Open Access
Impact of Customer Experience on Satisfaction, Brand Image and Loyalty: A Study in a Business-to-Business Context
Ramesh Venkat
- 02 Jun 2007
Vol. 28, Iss: 3
15
TL;DR: In this paper, the impact of customer experience on customer satisfaction and brand image was studied in a business-to-business context using survey data obtained from 140 customers of a leading manufacturer.
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Abstract: The impact of customer experience on customer satisfaction and brand image was studied in a business-to-business context. Survey data obtained from 140 customers of a leading manufacturer were analyzed using PLS. Customer experience was found to have a strong impact on overall satisfaction and brand image and a stronger impact on overall satisfaction compared to attribute-level satisfaction.
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Citations
Pengaruh Customer Experience Quality Terhadap Customer Satisfaction & Customer Loyalty Di Kafe Excelso Tunjungan Plaza Surabaya: Perspektif B2C
Vivie Senjaya
- 25 Jan 2013
TL;DR: In this paper, the authors discussed about the quality of the customer experience, which is thought to affect customer satisfaction at Cafe Excelso Tunjungan Plaza Surabaya, and the most influential dimensions to customer satisfaction and customer loyalty are.
41
Pengaruh customer experience dan kepercayaan terhadap kepuasan konsumen di tx travel klampis
Kenny Febrina Salim,Catherine Catherine,Fransisca Andreani +2 more
- 22 Jan 2015
TL;DR: Penelitian and Bertujuan as mentioned in this paper,menggunakan-metode-kuantitatif-dengan-regresi-linear-berganda,mengetahui-pengaruh-customer-experience,dan-kepercayaan-terhadap-kepuasan-konsumen.
25
The Effect of Customer Experience and Service Quality on Satisfaction in Increasing Loyalty
Endang Tjahjaningsih,Suzy Widyasari,Ali Maskur,Lingga Kusuma +3 more
- 01 Jan 2020
TL;DR: In this article, the authors investigated whether customer experience and service quality influence satisfaction and impact loyalty or not, and concluded that the better the customer experience in terms of what the company provided in handling disruption and ease of communication, the higher the satisfaction.
14
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Kevin Lane Keller
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TL;DR: Brand Equity Measurement and Management System (BEMMSMS) as discussed by the authors is a system for measuring and measuring the Brand Equity of a product and its brand attributes to build Brand Equity.