Azkiyah, R. (2017). Pengaruh Dimensi Kualitas Jasa Terhadap Loyalitas dengan Kepuasan Sebagai Variabel Intervening Pada Nasabah Bank. Jurnal Riset Manajemen.
Dewi, T.U., Nur,P., & Nugroho, A. (2018). Pengaruh Customer Experience Terhadap Customer Satisfication dan Customer Loyalty Institut Francais Indonesia di Surabaya. Jurnal Teknologi Dan Terapan Bisnis (JTTB), 1(2), 28–37.
Dirbawanto, N. D., & Sutrasmawati, E. (2016). Pengaruh Customer Experience dan Brand Trust Terhadap. Management Analysis Journal, 5(1), 70–76.
Dovaliene, A., Masiulyte, A., & Piligrimiene, Z. (2015). The Relations Between Customer Engagement, Perceived Value and Satisfaction : The Case of Mobile Applications. Procedia - Social and Behavioral Sciences, 213, 659–664.
Ernawati, N., & Prihandono, D. (2017). Pengaruh Customer Experience dan Brand Image Pada Kepuasan dan Dampaknya Terhadap Loyalitas. Management Analysis Journal, 6(1), 221–241.
Fajarsunarimo, Y., & Sumarsono. (2014). Pengaruh Pengalaman Pelanggan, Komunikasi Pemasaran dan Kepuasan Pelanggan Terhadap Loyalitas Merek. Riset Akutansi Dan Bisnis, 14(2002), 52–65.
Fatona, S. (2010). Kualitas Jasa yang Mempengaruhi Loyalitas dan Relevansinya Terhadap Kepuasan. Jurnal Dinamika Manajemen, 1(1), 41–46.
Felita, C., & Japarianto, E. (2015). Analisa Pengaruh Customer Experience Terhadap Customer Loyalty dengan Customer Engagement dan Customer Trust Sebagai Variabel Intervening di the Body Shop. Jurnal Manajemen Pemasaran Petra, 1(1), 1–10.
Ferdinand, A. (2014). Structural Equation Modeling Dalam Penelitian Manajemen. Semarang: Badan Penerbit – Undip.
Fisk, P. (2007). Marketing Genius. (P. J. R. Susanto, D. S. Simatupang, & I. Mulyadi, Eds.). Jakarta: PT Elex Media Komputindo.
Ghozali, I. (2011). Aplikasi Analisis Multivariate dengan Program IBM SPSS 19. Semarang: Badan Penerbit Undip.
Hartono, A., & Wahyono. (2015). Pengaruh Citra Merek dan Kualitas Terhadap Kepuasan Konsumen Melalui Keputusan Pembelian Sebagai Variabel Intervening. Management Analysis Journal, 4(2), 1–6.
Haq, A. U. (2012). Satisfaction Towards Customer Loyalty in Auto-Mobile Industry of Pakistan. International Journal of Management Business Research, 2(4), 363–371.
Hijjah, R., & Ardiansari, A. (2015). Pengaruh Customer Experience dan Customer Value Terhadap Customer Loyalty Melalui Customer Satisfaction. Management Analysis Journal, 4(4), 281–288.
Ibrahim, I. I., Razali, M. F. M., Nor Md, M. N., Mansor, Z., & Muslim, N. S. (2017). The Elements That Influence Customer Engagement Among Customer in Teguh Solusi. Proceeding: International Business Management Conference (IBMC), 1–10.
Khikmah, N., & Prihandono, D. (2017). Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan. Management Analysis Journal, 6(4).
Kosiba, J. P., Boateng, H., Okoe, A. F., & Hinson, R. (2018). Trust and Customer Engagement in The Banking Sector in Ghana. Service Industries Journal, 0(0), 1–14.
Mawey Thalia Claudia, Tumbel Altje L, & Ogi Imelda W J. (2018). The Influence of Trust and Quality of Service To Customer Satisfaction PT Bank Sulutgo. Jurnal EMBA, 6(3).
Permana, M. V. (2013). Peningkatan Kepuasan Pelanggan Melalui Kualitas Produk dan Kualitas Layanan. Jurnal Dinamika Manajemen, 4(2), 115–131.
Petzer, D. J., & Van Tonder, E. (2019). Loyalty Intentions and Selected Relationship Quality Constructs: The Mediating Effect of Customer Engagement. Internationa Journal of Quality and Reliability Management.
Prastyaningsih, A. S., Suyadi, I., & Yulianto, E. (2014). Pengaruh Customer Experience Terhadap Repurchase Intention. Jurnal Administrasi Bisnis (JAB), 16(1), 1–8.
Pratomo, L. A., & Magetsari, O. N. N. (2018). Online Brand Experience : Drivers and Consequences. Jurnal Dinamika Manajemen, 9(36), 218–227. https://doi.org/10.15294/jdm.v9i2.15192
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2014). The Role of Customer Engagement in Building Consumer Loyalty to Tourism Brands. Journal of Travel Research, 55(1), 64–78.
Soleh, A. N., Harini, C., & Djamaludin. (2018). The Effect Of Service Quality, Price And Trust To Customer Satisfaction Users Of Transportation Services Online Ojek. Journal of Management.
Sugiyono. (2015). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Sumadi, & Soliha, E. (2015). The Effect of Bank Image and Trust On Loyalty Mediated by Customer Satisfaction. Jurnal Dinamika Manajemen, 6(2), 121–132.
Tanisah, & Maftuhah, I. (2015). The Effect of Service Quality, Customer Satisfaction, Trust, and Perceived Value Towards Customer Loyalty. Jurnal Dinamika Manajemen, 6(1), 55–61.
Tjiptono, F. (2006). Pemasaran Jasa. Malang: Bayumedia Publishing.
Wahyono. (2017). The Moderation Effect of Customer Orientation Variable on The Influence of Professional Competence Toward The Quality of Strategy Implementation. International Journal of Law and Management.
Wahyono. (2018). Business Model Innovation: a Review and Research Agenda. Journal of Indian Business Research.
- Abstract viewed - 1876 times
- pdf downloaded - 1396 times
Affiliations
Dicky Syahputra
Universitas Negeri Semarang
Murwatiningsih Murwatiningsih
Universitas Negeri Semarang
How to Cite
Building Customer Engagement through Customer Experience, Customer Trust, and Customer Satisfaction in Kaligung Train Customers
Vol 8 No 4 (2019): Management Analysis Journal
Submitted: Sep 10, 2019
Published: Dec 20, 2019
Abstract
Customers are getting smarter in determining transportation services that will be used to help all activities. This study aims to examine the effect of customer experience, customer trust and customer satisfaction on customer engagement. The population of this research is all the passengers of the Semarang-Brebes Kaligung Train. A sample of 160 respondents using incidental and purposive sampling techniques. Methods of data collection using questionnaires and documentation. Data analysis using Structural Equation Modeling (SEM) with IBM SPSS AMOS version 23. The results showed that customer experience affects customer trust, customer experience influences customer satisfaction, customer experience influences customer engagement, customer trust influences customer satisfaction, customer trust affect customer engagement, customer satisfaction does not significant affect customer engagement. Suggestion from this research is Kaligung Train must continue to maintain and improve services and facilities so that the experience is better. Suggestions for further research are adding other variables or other factors related to this study and using different research objects