Customer Loyalty is Influenced by Experience Quality With Moderating Currency and Conversation and Co-Creation Roles
Keywords:
Conversation, Co-Creation, Customer Loyalty, Currency, Experience Quality
Abstract
The COVID-19 virus in 2020 became an event that affected the world. The government restricts people's activities by closing the film industry, streaming services known as Video on demand (VOD) are increasing such as the WeTV application to watch movies online. The purpose of this study is to examine customer loyalty influenced by experience quality with moderation of currency and the role of conversation and co-creation in the WeTV application. Respondents of this study were 112 who had used the WeTV application in Bekasi Regency. Nonprobability sampling of this population with purposive method. Conversation is able to drive Experience quality; Co-creation is able to drive Experience quality; Conversation has not been able to moderate Currency on Experience quality; Co-creation is able to moderate Currency on Experience quality; Experience quality is able to drive Customer loyalty; Conversation has not been able to mediate Experience quality on Customer Loyalty; Co-creation is able to mediate Experience quality on Customer loyalty.
References
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[12] H. Ling Chen and M. Shaheen, “The Effects of Product Quality on Customer Satisfaction and Loyalty: Evidence from Malaysian Engineering Industry,” Int. J. Ind. Mark., vol. 3, no. 1, p. 20, 2018, doi: 10.5296/ijim.v3i1.13959.
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[15] M. Yohanes and S. Singgih, “The influence of service quality, corporate image, and customer satisfaction on customer loyalty in banking sector in Yogyakarta,” Int. J. Res. Bus. Soc. Sci. (2147- 4478), vol. 11, no. 7, pp. 09–16, 2022, doi: 10.20525/ijrbs.v11i7.2025.
[16] R. Yoshua, Y. Tso, W. Chih, and H. Chi, “The effect of service quality, price and promotion on customer satisfaction in pegipegi.com,” 2021 IEEE Int. Conf. Soc. Sci. Intell. Manag. SSIM 2021, 2021, doi: 10.1109/SSIM49526.2021.9555193.
[17] Mega farisha, Hartoyo, and A. Safari, “Does Covid-19 Pandemic Change the Consumer Purchase Behavior Towards Cosmetic Products?,” J. Consum. Sci., vol. 7, no. 1, pp. 1–19, 2022, doi: 10.29244/jcs.7.1.1-19.
[18] V. Dennis, D. Widi, and H. Yunus, “Analysis of The Influence of Product Quality and Price on Customer Loyalty Through Customer Satisfaction as An Intervening Variable in Restaurants Hisana Fried Chicken Surabaya,” Sinergi J. Ilm. Ilmu Manaj., vol. 12, no. 2, pp. 63–70, 2023, doi: 10.25139/sng.v12i2.5740.
[19] F. Jose, S. Esatanislau, and B. Domingos, “The Mediation Effect of Customer Satisfaction on the Relationship between Product Quality, Perceived Price Justice and Customer Loyalty,” J. Bus. Manag., vol. 4, no. 2, pp. 48–60, 2019.
[20] A. Afika Putri, “Analysis of Product Variation and Service Quality on Repurchase Intention Mediated by Customer Satisfaction,” Int. J. Rev. Manag. Bus. Entrep., vol. 1, no. 2, pp. 295–309, 2021, doi: 10.37715/rmbe.v1i2.2435.
[21] N. Suarni, Arman, A. Auzar, I. Amri, and P. Eka, “Analysis of Product Variation, Quality of Service and Their Effect on Customer Satisfaction,” IJEBD (International J. Entrep. Bus. Dev., vol. 4, no. 6, pp. 954–960, 2021, doi: 10.29138/ijebd.v4i6.1554.
[22] Chayatul Jannah and L. Alhazami, “Pengaruh Kualitas Pelayanan, Persepsi Harga, Cita Rasa Dan Variasi Produk Terhadap Kepuasan Konsumen Cv. Sumber Garuda Mas,” J. Ris. Rumpun Ilmu Ekon., vol. 1, no. 2, pp. 029–045, 2022, doi: 10.55606/jurrie.v1i2.361.
[23] H. Agus and A. Susanti, “Pengaruh Citra Merk, Kualitas Produk, Harga, dan Promosi terhadap Kepuasan Konsumen Pengguna Motor Honda Beat,” Target J. Manaj. Bisnis, vol. 3, no. 1, pp. 91–98, 2021, doi: 10.30812/target.v3i1.1196.
[24] S. Suharyanto and Vita Budi Damayanti, “the Effect of E-Service Quality and Price on Customer Loyalty With Customer Satisfaction As Mediating Variable (a Case Study on Webinar Service in Indonesian Clinical Training & Education Center (Ictec) Rscm Fkui),” Dinasti Int. J. Manag. Sci., vol. 3, no. 5, pp. 861–876, 2022, doi: 10.31933/dijms.v3i5.1226.
[25] P. Ratih, S. Endang, and K. Beby, “The Influence of Product Quality and Price on Customer Loyalty of Telkomsel Users through Customer Satisfaction in Medan City,” Int. J. Res. Rev., vol. 8, no. 12, pp. 580–586, 2021, doi: 10.52403/ijrr.20211270.
[26] Ghozali I, MODEL PERSAMAAN STRUKTURAL PARTIAL LEAST SQUARES(PLS). 2021.
[27] Ghozali. I, Partial Least Squares : Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS 3.2.9 Untuk Penelitian Empiris, Edisi 3. Badan Penerbit Universitas Diponegoro, 2021.
Published
2024-06-06
Section
Articles
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