Open AccessLoyalitas Pelanggan RC Motogarage Bandung: Peran Pengalaman Pelanggan Dalam Masa Pandemi Covid-19
Author(s) -
Mesakh Abednego Setiawan,
Daniel Hermawan
Publication year - 2022
Publication title -
coopetition
Language(s) - English
Resource type - Journals
eISSN - 2615-4978
pISSN - 2086-4620
DOI - 10.32670/coopetition.v13i1.1134
Subject(s) - nonprobability sampling , loyalty business model , business , loyalty , dimension (graph theory) , customer experience , data collection , marketing , business administration , advertising , service quality , service (business) , mathematics , sociology , statistics , population , demography , pure mathematics
Customer experience is one indicator of the success of the services provided by the company. The concept of customer experience not only provides a unique experience, but is also positive, memorable, and creates long-term relationships. The study was conducted at RC Motogarage, a premium helmet shop in Bandung to analyze the role of customer experience in creating customer loyalty during the Covid-19 pandemic. This study aims to analyze the effect of customer experience on customer loyalty at RC Motogarage Bandung. This research uses quantitative methods with analytical descriptive types. Data collection techniques using a questionnaire. Sampling was done through purposive sampling as many as 112 respondents with the criteria of having visited and bought products at RC Motogarage Bandung. The results showed that the dimensions of Sense, Feel, Think, and Relate had a significant effect on customer loyalty at RC Motogarage Bandung, while the Act dimension did not significantly affect customer loyalty at RC Motogarage Bandung. Simultaneously, RC Motogarage Bandung succeeded in creating a customer experience during the Covid-19 pandemic.