Understanding the Importance of Customer Experience

Oct 13, 2025 by magicalceylontours.com 109 views

The Influence of Customer Experience, Customer Value, and Ticket Prices on the Loyalty of Passengers Users of the Sri Lelawangsa Train Service Route Binjai-Medan

In today's competitive business world, especially in the transportation sector, customer experience, customer value, and ticket prices play a crucial role in determining passenger loyalty. The Sri Lelawangsa train service route Binjai-Medan is a prime example of a service that relies heavily on these factors to maintain customer loyalty. This research aims to explore the impact of these three factors on passenger loyalty, both individually and simultaneously.

Understanding the Importance of Customer Experience

Customer experience refers to the interactions and experiences that customers have with a company's products or services. In the context of the Sri Lelawangsa train service, customer experience encompasses the quality of service, cleanliness of facilities, and comfort during the trip. A positive customer experience is essential in building loyalty among passengers. Studies have shown that customers who have a positive experience with a company are more likely to return and recommend the service to others.

The results of this study revealed a significant positive influence between customer experience and passenger loyalty. The T value of 2.501 with a significance level of 0.003 emphasizes the importance of providing a positive experience for passengers. When passengers feel cared for and satisfied with their experience, the likelihood of them returning to use the same service increases. A good customer experience is not just about meeting customer expectations, but also about exceeding them.

The Role of Customer Value in Passenger Loyalty

Customer value refers to the perceived value that customers receive from a company's products or services. In the context of the Sri Lelawangsa train service, customer value encompasses not only affordable ticket prices but also the quality of service, travel time, and facilities provided. When passengers feel that they receive value comparable to the money spent, they tend to be loyal to use the service. Studies have shown that customers who perceive value in a company's products or services are more likely to be loyal and recommend the service to others.

The results of this study revealed a significant positive influence between customer value and passenger loyalty. The T value of 4.491 with a significance level of 0.000 shows that customer value is a critical factor in determining passenger loyalty. When passengers feel that they receive value from the service, they are more likely to return and recommend the service to others.

The Impact of Ticket Prices on Passenger Loyalty

Ticket prices are a critical factor in determining passenger loyalty. When ticket prices are considered reasonable and comparable to the quality of services provided, passenger satisfaction increases. Conversely, if the price is too high compared to the services received, passenger loyalty can be disrupted. Studies have shown that customers who perceive that they receive value for their money are more likely to be loyal and recommend the service to others.

The results of this study revealed a significant positive influence between ticket prices and passenger loyalty. The T value of 2.560 with a significance level of 0.000 shows that ticket prices play a crucial role in determining passenger loyalty. When ticket prices are reasonable and comparable to the quality of services provided, passenger satisfaction increases.

The Simultaneous Effect of Customer Experience, Customer Value, and Ticket Prices

These three factors not only function independently but also have a significant impact on passenger loyalty. The test results showed the F value obtained at 11.074 with a significance level of 0.000. This shows that customer experience, customer value, and ticket prices together contribute greatly to the decision of passenger loyalty. When all three factors are aligned, passenger loyalty is more likely to increase.

Conclusion and Implications

From this study, it can be concluded that positive experience, good value, and fair ticket price are key factors in building loyalty among Sri Lelawangsa train passengers. For companies, improving service quality, providing more value to customers, and setting competitive prices is an important step to maintain customer loyalty. Companies must focus on developing better customer experience, such as training for staff, improvement of facilities, and competitive price bids.

As a recommendation, companies must focus on developing better customer experience, such as training for staff, improvement of facilities, and competitive price bids. Thus, it is expected that passenger loyalty can continue to increase, providing long-term benefits for the company.

References

Zeithaml, V. A. (1988). "Consumer Perceptions of Price, Quality, and Value: A means-end model and synthesis of evidence." Journal of Marketing.
Oliver, R. L. (1999). "Whence Loyalty Customer?" Journal of Marketing.

By understanding the influence of customer experience, customer value, and ticket prices on passenger loyalty, companies can develop strategies to improve customer satisfaction and loyalty. In today's competitive business world, companies must focus on providing a positive experience, good value, and fair ticket prices to maintain customer loyalty.
Frequently Asked Questions: The Influence of Customer Experience, Customer Value, and Ticket Prices on the Loyalty of Passengers Users of the Sri Lelawangsa Train Service Route Binjai-Medan

In our previous article, we explored the influence of customer experience, customer value, and ticket prices on the loyalty of passengers users of the Sri Lelawangsa train service route Binjai-Medan. Here are some frequently asked questions and answers that may help clarify the findings of our study.

Q: What is customer experience, and how does it affect passenger loyalty?

A: Customer experience refers to the interactions and experiences that customers have with a company's products or services. In the context of the Sri Lelawangsa train service, customer experience encompasses the quality of service, cleanliness of facilities, and comfort during the trip. A positive customer experience is essential in building loyalty among passengers.

Q: What is customer value, and how does it affect passenger loyalty?

A: Customer value refers to the perceived value that customers receive from a company's products or services. In the context of the Sri Lelawangsa train service, customer value encompasses not only affordable ticket prices but also the quality of service, travel time, and facilities provided. When passengers feel that they receive value comparable to the money spent, they tend to be loyal to use the service.

Q: How do ticket prices affect passenger loyalty?

A: Ticket prices are a critical factor in determining passenger loyalty. When ticket prices are considered reasonable and comparable to the quality of services provided, passenger satisfaction increases. Conversely, if the price is too high compared to the services received, passenger loyalty can be disrupted.

Q: What is the simultaneous effect of customer experience, customer value, and ticket prices on passenger loyalty?

A: These three factors not only function independently but also have a significant impact on passenger loyalty. The test results showed the F value obtained at 11.074 with a significance level of 0.000. This shows that customer experience, customer value, and ticket prices together contribute greatly to the decision of passenger loyalty.

Q: What are the implications of this study for companies?

A: The findings of this study have significant implications for companies in the transportation sector. Companies must focus on developing better customer experience, providing more value to customers, and setting competitive prices to maintain customer loyalty.

Q: What are some strategies that companies can use to improve customer experience, customer value, and ticket prices?

A: Some strategies that companies can use to improve customer experience, customer value, and ticket prices include:

Training staff to provide better service
Improving the cleanliness and comfort of facilities
Providing more value to customers through additional services or amenities
Setting competitive prices that are comparable to the quality of services provided

Q: What are some limitations of this study?

A: Some limitations of this study include:

The study was conducted on a specific route and may not be generalizable to other routes or companies.
The study only examined the influence of customer experience, customer value, and ticket prices on passenger loyalty and did not examine other factors that may influence loyalty.
The study used a quantitative approach and may not capture the nuances and complexities of customer experience and loyalty.

Q: What are some future research directions?

A: Some future research directions include:

Examining the influence of other factors on passenger loyalty, such as service quality, travel time, and facilities provided.
Conducting a qualitative study to capture the nuances and complexities of customer experience and loyalty.
Examining the impact of customer experience, customer value, and ticket prices on passenger loyalty in different contexts and cultures.