Analysis of the Effect of Customer Experience, with Customer Satisfaction as a Mediation Variable
Keywords:
Customer Experience, Service Quality, Price Perception, Customer Satisfaction, Customer Retention
Abstract
The Purpose of this study is to analyze the effect of Customer Experience, Service with Customer Satisfaction as mediation Variable for IndiHome's Customers of PT Telkom Witel Sulut. The population of this research totally 2509 Customer with 2 months unpaid billing of IndiHome on term July and August 2021, and sampling was carried out based on Slovin's Formula total 359 respondents filled the questionnaire. The Research data were analyzed using PLS SEM (Partial Least Square - Structural Equation Modeling) with SmartPLS 3.0.software.
The Result show that Customer Experience, on Customer Satisfaction but did not directly influence Customer Retention. Customer Experience, Service Quality and Price Perception affect Customer Retention through Customer Satisfaction with full mediation.
References
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24. Mahmoud, MA, Hinson, RE, & Adika, MK (2018). The Effect of Trust, Commitment, and Conflict Handling on Customer Retention: The Mediating Role of Customer Satisfaction. Journal of Relationship Marketing, 17(4).https://doi.org/10.1080/15332667.2018.1440146
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32. Nsiah, R., & A Mensah, A. (2018). The Effect of Service Quality on Customer Retention in the Banking Industry in Ghana: A Case Study of Asokore Rural Bank Limited. SSRN Electronic Journal.https://doi.org/10.2139/ssrn.2493709
33. Odunlami, B. (2015). Impact of Customer Satisfaction on Customer Retention: A Case Study of a Reputable Bank in Oyo, Oyo State. Nigeria. International Journal of Managerial Studies and Research, 3(2).
34. Ogungbade, DR (2015). Exploring the Relationship between Relationship Marketing, Relationship Quality and Customer Loyalty in Nigerian Telecommunication Industry. Global Journal of Emerging Trends in E-Business, Marketing & Consumer Psychology, 1(2).
35. Parasuraman, A., & Berry, L. (1991). Parasuraman, A, Berry L, refinement and reassessment of the servqual scale.pdf. In Journal of Retailing (p. 420).
36. Pappas, IO, Pateli, AG, Giannakos, MN, & Chrissikopoulos, V. (2014). Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Journal of Retail and Distribution Management, 42(3).https://doi.org/10.1108/IJRDM-03-2012-0034
37. Rizma, DA, & Budhiarta, I. (2019). Analysis of Marketing Strategy Implementation at Meuraxa Hospital Banda Aceh. Journal of Economics Science, 5(2).
38. Samanta, I. (2012). Exploring the Factors of Customer Retention in the Mobile Sector. International Journal of Strategic Information Technology and Applications, 3(2).https://doi.org/10.4018/jsita.20120440103
39. Sari. et. al(2018). THE EFFECT OF SERVICE QUALITY ON CUSTOMER RETENTION THROUGH COMMITMENT AND SATISFACTION AS MEDIATION VARIABLES IN JAVA EATING HOUSES. Journal of Management Applications, Volume 16(December 2018), 593–604.https://doi.org/http://dx.doi.org/
40. Schmitt, Bern H. and Rogers, DL (2008). Handbook on Brand and Experience Management. Edward Elgar Publishing Limited.
41. Scott Robinette, Vicki Lenz, Jr. Hall Don, Claire Brand, DHJ (2001). Emotion Marketing- The Hallmark Way of Winning Customers for Life 2000.pdf. McGraw-Hill.https://doi.org/10.1036/0071374477
42. Schiffman & Wisenbilt (2019). Consumer Behavior (Twelfth Ed). Pearson Education, Inc.
43. Shrestha, R., & Bahadhur Ale, DB (2020). The Study of Service Quality and Its Relationship on Customer Satisfaction of Nepal Telecom (NT) in Nepal. International Journal of Advances in Scientific Research and Engineering, 05(12).https://doi.org/10.31695/ijasre.2019.33649
44. Simanjuntak, Yosephine DC, & Purba, PY (2020). Mediating Role of Customer Satisfaction in Customer Experience and Customer Loyalty. Journal of Business and Management, 7(2).https://doi.org/10.26905/jbm.v7i2.4795
45. Solihin, D., & Verahastuti, C. (2020). Telecommunication Sector Profitability Amid the Covid-19 Pandemic ACTUAL: Journal of Accounting and Finance, 5(2).
46. Steiner, WJ, Siems, FU, Weber, A., & Guhl, D. (2014). How customer satisfaction with respect to price and quality affects customer retention: an integrated approach considering nonlinear effects. Journal of Business Economics, 84(6).https://doi.org/10.1007/s11573-013-0700-6
47. Susmita, Jauriah. (2017). STUDENT SATISFACTION AS THE INTERVENING BETWEEN SERVICE QUALITY AND INSTITUTION IMAGE AND RETENTION. Paper Knowledge . Toward a Media History of Documents, 01(1).
48. Trasorras, R., Weinstein, A., & Abratt, R. (2009). Value, satisfaction, loyalty and retention in professional services. Marketing Intelligence and Planning, 27(5). https://doi.org/10.1108/02634500910977854
49. Tjiptono Fandy Ph.D. (2019). Service Marketing Principles of applying research (A. Diana (ed.); 1st ed.). Andi Publisher.
50. Venetis, KA, & Ghauri, PN (2004). Service quality and customer retention: building long-term relationships. European Journal of Marketing, 38 (11/12).https://doi.org/10.1108/03090560410560254
51. Varki, S., & Colgate, M. (2001). The Role of Price Perceptions in an Integrated Model of Behavioral Intentions. Journal of Service Research, 3(3).https://doi.org/10.1177/109467050133004
2. Almohaimmeed, B. (2019). Pillars of customer retention: An empirical study on the influence of customer satisfaction, customer loyalty, customer profitability on customer retention. Serbian Journal of Management, 14(2).https://doi.org/10.5937/sjm14-15517
3. Alshurideh, M., Masa'deh, RM d. T., & Alkurdi, B. (2012). The effect of customer satisfaction upon customer retention in the Jordanian mobile market: An empirical investigation. European Journal of Economics, Finance and Administrative Sciences, 47.
4. Al-Tit, AA (2015). The effect of service and food quality on customer satisfaction and hence customer retention. Asian Social Science, 11(23). https://doi.org/10.5539/ass.v11n23p129
5. Aspinall, E., Nancarrow, C., & Stone, M. (2001). The meaning and measurement of customer retention. Journal of Targeting, Measurement and Analysis for Marketing, 10(1).https://doi.org/10.1057/palgrave.jt.5740035
6. Behare, N., Waghulkar, S., & Shah, SA (2018). A Theoretical Perspective on Customer Experience (CX) in Digital Business Strategy. Proceedings of the 2018 3rd IEEE International Conference on Research in Intelligent and Computing in Engineering, RICE 2018.https://doi.org/10.1109/RICE.2018.8509079
7. Berlianto, MP (2020). Factors Influencing Urban Customer Experience and Satisfaction in Purchasing Through M-commerce. WIDYAKALA: JOURNAL OF BUILDING JAYA UNIVERSITY, 7(2).https://doi.org/10.36262/widyakala.v7i2.347
8. Carter, S., & Yeo, ACM (2016). Students-as-customers' satisfaction, predictive retention with marketing implications: The case of Malaysian higher education business students. International Journal of Educational Management, 30(5).https://doi.org/10.1108/IJEM-09-2014-0129
9. Chantal Botha. (2020). Customer Journey Mapping (kindle).
10. Daniel Lafreniere. (2020). Delivering Fantastic Customer Experience (First Edit). Routledge Taylor & Francis Group.
11. Dahlgaard-Park, SM (2015). Service Quality, Definition. In The SAGE Encyclopedia of Quality and the Service Economy.https://doi.org/10.4135/9781483346366.n199
12. Dastane, O., & Fazlin, I. (2017). Reinvestigating key factors of Customer Satisfaction Affecting Customer Retention for Fast Food Industry. International Journal of Management, Accounting and Economics, 4(4).https://doi.org/2383-2126
13. Don Peppers; Martha Rogers. (2017). Managing Customer Experience and Relationships (Wiley (ed.); Third Edit). Wiley.
14. Handaruwati, I., & Wibowo, OC (2020). THE EFFECT OF RELATIONSHIP MARKETING ON CUSTOMER RETENTION AT MUSIC STUDIO 58 SURAKARTA. Business Innovation and Entrepreneurship Journal, 2(3).https://doi.org/10.35899/biej.v2i3.152
15. Hasfar, Militina, T., & Achmad, GN (2020). EFFECT OF CUSTOMER VALUE AND CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION AND LOYALTY PT MERATUS SAMARINDA. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(01).https://doi.org/10.29040/ijebar.v4i01.909
16. Hassan, M., Hassan, S., Nawaz, M., & Aksel, I. (2013). Measuring customer satisfaction and loyalty through service fairness, service quality and price fairness perception: An empirical study of Pakistan's mobile telecommunication sector. Science International, 25(4).
17. Ika Septiani, D., & Chaerudin, R. (2020). The Effect of Customers' Price Perception, Perceived Quality and Brand Image Toward Purchasing Intention in Bandung Local Shoe Brand. KnE Social Sciences.https://doi.org/10.18502/kss.v4i6.6674
18. Januarko, M., Adiwibowo, B., & Kusumawati, MD (2018). Effect Product Quality, Price Perception, Customer Satisfaction Batik Betawi Loyalty in Jakarta. IOSR Journal of Business and Management., 20(8).
19. Jiang, P., & Rosenbloom, B. (2005). Customer intention to return online: Price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1–2), 150–174.https://doi.org/10.1108/03090560510572061
20. Joemsittiprasert, W., Siriattakul, P., & Jermsittiparsert, K. (2019). The Effect of Trust, Commitment, and SalesPerson Ethical Behavior on Customer Retention: The Mediating Role of Customer Satisfaction: Banking Industry of Thailand. International Journal of Psychosocial Rehabilitation, 23(4).https://doi.org/10.37200/ijpr/v23i4/pr190411
21. Kotler & Armstrong. (2018). Principles of Marketing (Linda Albelli (ed.); Seventeent). Pearson Higher Education.
22. Kotler & Keller. (2016). A Framework for Marketing Management (Sixth Edit). Pearson Education Limited.s
23. Li, Y., Liu, H., Lim, ETK, Goh, JM, Yang, F., & Lee, MKO (2018). Customer's reaction to cross-channel integration in omnichannel retailing: The mediating roles of retailer uncertainty, identity attractiveness, and switching costs. Decision Support Systems, 109.https://doi.org/10.1016/j.dss.2017.12.010
24. Mahmoud, MA, Hinson, RE, & Adika, MK (2018). The Effect of Trust, Commitment, and Conflict Handling on Customer Retention: The Mediating Role of Customer Satisfaction. Journal of Relationship Marketing, 17(4).https://doi.org/10.1080/15332667.2018.1440146
25. Mamaniaina Aimee. (2019). A THOROUGH LITERATURE REVIEW OF CUSTOMER SATISFACTION DEFINITION, FACTORS AFFECTING CUSTOMER SATISFACTION AND MEASURING CUSTOMER SATISFACTION. International Journal of Advanced Research (IJAR), 7, 828–843.https://doi.org/http://dx.doi.org/10.21474/IJAR01/9733
26. Maklan, & Buttle. (2019). CUSTOMER RELATIONSHIP MANAGEMENT Concepts and Technologies (Fourth). Routledge Taylor & Francis Group.
27. Maladi, M., Nirwanto, N., & Firdiansjah, A. (2019). The Impact of Service Quality, Company Image and Switching Barrier on Customer Retention: Mediating Role of Customer Satisfaction. International Journal of Applied Business and International Management, 4(2).https://doi.org/10.32535/ijabim.v4i2.567
28. Matzler, K., Würtele, A., & Renzl, B. (2006). Dimensions of price satisfaction: A study in the retail banking industry. International Journal of Bank Marketing, 24(4).https://doi.org/10.1108/02652320610671324
29. Murphy M. John. (2001). The Lifebelt The Definitive Guide to Managing Customer Retention (John Wiley & Sons (ed.); 1st ed.). John Wiley & Sons.
30. Nigussie, Tesfaye. (2019). Service Quality and Its Effects on Customer's Satisfaction: A Case Yirgalem Town Telecommunication, Ethiopia. Journal of Information Engineering and Applications.https://doi.org/10.7176/jiea/9-2-02
31. Nizam, A. (2015). The Determinants of Customer Retention in the Construction Industry of the Maldives. International Journal of Accounting & Business Management, Vol. 3 (No(November, 2015), 63–86.https://doi.org/DOI:10.24924/ijabm/2015.11/v3.iss2/62.86
32. Nsiah, R., & A Mensah, A. (2018). The Effect of Service Quality on Customer Retention in the Banking Industry in Ghana: A Case Study of Asokore Rural Bank Limited. SSRN Electronic Journal.https://doi.org/10.2139/ssrn.2493709
33. Odunlami, B. (2015). Impact of Customer Satisfaction on Customer Retention: A Case Study of a Reputable Bank in Oyo, Oyo State. Nigeria. International Journal of Managerial Studies and Research, 3(2).
34. Ogungbade, DR (2015). Exploring the Relationship between Relationship Marketing, Relationship Quality and Customer Loyalty in Nigerian Telecommunication Industry. Global Journal of Emerging Trends in E-Business, Marketing & Consumer Psychology, 1(2).
35. Parasuraman, A., & Berry, L. (1991). Parasuraman, A, Berry L, refinement and reassessment of the servqual scale.pdf. In Journal of Retailing (p. 420).
36. Pappas, IO, Pateli, AG, Giannakos, MN, & Chrissikopoulos, V. (2014). Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Journal of Retail and Distribution Management, 42(3).https://doi.org/10.1108/IJRDM-03-2012-0034
37. Rizma, DA, & Budhiarta, I. (2019). Analysis of Marketing Strategy Implementation at Meuraxa Hospital Banda Aceh. Journal of Economics Science, 5(2).
38. Samanta, I. (2012). Exploring the Factors of Customer Retention in the Mobile Sector. International Journal of Strategic Information Technology and Applications, 3(2).https://doi.org/10.4018/jsita.20120440103
39. Sari. et. al(2018). THE EFFECT OF SERVICE QUALITY ON CUSTOMER RETENTION THROUGH COMMITMENT AND SATISFACTION AS MEDIATION VARIABLES IN JAVA EATING HOUSES. Journal of Management Applications, Volume 16(December 2018), 593–604.https://doi.org/http://dx.doi.org/
40. Schmitt, Bern H. and Rogers, DL (2008). Handbook on Brand and Experience Management. Edward Elgar Publishing Limited.
41. Scott Robinette, Vicki Lenz, Jr. Hall Don, Claire Brand, DHJ (2001). Emotion Marketing- The Hallmark Way of Winning Customers for Life 2000.pdf. McGraw-Hill.https://doi.org/10.1036/0071374477
42. Schiffman & Wisenbilt (2019). Consumer Behavior (Twelfth Ed). Pearson Education, Inc.
43. Shrestha, R., & Bahadhur Ale, DB (2020). The Study of Service Quality and Its Relationship on Customer Satisfaction of Nepal Telecom (NT) in Nepal. International Journal of Advances in Scientific Research and Engineering, 05(12).https://doi.org/10.31695/ijasre.2019.33649
44. Simanjuntak, Yosephine DC, & Purba, PY (2020). Mediating Role of Customer Satisfaction in Customer Experience and Customer Loyalty. Journal of Business and Management, 7(2).https://doi.org/10.26905/jbm.v7i2.4795
45. Solihin, D., & Verahastuti, C. (2020). Telecommunication Sector Profitability Amid the Covid-19 Pandemic ACTUAL: Journal of Accounting and Finance, 5(2).
46. Steiner, WJ, Siems, FU, Weber, A., & Guhl, D. (2014). How customer satisfaction with respect to price and quality affects customer retention: an integrated approach considering nonlinear effects. Journal of Business Economics, 84(6).https://doi.org/10.1007/s11573-013-0700-6
47. Susmita, Jauriah. (2017). STUDENT SATISFACTION AS THE INTERVENING BETWEEN SERVICE QUALITY AND INSTITUTION IMAGE AND RETENTION. Paper Knowledge . Toward a Media History of Documents, 01(1).
48. Trasorras, R., Weinstein, A., & Abratt, R. (2009). Value, satisfaction, loyalty and retention in professional services. Marketing Intelligence and Planning, 27(5). https://doi.org/10.1108/02634500910977854
49. Tjiptono Fandy Ph.D. (2019). Service Marketing Principles of applying research (A. Diana (ed.); 1st ed.). Andi Publisher.
50. Venetis, KA, & Ghauri, PN (2004). Service quality and customer retention: building long-term relationships. European Journal of Marketing, 38 (11/12).https://doi.org/10.1108/03090560410560254
51. Varki, S., & Colgate, M. (2001). The Role of Price Perceptions in an Integrated Model of Behavioral Intentions. Journal of Service Research, 3(3).https://doi.org/10.1177/109467050133004
Published
2022-01-05
How to Cite
Juanna, A., Kango, U., wolok, T., Yantu, I., & Winerungan, R. R. (2022). Analysis of the Effect of Customer Experience, with Customer Satisfaction as a Mediation Variable. International Journal on Economics, Finance and Sustainable Development, 4(1), 1-18. https://doi.org/10.31149/ijefsd.v4i1.2583
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