The influence of brand trust customer experience and service innovation on customer loyalty (case study on berkah madani car rental)
##plugins.themes.academic_pro.article.sidebar##
Published
Jul 22, 2023
Download
Statistic
Downloads
Download data is not yet available.
##plugins.themes.academic_pro.article.main##
Abstract
This study aims to analyse the effect of brand trust, customer experience, and service innovation on customer loyalty. The results of this study are expected to be a source of knowledge for Berkah Madani in maintaining customer loyalty so that customers can make repeated rental transactions. This study uses sample of 100 people who are customers of Berkah Madani car rental in Bandung, West Java. Simple random sampling and distributing questionnaires are the sampling techniques used. A five-point Likert scale was used in measuring the research variables. The questionnaire was filled in by the respondent in accordance with the variable indicators. The data analysis method used is using SPSS for windows 21 software. Research shows that Brand Trust, Customer Experience and Service Innovation have a positive and significant effect on Customer Loyalty.
##plugins.themes.academic_pro.article.details##
How to Cite
Wardhani , N. H. A., & Munawar , F. (2023). The influence of brand trust customer experience and service innovation on customer loyalty (case study on berkah madani car rental). Enrichment : Journal of Management, 13(3), 1672-1685. https://doi.org/10.35335/enrichment.v13i3.1499
References
Ahmed, Z., Rizwan, M., Ahmad, M., & Haq, M. (2014). Effect of brand trust and customer satisfaction on brand loyalty in Bahawalpur. Journal of Sociological Research, 5(1). https://doi.org/10.5296/jsr.v5i1.6568
Antara, H., Siswanto, S., & Damarsiwi, E. P. M. (2020). THE EFFECT OF CUSTOMER EXPERIENCE AND BRAND TRUST ON CUSTOMER LOYALTY ON ALLBAIK CHICKEN. BIMA Journal (Business, Management, & Accounting Journal), 1(2), 115–125. https://doi.org/10.37638/bima.1.2.115-125
Arief, M., Suyadi, I., & Sunarti, S. (2017a). Pengaruh Kepercayaan Merek Dan Komitmen Merek Terhadap Loyalitas Merek (Survei Pada Warga Kelurahan Penanggungan Konsumen Produk Aqua Di Kota Malang). Brawijaya University.
Arief, M., Suyadi, I., & Sunarti, S. (2017b). Pengaruh Kepercayaan Merek Dan Komitmen Merek Terhadap Loyalitas Merek (Survei Pada Warga Kelurahan Penanggungan Konsumen Produk Aqua Di Kota Malang). Brawijaya University.
Chen, S.-C., & Lin, C.-P. (2015). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting and Social Change, 96, 40–50.
Dirbawanto, N. D. , & S. E. (2016). Pengaruh Customer Experience dan Brand Trust terhadap Customer Loyalty. Analysis Management Journal.
Fatoni, A. dan, & L. N. (2021). Perbedaan Persepsi Pelanggan Terhadap Kualitas Pelayanan Gojek (GoRide) Di Kabupaten Bekasi.
Hijjah, R., Ardiansari, A., Manajemen, J., Ekonomi, F., & Negeri Semarang, U. (2015). Management Analysis Journal TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION. Management Analysis Journal, 4(4). http://journal.unnes.ac.id/sju/index.php/maj
Isnaeni, M. A. dan S. (2016). Pengaruh Inovasi Produk terhadap Loyalitas Pelanggan dengan Kepuasan Konsumen sebagai Variabel Intervening (Studi pada Konsumen Kafe Fruit Coffee Refresho di Tulungagung). Management .
Jeni Mailia. (2020). Pengaruh Customer Experience terhadap Customer Loyalty pada O’chicken Gobah Ditinjau dari Ekonomi Syariah. Mangement , 94. https://repository.uin-suska.ac.id/31446/1/GABUNGAN%20SKRIPSI%20KECUALI%20BAB%20IV.pdf
Juwairiyah, S. (2019). TERHADAP REPURCHASE INTENTION PADA TIKET MASKAPAI PENERBANGAN LION AIR (STUDI PADA MAHASISWA/I S1 UNIVERSITAS BRAWIJAYA MALANG) THE INFLUENCE OF BRAND IMAGE, BRAND TRUST AND PERCEIVED PRICE ON REPURCHASE INTENTION IN THE LION AIR AIRLINES TICKET (STUDY ON UNDERGRADUATE STUDENT OF UNIVERSITAS BRAWIJAYA).
Kanwal, R., & Yousaf, S. (2019). Impact of service innovation on customer satisfaction: An evidence from Pakistani banking industry. Emerging Economy Studies, 5(2), 125–140.
Laksana, F. (2019). Praktis Memahami Manajemen Pemasaran. Edisi 1. Khalifah Mediatama.
Laurencia, E. (2020). Pengaruh Brand Image dan Brand Trust Terhadap Loyalitas Pelanggan Sepatu Nike Pada Mahasiswa Kwik Kian Gie School Of Business/Ezra Laurencia/23160261/Pembimbing: Lily Harjati.
Nurullaili, N., & Wijayanto, A. (2013). Analisis Faktor-Faktor yang memengaruhi Loyalitas Konsumen Tupperware (Studi Pada Konsumen Tupperware di Universitas Diponegoro). Jurnal Administrasi Bisnis, 2(1).
Priansa, D. J. (2017). Komunikasi Pemasaran Terpadu pada era media sosial. Bandung: CV Pustaka Setia, 358.
Robbins, S. P., & Judge, T. A. (2013). Organizational behavior (Vol. 4). New Jersey: Pearson Education.
Rusydi, M. (2017). Customer Excellence. Yogyakarta: Gosyen Publishing.
Soedionon Klemens Wedanaji Prasastyo Maria Adeline, W. (2020). PENGARUH BRAND EXPERIENCE, BRAND IMAGE-CONGRUENCE, BRAND AFFECT DAN BRAND TRUST TERHADAP REPURCHASE INTENTION PADA PRODUK FASHION BERRYBENKA SECARA ONLINE DI JAKARTA (Vol. 12, Issue 1). http://jurnaltsm.id/index.php/MB
Sutirna, H. (2018). Inovasi dan teknologi pembelajaran. Deepublish.
Tjiptono, F. (2014). Pemasaran jasa–prinsip, penerapan, dan penelitian. Yogyakarta: Andi Offset.
Tjiptono Fandy, A. D. (2020). Pemasaran. Penerbit: Andi Yogyakarta.
Usmara, A. (2008). Strategi Baru Manajemen Pemasaran, cetakan pertama. Penerbit: Amara Books, Yogyakarta.
Utami, B. B., & Wartini, S. (2015). Pengaruh Inovasi Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening. Management Analysis Journal, 4(3).
Wakhidah, E. N., & Haryanto, B. (2017). SEBELAS MARET BUSINESS REVIEW How the Loyalty of Expedition Business Can Be Formed Through Trust and Satisfaction. http://jurnal.uns.ac.id/smbr
Widodo, T. H., & Tresna, P. W. (2018). PENGARUH KEPERCAYAAN MEREK TERHADAP LOYALITAS MEREK (STUDI PADA PENGGUNA KARTU As DI STIA YPPT PRIATIM TASIKMALAYA). AdBispreneur, 3(1), 81. https://doi.org/10.24198/adbispreneur.v3i1.16615
Wiyata, M. T., Putri, E. P., & Gunawan, C. (2020). PENGARUH CUSTOMER EXPERIENCE, EASE OF USE, DAN CUSTOMER TRUST TERHADAP REPURCHASE INTENTION KONSUMEN SITUS JUAL BELI ONLINE SHOPEE DI KALANGAN MAHASISWA KOTA SUKABUMI. 3(1).
Antara, H., Siswanto, S., & Damarsiwi, E. P. M. (2020). THE EFFECT OF CUSTOMER EXPERIENCE AND BRAND TRUST ON CUSTOMER LOYALTY ON ALLBAIK CHICKEN. BIMA Journal (Business, Management, & Accounting Journal), 1(2), 115–125. https://doi.org/10.37638/bima.1.2.115-125
Arief, M., Suyadi, I., & Sunarti, S. (2017a). Pengaruh Kepercayaan Merek Dan Komitmen Merek Terhadap Loyalitas Merek (Survei Pada Warga Kelurahan Penanggungan Konsumen Produk Aqua Di Kota Malang). Brawijaya University.
Arief, M., Suyadi, I., & Sunarti, S. (2017b). Pengaruh Kepercayaan Merek Dan Komitmen Merek Terhadap Loyalitas Merek (Survei Pada Warga Kelurahan Penanggungan Konsumen Produk Aqua Di Kota Malang). Brawijaya University.
Chen, S.-C., & Lin, C.-P. (2015). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting and Social Change, 96, 40–50.
Dirbawanto, N. D. , & S. E. (2016). Pengaruh Customer Experience dan Brand Trust terhadap Customer Loyalty. Analysis Management Journal.
Fatoni, A. dan, & L. N. (2021). Perbedaan Persepsi Pelanggan Terhadap Kualitas Pelayanan Gojek (GoRide) Di Kabupaten Bekasi.
Hijjah, R., Ardiansari, A., Manajemen, J., Ekonomi, F., & Negeri Semarang, U. (2015). Management Analysis Journal TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION. Management Analysis Journal, 4(4). http://journal.unnes.ac.id/sju/index.php/maj
Isnaeni, M. A. dan S. (2016). Pengaruh Inovasi Produk terhadap Loyalitas Pelanggan dengan Kepuasan Konsumen sebagai Variabel Intervening (Studi pada Konsumen Kafe Fruit Coffee Refresho di Tulungagung). Management .
Jeni Mailia. (2020). Pengaruh Customer Experience terhadap Customer Loyalty pada O’chicken Gobah Ditinjau dari Ekonomi Syariah. Mangement , 94. https://repository.uin-suska.ac.id/31446/1/GABUNGAN%20SKRIPSI%20KECUALI%20BAB%20IV.pdf
Juwairiyah, S. (2019). TERHADAP REPURCHASE INTENTION PADA TIKET MASKAPAI PENERBANGAN LION AIR (STUDI PADA MAHASISWA/I S1 UNIVERSITAS BRAWIJAYA MALANG) THE INFLUENCE OF BRAND IMAGE, BRAND TRUST AND PERCEIVED PRICE ON REPURCHASE INTENTION IN THE LION AIR AIRLINES TICKET (STUDY ON UNDERGRADUATE STUDENT OF UNIVERSITAS BRAWIJAYA).
Kanwal, R., & Yousaf, S. (2019). Impact of service innovation on customer satisfaction: An evidence from Pakistani banking industry. Emerging Economy Studies, 5(2), 125–140.
Laksana, F. (2019). Praktis Memahami Manajemen Pemasaran. Edisi 1. Khalifah Mediatama.
Laurencia, E. (2020). Pengaruh Brand Image dan Brand Trust Terhadap Loyalitas Pelanggan Sepatu Nike Pada Mahasiswa Kwik Kian Gie School Of Business/Ezra Laurencia/23160261/Pembimbing: Lily Harjati.
Nurullaili, N., & Wijayanto, A. (2013). Analisis Faktor-Faktor yang memengaruhi Loyalitas Konsumen Tupperware (Studi Pada Konsumen Tupperware di Universitas Diponegoro). Jurnal Administrasi Bisnis, 2(1).
Priansa, D. J. (2017). Komunikasi Pemasaran Terpadu pada era media sosial. Bandung: CV Pustaka Setia, 358.
Robbins, S. P., & Judge, T. A. (2013). Organizational behavior (Vol. 4). New Jersey: Pearson Education.
Rusydi, M. (2017). Customer Excellence. Yogyakarta: Gosyen Publishing.
Soedionon Klemens Wedanaji Prasastyo Maria Adeline, W. (2020). PENGARUH BRAND EXPERIENCE, BRAND IMAGE-CONGRUENCE, BRAND AFFECT DAN BRAND TRUST TERHADAP REPURCHASE INTENTION PADA PRODUK FASHION BERRYBENKA SECARA ONLINE DI JAKARTA (Vol. 12, Issue 1). http://jurnaltsm.id/index.php/MB
Sutirna, H. (2018). Inovasi dan teknologi pembelajaran. Deepublish.
Tjiptono, F. (2014). Pemasaran jasa–prinsip, penerapan, dan penelitian. Yogyakarta: Andi Offset.
Tjiptono Fandy, A. D. (2020). Pemasaran. Penerbit: Andi Yogyakarta.
Usmara, A. (2008). Strategi Baru Manajemen Pemasaran, cetakan pertama. Penerbit: Amara Books, Yogyakarta.
Utami, B. B., & Wartini, S. (2015). Pengaruh Inovasi Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening. Management Analysis Journal, 4(3).
Wakhidah, E. N., & Haryanto, B. (2017). SEBELAS MARET BUSINESS REVIEW How the Loyalty of Expedition Business Can Be Formed Through Trust and Satisfaction. http://jurnal.uns.ac.id/smbr
Widodo, T. H., & Tresna, P. W. (2018). PENGARUH KEPERCAYAAN MEREK TERHADAP LOYALITAS MEREK (STUDI PADA PENGGUNA KARTU As DI STIA YPPT PRIATIM TASIKMALAYA). AdBispreneur, 3(1), 81. https://doi.org/10.24198/adbispreneur.v3i1.16615
Wiyata, M. T., Putri, E. P., & Gunawan, C. (2020). PENGARUH CUSTOMER EXPERIENCE, EASE OF USE, DAN CUSTOMER TRUST TERHADAP REPURCHASE INTENTION KONSUMEN SITUS JUAL BELI ONLINE SHOPEE DI KALANGAN MAHASISWA KOTA SUKABUMI. 3(1).