Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)

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The Effect of Customer Experience in Using the RRI Play Go Streaming Radio Application on Satisfaction and Loyalty

Authors
Ihza Hafizh Aljabbaru1, *, Rulianda Purnomo Wibowo1, Sugih Arto Pujangkoro1
1Magister Management, Postgraduate School, Universitas Sumatera Utara, Medan, Indonesia
*Corresponding author. Email: ihzaaljabbaru@gmail.com
Corresponding Author
Ihza Hafizh Aljabbaru
Available Online 29 September 2023.
DOI
10.2991/978-94-6463-234-7_81How to use a DOI?
Keywords
Customer Experience; Customer Loyalty; Customer Satisfaction; Radio Streaming
Abstract

This research about Customer Apps Experience analyzes the influence of the Customer Experience with a focus on Cognitive Experience, Affective Experience, Relational Experience, and Sensorial Experience variables on Customer Satisfaction and Loyalty. Furthermore, it analyzes whether Gender, Age, and Type of Device affect The Experience and Satisfaction and impact on customer loyalty in streaming RRI Play Go radio application. This type of research is quantitative with descriptive data analysis using the Structural Equation Model - Partial Least Square (SEM-PLS) technique with a total sample of 333 users of the RRI Play Go application processed using the SmartPLS 3 program. The results from this study are that Cognitive Experience, Affective Experience, Relational Experience, and Sensorial Experience have a positive and significant effect on Customer Satisfaction. Customer Satisfaction has a negative and insignificant effect on Customer Loyalty. Gender, Age, and Type of Device have a negative and insignificant effect on Customer Experience, Satisfaction, and Loyalty.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
29 September 2023
ISBN
978-94-6463-234-7
ISSN
2352-5428
DOI
10.2991/978-94-6463-234-7_81How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Ihza Hafizh Aljabbaru
AU  - Rulianda Purnomo Wibowo
AU  - Sugih Arto Pujangkoro
PY  - 2023
DA  - 2023/09/29
TI  - The Effect of Customer Experience in Using the RRI Play Go Streaming Radio Application on Satisfaction and Loyalty
BT  - Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
PB  - Atlantis Press
SP  - 769
EP  - 780
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-234-7_81
DO  - 10.2991/978-94-6463-234-7_81
ID  - Aljabbaru2023
ER  -