Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek

Logahan, Jerry Marcellinus; Meliala, Janita S.; Putong, Iskandar

doi:10.21512/tw.v16i1.1539

Cited by 1 publication

(1 citation statement)

References 6 publications

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“…Therefore, customer experience is an important variable. It is a crucial driving factor for reaching business success, and as a competitive advantageous (Lemon & Verhoef, 2016); along with creating an over-time B2C e-commerce profit (Edvardsson et al, 2000;Hunter, 2007;Logahan et al, 2015).…”

Section: Customer Experiencementioning

confidence: 99%

The Impact of E-Service Quality On Customer Engagement, Customer Experience and Customer Loyalty in B2c E-Commerce

Sukendia¹

2021

TURCOMAT

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The purpose of this research is to examine the correlation of e-service quality, customers’ experience, customers’ engagement, and customers’ loyalty within B2C e-commerce. This paper describes a theoretical model for investigating the main dimension that influences on e-service context for loyalty: website design, fulfillment/reliability, customer service and security/privacy. Survey data were collected from 205 respondents who had made transactions through B2C e-commerce website in the last six months. The partial least squares technique was applied to test the research model. Based on the theoretical model, a comprehensive set of hypotheses were formulated and a methodology for testing them was outlined. These hypotheses were tested empirically to demonstrate the applicability of the theoretical model. The results indicate that customer experiences are influenced by e-service quality, customer engagement alongside with loyalties with B2C E-commerce. Meanwhile the other two factors, customer engagement and e-service quality were not influential to customer loyalty. This study offers a new understanding of customer loyalty in B2C e-commerce..

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Section: Customer Experiencementioning

confidence: 99%