The purpose of this research was conducted to identify the effect of
functional benefits, symbolic benefits, experiential benefits and customer
satisfaction towards loyalty intention from the customer who use The Body Shop.
With a high market demand on cosmetics nowadays, producers are required
to compete to meet costumer's expectations. This research was a quantitative
descriptive research. There were 153 respondents which were gathered by
convenience sampling.
The results showed that functional benefits, symbolic benefits and
experiential benefits had a positive and significant affect toward customer
satisfaction. Furthermore, this research also showed that customer satisfaction
had a positive and significant effect on loyalty intention.
Keywords: loyalty intention, customer satisfaction, experiential benefits,
functional benefits, symbolic benefits