The Influence of Shopping Experience and Customer Engagement on Customer Loyalty of Alfagift Users Through Customer Satisfaction at Alfamart, Turen District
1Laeli Chodriyah, 2Sugeng Haryanto, 3Harsono
1,2,3University of Merdeka Malang, Indonesia
https://doi.org/10.47191/jefms/v6-i11-18ABSTRACT:
This research aims to analyze the influence of shopping experience and customer engagement on customer satisfaction, analyze the influence of shopping experience and customer engagement on customer loyalty, analyze the influence of customer satisfaction on customer loyalty and analyze the influence of shopping experience and customer engagement on customer loyalty through customer satisfaction. The sample in this study was 100 respondents. The data analysis technique uses path analysis. The analysis results show that shopping experience and customer engagement influence customer satisfaction. Shopping experience and customer engagement influence customer loyalty. Customer satisfaction influences customer loyalty. Shopping experience and customer engagement influence customer loyalty through customer satisfaction.
KEYWORDS:
Shopping Experience, Customer Engagement, Customer Loyalty, Customer Satisfaction
REFERENCES:
1) Bilgihan, A., Kandampully, J., & Zhang, T. (2016). Towards a unified customer experience in online shopping environments Antecedents and outcomes. March. https://doi.org/10.1108/IJQSS-07-2015-0054
2) Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. https://doi.org/10.1177/1094670511411703
3) Campbell, J. (2022). Guest editorial: Retailing 2020: a balance of technology and customer experience. In International Journal of Retail and Distribution Management (Vol. 50, Issue 3, pp. 301–302). Emerald Group Holdings Ltd. https://doi.org/10.1108/IJRDM-03-2022-562
4) Dabrynin, H., & Zhang, J. (2019). The Investigation of the Online Customer Experience and Perceived Risk on Purchase Intention in China. Journal of Marketing Development and Competitiveness, 13(2), 2019. https://doi.org/10.33423/jmdc.v13i2.2005
5) Danantio, Y. (2018). Pengaruh Harapan usaha, harapan Kinerja, Efikasi Diri dan Kepercayaan Yang Dimediasi Oleh Kepuasan Pelanggan Terhadap Niat pembelian Ulang Melalui Aplikasi Tokopedia Di Surabaya. Journal of Materials Processing Technology, 1(1), 1–8.
6) Ecodemica, J. (2020). Fitur Layanan Dan Kepercayaan Terhadap Tingkat Kepuasan Pelanggan Linkaja Di Indonesia. 4(2), 1–9.
7) Faizal, H., & Nurjanah, S. (2019). Pengaruh Persepsi Kualitas Dan Citra Merek Terhadap Loyalitas Pelanggan Dimediasi Kepercayaan dan Kepuasan Pelanggan. Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(2), 307–316.
8) Gofur, A. (2019). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 37–44.
9) Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan. 3(September), 171–180.
10) Herlita, M., & Nurulrahmatia, N. (2022). Analisis Pengaruh Faktor Fundamental Terhadap Harga Saham Pada Perbankan Yang Terdaftar Di Lq-45 Periode 2015 - 2020. Ilmu Manajemen, 12(1), 133–148.
11) Hur, Y., Ko, Y. J., & Valacich, J. (2011). A Structural model of the relationships between sport website quality, e-satisfaction, and e-loyalty. Journal of Sport Management, 25(5), 458–473. https://doi.org/10.1123/jsm.25.5.458
12) Karuniatama, I. H., Barata, D. D., & Suyoto, Y. T. (2020). Pengaruh Experiential Marketing Terhadap Loyalitas Pelanggan Ritel Di Indonesia. Widyaloka:Journal of Pembangunan Jaya University, 7(1), 28–36. https://doi.org/10.36262/widyakala.v7i1.277
13) Kusuma, N. S. P. (2020). Pengaruh Responsiveness Terhadap Kepuasan Konsumen Pada Warung Pempek Sikok Nak Duo Pekanbaru Ditinjau Menurut Ekonomi Syariah. 32.
14) Listyorini, S., & Susanta Nugraha, H. (2022). Pengaruh Customer Experienceterhadap Loyalitas Pelanggan Melaluikepuasan Pelanggan Sebagai Variabel Intervening(Studi Pada Masyarakat Semarang Pengguna Linkaja). In Jurnal Ilmu Administrasi Bisnis (Vol. 11, Issue 2).
15) Massara, F., Melara, R. D., & Liu, S. S. (2019). Impulse versus opportunistic purchasing during a grocery shopping experience. Springer Science+Busineess Media. https://doi.org/10.1007/s11002-013-9255-0
16) Muhammad Iqbal Rianto. (2022). Pengaruh Customer Experience, Ease Of Use, Dan Trust Terhadap Loyalitas E-Commerce. Manajemen Pemasaran Dan Perilaku Konsumen, 01(2), 156–166.
17) R. Leirós-Rodrígueza, M.E. Arceb, C. Míguez-Álvarezc, J. L. G.-S. (2016). Equine parasite control under prescription-only conditions in Denmark – Awareness, knowledge, perception, and strategies applied. Www.Elsevier.Com/Locate/Vetpar, 1(1), 1–11.
18) Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes. Journal of Retailing, 88(2), 308–322. https://doi.org/10.1016/j.jretai.2012.03.001
19) Santoso Victoria, A. (2021). Analisis Pengaruh Digital Marketingterhadap Repeat Purchasedengan Customer Engagementdan Customer Experiencesebagai Variabel Intervening Padalayanan Pesan-Antar Makanan Go-Food Di Surabaya. Fakultas Ekonomi Dan Bisnis, Unversitas Kristen Petra, 1–12.
20) Saragih, N. I., Hartati, V., & Fauzi, M. (2020). Tren, Tantangan, dan Perspektif dalam Sistem Logistik pada Masa dan Pasca (New Normal) Pandemik Covid-19 di Indonesia. Jurnal Rekayasa Sistem Industri, 9(2), 77–86. https://doi.org/10.26593/jrsi.v9i2.4009.77-86
21) Sofiani, M., & Sagir, J. (2022). Pengaruh Onlineshoping Experience terhadap Loyalitas Konsumen Menggunakan Shopee dengan Customer Trust sebagai Variabel Intervening. Magister Manajemen Universitas Mataram, 11(2), 120–134. https://doi.org/10.29303/jmm.v11i2.711
22) Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase Intention of Online Shopping. International Business Research, 10(12), 113–122. https://doi.org/10.5539/ibr.v10n12p113
23) Sumantri Dadan. (2020). Analisis Online Shopping Experience Dan Online Customer Engagement Membentuk E-Satisfaction Dan E-Loyalty Pada Konsumen Mahasiswa Mobile Application Shoppee Di Bandung. JJournal Pendidikan, Universitas Pendidikan Indonesia, 2(6), 24–29.
24) Tang, T., Huang, L., & Chen, Y. (2022). Evaluation of Chinese Sentiment Analysis APIs Based on Online Reviews Evaluation of Chinese Sentiment Analysis APIs Based on Online Reviews. Shopping Expereince Reviews, December 2020. https://doi.org/10.1109/IEEM45057.2020.9309968
25) Thakur, R. (2018). Customer engagement and online reviews. Journal of Retailing and Consumer Services, 41(November 2017), 48–59. https://doi.org/10.1016/j.jretconser.2017.11.002
26) Wijayanto, G., & Komita, S. E. (2021). Pengaruh E-Satisfaction dan E-Trust terhadap Repurchase Intention Melalui E-word of Mouth (E-Wom) sebagai Variabel Intervening E-Commerce Buka Lapak pada Generasi Millenial. 32(1), 18–29.
27) Wiyata, M. T., Putri, E. P., & Gunawan, C. (2020). Pengaruh Customer Experience, Ease of Use, dan Customer Trust Terhadap Repurchase Intention Konsumen Situs Jual Beli Online Shopee di Kalangan Mahasiswa Kota Sukabumi. Cakrawala, 3(1), 11–21.
