Nilai dan kepuasan pelanggan
Strategi meningkatkan loyalitas pelanggan melalui nilai dan kepuasan di era digital
Keywords:
Customer value, customer satisfaction, customer loyalty, digital era, digitalAbstract
This study discusses the influence of customer value and satisfaction on customer loyalty in the digital era. In the context of increasingly tight market competition, customer satisfaction is one of the main factors influencing loyalty, which can then provide competitive advantages for companies. Customer value, which includes emotional, social, performance, and price values, is identified as the main determinant of satisfaction. Customer satisfaction is measured based on the extent to which their consumption experience matches their expectations. The results of the study indicate that high value and satisfaction are positively correlated with customer loyalty, including in terms of repeat purchases and positive recommendations. Therefore, companies are advised to continue to improve the value and quality of service to maintain and expand their customer base.
Downloads
Downloads
Published
How to Cite
Issue
Section
License
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work’s authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
