The Impact Of Customer Experience On Customer Satisfaction With Vertical Garden Services At PT. Magna Guna Karsa

Abstract

Rapid urban development in Jakarta has reduced green open spaces, encouraging alternative solutions such as vertical gardens. Beyond their aesthetic value, vertical gardens offer ecological and environmental benefits. As demand increases, service providers like PT. Magna Guna Karsa must not only deliver high-quality outcomes but also ensure a positive customer experience, which plays a crucial role in shaping customer satisfaction. This study aims to examine the impact of customer experience on customer satisfaction in vertical garden services. It specifically seeks to describe customer experiences, identify key influencing factors, and analyze their relationship with satisfaction levels. A qualitative case study approach is employed, involving customers who have used the service for at least three months. Data are collected through in-depth interviews, observation, and documentation, and analyzed using the Miles and Huberman interactive model. The findings are expected to show that positive customer experience—covering sensory, emotional, cognitive, behavioral, and social dimensions—significantly enhances customer satisfaction. Effective communication, professional service, and reliable after-sales support are key determinants. This study contributes to the limited literature on customer experience in vertical garden services and provides practical insights for improving service quality and customer satisfaction.