Pengaruh Customer Experience Terhadap Customer Satisfaction Pada Pengguna Smartphone Android ( Studi pada Mahasiswa Politeknik Negeri Banjarmasin)

Ronny Mantala, Muhammad Riza Firdaus

Abstract


Android smartphones are the cellular products that currently become  phenomenal and popular among students. The customers’ experiences and the influence on the users’ satisfactions are interesting topics to be investigated.

This research was conducted to investigate and to analyze the influence of customers’ experience dimensions, such as: users’ sensing, feeling, thinking, acting and relation by their satisfaction, both simultaneously and partially on the students of Politeknik Negeri Banjarmasin. Non-probability sampling method was used through purposive method sampling for 60 samples. The hypothesis was tested through doubled linear regression analysis.

The first tested hypothesis results were found that the independent-variables of customers’ experience, such as: sensing, feeling, thinking, acting, and relation which directly influenced their satisfaction among students as the users. The second tested hypothesis results showed that only three variables of customer experience (sensing, thinking, and relation) that significantly influenced the customers’ satisfaction; furthermore, the feeling and acting variables did not directly  influence  customers’  satisfaction  significantly.  These  results  also  showed  that  the relation variable  dominantly contributed to customers’ satisfaction partially if this variable was compared with other variables (sensing, feeling, thinking and acting).

 

Keywords: Customers’ experience, customers’ satisfaction

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DOI: http://dx.doi.org/10.20527/jwm.v4i2.86

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Jurnal Wawasan Manajemen by Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Lambung Mangkurat is licensed under a Creative Commons Attribution 4.0 International License. Based on a work at jwm.ulm.ac.id.