@misc{eprints77147,
           month = {Nopember},
           title = {THE INFLUENCE OF CUSTOMER EXPERIENCE, CUSTOMER 
SATISFACTION \& CUSTOMER LOYALTY TOWARDS BRAND POWER
(STUDY ON GO-RIDE SERVICE BY GOJEK IN BANDAR LAMPUNG)},
          author = {Syauqi Muhammad Ryan},
         address = {Universitas Lampung},
       publisher = {Ekonomi dan Bisnis},
            year = {2023},
             url = {http://digilib.unila.ac.id/77147/},
        abstract = {In the middle of ride-hailing industry rivalry which is gone tighter and more 
difficult, only long term competitive advantage could make a company survive. 
Many experts suggest the way on how to be a company with competitive advantage 
is to focus on the customers by fulfilling and satisfying their needs better and faster 
compare to the competitors.
This research aims to anaalyze the influence of customer experience, customer 
satisfaction and customer loyalty towards brand power of Go-Ride service by 
Gojek. The sample in this study questionnaire was developed and data was collected 
from 177 customers of Gojek. Data collection techniques using questionnaires that 
have been tested for validity and reliability.
Results reveal that customer experience has significant influence towards customer 
satisfaction, customer satisfaction has positive influence on brand power, customer 
satisfaction also has influence on customer loyalty, and customer loyalty has 
influence on brand power. Meanwhile statistical results didn?t support a positive 
influence of customer experience on brand power and customer experience on 
customer loyalty.
Keywords : Customer Experience, Customer Satisfaction, Customer Loyalty, 
Brand Power, Go-Ride, Gojek
}
}