Influence Customer Experience Research Articles

Pengaruh Custemer Value, Custemer Relationship Management, serta Custemer Experience terhadap Custemer Loyalty Debitur Lending yang terdapat di Bank OCBC NISP Cabang Purwakarta

This research aims to analyze the influence of customer value on customer loyalty, determine and analyze the influence of customer relationship management on customer loyalty, and determine and analyze the influence of customer experience on customer loyalty for lending debtors. The method used in this research is descriptive verification. With this type of associative research. The population used in this research is Bank OCBC NISP Purwakarta branch customers. The results of this research show that customer value influences the loyalty of lending debtors. Customer relationships influence loyal customers of lending debtors, customer experience has an influence on customer loyalty of lending debtors at OCBC NISP bank.

The Influence Of Promotion, Customer Experience And Word Of Mouth On Purchasing Decisions At Boss Café Bayangkara Medan

The restaurant business in Indonesia has always been dominated by foreign market share. Without looking far, busy centers such as malls, for example, are currently filled with restaurants from western countries or China. Starting from fast food restaurants to restaurants that provide full course menus. The population continues to increase, meaning the level of human need for food also continues to increase. Especially in the restaurant sector, it is currently showing very good development and is a business prospect that is progressing rapidly and increasing. The aim of this research is to find out whether promotions partially have a significant effect on purchasing decisions at Boss Cafe Bhayangkara, as well as knowing the influence of Customer Experience on purchasing decisions, and knowing simultaneously on Word of Mouth and the existence of Promotions in Customer Experience, Word of Mouth which has an influence on purchasing decisions at Boss Café Bhayangkara. In this research method, it is quantitative. The population in this research is all Boss Café Bhayangkara customers. The sampling technique is based on criteria (considerations). The sample parameters are: All Boss Café Bhayangkara customers, all Boss Café Bhayangkara customers came back using the Zikmund formula to reduce the sample size, so the sample in this study was 96 people and rounded up to 100 people. The results obtained from this research show that: 1) Promotion, 2) Customer Experience, 3) Wort of Mouth, 4) Purchase decisions. Basically, it shows how far the influence of an independent variable individually is in explaining the dependent variable.

Variabel Mediasi : Suatu Tinjauan Pengaruh Kualitas Layanan, Customer Experience, dan Kepercayaan terhadap Loyalitas dengan Kepuasan di Puskesmas Berbah Kabupaten Sleman

This research entitle of " Mediating Variables: A Review of the Influence of Service Quality, Customer Experience, and Trust on Loyalty and Satisfaction at the Berbah Public Health Center, Sleman Regency ". The purpose of this study is to find and analyze the influence of service quality, customer experience and trust on loyalty with satisfaction as a mediation variable. To research it uses purposive sampling and accidental sampling of 100 respondents. The tests on this study were conducted with tests of validity, reliability, classical assumptions, hypothesis testing,path analysisand sobel tests. With multiple linear regression analysis in this study obtained results b1 =0.217 showed a positive influence of service quality variables on loyalty, b2 =0.209 showed a positive influence of customer experience variables on loyalty, b3= 0.146 showed a positive influence of trust variables on loyalty, b4 = 0.164 showed a positive influence of satisfaction variables on loyalty. For partial hypothesis testing used t test, obtained a value of tcalculated for the quality of service to loyalty of 4,072, tcount for customer experience to loyalty of 3,648, for trust to loyalty of 2,657 and tcalculate for patient satisfaction to loyalty of 2,657. Then based on the results of calculations through the sobel test, patient satisfaction mediated the relationship between the quality of service to loyalty with at count value of 2,281, patient satisfaction mediated the relationship between customer experience to loyalty with at calculated value of 2,095,patient satisfaction mediated the relationship between trust to loyalty with at count value of 2.0009.

Pengaruh Pengalaman Pelanggan dan Kualitas Layanan Elektronik Terhadap Kepuasan Pelanggan Layanan Pesan Antar Makanan Gofood di Surabaya

service to its consumers. The emergence of many competitors has pressured Gofood to find effective strategies to become the market leader. The purpose of this study is to determine the influence of customer experience and electronic service quality on customer satisfaction with Gofood’s food delivery service in Surabaya. This research employs a quantitative method. The population in this research consist of the residents of Surabaya. The targeted sample includes residents of Surabaya who have utilized and purchased Gofood as a food delivery service with 98 respondents. The sampling process uses a non-probability sampling method through purposive sampling techniques. The results of this research reveal: 1) customer experience has a positive and significant effect on customer satisfaction and 2) electronic service quality has a positive and significant effect on customer satisfaction.

Understanding Customer Experience in Malaysian E-Commerce: A Review of Key Determinants

The Fourth Industrial Revolution has prompted traditional businesses across various sectors to transition to digital platforms, reshaping business activities and enhancing customer acquisition strategies. In the context of online shopping in Malaysia, the rapid increase in digital-savvy consumers has driven a significant rise in demand for digital shopping experiences. However, despite this shift, several factors must be considered by e-commerce businesses to provide seamless and satisfying customer experiences. This study explores the factors influencing customer experience in online shopping for goods in Malaysia, addressing the gap in research that often relies on limited or extended models without considering the comprehensive interactions between determinants. Through secondary data analysis, this research identifies key factors such performance expectancy, effort expectancy, social influence, and cognitive skills. Additionally, this study proposes a conceptual framework based on the UTAUT 3 model to enhance the understanding of these factors and their relationships, providing valuable insights for improving customer experience and fostering the use of online shopping platforms in Malaysia.

Don’t Fake It If You Can’t Make It: Driver Misconduct in Last-Mile Delivery

In the last two decades, last-mile delivery (LMD) firms have seen immense growth fueled by the success of e-commerce, leading to faster and cheaper deliveries. Operating on thin margins, LMD firms strive for successful first-time deliveries to avoid the financial and reputational costs of reattempts. Delivery agents (DAs) are integral to LMD efficiency, influencing customer experience, delivery success, and productivity. However, most LMD performance enhancement research focuses on process, technology, and incentives, which presume workers will conform to procedures and monitoring tools will function flawlessly. Nevertheless, in practice, DAs deviate from expected behaviors, that is, indulge in misconduct, negatively affecting delivery efficiency, often resulting in returned parcels. One of the major forms of misconduct is entering fake remarks about deliveries, wherein DAs intentionally do not deliver the parcels and provide fake reasons for it. For instance, even without reaching a delivery address, a DA remarks “customer unavailable” and records a delivery failure. In this study, we collaborated with a leading Indian LMD firm and, using instrumental variable regression, found that such misconduct leads to a spillover productivity loss. This effect reduces the next day’s successful deliveries by 1.60% and first-time-right deliveries by 1.86%. We discuss misconduct’s correlation with factors such as task complexity and offer novel insights into how opportunistic circumstances can influence worker behavior. This paper was accepted by Elena Katok, operations management. Funding: V. Choudhary acknowledges the support received from Ministry of Education, Singapore [Grant RS12/20]. Supplemental Material: The online appendix and data files are available at https://doi.org/10.1287/mnsc.2023.01829 .

Analysis of Customer Experience and Customer Satisfaction on Repurchase Intention with Customer Loyalty as a Mediation Variable at Cafe Dokobox Mamuju

This article discusses customer experience and customer satisfaction regarding repurchase interest at Cafe Dokobox Mamuju, with customer loyalty as a mediating variable. This research used a questionnaire to collect data from 200 customers and analyzed using SmartPLS 3. The results show that customer experience and customer satisfaction have a significant influence on loyalty, customer experience also influences repurchase intention. However, customer loyalty does not mediate the influence of customer experience and satisfaction on repurchase intention.

The influence of customer experience on loyalty through satisfaction as an intervening variable for users of maxim online transportation services in the city of semarang

The high level of online transportation users in Indonesia creates intense competition and to be able to survive in the midst of competition, companies must improve their performance in various aspects to be able to create a good experience for their users so that there is high satisfaction so that user loyalty to the company continues to survive and increase. This research aims to determine the influence of customer experience on user loyalty through satisfaction with users of Maxim online transportation services in Semarang City. This type of research is explanatory research with a sample size of 96 respondents who are Maxim users in Semarang City. with a sampling technique using non-probability sampling with a multistage purposive sampling method. The population in this research is the people of Semarang City who have used Maxim. The data analysis method uses SmartPLS 3.2.9 software. The research results prove that the mediating relationship between customer experience and loyalty through satisfaction as an intervening variable is partial mediation. The suggestion in this research is that Maxim is expected to pay more attention to aspects that can influence user experience so that users feel maximum satisfaction when using Maxim.

Do AI-Based Voice Assistants Influence Brand Continuous Usage? The Mediating Role of AI-Driven Customer Experience

This study aimed to assess the influence of artificial intelligence (AI) voice assistant (VA) on customer experience, resulting in the continuous use of mobile brands. Specifically, this article assesses the role of hedonic, utilitarian, and social benefits provided by AIVA on customer experience and continuous usage of a mobile phone brand. Using a primary data collection instrument, the quantitative approach was adopted to examine the study’s variables. Data from 348 valid responses were used for the analysis based on structural equation modeling (SEM) with AMOS version 23. Three main factors were identified to influence customer experience, which results in continuous usage of a mobile phone brand. These factors are social benefits, hedonic benefits, and utilitarian benefits. In conclusion, a significant and positive relationship exists between AI-enabled customer experience and brand continuous usage. It recommended that mobile brands consider and research their prospects’ and customers’ social, hedonic, and utilitarian needs to provide them with desired products and experiences.

Does firm-created social media communication develop brand evangelists? Role of perceived values and customer experience

PurposeThe social media communication of luxury service firms remains largely unexplored. This study explores the influence of firm-created social media communication (FCSMC) on predicting brand evangelism (BEM) via perceived values, including functional value (FV), emotional value (EV) and social value (SV), by embedding the direct and moderating influence of customer experience (CX) on brand evangelism in the luxury hotel sector.Design/methodology/approachThis study recruited 405 regular travelers to participate in an online survey. Following meticulous data curation, the empirical analysis was performed on 363 responses using structural equation modeling.FindingsThe findings revealed that FCSMC substantially impacted perceived values, including FV, EV and SV, as well as BEM. Likewise, perceived values, including FV and EV, were positively associated with BEM. In addition, this study revealed that CX exhibited significant predictive capability with its direct and moderating effects on BEM in the luxury hotel sector.Originality/valueThis original research advances the uses and gratifications theory and attribution theory. It provides novel theoretical insights and practical recommendations for the luxury hotel sector.

Mediating Role of Experiential Value in the Effect of Customer Experience on Brand Loyalty

The prime concern of the current research effort is; (1) analyze the impact of customer experience directly on brand loyalty, (2) analyze the impact of customer experience directly on experiential value, (3) analyze the impact of experiential value directly on brand loyalty, (4) analyze the role of experiential value in mediating the impact of customer experience on brand loyalty. This research combines the phenomenon of the mediating role of experiential value in influencing customer experience on brand loyalty. Coffee shops are an important element of the food and beverage sector in Indonesia, which is one of the largest coffee-consuming countries in the world. Marketers need to improve customer experience to create a competitive advantage. Therefore, to create brand loyalty, it is necessary to have experiential value that drives customer experience. This research uses convenience sampling. The data collected is analyzed on Smart-PLS and the results illustrate that; (1) customer experience has a significant positive effect on brand loyalty, (2) customer experience has a significant positive effect on experiential value, (3) experiential value has a significant positive effect on brand loyalty, and (4) customer experience has a significant positive effect on brand loyalty through experiential value. Keywords: customer experience, experiential value, brand loyalty

Experience intensification to purchase intentions of derivative works in service-intensive industries: An empirical study

In service-intensive industries, the main product is customer experience. Customer experience may be enhanced through the use of derivative works, a powerful marketing strategy, and experience intensification. The aim of this study is to examine the influence of customer experience on the intention to purchase derivative works and the mediating effect of experience intensification. A self-administered questionnaire was used to collect data, with 326 valid questionnaires returned. Structural equation modelling was used to test the conceptual model. The results suggest that Schmitt's five strategic experiential modules influence experience intensification and customers' intention to purchase derivative works to different degrees. Additionally, customers with a higher level of experience intensification are more likely to purchase derivative works, and, importantly, intensification strengthens the influence of customer experience on the intention to purchase derivative works. By combining tangible (derivative works) and intangible (customer experience) products and viewing the outcomes of customer experience as a series of responses, ranging from experience intensification to the intention to purchase derivative works, this paper contributes to the consumer experience literature. This study offers insights for managers to enhance the various dimensions of customer experience and optimise derivative work marketing strategies through experience intensification. This study is the first to investigate the role of derivative works in experiential marketing and the mediating role of experience intensification in the relationship between customer experience and purchase intention.

Pengaruh Customer Experience Terhadap Keputusan Pembelian Produk Karung Goni Dan Kotak

This research aims to find the influence of customer experience on purchasing decisions for PT sack and box products. Prima Lestari Image. The method used in this research is a quantitative descriptive technique which explains the data description of the influence of customer experience variables on purchasing decisions, using observation guidelines, questionnaires and literature studies. The questionnaire used in this research was written and intended to be filled in by 50 respondents who are partner companies of PT. Prima Lestari Image. The questionnaire was administered based on the principle of saturated sampling where the entire population was taken to be used as a sample. This research uses a partial test and also a coefficient of determination test to find the existence of an influence and also the magnitude of the influence exerted. The results of research on these two variables have shown that there is an influence between customer experience on PT purchasing decisions. Prima Lestari Image. This influence is explained by the customer experience t-value of 1.711 > ttable value of 1.677. The magnitude of the influence of customer experience on purchasing decisions is 31.4%, so the remaining amount of 68.6% is considered as variables that are not included in this research, such as word of mouth, electronic marketing and others.

Analyzing the Determinants of Guest Experience in Istanbul's Airbnb Market: An Advanced Topic Modeling Approach via Latent Dirichlet Allocation

This study embraces an inductive approach to comprehensively examine the various factors influencing customer experience and satisfaction in Istanbul's rapidly evolving accommodation-sharing economy, with a specific focus on Airbnb. The research undertakes an extensive analysis of a substantial dataset comprising 508,746 Airbnb reviews collected from Istanbul, marking a significant endeavor in understanding the nuances of customer preferences and expectations in this domain. The process begins with a thorough preprocessing of the textual data, ensuring clarity and relevance in the information analyzed. Following this, the study employs Latent Dirichlet Allocation (LDA), a sophisticated statistical model, to identify and extract 32 distinct topics from the user-generated content. These topics, embedded within the reviews, provide a rich source of insights into the guest experience. The extracted topics are systematically categorized into several key dimensions, offering a structured framework for analysis. These dimensions include detailed assessments made by guests, locational attributes of the accommodations that range from central urban areas to more peripheral locations, and both the tangible and intangible aspects of the Airbnb listings. Additionally, the study examines the management practices of the hosts and the overall quality of service, factors that are crucial in shaping guest satisfaction. Each of these dimensions offers a lens through which the intricate aspects of customer experience in the shared accommodation sector can be understood and evaluated. To explore deeper into the intricate relationships among these topics, the study employs hierarchical Ward Clustering. This statistical technique is instrumental in revealing the complex interplay and subtle connections between the various topics. Such an approach is pivotal in elucidating the multifaceted nature of customer experience in the peer-to-peer accommodation context. The analysis aims to provide a comprehensive and layered understanding of the determinants that shape guest experiences in Istanbul's Airbnb sector. By offering a detailed, multi-faceted perspective on the drivers of customer satisfaction, this study contributes significantly to the body of knowledge in the field, enhancing the understanding of key factors that influence guest experiences and satisfaction in the dynamic and diverse landscape of Istanbul's accommodation-sharing economy.

Analysis of the Influence of Customer Experience and Lifestyle on Unesa Students' Film Watching Decisions at the XXI Cinema Building in Surabaya

Analysis of the Influence of Customer Experience and Lifestyle on Unesa Students' Film Watching Decisions at the XXI Cinema Building in Surabaya

The Influence of Customer Experience and Price Perception on Repurchase Intention on Mixue’s Products

This study aims to determine the impact of customer experience and price perceptions partially and simultaneously on repurchasing intention for Mixue products. The research method used in this research is quantitative explanatory design with accidental sampling. The number of samples in this study were 371 people. The data collected using Likert scale that consist of scale of repurchase intention, scale of customer experience, and scale of price perceptions. Multiple linear regression analysis technique is used to test the proposed hypothesis. The result showed that: (1) Customer Experience has a positive impact on repurchasing intention in Mixue. (2) Price perception has a positive effect on repurchase intention on Mixue. (3) Customer experience and price perception simultaneously influence the repurchasing intention on Mixue up to 66,7% and the rest the 33,3% impacted by other factors that unable to be researched by this experiment. Keywords: Customer Experience, Price Perception, Repurchasing Intention, Mixue.

The Impact of Customer Experience and Brand Awareness on Word of Mouth with the Mediating Role of Customer Satisfaction: A Study on Wedding Organizers in Jakarta

This study investigates the influence of customer experience and brand awareness on word of mouth, with customer satisfaction acting as a mediating variable. The focus of this research is on clients of wedding organizers associated with the APPGINDO organization in Jakarta. A quantitative approach was employed, collecting data from 200 respondents through a structured questionnaire. The findings indicate that customer experience and brand awareness have a significant positive impact on customer satisfaction, which in turn strongly influences word of mouth. Moreover, the study confirms the mediating role of customer satisfaction, demonstrating that its presence is crucial in transforming customer experience and brand awareness into positive word of mouth. These findings contribute valuable insights for service-oriented businesses, particularly in the wedding planning industry, and suggest strategic areas where companies can focus their efforts to enhance customer advocacy and brand loyalty.

Exploring Key Drivers Influencing Customer Experience: Evidence from Telecom Companies in the Philippines

This study explores the impact of brand image, price, and service quality on customer experience in telecom companies within Clark Freeport Zone, Philippines. Using a stratified sample of 125 respondents, the research employs descriptive statistics, weighted average means, and multiple linear regression for data analysis. The study aims to fill a research gap by examining how these factors affect customer experience, offering unique insights specific to this zone. Findings from Spearman's rho correlation and regression analysis show significant positive relationships between brand image, price, service quality, and customer experience. These factors are confirmed as significant predictors, positively influencing customer experience. The results provide valuable insights for telecom companies in Clark Freeport Zone to enhance customer experience strategies and improve customer satisfaction, loyalty, and acquisition. Addressing these aspects can boost brand perception, reduce customer churn, and promote sustainable business growth.

The Role of Moderators in Transitioning From GenAI Chatbot Customer Experience To Customer Satisfaction in Digital Marketing

This study investigates the role of moderators in transitioning from Generative AI (GenAI) chatbot customer experience to customer satisfaction in digital marketing. As digital marketing continues to grow with technological advancements, GenAI chatbots such as ChatGPT, Copilot, and Gemini have become essential tools for enhancing customer engagement and providing personalized experiences. Despite extensive research on the technical aspects of chatbots, there is limited understanding of how perceived personalization, relevance, and usefulness of GenAI chatbots impact customer satisfaction significantly when moderated by variables like familiarity with technology and organization type. A conceptual model is developed, and data is collected through a survey of 346 consumers who interact with GenAI chatbots. The data is analyzed using moderated regression analysis to test the proposed hypotheses. The findings of this study will enhance the understanding of factors influencing customer experience and provide practical insights for businesses aiming to improve customer satisfaction through effective GenAI chatbot integration. This research contributes to the existing literature on digital marketing and offers actionable recommendations for customizing GenAI chatbots to meet the needs of different organizational types.

Analysis of the Influence of Customer Experience on Consumer Satisfaction and Loyalty Using Deluxe Rooms at the Aston Pontianak Hotel

This research aims to determine the influence of customer experience on consumer satisfaction and loyalty using Deluxe rooms at the Aston Pontianak Hotel. The population in this study were consumers who had stayed in deluxe rooms at the Aston Pontianak hotel more than once. The sample in this research was 100 people using purposive sampling techniques. Data analysis uses SEM (Structural Equation Modeling) analysis. The research results show that customer experience does not have a positive effect on consumer satisfaction, this is proven by the statistical t value of 1.805 (p = 0.072). This means that there is a possibility that the relationship between customer experience and consumer satisfaction may occur by chance and is not statistically significant. However, even though it is not statistically significant, it is still possible that there is a positive but not significant relationship in this study. Customer experience has a positive effect on consumer loyalty, this is proven by the statistical t value of 7.103 (p = 0.000). In other words, the better the customer experience provided by the Aston Pontianak Hotel to its consumers, the higher the likelihood that consumers will become loyal and continue to choose to stay at the hotel. Consumer loyalty has a positive effect on consumer satisfaction, this is proven by the statistical t value of 7.019 (p = 0.000). In other words, the higher the level of consumer loyalty towards the Aston Pontianak Hotel, the greater the possibility that consumers will feel satisfied with the service and experience provided by the hotel.