesya.v7i1.1421
S. Lasalimu, I. Milang, and Z. J. P. Djalamang, “Pengaruh Kepuasan Pelanggan Terhadap Loyalitas Pada Toko Irma Jaya Kecamatan Taliabu Utara: The Effect Of Customer Satisfaction On Loyalitas At The Irma Jaya Store Taliabu Utara District,” J. Ilm. Produktif, vol. 10, no. 1, p. 16, 2022.
S. Sulyantri, Nanik Wahyuningtiyas, and Arini Fitria Mustapita, “Pengaruh Brand Awareness, Brand Images Dan Perceived Quality Terhadap Loyalitas Pelanggan (Studi Pada Mahasiswi Kota Malang yang melakukan Pembelian di Clodia Outfit),” E Jurnal- Risat Manaj., vol. 12, no. 01, pp. 510–518, 2023.
Sambodo Rio Sasongko, “Faktor-Faktor Kepuasan Pelanggan Dan Loyalitas Pelanggan (Literature Review Manajemen Pemasaran),” J. Ilmu Manaj. Terap., vol. 3, no. 1, pp. 104–114, 2021, doi: 10.31933/jimt.v3i1.707.
Sambodo Rio Sasongko. (2021). Faktor-Faktor Kepuasan Pelanggan Dan Loyalitas Pelanggan (Literature Review Manajemen Pemasaran). Jurnal Ilmu Manajemen Terapan, 3(1), 104–114. https://doi.org/10.31933/jimt.v3i1.707 DOI: https://doi.org/10.31933/jimt.v3i1.707
Singh, V., Sharma, M. P., Jayapriya, K., Kiran Kumar, B., Raj, M. A., Chander, N., & Kumar, B. R. (2023). Service Quality, Customer Satisfaction And Customer Loyalty: A Comprehensive Literature Review. Journal of Survey in Fisheries Sciences, 10(4S), 3457–3464.
Soleha, F., Rizal, M., & Wahyuningtiyas, N. (2024). Vol. 13. No. 01 ISSN : 2302-7061. E-Jurnal Riset Manajemen, 13(01), 627–638.
Subudhi, R. N. (n.d.). Ac ce and AI Future of Research in Ac ce.
Sulyantri, S., Nanik Wahyuningtiyas, & Arini Fitria Mustapita. (2023). Pengaruh Brand Awareness, Brand Images Dan Perceived Quality Terhadap Loyalitas Pelanggan (Studi Pada Mahasiswi Kota Malang yang melakukan Pembelian di Clodia Outfit). E Jurnal- Risat Manajemen, 12(01), 510–518.
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847 DOI: https://doi.org/10.1080/23311975.2021.1937847
Syafiudin, A. I., Rizal, M., & Athia, I. (2024). Pengaruh Cita Rasa, Suasana Cafe, Lokasi, Dan Customer Experience Terhadap Loyalitas Pelanggan. E – Jurnal Riset Manajemen, 13(01), 830–840.
T. Buku and F. Pekanbaru, “Pengaruh Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Toko Buku Fadira Pekanbaru”.
Tyrvainen, Karjaluoto, “Pengaruh Customer Experience dan Customer Value Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening Studi pada Pelanggan di Bengkel Ravi Motor Juwana-Pati,” J. Bisnis dan Manaj., vol. 10, no. 2, pp. 241–250, 2023.
Tyrväinen, O., Karjaluoto, H., & Saarijärvi, H. (2020). Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail. Journal of Retailing and Consumer Services, 57(December 2019). https://doi.org/10.1016/j.jretconser.2020.102233 DOI: https://doi.org/10.1016/j.jretconser.2020.102233
U. M. Area, “Pengaruh Customer Experience Terhadap Loyalitas Pelanggan Dengan Customer Satisfaction Sebagai Variabel Intervenig Butik Plus Gallery Medan,” 2022.
U. Sembilanbelas et al., “Perceived Brand Value And Consumer Involvement On Brand Loyalty Ismanto Universitas Sembilanbelas November Kolaka Muhamad Stiadi Universitas Sembilanbelas November Kolaka Ulfasari,” vol. 3, no. 4, pp. 42–52, 2023. DOI: https://doi.org/10.55606/cemerlang.v3i4.1844
Wajdi, F., Seplyana, D., Juliastuti, Rumahlewang, E., Fatchiatuzahro, Halisa, N. N., Rusmalinda, S., Kristiana, R., Niam, M. F., Purwanti, E. W., Melinasari, S., & Kusumaningrum, R. (2024). Metode Penelitian Kuantitatif. In Jurnal Ilmu Pendidikan (Vol. 7, Issue 2).
Y. Krisna, “Daihatsu Masifkan Penetrasi Layanan Purna Jual, Strategi Menghadapi Kelesuan Pasar Otomotif,” 2024. Accessed: Jun. 28, 2025.
Yolanda, R., Hardilawati, W. L., & Hinggo, H. T. (2021). Pengaruh Perceived Quality, Customer Relationship Marketing Dan Store Atmosphere Terhadap Loyalitas Konsumen. Economics, Accounting and Business Journal, 1(1), 146–156.
Yuda Riskiawan, E. A. W. dan Y. A. (2017). Analisis Pengaruh Brand Perceived Value Awareness , , Perceived Quality Terhadap Loyalitas Pelanggan Pada Produk Bumbu Masak Kokita Di Kota Batam. Jurnal Equilibiria, 4(1), 1–33.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Lilik Indayani, Dwi Salsabila Ulfirin, Muhammad Yani (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
An author who publishes in the BIMA JOURNAL: Business, Management, and Accounting Journal agrees to the following terms:
Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
BIMA JOURNAL: Business, Management and Accounting is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
You are free to:
Share — copy and redistribute the material in any medium or format
Adapt — remix, transform, and build upon the material
for any purpose, even commercially.
The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
ShareAlike — If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
- You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation.
- No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
How to Cite
