The role of customer experience, engagement, and satisfaction on behavioral intention: reconfiguring loyalty mechanisms in regulated health services in an emerging market

This article examines how customer engagement influences customer satisfaction, experience, trust, and loyalty in the context of mobile banking as well as the role of customer experience and trust as mediating variables in customer engagement with customer satisfaction and customer loyalty. For these purposes, a conceptual framework based on the content analysis of the previous studies was developed. The data for this research were collected from 406 customers using mobile banking services in Jordan. The responses are verified using structural equation modelling. Customer engagement positively influences customer trust and experience, while the impact of customer engagement on customer satisfaction and loyalty is partially mediated by customer trust. The study findings may aid future researchers in their quest in understanding the inherent relationships that lie between the constructs' questions and may provide a platform for banking managers in their efforts to improve their online banking customers satisfaction.

Customer experience (CX) and customer engagement (CE) are pivotal elements in the success of retail stores, influencing customer satisfaction, loyalty, and overall business performance. The present study looks into the role of CX and CE in organized retail apparel stores in select cities of Kerala. Through a mixed-method approach, comprising descriptive as well as correlational research designs, the study investigates how customer experience influences customer engagement, loyalty, and purchase intentions. The findings reveal significant positive impacts of customer experience on engagement and loyalty, with demographic variables playing a moderating role. The results underscore the importance of enhancing customer experience to foster engagement and loyalty, providing strategic insights for retail managers aiming to improve customer retention and satisfaction.

PurposeThe customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an important research gap. In response and to bridge this gap, this study aims to explore CX’s role in the CPV–WoM behavior relationship, the role of WoM behavior arising from CX and whether CX acts as a core mediator (vs a moderator) in the association of CPV and subsequent consumer-behavior outcomes.Design/methodology/approachBy conducting two studies spanning a broad range of services, this paper explores the relationship between CPV, CX, and WoM behavior through structural equation modeling.FindingsThe findings are that CX plays a crucial role in the CPV–WoM relationship, thereby confirming the existence of a direct link between CPV (social/hedonic/utilitarian value), CX and WoM. The results also highlight CX’s mediating role in the relationship between social and utilitarian (but not hedonic) values. Moreover, the results reveal that the EXQ scale, measuring CX, comprises distinct experiences perceived by high and low CX-based customer segments, respectively.Practical implicationsCPV (utilitarian, hedonic, social) not only affects consumers’ behavioral intentions but also, more importantly, their WoM behavior. Therefore, managers need to consider all three values. Moreover, managers should shift their focus from social value perceptions to CX. The results suggest that managers need to devote additional resources to the development of a suitable CX, which will help mitigate consumers’ online and/or offline brand-related WoM. This study indicates the context in which managers must emphasize the construct that produces positive outcomes.Originality/valueBy identifying a direct relationship between CPV, CX and the ensuing consumer-behavior outcomes, the study offers important theoretical insight into CX’s nomological network.

Background: The increasing popularity of online food delivery (OFD) services has prompted many restaurants, including Mie Gacoan, to adopt these platforms. However, in practice, Mie Gacoan frequently encounters customer complaints regarding order discrepancies when placing orders through various OFD platforms.Purpose: This study aims to analyze the factors contributing to customer complaints by examining customer experience and customer satisfaction, particularly in minimizing order discrepancies in online food delivery services. By understanding these factors, Mie Gacoan can enhance customer loyalty while maintaining a positive brand image on the OFD platforms it utilizes.Design/methodology/approach: This study employs a non-probability voluntary sampling method, successfully gathering data from 173 qualified respondents to ensure validity. A descriptive analysis and Partial Least Squares Structural Equation Modeling (PLS-SEM) approach are used to test the hypotheses, allowing for the evaluation of multiple relationships among the variables within the research model.Findings/Result: The findings indicate that customer experience and e-service quality significantly influence customer satisfaction, which in turn impacts customer loyalty. The study emphasizes that strengthening customer loyalty requires first enhancing customer satisfaction by improving problem-solving mechanisms within the customer experience and refining compensation policies in e-service quality.Conclusion: The results highlight that customer satisfaction plays a crucial mediating role in fostering customer loyalty, as customer experience and e-service quality exert a stronger influence on satisfaction than on loyalty.Originality/value (State of the art): This study contributes to the existing literature by providing empirical insights into the role of customer experience and e-service quality in shaping customer satisfaction and loyalty in the online food delivery sector. The findings offer practical recommendations for service providers to improve their operational strategies and enhance customer retention. Keywords: customer experience, customer satisfaction, customer loyalty, e-service quality, online food delivery

The impact of smart connectivity features on customer engagement in electric vehicles

PurposeThe Internet revolution has radically changed the means of conducting business all over the world in the past few decades. The digital medium enables consumers worldwide to shop online through B2C e-commerce websites in a convenient manner. Online websites compete to provide a compelling and seamless brand experience to retain their customers. In order to achieve this, fostering a state of flow may help the brands increase customer experience, customer satisfaction and loyalty. In this study, the aforementioned phenomenon is tested against Turkish university students.MethodologyThe study was conducted against 538 valid respondents. The results of the survey were interpreted with the structural equation modeling method. Quantitative data were obtained using a five-point Likert scale. Initially, confirmatory factor analyses and reliability analysis were performed, respectively in order to determine the validity and reliability of the scale.FindingsAs a result of the analyses, it has been empirically proven that an online flow state, which is a momentary phenomenon, helps online e-commerce websites build customer satisfaction and customer loyalty indirectly through customer experience. These results are partly parallel with those in the extant literature.OriginalityThis study is significant in the literature in that, as opposed to the extant literature, online flow state is found to influence customer satisfaction and customer loyalty rather indirectly via moderating effect of customer experience. Additionally, it is the first to incorporate customer satisfaction along with customer loyalty as a new construct affected by online flow state and customer experience. The results also have important managerial implications.

The Internet revolution has radically changed the means of conducting business all over the world in the past few decades. The digital medium enables consumers worldwide to shop online through B2C e-commerce websites in a convenient manner. Online websites compete to provide a compelling and seamless brand experience to retain their customers. In order to achieve this, fostering a state of flow may help the brands increase customer experience, customer satisfaction and loyalty. In this study, the aforementioned phenomenon is tested against Turkish university students. The study was conducted against 538 valid respondents. The results of the survey were interpreted with the structural equation modeling method. Quantitative data were obtained using a five-point Likert scale. Initially, confirmatory factor analyses and reliability analysis were performed, respectively in order to determine the validity and reliability of the scale. As a result of the analyses, it has been empirically proven that an online flow state, which is a momentary phenomenon, helps online e-commerce websites build customer satisfaction and customer loyalty indirectly through customer experience. These results are partly parallel with those in the extant literature. This study is significant in the literature in that, as opposed to the extant literature, online flow state is found to influence customer satisfaction and customer loyalty rather indirectly via moderating effect of customer experience. Additionally, it is the first to incorporate customer satisfaction along with customer loyalty as a new construct affected by online flow state and customer experience. The results also have important managerial implications.

In an increasingly competitive skincare industry, repurchase intention is a critical factor to retain customers. DRW Skincare as a local brand faces challenges in building customer loyalty, while the role of customer experience, influencer credibility, and sales promotion has not been fully optimized. This research was conducted with the aim of developing a basic theoretical model and a new empirical research model to solve the gap in previous research results regarding the role of customer experience and influencer credibility on repurchase intention through sales promotion. This study uses descriptive and explanatory quantitative methods. The population in this study is the people of Serang city who have purchased DRW Skincare products at Danesha Beauty Clinic. The sampling technique in this study was nonprobability sampling using the purposive sampling method with a sample of 200 respondents. The data analysis technique used Partial Least Square (PLS) using Smart PLS 4.1.0.9 software. The results of the study are known: 1) customer experience has a positive and significant effect on repurchse intention. 2) influencers have a positive but not significant effect, 3) sales promotion has a positive and significant effect on repurchase intention, 4) sales promotion does not moderate influencer credibility on repurchase intention, 5) sales promotion does not moderate customer experience on repurchase intention. Marketing strategies need to focus on improving customer experience and utilizing credible influencers, while sales promotion needs to be redesigned to play an effective moderator role.

This paper aims to examine and analyze the impact of customer experience, switching barriers and customer satisfaction on repeat purchase decisions in Balung Retail SMEs, Jember Regency. The population of this study were all retail buyers in Balung, Jember Regency. The number of samples was determined by 100 respondents with the condition that the respondents were people who had made purchases at retail. Validity test and reliability test were carried out to test the questionnaire used in the study. Hypothesis testing was carried out to answer the research hypothesis. The results of the study show that customer experience has a positive but not significant effect on repurchasing decisions at Retail MSMEs. Switching barriers have a positive and significant effect on repurchase decisions in Retail SMEs. Consumer satisfaction has a positive and significant effect on repurchasing decisions at Retail MSMEs.

The economy of Ghana relies heavily on the retail industry and the establishment of shopping malls in the past decade has added a boost to the industry. However, little empirical research exists regarding shoppers’ experience value, satisfaction and behavioural intentions within shopping malls in Ghana. This study sought to close this gap by investigating the influence of shoppers’ experience value on satisfaction and behavioural intentions within selected shopping malls in Ghana; evaluate the mediating effect of customer satisfaction on shoppers’ experience value and behavioural intentions; and propose a model of customer experience value, satisfaction and behavioural intentions in the context of shopping malls in Ghana. The survey was conducted in the four largest shopping malls in Ghana. Through a quantitative methodology and purposive sampling, 500 usable copies of the questionnaire were included in the data analysis, and IBM SPSS (version 26) and AMOS computer software were used to perform the statistical analysis. The findings showed that shoppers’ experience value influences customer satisfaction and behavioural intentions. Customer satisfaction was found to influence behavioural intentions but does not act as a mediating variable between shoppers’ experience value and behavioural intentions within shopping malls in Ghana. It is recommended that shopping mall managers consider customer experience value as a multidimensional construct to stage a rewarding experience for customers. The latter will contribute positively to customers’ satisfaction and behavioural intentions.

This study aims to examine the influence of perceived value comprising functional value, epistemic value, social value, economic value on behavioural intention with customer engagement and customer satisfaction serving as mediating variables in the context of Sanding Waterboom a tourist destination in Bandung Regency. Expectation Confirmation Theory (ECT) is employed as the underpinning theory within the scope of artificial tourism. The study involved 140 respondents who had previously visited Sanding Waterboom. Data were collected using a cross-sectional approach and the research instruments underwent rigorous validity and reliability testing. The data were analysed using Structural Equation Modeling with SmartPLS software version 3.0. All proposed hypotheses were empirically supported. The findings indicate that perceived value exerts a positive influence on behavioral intention through customer engagement and customer satisfaction. This study makes a significant contribution to marketing literature by introducing epistemic value as a key antecedent of customer engagement. The novelty of this study lies in the addition of a hypothesis establishing a relationship between epistemic value and customer engagement. Future research is encouraged to explore other variables such as conditional value as potential drivers of behavioral intention particularly by aligning these variables with the unique attributes of the objects under investigation.

The two purposes of this study were to understand service encounters in Korean restaurants by foreigners living in Korea and to examine the effect of service encounters on the customer's emotion feelings, customer satisfaction, and behavioral intention. Based on the reactions of a total of 614 foreigners obtained by empirical research, this study reviews the reliability and fitness of the research model, and verifies a total of 4 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data: 683.466 (df=216), CMIN/df 3.164, RMR 0.095, GFI 0.911, AGFI 0.886, NFI 0.933, CFI 0.953, and RMSEA 0.059. As a result of empirical analysis, the physical environment, interactions with employees, and interactions with other customers were quantified as service encounter factors in Korean restaurants. These factors were indicated to have an influence on customer's emotion feelings. Also, customer's emotion feelings had a positive influence on customer satisfaction and behavioral intent. Limitations and future research are also discussed.

Objectives: This study aims to analyze the effect of Artificial intelligence and gamification on online purchase intention, as well as the role of customer experience as a variable that mediates the effect of artificial intelligence and gamification on online purchase intention. The marketing approach in today's era tends to lean towards digital personalization using Artificial intelligence and gamification to improve customer engagement and experience. This is ongoing with the fast rate at which technology has been expanding. The development of artificial intelligence has increased consumer happiness even more, making it even more crucial in the contemporary environment. Also, Gamification has clearly been identified as a method of influencing consumer behavior. The use of game design elements in non-game contexts is known as gamification. Gamification and persuasive technologies have been used for business purposes and to influence customer behavior.Methodology: The method used in this study is a quantitative method using survey research with marketplace users in Indonesia as the object of the research. Data collection which was used is the cross-sectional method by distributing online questionnaires from Google Forms. The research sample was selected using the purposive sampling method in order to obtain 272 respondents from various users (Tokopedia, Shopee, Lazada, Blibli, and Bukalapak users). The data analysis that is used is the path analysis Structural Equation Model (SEM) by SmartPLS 3.0 software. The first stage in data analysis is to recapitulate data on the characteristics of the respondents. The next step is to measure the validity and reliability using discriminant validity, convergent validity, composite reliability, and Cronbach's alpha. Then, to test the inner model, a Goodness of Fit test was carried out through R-Square and significance testing by interpreting path analysis values, T-values, and P-Values.Finding: In this research conducted on marketplace users in Indonesia, it was found that Artificial Intelligence and Gamification are determinants of Customer Experience but these two variables cannot directly support Online Purchase Intention. Further findings indicate that Customer Experience can be an important determining factor for Online Purchase Intention. Customer experience can strengthen the online purchase intention among marketplace users.Conclusion: The result of this study shows that Artificial intelligence and gamification cannot affect online purchase intention directly but artificial intelligence and gamification can affect online purchase intention indirectly through customer experience

Mobile services become more pervasive and complex, customer experience is becoming a key competitive differentiator. Given that intense rivalry in the mobile telecommunication service industry, customer experience and customer satisfaction have become a vital concern for the mobile service providers. However, determinants of behavioural intention such as customer experience and customer satisfaction are overlooked in many studies. Extensive literature review indicated that the nine factors influencing behavioural intention and repurchase behaviour are: the facilitating conditions, effort expectancy, performance expectancy, social influence, customer satisfaction and customer experience. Therefore, this paper examines key antecedents effect on behavioural intention. An online survey has been conducted with 364 valid responses in Australia. The study results indicate that the customer experience has a positive influence on customer satisfaction. The results from this empirical study revealed that customer satisfaction, social influence, effort expectancy and facilitating conditions have positive direct impact on behavioural intention. This study contributes to the body of knowledge in the fields of service marketing, business, and customer relationship management. A heuristic solution method is developed to cope with the complex customer repurchase behaviour problem.

The purpose of this study is to describe service quality, perceived value, customer satisfaction and behavioral intentions in digital business companies. That is to see whether service quality, perceived value, customer satisfaction can have a significant effect on behavioral intentions either separately or not simultaneously. This research was conducted on 200 respondents with the criteria of being domiciled in Jabodetabek, aged 17-44 years and consumers who have used online motorcycle taxi transportation services in the Grab application at least 2x in the last 1 year. This study uses a survey method by distributing questionnaires, which are then processed using the SEM AMOS program. The results of this study indicate that there is a positive and significant effect between service quality on customer satisfaction, customer satisfaction can mediate the relationship between service quality and behavioral intentions, customer satisfaction can mediate the relationship between perceived value and behavioral intentions. Meanwhile, there is a negative and insignificant effect between perceived value on customer satisfaction, customer satisfaction on behavioral intentions, service quality on behavioral intentions and perceived value on behavioral intentions.