Analysis of Perceived Quality, Customer Satisfaction, and Customer Experience in Customer Loyalty at the Astra Daihatsu Sidoarjo
Analisis Perceived Quality, Kepuasan Pelanggan, dan Customer Experience Terhadap Loyalitas Pelanggan pada Bengkel Astra Daihatsu Sidoarjo
DOI:
https://doi.org/10.21070/ups.10012Keywords:
Perceived Quality, Customer Satisfaction, Customer Experience, Customer LoyaltyAbstract
This study aimed to analyze the influence of perceived quality; customer satisfaction; and customer experience on customer loyalty at the Astra Daihatsu Surabaya Workshop. The research was important to identify key factors that could strengthen customer loyalty amid intense competition in the automotive service industry and declining market conditions. A quantitative approach was employed using primary data collected through questionnaires distributed to 100 customers of the Astra Daihatsu Surabaya Workshop using purposive sampling. The data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS to test validity; reliability; and hypothesis relationships. The results indicated that perceived quality; customer satisfaction; and customer experience had positive and significant effects on customer loyalty. Customer experience showed the strongest influence; followed by perceived quality and customer satisfaction. The findings revealed that customer experience was the most dominant factor in shaping customer loyalty; highlighting the importance of service interactions; comfort; and emotional engagement.
Downloads
References
N. Nusaputra, M. Choiri, and L. T. W. N. Kusuma, “Analisis Peningkatan Kualitas Pelayanan Bengkel Dengan Metode Servqual, Ipa, dan Indeks PGCV ( Studi Kasus di PT . Astra International Tbk-Daihatsu Branch Office Malang ) Analysis Of Quality Improvement Service Workshop By Using Servqual, Ipa, And PG,” J. Rekayasa Dan Manaj. Sist. Ind. Vol. 2 No. 6 Tek. Ind. Univ. Brawijaya Anal., vol. 2, no. 6, pp. 1239–1250, 2014.
Y. Krisna, “Daihatsu Masifkan Penetrasi Layanan Purna Jual, Strategi Menghadapi Kelesuan Pasar Otomotif,” 2024. Accessed: Jun. 28, 2025. [Online]. Available: https://www-sapos-co-id.cdn.ampproject.org/v/s/www.sapos.co.id/otomotif/amp/2455412739/daihatsu-masifkan-penetrasi-layanan-purna-jual-strategi-menghadapi-kelesuan-pasar-otomotif?amp_gsa=1&_js_v=a9&usqp=mq331AQIUAKwASCAAgM%3D#amp_tf=Dari %251%24s&aoh=17
R. E. Wardhana, “Pengaruh Customer Experience Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Konsumen Mie Rampok Tahanan Surabaya),” J. Ilmu Manaj., vol. 4, no. 3, pp. 1–9, 2016.
R. Yolanda, W. L. Hardilawati, and H. T. Hinggo, “Pengaruh Perceived Quality, Customer Relationship Marketing Dan Store Atmosphere Terhadap Loyalitas Konsumen,” Econ. Account. Bus. J., vol. 1, no. 1, pp. 146–156, 2021.
N. Fajariah, A. Thoyib, and F. Rahman, “Pengaruh Brand Awareness, Perceived Quality, dan Brand Image terhadap Brand Loyalty pada Generasi Y di Indonesia,” J. Apl. Manaj., vol. 14, no. 3, pp. 471–480, 2016, doi: 10.18202/jam23026332.14.3.08.
N. P. N. Elvi Rahmi, “Pengaruh Relationship Marketing, Perceived Quality dan Servicescape Terhadap Loyalitas Pelanggan De’ Kampung Cafe,” vol. 5, no. April, pp. 946–959, 2023.
B. Handoko, “Pengaruh Promosi, Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Titipan Kilat JNE Medan,” J. Ilm. Manaj. dan Bisnis, vol. 18, no. 1, pp. 61–72, 2017, doi: 10.30596/jimb.v18i1.1098.
R. Putra, “Determinasi Kepuasan Pelanggan Dan Loyalitas Pelanggan Terhadap Kualitas Produk, Citra Merek Dan Persepsi Harga (Literature Review Manajemen Pemasaran),” J. Ekon. Manaj. Sist. Inf., vol. 2, no. 4, pp. 516–524, 2021, doi: 10.31933/jemsi.v2i4.461.
A. Felix, S. Felina, and C. Claudia Natalie, “Memahami Kepuasan Pelanggan : Mengeksplorasi Customer Experience dengan Pendekatan Observasi Online,” Econ. Digit. Bus. Rev., vol. 5, no. 1, pp. 87–99, 2024.
A. I. Syafiudin, M. Rizal, and I. Athia, “Pengaruh Cita Rasa, Suasana Cafe, Lokasi, Dan Customer Experience Terhadap Loyalitas Pelanggan,” e – J. Ris. Manaj., vol. 13, no. 01, pp. 830–840, 2024.
M. D. Dewi Swari,Atmaja, “Pengaruh Self Congruity, Brand Engagement Dan Store Atmosphere Terhadap Lolitas Pelanggan di Kedai Kopi M.Aboe Talib Denpasar Timur,” J. Emas, vol. 3, no. 9, pp. 51–70, 2022, [Online]. Available: file:///C:/Users/ASUS/Downloads/17.218-231-1.pdf
P. R. A. E. Eliasari and I. P. G. Sukaatmadja, “Fakultas Ekonomi dan Bisnis Universitas Udayana , Bali , Indonesia dan mengingat merek dalam situasi yang berbeda . Kesadaran merek terdiri atas,” E-Jurnal Manaj. Unud, vol. 6, no. 12, pp. 6620–6650, 2017.
P. H. Labuhanbatu, Y. Mardiana, and D. Simanjuntak, “Economics and Digital Business Review Analisis Persepsi Konsumen Terhadap Kepuasan Konsumen Pengguna Jasa Sumardi Jaya Bengkel Mobil Di Teluk Sentosa,” vol. 6, no. 2, 2025.
M. Alqamari, A. R. Cemda, and M. Yusuf, “Keefektifan Lama Perendaman Benih dengan Indole Acetic Acid terhadap Pertumbuhan Bibit Cabai Merah (Capsicum annuum L.),” Agrikultura, vol. 32, no. 2, p. 182, 2021, doi: 10.24198/agrikultura.v32i2.33330.
D. A. Apriyani, “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen The Little a Coffee Shop Dikota Sidoarjo,” Sci. J. Reflect. Econ. Accounting, Manag. Bus., vol. 3, no. 3, p. 128, 2022.
F. H. H. Quantrianto, P. T. P. Hutomo, and E. S. Pujiarti, “Pengaruh Brand Awareness, Brand Association dan Perceived Quality terhadap Customer Relationship Management Kecap Manis Merek ABC,” J. Ilm. Din. Ekon. dan Bisnis, vol. 1, no. 1, pp. 89–101, 2013.
Burhani and M. Afiq, “Pengaruh Brand Awareness, Brand Image, Dan Perceived Quality Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan,” pp. 1–80, 2020, [Online]. Available: https://lib.unnes.ac.id/39105/
E. Jurnal and I. Ekonomi, “Pengaruh Kepuasan terhadap Loyalitas Pelanggan Bengkel Resmi PT . Citra Thamrin Motor Kota Jambi,” vol. 15, no. 2, pp. 115–121, 2024, doi: 10.33087/eksis.v15i2.466.
M. Najmudin, A. Widianto, T. Dwiwinarno, and B. Setyanta, “Pengaruh Kualitas Layanan, Kepuasan Dan Kepercayaan Terhadap Loyalitas Pelanggan Dalam Menggunakan Jasa Pengiriman ‘Kirimaja’ Yogyakarta,” J. Cahaya Mandalika, pp. 61–70, 2022.
E. Susilawati, E. H. Prastiwi, and Y. Kartika, “Pengaruh Persepsi Harga, Diskon, dan Customer Experience terhadap Loyalitas Pelanggan Produk Fashion Shopee,” JAMIN J. Apl. Manaj. dan Inov. Bisnis, vol. 5, no. 1, p. 1, 2022, doi: 10.47201/jamin.v5i1.131.
& S. (2020) Tyrvainen, Karjaluoto, “Pengaruh Customer Experience dan Customer Value Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening Studi pada Pelanggan di Bengkel Ravi Motor Juwana-Pati,” J. Bisnis dan Manaj., vol. 10, no. 2, pp. 241–250, 2023, [Online]. Available: http://jurnal.unmer.ac.id/index.php/jbm
S. Sulyantri, Nanik Wahyuningtiyas, and Arini Fitria Mustapita, “Pengaruh Brand Awareness, Brand Images Dan Perceived Quality Terhadap Loyalitas Pelanggan (Studi Pada Mahasiswi Kota Malang yang melakukan Pembelian di Clodia Outfit),” E Jurnal- Risat Manaj., vol. 12, no. 01, pp. 510–518, 2023.
N. A. Mranani and S. D. Lastianti, “Hubungan Kelompok Acuan, Perceived Value, Perceived Quality Dan Media Sosial Terhadap Niat Pembelian Serta Dampaknya Pada Keputusan Pembelian Sepeda Pushbike (Studi Pada Komunitas Pushbike Surabaya),” J. Media Mahard., vol. 20, no. 2, pp. 252–263, 2022, [Online]. Available: https://ojs.stiemahardhika.ac.id/index.php/mahardika/article/view/393.
F. F. S. dan D. Dharmayanti, “Pengaruh Brand Image dan Perceived Quality Terhadap Kepuasan dan Loyalitas Pelanggan Mobil Toyota di Surabaya,” J. Manaj. Pemasar. Petra, vol. 2, no. 1, pp. 1–8, 2014.
L. Cucu Sumartini and D. Fajriany Ardining Tias, “Analisis Kepuasan Konsumen Untuk Meningkatkan Volume Penjualan Kedai Kopi Kala Senja,” J. E-Bis, vol. 3, no. 2, pp. 111–118, 2019, doi: 10.37339/e-bis.v3i2.124.
S. Lasalimu, I. Milang, and Z. J. P. Djalamang, “Pengaruh Kepuasan Pelanggan Terhadap Loyalitas Pada Toko Irma Jaya Kecamatan Taliabu Utara: The Effect Of Customer Satisfaction On Loyalitas At The Irma Jaya Store Taliabu Utara District,” J. Ilm. Produktif, vol. 10, no. 1, p. 16, 2022.
B. D. Kuntari, S. Kumadji, and K. Hidayat, “PELANGGAN ( Survei Pada Pelanggan Bengkel PT Astra International Tbk – Daihatsu Malang ),” vol. 36, no. 1, pp. 196–202, 2016.
K. V. W. Atmaja, I. N. Sujana, and K. R. Suwena, “Pengaruh Kualitas Pelayanan dan Kepuasan Terhadap Loyalitas Pelanggan pada PT. Pos Cabang Singaraja,” J. Pendidik. Ekon. Undiksha, vol. 10, no. 1, p. 12, 2019, doi: 10.23887/jjpe.v10i1.20039.
Sambodo Rio Sasongko, “Faktor-Faktor Kepuasan Pelanggan Dan Loyalitas Pelanggan (Literature Review Manajemen Pemasaran),” J. Ilmu Manaj. Terap., vol. 3, no. 1, pp. 104–114, 2021, doi: 10.31933/jimt.v3i1.707.
I. Punama and Yuliana, “Management Pemasaran,” Manajeman Pemasar. jasa, vol. 4, no. 2, p. 96, 2021.
M. F. IrawanLubis, N. Aslami, and K. Tambunan, “Pengaruh Harga, Pelayanan Dan Customer Experience Terhadap Kepuasan Pelanggan Pada Cafe Pascho Pematangsiantar,” J. Ilm. Manajemen, Ekon. Akunt., vol. 7, no. 2, pp. 872–882, 2023, doi: 10.31955/mea.v7i2.3074.
O. Tyrväinen, H. Karjaluoto, and H. Saarijärvi, “Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail,” J. Retail. Consum. Serv., vol. 57, no. December 2019, 2020, doi: 10.1016/j.jretconser.2020.102233.
F. Soleha, M. Rizal, and N. Wahyuningtiyas, “Vol. 13. No. 01 ISSN : 2302-7061,” E-Jurnal Ris. Manaj., vol. 13, no. 01, pp. 627–638, 2024.
Indah Handaruwati, “Pengaruh Customer Experience Terhadap Kepuasan Konsumen Produk Kuliner Lokal Soto Mbok Geger Pedan Klaten,” J. Bisnisman Ris. Bisnis dan Manaj., vol. 3, no. 2, pp. 16–33, 2021, doi: 10.52005/bisnisman.v3i2.45.
K. A. Putri, “Determinan Customer Experience, Value, Trust, Satisfaction and Loyalty Produk Body Care Vaseline,” vol. 12, pp. 6–25, 2023.
M. Marzuki, Z. Wahab, M. Widiyanti, and M. S. Sihab, “Pengaruh Relationship Marketing Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada PT. Bank Perkreditan Rakyat Sumatra Selatan,” J. Manaj. Bisnis, vol. 11, no. 2, pp. 252–259, 2020.
Juliana and T. Noval, “Pengaruh Servicescape terhadap Loyalitas Konsumen Di Restoran Chakra The Breeze Bumi Serpong Damai,” vol. 4, no. 1, pp. 1–4, 2020.
I. Ilham, F. Kumalasari, and H. Kurniadi, “Kontribusi Pemasaran Pengalaman dan Ekuitas Merek dalam Membangun Loyalitas Pelanggan Sepeda Motor Yamaha,” ASSET J. Manaj. dan Bisnis, vol. 7, no. 1, pp. 12–22, 2024, doi: 10.24269/asset.v7i1.9252.
C. B. Dewa and L. A. Safitri, “Analisa Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan OVO pada Masa Physical Distancing,” ASSET J. Manaj. dan Bisnis, vol. 3, no. 1, 2020, doi: 10.24269/asset.v3i1.2652.
U. Sembilanbelas et al., “Perceived Brand Value And Consumer Involvement On Brand Loyalty Ismanto Universitas Sembilanbelas November Kolaka Muhamad Stiadi Universitas Sembilanbelas November Kolaka Ulfasari,” vol. 3, no. 4, pp. 42–52, 2023.
N. Muljani, “Pengaruh Experiential Marketing terhadap Loyalitas Pelanggan Dimediasi oleh Kepuasan Pelanggan (Studi pada Restoran Boncafe di Surabaya),” J. Ilm. Manaj., vol. 9, no. 2, pp. 210–221, 2021, [Online]. Available: http://www.ejournal.pelitaindonesia.ac.id/ojs32/index.php/PROCURATIO/index
K. Damanik, M. Sinaga, S. Sihombing, M. Hidajat, and O. S. Prakoso, “Pengaruh Kualitas Layanan, Kebijakan Publik dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan,” J. Manaj. Pendidik. Dan Ilmu Sos., vol. 5, no. 2, pp. 76–85, 2024, doi: 10.38035/jmpis.v5i2.1834.
S. A. Jannah and K. A. Hayuningtias, “Pengaruh Kualitas Produk Dan Persepsi Harga Terhadap Kepuasan Pelanggan Serta Dampaknya Pada Loyalitas Pelanggan,” Jesya, vol. 7, no. 1, pp. 489–500, 2024, doi: 10.36778/jesya.v7i1.1421.
E. N. Pangesti, S. Resmi, and A. M. Utami, “Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Badan Penyelenggaraan Jaminan Sosial Ketenagakerjaan Gunungkidul,” Cakrawala Bisnis, vol. 5, no. 1, pp. 17–28, 2024.
I. Gunawan and H. Hasanah, “Kuantitatif Imam Gunawan,” At-Taqaddum, vol. 8, no. 1, p. 29, 2019.
F. Wajdi et al., Metode Penelitian Kuantitatif, vol. 7, no. 2. 2024.
F. Azhari, L. Indayani, and A. Pebrianggara, “Analisis Electronic Word of Mouth ( e-WOM ), Harga , dan Citra Merek terhadap Minat Beli pada Produk The Originote,” vol. 9, no. 1, pp. 446–459, 2025, doi: 10.33087/ekonomis.v9i1.2046.
J. Ekobis et al., “Loyalitas Pelanggan Kfc Melalui Brand Image Sebagai Variabel Intervening ( Studi Pada Pelanggan Kfc Sidoarjo ) Fakultas Bisnis , Hukum dan Ilmu Sosial Universitas Muhammadiyah Sidoarjo,” vol. 8, no. 2, pp. 1201–1216, 2025.
F. Hasibuan, N. D. Dirbawanto, P. Studi, I. Administrasi, and U. S. Utara, “TRANSEKONOMIKA : Akuntansi , Bisnis dan Keuangan Pengaruh Perceived Quality dan Price Discount Terhadap Loyalitas Pelanggan Pada Aplikasi Grabfood,” vol. 4, no. 1, pp. 47–56, 2024.
T. Buku and F. Pekanbaru, “Pengaruh Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Toko Buku Fadira Pekanbaru”.
U. M. Area, “Pengaruh Customer Experience Terhadap Loyalitas Pelanggan Dengan Customer Satisfaction Sebagai Variabel Intervenig Butik Plus Gallery Medan,” 2022.
Downloads
Additional Files
Posted
Categories
License
Copyright (c) 2026 UMSIDA Preprints Server
This work is licensed under a Creative Commons Attribution 4.0 International License.
