The Role of Emotional Brand Attachment and Customer Trust in Enhancing Customer Experience�s Effect on Customer Loyalty Towards Beauty Clinics in Surabaya

SARI, ENDAH KARTIKA and Wijaya, Serli (2019) The Role of Emotional Brand Attachment and Customer Trust in Enhancing Customer Experience�s Effect on Customer Loyalty Towards Beauty Clinics in Surabaya. Petra International Journal of Business Studies, 2 (1). pp. 18-26. ISSN 26216426

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Abstract

The growth of beauty and personal care products users in Indonesia has been increasing significantly in the past five years, higher than the industrys growth globally. This fact shows that cosmetics and skin care business in the country has a positive outlook in the years ahead. The increasing number of beauty clinics brands in the market has led to more intense competition. Consumers are offered with more options to treat themselves better through personal care and beauty services. In order to survive in today�s competitive industry, customer loyalty becomes paramount. Literature has shown that customer loyalty is formed by many factors such as experience, trust and emotional attachment between the customers and the services providers. This study aimed to investigate the influence of customer experience on customer loyalty towards beauty clinics in Surabaya by examining the aspects of customers emotional brand attachment and trust. The results showed that there was a positive and significant effect of customer experience on emotional brand attachment and customer trust, which in turn, leading to a significant and positive effect on customer loyalty.

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