Track: Business Management

Abstract

Consumer loyalty is a determinant of the company's progress. Meanwhile, the number of consumers who come needs to be balanced with full-service provision to increase consumer loyalty. In 2017-2019 Toyota servicing decreased quite drastically. The strategy to maintain loyal customers starts from fulfilling expectations and providing a good value perception to create consumer loyalty to the company. The research technique used in this research is descriptive verification. The sampling technique used is non-probability with the incidental sampling method; the number of samples used is 150 respondents who have used service services at Toyota, Bandung - Indonesia. The descriptive research results show that the respondents' responses to the variable expectations, perceived consumer value, and customer loyalty services in Toyota are included in the Good category. Perception of consumer value. The study's findings show that, through the dimensions used, the reliability, responsiveness, assurance, facilities, and employees influence consumer loyalty. Furthermore, it is found that there is an indirect influence between the perceived value of increasing the relationship between customer expectations and customer loyalty. Examining the problem's phenomenon, the researchers focused on studying the impact of customer expectation, perceived value, and customer loyalty.