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The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

Andriani Kusumawati (Brawijaya University, Malang, Indonesia)
Karisma Sri Rahayu (Brawijaya University, Malang, Indonesia)

The TQM Journal

ISSN: 1754-2731

Article publication date: 9 June 2020

Issue publication date: 4 November 2020

5520

Abstract

Purpose

To test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.

Design/methodology/approach

This study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.

Findings

1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.

Originality/value

Based on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

Keywords

Acknowledgements

Retraction Notice: The publishers of The TQM Journal wish to retract the article by Kusumawati, A. and Rahayu, K.S. (2020), “The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty”, published in The TQM Journal, Vol. 32 No. 6, pp. 1525-1540.It has come to our attention that a large proportion of this article is copied, without attribution, from an earlier article by the authors.This was: Kusumawati, Andriani and Sri Rahayu, Kharisma. (2020) “The Effect of Experience Quality on Customer Perceived Value and Customer Satisfaction and Its Impact on Customer Loyalty”. Human Systems Management, Vol. 39, No. 2, pp. 219-232. https://content.iospress.com/articles/human-systems-management/hsm190564.The TQM Journal submission guidelines make it clear that articles must be original, not infringe any existing copyright and not be under consideration elsewhere. The publishers of the journal sincerely apologise to the readers.

Citation

Kusumawati, A. and Rahayu, K.S. (2020), "The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty", The TQM Journal, Vol. 32 No. 6, pp. 1525-1540. https://doi.org/10.1108/TQM-05-2019-0150

Publisher

:

Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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