Influences of experience dimensions on consumer loyalty: the case of travel agencies in East Java

Susanti, Christina Esti and Mandal, Purnendu (2017) Influences of experience dimensions on consumer loyalty: the case of travel agencies in East Java. Influences of experience dimensions on consumer loyalty: the case of travel agencies in East Java, 13 (3). pp. 340-354. ISSN Print: 1756-0047 Online: 1756-0055

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Abstract

In today’s competitive environment in the travel industry, businesses must focus on how to create customer loyalty by adopting the overarching theory of experiential marketing. This study investigates the influence of experience dimensions (sense, feel, think, act and relate) on customer loyalty through experiential value in travel agencies in East Java. The customers who purchased travel tickets and hotel vouchers in East Java were studied for data collection. We use random probability sampling as a sample collection technique. Structural equation modelling is used to analyse the collected data. The research shows that sense, feel, think, act and relate factors have positive and significant impact on customer loyalty. This study provides policy directions to marketers who are engaged in tourism agency services and suggests that they pay attention to experience dimensions to garner customer loyalty.

Item Type: Article
Uncontrolled Keywords: sense; feel; think; act; relate; experiential value; customer loyalty
Subjects: Business
Business > Management
Divisions: University Publication
Depositing User: F.X. Hadi
Date Deposited: 11 May 2020 06:46
Last Modified: 11 May 2020 06:54
URI: http://repository.wima.ac.id/id/eprint/21784

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