Jibaku: Jurnal Ilmiah Bisnis, Manajemen dan Akuntansi

Detail Cakupan

Social and economic changes that continue to occur in the process of developing a country that provides new challenges in the business world of goods and services. Increasing the amount of consumption or consumer needs for goods and services, making many companies use it as an opportunity to increase profits. Many companies take advantage of this opportunity, causing business competition to become increasingly fierce. Steps that must be taken to improve the company's customer experience based on customer satisfaction measurements on MSI products in the Cikampek area. Based on the idea that customer experience can evaluate customer satisfaction. The purpose of this research is to find out which dimension of customer experience is the most dominant toward customer satisfaction and find out the relationship between customer experience and customer satisfaction. This type of research is quantitative research. Data collection in this study uses the method of observation, documentation, and questionnaires. The population in this study was 150 consumers who bought MSI products in the Cikampek area. The sampling technique is simple random sampling using Slovin formula, obtained a sample of 60 respondents with an error level of 1%. Results of data analysis The most dominant dimension of customer experience to customer satisfaction is the sense of dimension, because I feel 88% satisfied or as many as 66 respondents. To determine the relationship between service quality and customer satisfaction. If r count (0.80)> r table (0.214), there is a relationship between customer experience and customer satisfaction in the Cikampek area. Seeing the correlation coefficient of positive (+) 0.80 means that if the customer experience variable goes up, the variable of customer satisfaction will also go up. The relationship between the two variables is very strong. So the results of the correlation coefficient produces 64% and its meaning in the results of these calculations shows tha