The Influence of Emotional Value to Customer Satisfaction to Increase Customer Loyalty in PT. Karya Imtaq

Nurfaedah Nurfaedah, Molly Mustikasari

2017

Abstract

Nowadays many Hajj and Umrah travel companies are established. This happens because many moslem want to go Umrah while waiting for very long queue to go Hajj. One of travel in Indonesia is PT. Karya Imtaq (PT.KI), it is owned by Persatuan Islam Organisation (Persis) is one of the big Islamic organization in Indonesia which own the member more than 5000. The purpose of this study is to analyze the influence of emotional value to the customer satisfaction, the influence customer satisfaction on customer loyalty, the emotional influence value on customer loyalty. The research population is PT. KI’s customers using purposive sample technique, with 50 persons’ sample from Garut district. The methodology of this research using quantitative method which is also use explanatory type research. The data analysis techniques used is the correlation and regression techniques to determine the relation of variable X to Z, the contribution of each variable X, Z to Y by using SPSS 20 software. The results showed the emotional value of the customer PT. KI gives positive influence on customer satisfaction reached 67%, Customer satisfaction give positive influence on customer loyalty reached 57%. The emotional value has a direct influence on customer loyalty reached 29%.

Paper Citation

in Harvard Style

Nurfaedah N. and Mustikasari M. (2017). The Influence of Emotional Value to Customer Satisfaction to Increase Customer Loyalty in PT. Karya Imtaq.In 1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP, ISBN 978-989-758-315-5, pages 421-426. DOI: 10.5220/0007083404210426

in Bibtex Style

@conference{iciebp17,
author={Nurfaedah Nurfaedah and Molly Mustikasari},
title={The Influence of Emotional Value to Customer Satisfaction to Increase Customer Loyalty in PT. Karya Imtaq},
booktitle={1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP,},
year={2017},
pages={421-426},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007083404210426},
isbn={978-989-758-315-5},
}

in EndNote Style

TY - CONF

JO - 1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP,
TI - The Influence of Emotional Value to Customer Satisfaction to Increase Customer Loyalty in PT. Karya Imtaq
SN - 978-989-758-315-5
AU - Nurfaedah N.
AU - Mustikasari M.
PY - 2017
SP - 421
EP - 426
DO - 10.5220/0007083404210426