Customer satisfaction model and its impact on customer loyalty on the example of automotive companies

Abstract

Our research is devoted to the automotive companies of Indonesia. Analyzing six factors is the focus of this research when it comes to automotive companies in Jakarta: Product, Price, Promotion, Customer Satisfaction, Customer Loyalty, and the Influence of Products, Prices, and Promotions on Customer Satisfaction and their potential impact on Customer Loyalty. Prowling through the automotive company scene of Jakarta (including Pelumas Pikoli, PT Swap Energi Indonesia, Maruti Suzuki, and Otoklix) we deployed a descriptive and explanatory survey. Our sample comprised a random gathering of 172 customers of the automotive companies in Jakarta during 2021-2022, whom we rigorously examined. The kind of inquiry we made entails judging the causality of the situation. Our findings report an overall positive outlook towards the automotive companies located in Jakarta. Remarkably, the products, promotions, and prices exceeded benchmark standards. Additionally, our investigations reveal a high level of contentment with the customer experience in automotive company restaurants. Finally, clutching onto swift loyalties, the customers have cemented great relationships with the automotive companies in Jakarta. They should aim to maintain consistency in their product range, pricing and promotional offers to ensure customer satisfaction. This will, in turn, foster customer loyalty, which is vital for the success of these businesses. Specifically, promotional offers have a significant impact on customer satisfaction and must be carefully managed to ensure strong and lasting satisfaction. Overall, automotive companies in Jakarta should focus on creating strong and unwavering customer satisfaction to remain competitive in their market.