Influences of experience dimensions on consumer loyalty: the case of travel agencies in East Java

Christina Esti Susanti and Purnendu Mandal

International Journal of Business Excellence, 2017, vol. 13, issue 3, 340-354

Abstract: In today's competitive environment in the travel industry, businesses must focus on how to create customer loyalty by adopting the overarching theory of experiential marketing. This study investigates the influence of experience dimensions (sense, feel, think, act and relate) on customer loyalty through experiential value in travel agencies in East Java. The customers who purchased travel tickets and hotel vouchers in East Java were studied for data collection. We use random probability sampling as a sample collection technique. Structural equation modelling is used to analyse the collected data. The research shows that sense, feel, think, act and relate factors have positive and significant impact on customer loyalty. This study provides policy directions to marketers who are engaged in tourism agency services and suggests that they pay attention to experience dimensions to garner customer loyalty.

Keywords: sense; feel; think; act; relate; experiential value; customer loyalty. (search for similar items in EconPapers)
Date: 2017
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=87229 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbexc:v:13:y:2017:i:3:p:340-354

Access Statistics for this article

More articles in International Journal of Business Excellence from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().