Building Consumer Satisfaction to Improve Consumer Trust Through Service Quality and Consumer Experience in Jne Pekanbaru

Junaedi, Achmad Tavip; Wijaya, Evelyn; Manullang, M.Pd Dra. Ratna

doi:10.21776/ub.jam.2020.018.03.10

Cited by 2 publications

(2 citation statements)

References 7 publications

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“…Konsumen menghargai respon yang efisien dan cepat terhadap pertanyaan, keluhan, atau permintaan bantuan. Beberapa studi terbaru (Artika et al, 2023;Bello et al, 2021;Junaedi et al, 2020;Panday & Nursal, 2021;Randika & Yolanda, 2021) juga menemukan bahwa kualitas pelayanan merupakan factor penting pembentuk kepuasan konsumen.…”

Section: Kualitas Pelayanan Dan Kepuasan Konsumenunclassified

“…Pelatihan karyawan untuk meningkatkan responsifitas, keandalan, dan empati dapat menjadi investasi yang bernilai untuk memastikan pengalaman pelanggan yang positif. Penelitian ini mendukung penelitian sebelumny (Artika et al, 2023;Bello et al, 2021;Junaedi et al, 2020;Panday & Nursal, 2021;Randika & Yolanda, 2021) yang juga menemukan bahwa kualitas pelayanan merupakan factor penting pembentuk kepuasan konsumen. Koefisien positif untuk persepsi harga menunjukkan bahwa kebijakan harga yang dianggap wajar oleh konsumen dapat meningkatkan kepuasan mereka (Aprileny et al, 2022;Prasetyo & Wibowo, 2023).…”

Section: Deskripsi Respondenunclassified

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Pengaruh kualitas pelayanan, harga, dan citra merek terhadap kepuasaan pelanggan

Zulkarnaini,

Suhardi,

Akhmadi

et al. 2024

JMSAB

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This research aims to identify how service quality, price, and brand image impact the satisfaction level of OP Bekasi customers. In order to gather data, a questionnaire that employed a Likert scale was used. The study's population consisted exclusively of Ory Parcel Bekasi customers, and a non-probability sampling technique was employed to select 97 participants. To analyze the data, the researchers utilized various tests, including validity and reliability tests, partial tests, and coefficient of determination tests, conducted using IBM SPSS version 26 software. The study results showed that service quality, price, and brand image significantly influenced the satisfaction level of OP Bekasi customers.

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Section: Kualitas Pelayanan Dan Kepuasan Konsumenunclassified

Section: Deskripsi Respondenunclassified

Pengaruh kualitas pelayanan, harga, dan citra merek terhadap kepuasaan pelanggan

Zulkarnaini,

Suhardi,

Akhmadi

et al. 2024

JMSAB

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Utilizing the Experience Economy to Cultivate Unforgettable Moments in Sustainable Tourism: The Case of Edelweiss Park in Wonokitri Village

Risfandini,

Bin Wan-Zainal-Shukri,

Yulianto

et al. 2024

KSS

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Limited attention has been given to the implementation of the experience economy in tourism villages. This research aims to bridge this gap by evaluating the practical applications of the experience economy in the management of tourism destinations, specifically within the framework of Edelweiss Park in the Wonokitri Tourism Village. This study adopts qualitative methodologies, utilizing interviews and on-site observations. The investigation was carried out at Edelweiss Park in Wonokitri village, where discussions were held with both stakeholders involved in the park’s management and its visitors. In total, six individuals were interviewed to glean insights into the implementation of experience economy practices within Edelweiss Park. Edelweiss Park offers a unique cultivation tourism experience where visitors actively engage in cultivating edelweiss flowers. The hands-on learning and expert guidance enhance the overall enjoyment and satisfaction of the experience. Edelweiss Park stands out as a conservation-based destination that successfully combines tourism with responsible practices, making it a remarkable model for preserving edelweiss flowers while providing visitors with an enjoyable and rewarding visit. Keywords: experience economy, tourism village, visitor engagement

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Building Consumer Satisfaction to Improve Consumer Trust Through Service Quality and Consumer Experience in Jne Pekanbaru

Cited by 2 publications

References 7 publications

Pengaruh kualitas pelayanan, harga, dan citra merek terhadap kepuasaan pelanggan

Pengaruh kualitas pelayanan, harga, dan citra merek terhadap kepuasaan pelanggan

Utilizing the Experience Economy to Cultivate Unforgettable Moments in Sustainable Tourism: The Case of Edelweiss Park in Wonokitri Village

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