Influence Customer Experience Research Articles

INFLUENCE OF CUSTOMER EXPERIENCE ON INTEREST USING THE TIX.ID APPLICATION IN PURCHASING CINEMA TICKETS IN JAMBI CITY WITH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE

The perpetrator's business can use the internet and digital marketing as a medium for support activities marketing , like For do promotion, buying and selling process. One of them is the emergence of online sites and applications internet-based _ used to help do activity sales or purchase products online. Study This is study descriptive quantitative aim _ To explain the influence Customer Experience and Customer Satisfaction as well as interest_use repeat consumers who have application Tix. Id . Population in research This is user application Tix.Id in Jambi City with sample as many as 75 respondents . Withdrawal sample use non-probability sampling with the technique purposive sampling . Data collection using google form. Deep data analysis techniques study This is Partial Least Square use application SmartPLS . Research results This show that : Customer Experience and Customer Satisfaction influential positive and significant to Interest Use Repeat , Customer Experience influential positive and significant to Customer Satisfaction. CustomerExperience influence interest use repeat through customer satisfaction as intervening variable

Kepuasan Konsumen Jasa Tour And Travel CV. Alam Pratama : Ditinjau Dari Customer Experience Dan Kualitas Layanan

The tourism sector has experienced significant changes after the COVID-19 pandemic. The pandemic has had a far-reaching impact on the tourism industry worldwide with travel restrictions, temporary closures of tourist destinations, and changes in consumer behavior. For almost 2 years, the number of visits has increased after it was declared that conditions were gradually returning to normal. This research aims to analyze the influence of customer experience and service quality on consumer satisfaction at travel agencies. CV. Alam Pratama is a company that provides tourism travel agency services, including open trips and tourist services to popular destinations. This research is included in the type of quantitative research. The sampling technique uses purposive sampling. The number of samples in this study was 100 respondents. The analysis technique uses multiple linear regression analysis. The results of the analysis show that partially, customer experience has a positive and significant influence on consumer satisfaction. Likewise, service quality also has a positive and significant influence on consumer satisfaction. Meanwhile, customer experience and service quality simultaneously influence consumer satisfaction at CV. Pratama Nature. Thus, this research emphasizes the importance of paying attention to customer experience and improving service quality in the tourism industry. These findings provide a better understanding of the factors that influence consumer satisfaction, which can help companies develop strategies to improve customer service and experience.

Customer experience quality with social robots: Does trust matter?

Although service providers increasingly adopt social robots, much remains to be learned about what influences customers' experiences with robots. To address this issue, this study investigates the relationships among customer equity drivers (i.e., value equity, brand equity and relationship equity), trust in social robots, and trust in service providers. Specifically, we hypothesize that customer equity drivers influence trust in social robots and trust in service providers. We also propose that customer equity drivers influence customer experience quality in the context of social robots and that trust in social robots and trust in service providers mediate these relationships. The study used a two-stage hybrid partial least squares structural equation modelling (PLS-SEM)-artificial neural network (ANN) analysis to examine the proposed relationships. Findings show that while all the customer equity drivers influence trust in service providers, only brand and relationship equity influence trust in social robots. Results also suggest that trust in service providers mediates the relationship between customer equity drivers and customer experience quality. In addition, we find that consumers' trust in service providers helps generate trust in social robots. Theoretical and managerial implications are discussed.

Тhe Positive Customer Experience as a Factor for Guest Satisfaction and Loyalty

In the contemporary hospitality industry, superior customer experiences are essential to gaining customer loyalty and achieving a competitive advantage. The guest experience lies at the heart of hospitality and is a major driver of loyalty and personal recommendations. Guest satisfaction reflects the experience guests have in the hotel establishment. But it also reflects the performance the hotel achieves through the services it offers and the way it differentiates itself from its competitors. That is why it is important that guest satisfaction and experience are at the very heart of a hotel's management strategy. Improving customer satisfaction is a critical component of the hospitality industry’s value proposition to the guests (Siguaw a. Enz,1999). Consequently, the hospitality industry spends millions of dollars per year to better assess guest satisfaction and understand the elements of loyalty. With an understanding of what causes guests to stay and to return, hoteliers can act to increase loyalty. This article aims to provide an overview of what is known so far about customer experience and identifies some emerging issues that play an important role in it. It will also describe ways that create excellent customer experience. This will help practitioners to understand the factors that influence customer experience and thus to choose the right satisfaction effective strategy which will turn their guests into loyal customers.

ANALISIS PENGARUH CUSTOMER EXPERIENCE TERHADAP MINAT BELI KONSUMEN DI BENGKEL BURGER & BRE X KAREN'S DINER

This research was made with the aim of analyzing the relationship between Customer Experience and Consumer Purchase Interest and how much influence Customer Experience has on Consumer Purchase Interest. Based on the results of tests conducted by researchers in this study, it proves that there is a significant influence from customer experience on consumer buying interest at Bengkel Burger & Brew X Karen's Diner. This is evidenced by the results of the t test with a tcount of 17.879 > ttable 1.98447 with a significance of 0.000. In addition to the t test, the results of the Multicollinearity Test show that the tolerance value is 1.000 > 0.10 and the VIF value is 1.000 <10.00, this means that multicollinearity does not occur. Based on the results of the Heteroscedasticity Test with a significance value of 0.154, > 0.05, it can be concluded that the data used by the researchers in this study had no problems with heteroscedasticity. And based on the results of the Coefficient of Determination Test (R2), it can be seen that the value of R2 is 0.765 which means that the effect of variable X on variable Y is 76.5% with the remaining 23.5% influenced by other variables not examined in this study.

The Influence of Customer Experience and Brand Awareness on Customer Loyalty Mediated by Customer Satisfaction (Empirical Study: Yoshinoya Restaurant Customers in DKI Jakarta)

Objective of research is to investigate the effect of customer experience and brand awarness on customer loyalty among Yoshinoya restaurant customers in DKI Jakarta, both directly and indirectly with mediation of customer satisfaction. This study use quantitative approach. A survey was conducted with 171 respondents who had consumed products of Yoshinoya restaurants in DKI Jakarta. Data analysis was performed using Structural Equation Model with AMOS program. The research findings indicate that the customer experience provided by Yoshinoya restaurants does not have a strong and significant relationship with customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. However, it was found that brand awareness has a strong and significant influence on customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. When mediated by customer satisfaction, turns out customer experience does have a strong and significant relationship with customer loyalty. Enhanced, when brand awareness mediated by customer satisfaction, has a stronger and more significant influence on customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. The implications of this research suggest that companies can enchance customer loyalty by improving customer experience, brand awareness, and customer satisfaction. This can be achieved through the provision of high-quality food, efficient service in terms of speed, a strong brand, and most importantly ensuring customer satisfaction. Customer satisfaction is crucial in transforming a negative into a more positive one.

Analysis of Key Factors for Improved Customer Experience, Engagement, and Loyalty in the E-Commerce Industry in Indonesia

In Indonesia's rapidly growing e-commerce industry, customer experience, engagement, and loyalty are pivotal variables for business success and sustainability. By addressing gaps in understanding these critical factors to enhance positive customer experiences, optimize engagement levels, and fortify customer loyalty. This research aims to identify key factors influencing customer experience, engagement, and loyalty in Indonesia's e-commerce industry, hence resulting in practical implementation recommendations for companies interested in developing an e-commerce platform or as a reference for future research. This study employs an explanatory qualitative approach to explore the intricate relationship between customer experience, engagement, and loyalty in the dynamic landscape of the e-commerce industry. Data is gathered from five prominent e-commerce platforms in Indonesia. The qualitative analysis delves into the narratives of these respondents, uncovering rich insights into their perceptions. Recommendations to bridge these gaps include implementing live chat with sellers, elevating personalized content and recommendations, prioritizing responsiveness and page loading speed, emphasizing security in online shopping, and amplifying personalized content and recommendations during customer engagement. Adopting these strategies, e-commerce companies can deliver more gratifying customer experiences, elevate engagement, and strengthen loyalty, thus establishing a competitive advantage in this dynamic market and fostering sustainable business growth. The research identifies factors impacting customer experience, engagement, and loyalty in e-commerce. Key factors for a positive experience include discounts, product quality, user interface, and customer support. Addressing gaps between factors and expectations can enhance satisfaction and loyalty. Recommendations include live chat, personalization, speed, security, and content improvement for a competitive advantage and sustainable growth. The recommendations for future research include conducting a comparative analysis, undertaking a longitudinal study, testing implementation strategies, and measuring long-term loyalty effects.

Customer experience in pharmaceutical B2B markets: perspectives of buyers and sellers

PurposeThe purpose of this study is to understand customer experience (CX) in business-to-business (B2B) markets through the perspectives of buyer–seller dyads. This study aims to evaluate how customer journey, touchpoints and digital and social media (DSM) influence CX and offer avenues for sellers to align their efforts with buyers’ requirements to create and manage CX.Design/methodology/approachIntegrating insights of practicing buyers and sellers in the pharmaceutical B2B industry, this study follows the phenomenological approach to understand their experience through their perspectives on the customer journey, touchpoints and DSM.FindingsThe findings of this study include convergence in the perspectives in journey stages, journey enablers, stakeholder involvement, touchpoint preference and DSM’s use. The study findings also include divergence in perspectives in the senior management engagement, journey enablers, selling center involvement, DSM purpose and usage of DSM platforms. These offer opportunities for sellers to align with buyer journey, touchpoints and DSM to create and manage CX.Practical implicationsSellers in pharmaceutical B2B markets have been dependent on traditional knowledge to influence customer journey and touchpoints and the advent of DSM has enhanced the challenge. To avoid this confusion, sellers need to have clarity of customers’ expectations on the journey, touchpoints and DSM. This enables sellers to allocate their resources better to achieve the desired outcome in CX.Originality/valueThis first-of-its-kind study captured the convergence and divergence perspectives of pharmaceutical B2B buyer–seller dyads from the lens of the uncertainty reduction theory and social penetration theory. The study suggests opportunities for pharmaceutical sellers to create and manage CX.

Customer Experience and Customer Satisfaction on Blibli Customer Loyalty in the City of Surabaya

The development of the digital world is currently very rapid, progress in the online world every year cannot be doubted. One of the sectors that has been affected by this progress is digital business, namely e-commerce or electronic commerc. eThe user's text is too brief to be rewritten academically. The main aim of this study was to investigate the influence of customer experience and customer satisfaction on customer loyalty, specifically focusing on the Blibli.com platform in the urban context of Surabaya. The present study employed a quantitative methodology, utilizing a purposive sample technique. The research population is loyal customers from Blibli in the city of Surabaya. The sample in this study are customers aged 26-35 years who live in the city of Surabaya, customers who have made purchases at Blibli with a minimum of 2 purchases, and customers who have used the Blibli application for at least 1 year. While the sample in this study were 112 Blibli customer respondents according to the criteria. All tests using the SmartPLS Application show that all tests get scores above the required values so that the tests are declared reliable. The findings of the research indicate that customer experience exerts a substantial and favorable impact on customer loyalty. Similarly, the variable of customer satisfaction exhibits a noteworthy and favorable impact on customer loyalty.

The Influence of Customer Experience, Customer Relationship, and Payment Terms on Purchase Intention


 
 
 
 
 
 
 
 
 
 This study investigates the impact of Customer Experience, Customer Relationship, and Term of Payment on Purchase Intention within the context of a specific customer base. Employing a quantitative approach with a descriptive correlational design, the research encompasses 41 participants. Data was gathered through a Likert Scale questionnaire and analyzed using multiple linear regression in SPSS V16.0. The findings reveal that Customer Experience, Customer Relationship, and Term of Payment collectively contribute to 79.5% of the variance in Purchase Intention, with the remaining 20.5% attributed to unexamined factors. Notably, Customer Relationship emerges as the most influential factor, while Term of Payment exhibits no significant effect on Purchase Intention. This study advances our understanding of the nuanced interplay between customer-centric factors and purchase decisions, offering implications for enhancing customer engagement strategies.
 Highlights: 
 
 Quantifying Impact: Investigating the influence of Customer Experience, Customer Relationship, and Term of Payment on Purchase Intention in a specific customer context.
 Customer Relationship Primacy: Highlighting the paramount significance of Customer Relationship as the key driver of Purchase Intention among consumers.
 Payment Terms and Influence: Demonstrating that Term of Payment does not significantly impact Purchase Intention, providing valuable insights for marketing strategies and consumer behavior.
 
 Keywords: Customer Experience, Customer Relationship, Term of Payment, Purchase Intention, Consumer Decision
 
 
 
 
 
 
 
 
 

VISIBILITAS DAN PENETAPAN HARGA TERHADAP PENGALAMAN PELANGGAN AYAM GEPREK SA’I CABANG BEJI

In this era of rapid technological advancement, humans are constantly seeking and choosing various ways to do things quickly and easily, including when it comes to dining. Fast food restaurants have become common in many cities. The food industry in Indonesia is currently experiencing rapid development. Therefore, intense competition arises to create and fulfill the increasingly sophisticated and high demands of consumers. This study aims to analyze the impact of visibility and pricing on customer experience. The research utilizes a quantitative method, with a research design involving hypothesis testing. In this study, data is obtained from two sources, namely primary data and secondary data. An online questionnaire is distributed to customers of Beji Geprek Sa'i Fast Food Restaurant, Beji Branch, as research subjects to collect primary data. Data analysis will be conducted using SPSS software, with the research sample consisting of individuals who have visited Beji Geprek Sa'i Fast Food Restaurant, Beji Branch, more than once. The questionnaire will be distributed through Google Form. Based on the conducted research, it can be concluded that the factors of visibility and pricing contribute to or influence customer experience (Y).
 Keywords: Visibility, Pricing, Customer Experience.

Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia

The emergence of digital banks in Indonesia, such as Blu by BCA, Bank Jago, Allo Bank, and Bank Neo Commerce has been driven by the positive response from the public and the increasing demand for digital banking services, especially in the Covid-19 pandemic. With the growth of digital banking in Indonesia, it is important to understand the factors that shape customer satisfaction and loyalty. This study aims to examine the influence of customer experience on satisfaction and loyalty in the digital banking industry, with focus in Indonesia (Makassar). Seven hypotheses are proposed to examine these relationships. The study utilizes a sample of digital banking customers through convenience sampling and collects data using electronic questionnaires. Structural equation modelling (PLS) is employed for data analysis, considering validity and reliability measures. The findings reveal that convenience and security significantly influence customer satisfaction, while the influence of usefulness is not supported. Additionally, customer satisfaction is identified as a significant mediator in the relationship between customer experience and loyalty. This study emphasizes the importance of improving convenience and security aspects in digital banking services to enhance customer satisfaction and loyalty. In conclusion, this research provides valuable insights for digital banks in Makassar, Indonesia, to enhance their services and cultivate strong customer relationships. Prioritizing convenience and security, along with understanding the influence of customer satisfaction on loyalty, can drive the success of digital banking firm.

PENGARUH CUSTOMER EXPERIENCE DAN KEPUASAN TERHADAP PURCHASE INTENTION TIKTOK SHOP

The millennial generation currently has the convenience of accessing various kinds of applications, one of which is TikTok. TikTok provides online or online shopping features that allow anyone to make money through the features provided, namely the TikTok Shop, an online shopping feature offered by the TikTok platform. The purpose of this study is to find out and explain the influence of customer experience and satisfaction on purchase intention at the Tiktok Shop, and to know and explain the role of satisfaction in mediating the influence of customer experience on purchase intention at the Tiktok Shop. This research was conducted on tiktok users in Indonesia. The number of samples used in this study were 160 people. The analysis technique used is SEM-PLS. The results of this study indicate that customer experience and satisfaction affect purchase intention, and satisfaction is able to mediate the influence of customer experience on purchase intention.

Influence of customer experiences on the preference for online bus booking services in Dar es Salaam, Tanzania

This study examined the influence of customer experience on the preference for online bus booking services in Dar es Salaam, Tanzania. Specifically, the study aims to: i) Determine the influence of familiarity with online booking services on the customer preference for online bus booking services, ii) Examine the influence of perception on the customer preference for online booking services, iii) Examine the influence of customer satisfaction on the customer preference for online bus booking services. The study employed a convergent parallel research design whereas both qualitative and quantitative data were collected. A sample of 384 users of buses for their transport was involved using a questionnaire that was administered through Google form as one of the web-based tools. Qualitative data were analyzed using content analysis whereas quantitative data were analyzed using descriptive statistics whereas mean scores, standard deviations, frequency, and percent were computed. Further, a binary logistic regression model was performed to analyze quantitative data. The findings show that customer perception and satisfaction were statistically significant in influencing customers’ preference for online bus booking. The study recommends to all key players in the bus transport sector make use of the findings to enrich policies and strategies in the adoption of online bus booking.

Customer Switching Intention: The Integrated Framework of Disconfirmation Theory

Due to growing competition, customer retention has become a big problem in many service companies. Within a conceptual model for consumer switching intention, this article examines the influence of customer experience, customer satisfaction, and switching intention to green products, all of which are controlled by online information. Even though scholars have researched consumer switching intentions and the elements that influence them, the complex structural processes that minimize the chance of switching intentions in higher education institutions have remained unstudied. This paper addresses the role of customer experience and customer satisfaction to switching intentions moderated by online information. Data is collected through a questionnaire survey. This study employs purposive sampling to obtain respondents (n = 135), with the criteria, students at Universitas Negeri Semarang, a Conservatory University, who wish to switch to green products. Empirical findings support the proposed model and hypotheses, demonstrating that (1) customer satisfaction is negatively related to switching intention, and (2) The online information factor further strengthens the relationship between customer satisfaction and switching intention. The findings of this study provide a unified understanding of the structural relationships that contribute to increased green switching intention to the development of disconfirmation theories in the higher-education context. Implementing a green campus within Universitas Negeri Semarang, campus communities are encouraged to switch to environmentally friendly products to support green campus policies.

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

The concept of open banking has emerged only recently within the fintech sector, and it is rapidly becoming popular in many regions across the world. Currently, there are very few studies on the relationship between customer experience and intention to use fintech apps, none of which focus on open banking. This relationship is significant for a number of reasons, one of which is the emerging importance of the connection between fintech and an environmentally sustainable economy. This paper seeks to add to our understanding of the factors that shape the customer experience and that determine loyalty levels toward open banking brands and apps. We propose a model in which a number (six) of affective and cognitive factors influence customer experience, which ultimately determines loyalty intention. The model is tested using data collected via a quantitative (survey) methodology involving open banking users in Saudi Arabia. The results show that customer experience is affected by all of the proposed factors (ease of use, perceived value, quality of support, reliability, perceived risk and ability to innovate). These factors, in turn, actively influence the level of customer loyalty. The study contributes to the current literature by identifying the various cognitive and affective determinants of customer experience, which therefore influences loyalty intention in open banking, and provides valuable insights into how both new and established brands should integrate customer experience into promotional and development strategies.

The effect of customer experience on customer loyalty mediated by customer satisfaction and customer trust

Customer experience refers to the internal, subjective response to an interaction with a product or service. Customer loyalty demonstrates customers' deep commitment to resubscribe or make consistent and repeated use of a service or product in the future. Mobile applications can integrate elements of customer experience, customer satisfaction, and customer trust to foster customer loyalty. The Mobile Application Customer Experience (MACE) highlights factors that influence customer experience, particularly in mobile application usage, including ease of use, convenience, customization, timeliness, and enjoyment. In this study, customer experience and customer loyalty are the independent and dependent variables, respectively, with customer satisfaction and customer trust acting as mediating variables. Employing a quantitative approach with explanatory research methods, the study is located at PLN UP3 Malang, and focuses on PLN UP3 Malang customers who have used the PLN Mobile application, with a total of 130 respondents. The results revealed that the variables of customer experience, customer satisfaction, and customer trust have a positive and significant impact on customer loyalty, both directly and indirectly. The mediating variables, customer satisfaction and customer trust, have a positive and significant influence on customer loyalty, as confirmed by mediation tests conducted.

Improving customer loyalty through customer experience, price attractiveness, and customer relationship management

This study aims to determine the effect customer Experience, Price Attractiveness and Customer Relationship Management have on Customer Loyalty. The data is collected using primary sources, which is done by distributing questionnaire to 300 respondents using purposive sampling technique. The findings show that customer experience is perceived as good, price attractiveness is perceived as attractive and affordable, while customer loyalty is not high. there is a significant influence of Customer Experience on Customer Loyalty (R2 = 0.31). Customer experience is related to customer loyalty, because the experience of a brand involves the subjective experience and behavior of a consumer. Price attractiveness has a greater effect on customer experience and Customer Relationship Management. Customer Relationship Management and price attractiveness have a positive influence on customer loyalty. Customer experience has a positive influence on customer loyalty in 'Kedai Yups' café.

PENGARUH CUSTOMER EXPERIENCE, CUSTOMER EXPECTATION TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY D′ BESTO CHICKEN & BURGER

This study aims to test and analyze how the influence of Customer Experience and Customer Expectation on Customer Satisfaction Customer Loyalty and how the influence of Customer Satisfaction on Customer Loyalty D′ BestO Chicken & Burger in the city of Bukittinggi. The population that will be used as research is consumers who shop at outlets throughout the city of Bukittinggi, totaling 100 people. The sampling technique in this research was carried out by means of a purposive sampling method. In this study the design used was based on data collection methods, namely survey research. The types of data in this study are qualitative and quantitative data. The collected data will be analyzed descriptively and processed using PLS version 4.0. The results of the analysis show that Customer Experience has a significant effect on Customer Satisfaction and Customer Loyalty, Customer Expectation has a significant effect on Customer Satisfaction and Customer Loyalty and Customer Satisfaction has a significant effect on Customer Loyalty.

How Does Conventional Travel Agent Services Enhance Brand Loyalty? The Relationship Between Customer Experience, Brand Credibility, and Brand Trust

Objective: This study examines the relationship between customer experience and brand loyalty mediated by brand credibility and brand trust. Design/Methods/Approach: Primary data was collected using a questionnaire with a purposive sampling technique. A total of 363 respondents who had used one of the conventional travel agent services in Bali participated in this study. The Partial Least Square Structural Equation Model (PLS-SEM) was used to analyze the data through outer and inner models using SmartPLS 4. Findings: This study discovered that customer experience positively has a direct and indirect impact on brand loyalty with the mediating effect of brand credibility and brand trust. Originality: The existing literature supports the direct influence of customer experience on brand loyalty in various industries. However, no other study has investigated the mediating role of brand credibility and brand trust on the relationship between customer experience and brand loyalty. This comprehensive study filled the gap between customer experience and brand loyalty in travel agent services. Practical/Policy implication: This study offered managerial implication. By considering customer experience a competitive advantage, managers can actively evolve several experiential marketing strategies to cultivate brand credibility and trust to impact brand loyalty.