The Influence of Experiential Marketing and E-Service Quality on E-Satisfaction and Repurchase Intention

Anggraini, Ni Putu Nita; Jodi, I Wayan Gede Antok Setiawan; Putra, Dedik Pratama

doi:10.32535/jicp.v0i0.904

Cited by 9 publications

(15 citation statements)

References 15 publications

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“…Abdullah (2017) found that consumers with less education and between 18 and 38 of age found that PED is more effective than other groups. These findings were validated by Anggraini et al (2020). In contrast, scholars (Park, 2018;Kim et al, 2020;Singh et al, 2020) suggested that bettereducated individuals strongly believed in the PED and did not show much difference than compared to least-educated consumers, whereas Ahmed et al (2007) and Nair and Shams (2020) failed to show any difference between consumers based on their age, gender, education, occupation and experience.…”

Section: Literature Reviewmentioning

confidence: 90%

The effects of physical environment design on the dimensions of emotional well-being: a qualitative study from the perspective of design and retail managers

Khaneja¹,

Hussain

Melewar

et al. 2022

QMR

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Purpose This study aims to use place identity theory to examine the concept of physical environment design (PED) and its effects on consumers’ emotional well-being (EWB) dimensions such as sensorium, behaviour and happiness. Design/methodology/approach The authors used a qualitative approach. Thirty interviews were conducted among participants drawn from the city of London, which is one of the flourishing and world’s most famous international trade centre, providing paramount access to the global market. The data was analysed using thematic analysis. Findings The findings suggest that PED is defined precisely using the terms like atmosphere, appealing, attractive, impressing, inviting, ambient, compelling and design cues. The findings also suggest that PED has a positive effect on consumers’ sensorium, behaviour and happiness. However, these effects are lower when the retail stores have unwelcoming themes than when they have mesmerising PED. The different names can also be advantageous, specifically when online shopping dominates today’s retail industry. The findings also illustrate that the theoretical model used in this study is valid and suggest that PED has positive effects on consumers’ sensorium, behaviour and happiness. Originality/value To the best of the authors’ knowledge, while other authors tried to identify the effect of PED on consumers buying behaviour, this study is the first one to show how PED effects consumers’ sensorium, behaviour and happiness. The results of personal interviews highlight the importance of design elements and a gap in the application of novel elements to improve consumers’ sensorium, behaviour and happiness.

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Section: Literature Reviewmentioning

confidence: 90%

The effects of physical environment design on the dimensions of emotional well-being: a qualitative study from the perspective of design and retail managers

Khaneja¹,

Hussain

Melewar

et al. 2022

QMR

View full text Add to dashboard Cite

show abstract

“…Customer satisfaction affects repurchase intention (Weiss et 2005;Soebandhi et al, 2020;Mensah & Mensah, 2018;Lin, 2019;Fang et al, 2011). Experiential marketing affects repurchase intentions (Yuan & Wu, 2008;Subawa, 2020;Suhaily & Soelasih, 2017;Anggraini, Jodi, & Putra, 2020;Friesa Ergo M & Dharmani, 2020). Experiential marketing affects repurchase intentions by mediating customer satisfaction (Rahardja & Anandya, 2010;Steven, Hery Winoto Tj, & Eka Desy Purnama, 2021).…”

Section: Methodsmentioning

confidence: 99%

The Effect of Experiential Marketing on Repurchase Intention With Customer Satisfaction Mediation and Reputable Brand at Self Cooking Restaurant

Aditama

Haryono

2022

IJEBAR

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The purpose of this study was to examine and analyze the effect of experiential marketing on repurchase intentions mediated by customer satisfaction and moderated by reputable brands. The data collection method uses a survey, the data collected is 225 customers who have purchased at a self-cooking restaurant in the city of Surakarta. Data analysis using PLS-SEM analysis. Based on the data and research results, it is known that experiential marketing which includes sense, feel, think, act and relate has a positive and significant effect on repurchase intentions. The results showed that the mediating variable of customer satisfaction had a positive and significant effect on mediating the relationship between experiential marketing and repurchase intention. In this study, the moderating variable of reputable brands did not strengthen experiential marketing on repurchase intentions. Keywords: Self-cooking restaurant, experimental marketing, repurchase intention, customer satisfaction, reputable brand

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“…Hasil penelitian sejalan dengan penelitian yang dilakukan oleh (Razak, Mokhtar, Rahman, & Abidin, 2021) yang mengatakan bahwa e-service quality memiliki pengaruh langsung maupun tidak langsung terhadap continuous intention to use. Pengaruh tidak langsung didapat melalui efek mediasi dari customer satisfaction (Anggraini, Jodi, & Putra, 2020).…”

Section: Efek Mediasi Customer Satisfaction Pada Pengaruh E-service Q...unclassified

“…Keinginan konsumen untuk terus menggunakan layanan bergantung kepada keuntungan dan resiko dari layanan digital (Almasafri, 2022). Pengaruh tidak langsung dari e-service quality terhadap continuance intention to use didapat melalui efek mediasi customer experience serta customer satisfaction (Anggraini et al, 2020).…”

unclassified

Faktor-Faktor Yang Mempengaruhi Continuous Intention to Use dalam Konteks Digital Banking di Indonesia

Sagita Putri,

Irawan,

Amanda

et al. 2024

JOEB

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Pandemi Covid-19 pertama kali diidentifikasi masuk ke Indonesia pada tahun 2020. Tujuan dari dilakukannya penelitian ini adalah untuk menjawab pertanyaan penelitian yang telah dijabarkan sebelumnya, yaitu: 1. Menganalisa pengaruh e-Service Quality terhadap Customer Experience di Bank Raya Indonesia. 2. Menganalisa pengaruh e-Service Quality terhadap Customer Satisfaction di Bank Raya Indonesia. Dalam suatu metode ilmiah terdapat dua tipe pendekatan, yaitu kualitatif dan kuantitatif. Penelitian ini berfokus pada faktor-faktor yang berpengaruh terhadap continuous intention to use dari nasabah Bank Raya Indonesia yang telah menggunakan aplikasi Bank Raya selama minimal 3 bulan dan berdomisili di Jakarta. Faktor-faktor yang terlibat dalam penelitian ini ialah e-service quality, customer experience, customer satisfaction dan trust untuk melihat pengaruhnya terhadap continuous intention to use sehingga diharapkan dapat berguna bagi perusahaan sebagai dasar evaluasi terhadap layanan yang diberikan bagi nasabah serta menjadi dasar pengambilan keputusan strategi yang sesuai untuk mencapai target perusahaan

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The Influence of Experiential Marketing and E-Service Quality on E-Satisfaction and Repurchase Intention

Cited by 9 publications

References 15 publications

The effects of physical environment design on the dimensions of emotional well-being: a qualitative study from the perspective of design and retail managers

The effects of physical environment design on the dimensions of emotional well-being: a qualitative study from the perspective of design and retail managers

The Effect of Experiential Marketing on Repurchase Intention With Customer Satisfaction Mediation and Reputable Brand at Self Cooking Restaurant

Faktor-Faktor Yang Mempengaruhi Continuous Intention to Use dalam Konteks Digital Banking di Indonesia

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