Influence Customer Experience Research Articles

Quantifying the influence of customer experience on consumer share-of-category

Customer experience is an all-encompassing construct, and most companies go to considerable lengths to create memorable, extraordinary experiences. Nevertheless, customers experience offerings, companies, and their brands very differently. Using one qualitative and three quantitative studies we explore customers’ experiences from a financial perspective by measuring and quantifying the linkages between these and customers’ share-of-category. When measured by means of customers’ share-of-category, customers demonstrate significantly different purchasing intentions and behavior. In addition, customer retail service experiences that influence the share-of-category differ significantly between customers with a low and a high share-of-category. We expand our knowledge of customer experience by highlighting that different customer groups may perceive a similar retail experience differently, leading to a different purchasing behavior and influencing their respective share-of-category. This study expands existing research by providing empirical evidence of the link between the customer experience and customers’ purchasing behavior.

The Effect of Customer Experience, Customer Satisfaction, and Customer Loyalty on Brand Power and Willingness to Pay a Price Premium

Products have a special value for customers and brand owners, and becoming a favorite is the aim of many brands. Therefore, this research used a causal quantitative design with a deductive approach to determine the influence of customer experience, satisfaction, and loyalty on brand power and willingness to pay a price premium. The data were obtained from primary sources via a questionnaire, while the population and unit of analysis were determined using the non-probability sampling technique with the criteria of Apple product customers aged at least 17 years old in Indonesia. A total of 280 respondents were achieved from August to December 2021 using the purposive sampling technique. The data were analyzed using SPSS 26 software (factor analysis) and Lisrel 10.2 with SEM (Structural Equation Modeling). Subsequently, the results indicated a positive influence of customer experience, satisfaction, and loyalty on brand power and willingness to pay a price premium. The research also suggested that maintaining and improving product quality, alongside continuous innovation, strengthened customer loyalty and brand power as well as increased their willingness to pay a price premium.

Pengaruh Customer Experience Dan Promotion Terhadap Repurchase Intention Pada Restoran All You Can Eat Gyu-Kaku Alam Sutera, Tangerang Selatan

All you can eat restaurant is a concept of restaurant that serves food in the form of buffet in which consumers pays once in order to eat in the said restaurants. Later on, consumers can consume foods offered by the restaurant according to their wishes within a predetermined time limit. One of the popular brand of all you can eat restaurants among Indonesians is the brand Gyu-Kaku. Initially, the brand launched its first branch in Indonesia which is located in AEON Mall, BSD City. Over time, Gyu-Kaku expanded, and to this day, Gyu-Kaku has 36 branches all over Indonesia. The main objective of this research is to study the influence of customer experience and promotions towards the repurchase intention of Gyu- Kaku restaurant, namely the branch located in Alam Sutera. This research begins with a theoretical review of previous research, distributing questionnaires to respondents, and processing the data obtained through distributing questionnaires. This research aims to provide information to the management of Gyu-Kaku Alam Sutera to increase the repurchase intention of existing customers, and to find out if customer experience and promotions can affect the repurchase intention of Gyu- Kaku Alam Sutera customers. This research managed to collect 102 respondents which are the consumers of Gyu-Kaku Alam Sutera. The results of this study indicate that there is a significant and positive influence between customer experience and promotion towards the repurchase intentions among Gyu-Kaku Alam Sutera consumers. However, promotion has a more dominant results than customer experience, so it can be concluded that the promotion done by Gyu-Kaku Alam Sutera has more influence towards repurchase intention.

The Effect of Customer Loyalty in Digital Banking Services: Role Satisfaction Factor, Customer Experience and EWOM

In the midst of changes in digital technology, customer behavior and the development of he business environment, BCA responds by taking strategic steps and policies in maintaining the excellence of digital banking services based on meeting customer needs through the provision of innovations in digital-based products and services. Attention to customer experience, increasing customer satisfaction and electronic word of mouth (EWOM) creates customer loyalty. This study aims to analyze whether 1) the influence of customer experience, efficiency, trust and ease on customer satisfaction. 2) the influence of customer satisfaction on EWOM. 3) the influence of customer experience, customer loyalty and EWOM towards customer loyal. The sampling technique uses a nonprobability sampling technique with a judgement sampling method. A total of 250 BCA customers and millennials were selected as respondents where the questionnaire survey was conducted from December 2021 to May 2022. Data analysis was performed using the SEM-LISREL analysis tool. The results of this study showed that first, customer experience and ease affected customer satisfaction, meanwhile efficiency and trust did not affect customer satisfaction. Second, customer satisfaction affected EWOM. Lastly, Customer experience and EWOM affected customer loyalty, meanwhile customer satisfaction did not affect customer loyalty. Keywords: digital technology, ease, efficiency, SEM, trust

Customer experiences in the era of artificial intelligence (AI) in context to FinTech: a fuzzy AHP approach

PurposeThe financial technology (FinTech) era has brought a revolutionary change in the financial sector’s customer experiences at the national and global levels. The importance of artificial intelligence (AI) in the context of FinTech services for enriching customer experiences has become a new norm in this modern era of technological advancement. So, it becomes crucial to understand the customer’s perspective. The current research ranks the factors and sub-factors influencing customers’ perceptions of AI-based FinTech services.Design/methodology/approachThe sample size for this study was decided to be 970 respondents from four Indian cities: Mumbai, Delhi, Kolkata and Chennai. The Fuzzy-AHP technique was used to identify the primary factors and sub-factors influencing customers’ experiences with AI-enabled finance services. The factors considered in the study were service quality, trust commitment, personalization, perceived convenience, relationship commitment, perceived sacrifice, subjective norms, perceived usefulness, attitude and vulnerability. The current research is both empirical and descriptive.FindingsThe study’s three top factors are service quality, perceived usefulness and perceived convenience, all of which have a significant impact on customers’ experience with AI-enabled FinTech services discussing sub-criteria three primary criteria for customers’ experience for FinTech services include: “Using FinTech would increase my effectiveness in managing a portfolio (A2)”, “My peer groups and friends have an impact on using FinTech services (SN3)” and “Using FinTech would increase my efficacy in administering portfolio (PU2)”.Research limitations/implicationsThe current study is limited to four Indian cities, with 10 factors to understand customers’ preferences in FinTech. Further research can focus on other dimensions like perceived ease of use, familiarity, etc. Future studies can have a broader view of different geographical locations and consider new tech to understand customer perceptions better.Practical implicationsThe study’s findings will significantly assist businesses in determining the primary aspects influencing customers’ experiences with AI-enabled financial services. As a result, they will develop strategies and policies to entice clients to use AI-powered FinTech services.Originality/valueExisting AI research investigated several vital topics in the context of FinTech services. On the other hand, the current study ranked the criteria in understanding customer experiences. The research will substantially assist marketers, business houses, academicians and practitioners in understanding essential facets influencing customer experience and contribute significantly to the literature.

The Influence of Customer Experience, Information Quality, and Service Innovation on Trust that Mediated by Repurchase Intentions on Conventional Taxis in Jakarta

The purpose of this study was to determine the effect of customer experience, information quality, and service innovation on repurchase intention mediated by trust in conventional taxi customers in Jakarta. Trust as mediation aims to strengthen repurchase intention to increase the desire to repurchase conventional taxi services in Jakarta. In this study, a quantitative research method was used, and the hypothesis testing of the population used in this study was conventional taxi users registered at Soekarno Hatta airport in 2021. Sampling used a purposive sampling technique and 347 respondents who were conventional taxi customers. Data analysis used software Amos version 26 with the support of multivariate analysis method structural equation model version 8.80 in hypothesis testing. The findings of this study are the direct effect of service innovation on repurchase intention is not supported. Meanwhile, the hypothesis of service innovation in forming repurchase intention is also not supported because conventional taxis already have a certain market, namely, customers aged between 40 to 55 years and are comfortable with the experience of using these conventional taxis. On the other site, another six-hypothesis direct effect are supported, and 2 indirect effects are also supported. The implications of the results of this study are for conventional taxi companies to maintain and further improve excellent service quality, especially for conventional taxi customers in Jakarta who have experienced a customer experience with convenient, flexible, and fast service.

The Influence of Customer Experience, Information Quality, and Service Innovation on Trust that Mediated by Repurchase Intentions on Conventional Taxis in Jakarta

The Influence of Customer Experience, Information Quality, and Service Innovation on Trust that Mediated by Repurchase Intentions on Conventional Taxis in Jakarta

Customer experience management in capsule hotels: a content analysis of guest online review

PurposeCapsule hotels are a revolutionary Japanese concept of lodging that dates back over four decades. On the other hand, capsule hotels are a relatively new concept for most travelers outside of Japan. Organizations within this target segment are starting to recognize the critical role that an excellent customer experience management (CEM) strategy offers in improving competitiveness and organizational success. Thus, this research provides scholastic insight into the framework of CEM by evaluating the user-generated content at capsule hotels.Design/methodology/approachThis study inspected 1,304 online user-generated content from the top 10 capsule hotels from Booking.com. Leximancer 4.5 was deployed to analyze the data.FindingsThe analyses revealed nine key themes to CEM of capsule hotels which are “staff,” “hotel,” “area,” “location,” “bed,” “capsule,” “check-in,” “noisy” and “luggage”.Practical implicationsThis research encourages hospitality and tourism executives to develop specific strategies for capsule hotels.Originality/valueThis research differs from previous writings in that it attempts to fill a gap in the research by offering insight into the issue in the low-budget hotel industry and by identifying key indicators that influence customer experience.

Hedonic-Utilitarian Focused Mobile Application Engagement: A Moderated Moderation of Brand Image

This study aims to investigate the online customer experience and postpurchase behavior in the mobile application context. This study is experimental with a quantitative approach. Two hypothetical mobile apps were developed; hedonic motive and instrumental motive. Data was collected by surveying 420 online shoppers and, analyzed by employing SEM using Amos. Results suggest that a mobile app that is hedonic motive (Richer media experience) enhances the customer experience and customer engagement behavior respectively. Next, the need for touch provides a boundary condition between the influence of customer experience and customer engagement behavior. Lastly, brand image provided the moderated moderation between customer experience and repurchase intention. These findings have implications for the retailer that they can enhance the customer experience through creating an effective customer experience using hedonic elements of the app. Further, retailers using a strong brand image can mitigate the need for touch in the online shopping context. Keywords: Mobile app, Hedonic motive, Instrumental motive, Engagement behavior

Strategies to Improve Customer Experience: A Case of an Online Shopping Platform in Indonesia

Background: As the e-commerce industry has been growing recently, it is crucial to examine the factors of customer experience towards online shopping platforms. In this study, researchers aim to examine the influence of website design, website security, and customer service towards customer experience that has led to the preference of online shopping platform in Malaysia. Purpose: The first objective of this study is to analyze the current situation of customer experience with the preferred online shopping platform among university students. Secondly, this study aims to examine the influence of website design, website security, and customer service towards customer experience. As for the third objective, this study aims to recommend strategies to improve customer experience with the online shopping platform among university students. Design/Methodology/Approach: A total of 266 respondents have participated in this study. However, 83 respondents have no experience in using the online shopping platform (OSP), hence they did not fulfill the requirement. Therefore, only 183 sets of questionnaires were analyzed for the study. Finding: The result shows that there are three factors: website design, website security and customer service identified to significantly influence customer experience. Research Limitation: To understand customer online shopping experience, this study focuses at three factors: the website design, website security and customer service. Whilst the unit of analysis is only limited to university students as the respondents. Originality/Value: The value of this study is researchers have examined the factors that influenced customer online experience and provide recommendations with nine strategies for online shopping platform to improve their customers’ online experience. The strategies are known as best-cost strategies, innovation strategies (live-streaming), improve website design features, improve website security, improve customer service KPIs, vertical integration strategies, non-equity strategic alliance, offensive strategies, and outsourcing strategies. Keywords: customer online experience, website design, website security, customer service, Malaysia.

Using Online Customer Reviews to Classify, Predict, and Learn About Domestic Robot Failures

There is a knowledge gap regarding which types of failures robots undergo in domestic settings and how these failures influence customer experience. We classified 10,072 customer reviews of small utilitarian domestic robots on Amazon by the robotic failures described in them, grouping failures into twelve types and three categories (Technical, Interaction, and Service). We identified sources and types of failures previously overlooked in the literature, combining them into an updated failure taxonomy. We analyzed their frequencies and relations to customer star ratings. Results indicate that for utilitarian domestic robots, Technical failures were more detrimental to customer experience than Interaction or Service failures. Issues with Task Completion and Robustness & Resilience were commonly reported and had the most significant negative impact. Future failure-prevention and response strategies should address the technical ability of the robot to meet functional goals, operate and maintain structural integrity over time. Usability and interaction design were less detrimental to customer experience, indicating that customers may be more forgiving of failures that impact these aspects for the robots and practical uses examined. Further, we developed a Natural Language Processing model capable of predicting whether a customer review contains content that describes a failure and the type of failure it describes. With this knowledge, designers and researchers of robotic systems can prioritize design and development efforts towards essential issues.

Learning successful implementation of Chatbots in businesses from B2B customer experience perspective

SummaryArtificial intelligence empowered Chatbots are altering the nature of service interfaces which has further resulted in raised expectations from Chatbots to understand customer's social interactions and respond them within the turnaround time. To close this research gap, we conduct an exploratory study in two phases‐industry's perspective and B2B customer's perspective and analyze results with the help of NVIVO 12 plus and Leximancer. The findings reveal perceived risk with respect to Chatbots is high, complex pricing structure along with nonavailability of testing options makes the pre purchase more complex. Moreover, interactive speed, customization especially with respect to language issues, integration with other platforms is some of the major themes which influence customer experience. Advancements in AI, natural language processing and more testing at all phases will bring efficiency, automation first strategies. Further, our findings suggest Chatbots must provide more personalization, scalability and omni channel engagement and focus on delivering more enhanced customer experience. Chatbots must offer a grievance management dashboard where the customer can see live queries, resolved queries, present queries status and so on to get transparency. Chatbots streamline the lead qualification process, greatly improve, and speed up the data collection therefore, enhancing customer experience.

Examining the Mediating Effect of Customer Experience on the Emotions-Behavioral Intentions Relationship: Evidence from the Passenger Transport Sector.

The aim of this research is to examine the influence of customer experience on the customers' emotions-customers' behavioral intentions relationship. Moreover, this study seeks to obtain data that will help to address this research gap in the passenger transportation industry. A large-scale survey on the coastal line shipping industry was conducted. The random sampling methodology was employed, and the target respondents were ferry passengers. The anonymized questionnaires were completed by 840 passengers. The data were analyzed through exploratory and confirmatory factor analyses and regression analysis. The findings verified application of the adopted (customer experience, emotions) and adapted (behavioral intentions) measurement instruments in the examined customer journey in the passenger shipping sector and indicated the mediating role of customer experience in the relationship between customers' emotions and customers' behavioral intentions. A distinguishing feature of this work is that it measures and assesses emotions during the customer journey and not afterward based on recall journeys. Additionally, although academics have carried out extensive research on the emotions-behavioral intentions relationship, very little is known about the role of customer experience in this relationship. Thus, what is not yet clear is the impact of customer experience on the emotions-behavioral intentions relationship. Additionally, the measurement instruments used to test this research hypothesis were empirically tested for the first time in the passenger shipping service environment.

FAKTOR PENGARUH PADA KEPUTUSAN PEMBELIAN TIKET PESAWAT DI APLIKASI TRAVELOKA

The purpose of this study was to determine whether or not the influence of customer experience, consumer confidence, prices and flight ticket purchasing decisions on the Traveloka application for UNIMAR AMNI Semarang Students. The sample in this study amounted to 52 respondents who used airline ticket services in the Traveloka application. By using probability sampling technique, namely by random sampling. Analysis of the data used in this study is descriptive analysis and quantitative analysis, the data were analyzed using multiple linear regression analysis with the help of (software) Statistical Package For Social Science (SPSS) version 26. The results of the study by partially testing the t-test hypothesis showed that Customer experience, consumer trust, and price have a positive and significant effect on purchasing decisions. Based on the research results, it can be seen that the research model of the multiple linear regression equation is Y= 0.095 + 0.484.X1 + 0.195.X2 +0.295.X3 + . From the regression equation, it can be seen that the most dominant variable affecting the increase in the number of passengers is the price variable with a regression coefficient of 0.095. And the R2 test (Adjusted R Square) obtained results of 0.780 or 78.0% which means that purchasing decisions are influenced by customer experience, consumer confidence and price variables which are 63.8% and other factors that influence passenger decisions are 36.2 % or 0.362.

Exploring dimensions of the customer experience at budget hotels during the COVID-19 pandemic: a netnography approach

Purpose In 2020, the world encountered travel restrictions because of pandemic, and the hospitality sector across the globe was one of the most affected industries. The purpose of this study is to further explore real-time experiences of guests who stayed in budget hotels and how pandemic has changed the expectations of its customer segment. Design/methodology/approach The current study uses netnography to examine customer experience of guests who stayed at budget hotels during the COVID-19 pandemic. A thematic analysis was conducted using NVivo 12 plus on 1,391 customer reviews collected from various travel portals. Findings The results suggested personalization and hygiene were the most significant themes that influence customer experience during the COVID-19 pandemic. The authors’ analysis revealed that the use of self-service technologies like contactless services during check-in, checkouts and use of Quick Response codes in restaurants and other services would help reduce the perceived risk of guests and enhance the overall customer experience. Originality/value The branded budget hotel sector has pumped in lot of money envisaging growth just before the COVID crises emerged. Therefore, the fast recovery is of paramount importance for the sector. Additionally, majority of the pandemic-related studies in hospitality sector have focused on luxury hotels and failed to address the real-time experiences of customers with respect to budget hotels of a developing country. The outcome of this study will be relevant for the budget hotels and policymakers because they face the crucial task of reviving and sustaining enterprises and the industry at large.

The Influence of Customer Experience and Electronic Word of Mouth on the Participants’ Loyalty Through Customer Value as an Intervening Variable in BPJamsostek, Medan City Branch

Indonesia's social security system implementation has entered a new stage. Since the implementation of Law No. 40 of 2004 about the National Social Security System and Law No. 24 of 2011 regarding the Social Security Administering Body or “BPJS,” the social security system has also been implemented on a national scale. Social security implementation may rely heavily on customer experience and word of mouth. Participants in BPJamsostek will get personal experience using BPJamsostek services. Satisfaction influences whether or not participants will stay loyal to participants at their productive age and even recommend them to others. Experience determines whether or not participants will remain loyal to them and even recommend them to others. This research intends to examine the impact of customer experience and electronic word-of-mouth on participants' loyalty at the BPJamsostek branch in Medan City, Indonesia, using customer value as an intervening variable. Accidental sampling is used for sampling. The population of this research consisted of claimants for JHT under the age of retirement, with a total of 100 respondents. Using the SmartPLS 3.0 application, PLS-SEM was used for data analysis. The findings indicate that customer experience has a significant and positive impact on customer loyalty. Customer loyalty is positively and significantly affected by electronic word of mouth. Customer value has a significantly positive influence on customer loyalty. Customer experience has a significantly positive impact on customer value. Customer value is positively and significantly affected by electronic word of mouth. Customer value may mediate the link between customer experience and customer loyalty, as well as electronic word of mouth's effect on customer loyalty. Keywords: Customer Experience, Electronic Word of Mouth, Loyalty, Customer Value

Factors influencing customer experience value in shopping malls

Factors influencing customer experience value in shopping malls

Effects of Self-service Technologies’ Attributes on Bank Customers’ Experience, Relationship Quality and Re-use Intention: Insights from a Developing Economy

Services providers’ recent inclusion of technology-enabled mechanisms in services delivery especially in banking sector in developing economies are significantly replacing earlier human-to-human dominated pattern of bank–customer relationships. Notwithstanding glaring penetration of self-service technology applications in bank service delivery, how its attributes influence customer experience, relationship quality and reuse intention has been largely eluding research attention. Therefore, this article investigates influence of self-service technology applications’ attributes on customer experience, relationship quality and reuse intention among customers in deposit money banks. Data was collected from 310 respondents using online-based questionnaire. Structural Equation Modelling approach with the aid of SmartPLS serve as the analytical tool in the examination of hypothesized paths in the research schema. Findings reveal that perceived ease of use and perceived usefulness were positively related with cognitive and affective experience. Also, cognitive and affective experience had positive-significant influence on customer satisfaction; however, cognitive and affective experiences demonstrate statistically insignificant relationships with trust. Furthermore, satisfaction and trust positively and significantly correlate with reuse intention. Implication for theory and practice were put forward as well as suggestions for future research.

Influence of Customer Experience on Change in Customer Outcome with Mediating Effect of Relationship Quality and Trust in Banking Sector

The main purpose of the study is to propose a model for better understanding role of customer experience and its impact on customer outcome in banking sector. In private banks, retail customer’s experience with various banking services, which will highly influence the customer outcomes like brand equity, WOM, Satisfaction. Traditionally various studies tested this hypothesis in an independent manner, in presence of relationship quality and trust. In the present study, along with the direct effect between customer experience and customer outcome, indirect effect is also measured by considering relationship quality and customer trust as mediating constructs. The test results proved that the two mediators had partial mediation effect in the model. For the study, sample respondents have been chosen from twin cities of Hyderabad and Secunderabad. The results of the study indicating that bankers can adopt key strategies to overcome the threat caused by negative face of customer experience.

Technology-enabled personalization: Impact of smart technology choice on consumer shopping behavior

Smart technologies promise to enhance customer experience to new levels in next-generation retail stores. Offline retailers increasingly employ technology-enabled personalization (TEP) strategies to digitally enhance in-store customer experience. To send personalized messages to in-store customers, retailers can choose from two types of smart devices: customer-owned smartphones or retailer-owned immersive screens. Although these smart devices may largely determine customers’ experiences in future retail, research rarely addresses device-related determinants of the effectiveness of personalized messages in stores. Building on assemblage theory, the authors consider the role of these devices in influencing customer experience and eventually consumer shopping behavior. Through two experiments and a mediated moderation analysis, they investigate the interplay of personalized content and device technology in customers’ response to TEP. The results illustrate that consumers react differently to message content depending on the device through which it is conveyed; that is, personalized (standardized) messages are more effective on customer-owned smartphones (retailer-owned screens) because they become integrated into (remain separate from) the customer's extended self. Relational customer experiences, or the extent to which a customer feels positively connected to store assemblages, mediate the effect on shopping behavior. To build TEP strategies, retailers should therefore use smart devices integrated into customers’ extended selves.