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Gotowe bibliografie tematyczne / Customer Experience Quality / Artykuły w czasopismach

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Artykuły w czasopismach na temat „Customer Experience Quality”

Autor: Grafiati

Data publikacji: 3 czerwca 2025

Data aktualizacji: 31 lipca 2025

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1

Gao, Wei, and Hua Fan. "Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 6 (2021): 1997–2013. http://dx.doi.org/10.3390/jtaer16060112.

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Drawing on expectation disconfirmation theory, this study explores the dyadic nature of omni-channel consistency on customer experience. Specifically, we propose a conceptual model that focuses on a brand’s offline channel customer experience relative to that of its online channel, and test the influences of customer experience (in)consistency on customer satisfaction, which then improves repurchase intention and word-of-mouth. The results of polynomial regressions on 265 survey respondents indicate that given omni-channel customer experience inconsistency, customers prefer consistent online a

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Budhi Danurdara, Ananta, and Anwari Masatif. "Assessing the customer experience quality and customer loyalty: The mediating role of customer satisfaction." Innovative Marketing 21, no. 2 (2025): 248–59. https://doi.org/10.21511/im.21(2).2025.20.

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Customer loyalty must be maintained and improved by the firm, including the hospitality sector. Customers determine the sustainability and the firm success. The research aims to examine the mediating role of customer satisfaction in the relationship between customer experience quality and customer loyalty in the Indonesian hospitality industry. Customer satisfaction is the variable that will be assessed as an intervening variable. The research method uses a quantitative approach. Respondents in this study were customers who had ever stayed at hotels, both 1, 2, 3, 4, 5 star hotels and non-star

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Samsa, Caglar. "The Mediating Role of Firm Prestige in the Relationship between Perceived Quality and Behaviour Intention in Customer Cafeteria Experiences." Marketing and Management of Innovations 14, no. 2 (2023): 87–100. http://dx.doi.org/10.21272/mmi.2023.2-09.

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Customer experience is viewed from different perspectives as an economic, marketing, management, and competitive strategy. Regardless of the perspective, customer experience is a business strategy and a critical concept that plays a key role in firm success in the 21st century. In recent years, there has been an increasing focus on customer experience as a way for companies to differentiate themselves and build strong relationships with their customers. This approach is based on the idea that companies can build emotional bonds with their customers by providing memorable and positive experienc

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Klaus, Philipp ‘Phil’, and Stan Maklan. "Towards a Better Measure of Customer Experience." International Journal of Market Research 55, no. 2 (2013): 227–46. http://dx.doi.org/10.2501/ijmr-2013-021.

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Defining and improving customer experience is a growing priority for market research because experience is replacing quality as the competitive battleground for marketing. Service quality is an outgrowth of the total quality management (TQM) movement of the 1980s and suffers from that movement's focus on the provider rather than the value derived by customers. Researchers today state that customer experience is generated through a longer process of company–customer interaction across multiple channels, generated through both functional and emotional clues. Our research with practitioners indic

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Кілісва, Ненсі Гатоні, and Шаме Мугова. "Customer Experience and Customer Loyalty in Retail Multichannel Banking: A Mediation Analysis." European Journal of Management Issues 33, no. 1 (2025): 14–22. https://doi.org/10.15421/192502.

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Purpose: This paper examines whether customer experience has an influence on customer loyalty in a multichannel banking environment. Design/Method/Approach: The study used a sample of 466 bank customers in Durban, South Africa. Data from the survey of the bank customers was analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM), and a theoretical model was created and empirically tested. Findings: The study findings indicate that the relationship between customer experience and customer loyalty is mediated by service quality and customer satisfaction. The theoretical mode

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Eskiler, Ersin, and Furkan Safak. "Effect of Customer Experience Quality on Loyalty in Fitness Services." Physical Culture and Sport. Studies and Research 94, no. 1 (2022): 21–34. http://dx.doi.org/10.2478/pcssr-2022-0003.

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Abstract Customer experience quality is an important and relatively new concept for service businesses in gaining a sustainable competitive advantage. Although the literature on customer experience quality is expanding, there is a gap concerning the antecedent and consequences of customer experience in fitness services. In this context, we tested a model that explains the precursors and implications of customer experience quality in the context of fitness services. This study was based on a non-experimental, depictive, and descriptive design. Within the scope of this study, 287 participants (2

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Gao, Lily (Xuehui), Iguácel Melero-Polo, and F. Javier Sese. "Customer Equity Drivers, Customer Experience Quality, and Customer Profitability in Banking Services: The Moderating Role of Social Influence." Journal of Service Research 23, no. 2 (2019): 174–93. http://dx.doi.org/10.1177/1094670519856119.

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Financial service organizations are increasingly interested in ways to improve the service experience quality for customers, while customers progressively perceive the commoditization of banking services. This is no easy task, as factors outside the control of the service firm can influence customers’ perceptions of their experience. This study builds on the customer equity framework to understand the linkages between what the firm does (customer equity drivers: value equity, brand equity, and relationship equity), the social environment (social influence), the customer experience quality, and

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Chen, Ja-Shen, Hung-Tai Tsou, Cindy Yunhsin Chou, and Ciou-Hua Ciou. "Effect of multichannel service delivery quality on customers’ continued engagement intention." Asia Pacific Journal of Marketing and Logistics 32, no. 2 (2019): 473–94. http://dx.doi.org/10.1108/apjml-12-2018-0508.

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Purpose Drawing on the extant multichannel service quality literature and customer needs regarding the experiential value of online and offline shopping, the purpose of this paper is to examine the relationships among multichannel service delivery quality (MSDQ), customer experiences, continued engagement intentions and customer involvement. Design/methodology/approach A research model with five hypotheses was proposed. Data were collected from 911 Taiwanese consumers who had a minimum of two years of multichannel shopping experience. The consumers were asked to complete a survey about their e

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Suja, Suresh, and Krishnaveni Muthiah Dr. "Relationship of Customer Experience with Product-related and Market-related factors in Food Retailing Outlets." RESEARCH REVIEW International Journal of Multidisciplinary 03, no. 09 (2018): 70–74. https://doi.org/10.5281/zenodo.1409147.

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Customer experience is significant for every retailer as the strength of their business is dependent on the experiences provided for the customers. Experiences are unique as it varies from customer to customer, so the retailers are supposed to understand the nature of the experiences met by their customers. The article is focusing on the relationship of customer experience with product-related and market-related factors at food retailing outlets. The results have highlighted quality, price and assortment as important product-related factors and atmosphere, convenience and fast check-out as imp

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Nguyen, Minh Tuan. "Service Quality, Customer Experience and Commitment Affecting Customer Satisfaction in Vietnamese Hotel Industry." International Journal of Multidisciplinary Research and Analysis 04, no. 01 (2021): 68–75. https://doi.org/10.47191/ijmra/v4-i1-11.

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The purpose of this study was to find out about customer satisfaction at the hotels in Hanoi. The survey method was conducted to collect data on assessing the loyalty of customers in the hotels. The research results showed that the customers paid much attention to service quality, customer experience and commitment. Therefore, enterprises in the hospitality industry need to concentrate on factors affecting customer satisfaction and behaviors to maintain and develop their loyalty.  

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Kusumawati, Andriani, and Karisma Sri Rahayu. "The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty." TQM Journal 32, no. 6 (2020): 1525–40. http://dx.doi.org/10.1108/tqm-05-2019-0150.

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PurposeTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.Design/methodology/approachThis study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as in

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Yuwono, Wisnu, Mutiara Kamilatu Naimah, and Edy Yulianto. "Maintaining Customer Loyalty: Analysis of Factors that Influencing Customer Loyalty to Local Beauty Mask." Jurnal Manajemen Bisnis 11, no. 1 (2024): 188–207. http://dx.doi.org/10.33096/jmb.v11i1.687.

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The aim of this research is to identify the effects of customer experience, customer value, price, product quality, and service quality on customer loyalty through customer satisfaction. A quantitative survey methodology was employed, with 405 participants as survey respondents. In this study, we utilized SPSS version 26 for descriptive analysis and employed Partial Least Squares (PLS) to test causal relationships and assess the overall influence of each variable. Findings indicate that customer experience, customer value, product quality, and service quality positively or significantly influe

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Kim, Hyun Sik, and Beomjoon Choi. "The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings." Journal of Services Marketing 30, no. 4 (2016): 384–97. http://dx.doi.org/10.1108/jsm-06-2014-0194.

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Purpose Creating superior customer experience quality is important to firm success, but the link between customer experience quality and customer-to-customer interaction quality – a critical component of customer experience quality in mass service settings – has seldom been spotlighted. This paper aims to propose and test a theoretical model of the relationship among three types of customer-to-customer interaction quality (friend-interaction, neighboring customer-interaction and audience-interaction) and customer experience quality. They also examine these variables’ effects on customer citize

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Simwanza, Martha Mumbi, and Olawumi Dele Awolusi. "Customer Experience Monitoring: A Study of Zambian Banks." Journal of Education and Vocational Research 10, no. 2(V) (2020): 1–17. http://dx.doi.org/10.22610/jevr.v10i2(v).2890.

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The fast growing level of competitiveness and fundamental amendments in the world of business especially in the banking sector nowadays are pushing firms and for that matter banks to implement a customer-based strategy, which proves the importance of customer experience monitoring constructs such as customer experience and satisfaction, quality of service, and customer loyalty in explaining a bankâ€™s performance. Consequently, this study seeks to develop and empirically test customer experience monitory and evaluation and also to study the influences of service quality, customer satisfaction,

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Meeprom, Supawat, and Surachai Chancharat. "Building Health and Wellness Service Experience Extension: A Case Study of Bangkok, Thailand." Sustainability 14, no. 18 (2022): 11691. http://dx.doi.org/10.3390/su141811691.

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This study examines the relationship between customer engagement, customer evaluation of service offerings, trust in health and wellness services, quality of life, and experience extension based on usable data obtained from 360 international customers via a self-administration approach to health and wellness service providers in Thailand. A two-step approach was employed to evaluate the relationship between the proposed relationship. AMOS software was used. The results found that customer engagement affected service evaluation of health and wellness providers and customers’ quality of life, bu

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Nadhifa, Shafira, Sunaryo, and Surachman. "The effect of brand experience and service quality on customer loyalty mediated by customer satisfaction." International Journal of Research in Business and Social Science (2147- 4478) 12, no. 7 (2023): 13–23. http://dx.doi.org/10.20525/ijrbs.v12i7.2871.

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This study aims to examine the effect of brand experience and service quality on customer loyalty mediated by customer satisfaction at BCA. This study uses explanatory research with a quantitative approach. The population in this study were all customers who transacted at BCA Branch Gresik. The study employed the purposive sampling technique. The sample in the study was 160 BCA customer respondents. Data was collected through surveys, documentation, and the use of Likert scales to test instruments. The data was analyzed using Structural Equation Model Partial Least Squares (SEM-PLS) modeling.

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Lingga, Nur Syamsu, Bagus Cempena Ida, and Mujanah Siti. "The Influence of Social Media Branding, E-WOM and Service Quality on Customer Loyalty through Customer Experience of Honda Brand Motorcycles Type of Automatic Scooter in Sidoarjo Regency, East Java." INTERNATIONAL JOURNAL OF SOCIAL SCIENCE HUMANITY & MANAGEMENT RESEARCH 3, no. 08 (2024): 1032–43. https://doi.org/10.5281/zenodo.13254170.

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Social media is not only a communication platform but also a space where consumers actively share their experiences regarding brands and products. This significantly influences consumer perceptions and purchase decisions. This study aims to analyze the influence of social media branding, E-WOM (electronic word-of-mouth), and service quality on customer loyalty through customer experiences with Honda automatic scooters in Sidoarjo, East Java. The population for this research consisted of an unknown number of Honda motorcycle customers in Sidoarjo, with a sample size determined to be 100 respond

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Kurniawan, Ryan, Mariana Rachmawati, and Uce Karna Suganda. "THE ROLE OF E-SERVICE QUALITY, CUSTOMER SATISFACTION, AND EXPERIENCE IN REPURCHASE INTENTION ON TRAVELOKA USERS IN BANDUNG." Multifinance 2, no. 3 (2025): 1–15. https://doi.org/10.61397/mfc.v2i3.346.

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This research is intended to find out how the role of consumer satisfaction mediates the effect of service quality and customer experience on repurchase intention. To identify the relationship between e-service quality and repurchase intention through customer satisfaction as a mediation, the relationship between customer experience and repurchase intention through customer satisfaction as a mediation, the relationship between customer satisfaction and repurchase intention, the relationship between customer experience and customer satisfaction, and the relationship between e-services. service

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Sultan, Abdullah. "Identifying brand touchpoints to increase switching costs in the banking industry." International Journal of Bank Marketing 38, no. 3 (2019): 718–36. http://dx.doi.org/10.1108/ijbm-07-2019-0255.

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Purpose The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry. Design/methodology/approach Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions with bank customers and staff and refined by exploratory factor analysis using an independent sample of bank customers to form the staged customer experience construct. The proposed research model is then validated by confirmatory factor analysis with an independent sample using structural equation modeling. Findings Cust

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Prakoso, Fajar Adi, Najmudin Najmudin, Weni Novandari, Nandang Bekti Karnowati, and Devy Widya Apriandi. "The Effect Of Online Customer Experience, Product Quality, and Service Quality On SMEs Customer Loyalty." Journal of Business and Management Review 4, no. 5 (2023): 363–73. http://dx.doi.org/10.47153/jbmr45.6952023.

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This study aimed to ascertain the impact of online customer experience, product quality, and service quality on customer loyalty in SMEs. This study was conducted In Tangerang Selatan, Indonesia. A purposive sample technique was employed to acquire data. There were 150 responders in this survey. The SmartPLS 3.3 software tool performed partial least squares (PLS)-based structural equation modeling (SEM). According to the study, online customer experience and product quality substantially impact consumer loyalty. In contrast, service quality has no impact on consumer loyalty. The most important

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Suriansha, Reza, Ngadino Surip Diposumarto, and Hari Muharam. "The Effect of Service Quality on Customer Retention and Customer Experience as Mediating Variable." West Science Business and Management 2, no. 02 (2024): 519–24. http://dx.doi.org/10.58812/wsbm.v2i02.948.

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The customer's role is crucial in business, including modern retail. Therefore, this research aims to discover ways to enhance customer retention in modern retail by exploring the impact of relationship quality and customer experience at Ramayana department stores. The study focuses on customers from Ramayana department stores in the DKI Jakarta region. Using proportional random sampling, a sample of 400 customers was selected. Path analysis with JASP software was used for data analysis. The research findings are: 1) Service quality has a significant and positive impact on Customer Experience

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Thi Kim Lien HOANG and Vannam LE. "Customer experience for digital banking service quality in Vietnam." International Journal of Science and Research Archive 12, no. 2 (2024): 1371–81. http://dx.doi.org/10.30574/ijsra.2024.12.2.1391.

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In the context of the 4.0 Industrial Revolution, the financial banking sector in Vietnam is undergoing a significant digital transformation. Digital banking has become an inevitable development trend, bringing numerous benefits to both banks and customers. This paper investigates the factors affecting the service quality of digital banking in Vietnam and how these factors impact customer experience. The study is based on a sample of 392 customers using digital banking services in Vietnam. The collected data were analyzed using the PLS-SEM method. The research results indicate that employee-cus

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Fitria, Iqa, Muhammad Adam, and Hafasnuddin. "The Effect of Electronic Service Quality, Customer Shopping Experience, And Trust on Repurchase with Customer Involvement as Mediation on Shopee Customers in Banda Aceh." International Journal of Scientific and Management Research 06, no. 07 (2023): 253–66. http://dx.doi.org/10.37502/ijsmr.2023.6716.

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This research aims to examine the electronic service quality, customer shopping experience, and trust role in repurchase with customer involvement as mediation on Shopee customers in Banda Aceh City. In this study, the population was all the people of Banda Aceh City who have made purchases at the Shopee Marketplace. This study used non-probability sampling - Quota Sampling as a method of sampling the respondents who have made purchases on Shopee ecommerce. The number of samples is 150. Data were collected by distributing questionnaires and were tested using SPPS, AMOS, and Sobel calculator as

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Xie, Lishan, Patrick Poon, and Wenxuan Zhang. "Brand experience and customer citizenship behavior: the role of brand relationship quality." Journal of Consumer Marketing 34, no. 3 (2017): 268–80. http://dx.doi.org/10.1108/jcm-02-2016-1726.

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Purpose This paper aims to examine the mediating role of brand relationship quality in the relationship between brand experience and customer citizenship behavior. Design/methodology/approach Two studies were conducted in China. Data were collected via questionnaire surveys. Structural equation modeling and bootstrapping methods were used for data analyses. Findings Results show that brand relationship quality mediates the effects of the four dimensions of brand experience (i.e. sensory, affective, behavioral and intellectual) on the two aspects of customer citizenship behavior (i.e. toward ot

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Bashir, Md Abdul, Md Alaul Haque, Aidin Salamzadeh, and Md Mizanur Rahman. "Customers’ Satisfaction of E-Banking in Bangladesh: Do Service Quality and Customers’ Experiences Matter?" FinTech 2, no. 3 (2023): 657–67. http://dx.doi.org/10.3390/fintech2030036.

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The banking sectors are optimistic that electronic banking (E-banking) will help them provide better customer service and strengthen customer relationships. Despite this, a relatively low priority has been given to the level of satisfaction that E-banking users in Bangladesh have regarding the quality of the services they receive and their overall experiences. Consequently, this study aims to determine the effect of service quality and customer experiences on the level of satisfaction perceived by E-banking customers in Bangladesh. Using a convenience sampling technique and a self-administered

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Barbara Suha and Kurnia. "Social Media Activity dan Customer Experience dalam Membentuk Relationship Quality." Ganaya : Jurnal Ilmu Sosial dan Humaniora 4, no. 2 (2021): 480–90. http://dx.doi.org/10.37329/ganaya.v4i2.1346.

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Social media activities and positive user experiences are very important for Public Relations (PR) strategy in three aspects, namely as a media for presentation, communication, and improving PR performance, where social media activities that can be in line with users' positive experiences will be able to function to show organizational identity, create communication, direct decision making and improve the organization's mutual relationship strategy with its publics. This study aims to understand the relationship between social media activity and customer experience in establishing relationship

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Batt, Robert J., and Jordan D. Tong. "Mean Service Metrics: Biased Quality Judgment and the Customer–Server Quality Gap." Manufacturing & Service Operations Management 22, no. 5 (2020): 975–95. http://dx.doi.org/10.1287/msom.2019.0783.

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Problem definition: People often make service-quality judgments based on information about the quality of each server even though they care primarily about the quality each customer experiences. When and how do server-level quality metrics differ from customer-experienced ones? Can people properly account for these differences, or do they drive human judgment and decision biases? Academic/practical relevance: Biased judgments about service quality can cause governments to fund programs suboptimally, organizations to promote the wrong employees, and customers to make disappointing purchases. We

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Hughes, B. M., J. S. Chan, and D. O. Koval. "Distribution customer power quality experience." IEEE Transactions on Industry Applications 29, no. 6 (1993): 1204–11. http://dx.doi.org/10.1109/28.259734.

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Sofi syaeffulloh. "Pengaruh Service Quality, Relationship Marketing, Customer Experience terhadap Customer Satisfaction." Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset 1, no. 6 (2023): 199–213. http://dx.doi.org/10.61132/lokawati.v1i6.353.

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In the era of globalization, business competition is getting tighter cause marketing activities and management of a company are encouraged to follow the development in order to maintain the continuity of the company. CV. Network Maha Jaya to do relationship marketing to satisfy and establish good relationships with customers. Good relationship marketing efforts can assist companies in understanding the wants and needs so that the company can satisfy and build loyalty of the customers to always be loyal to the company within the period ahead. This study aims to analyze the influence of relation

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Ustazah, E. N., P. Setijanti, and A. Hayati. "Emphatic architecture: an approach to spatial quality concept in achieving adaptive retail resilience." IOP Conference Series: Earth and Environmental Science 1351, no. 1 (2024): 012012. http://dx.doi.org/10.1088/1755-1315/1351/1/012012.

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Abstract The retail atmosphere is changing fast. A physical-based retail is developed by creating an experience with user empathy. The object of this research is an art fashion retail boutique fashion with art content and experiences that represent the uniqueness of customer segmentation. This type of retail will collapse if there are no repeat visits. Consequently, the retail resilience will be declined. Therefore, it is crucial to conceptualize how the customer experience in a retail setting influences purchasing decision-making. This study focuses on designing for customers with specific ne

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Elia Cahyani, Tazkiyyah Nururrohmah, Cindy Firstiananda Deka, and Mohamad Zein Saleh. "The Role of Service Quality in Building Customer Satisfaction." Journal of Management and Creative Business 2, no. 4 (2024): 192–205. https://doi.org/10.30640/jmcbus.v2i4.3300.

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The role of service quality in the service business is very important to improve customer satisfaction. Service management focuses on providing services that not only meet but also exceed customer expectations, creating a significant competitive advantage. Service quality serves as a bridge between the company and customers, establishing a long-term, mutually beneficial relationship. In the era of globalization and digitalization, customer interactions that take place mostly online demand companies to offer responsive and efficient digital experiences. Consistency in service delivery is a majo

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Kurhayadi, *Kurhayadi, Barkah Rosadi, Muhammad Yusuf, Aep Saepudin, and Tuti Asmala. "The Effect of Company Reputation and Customer Experience on Customer Loyal Behavior Citylink Indonesia." Riwayat: Educational Journal of History and Humanities 5, no. 2 (2022): 416–20. http://dx.doi.org/10.24815/jr.v5i2.28848.

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The goal of this study is to see how the VIP customer research object at Citylink Indonesia Airlines affects customer loyalty. So according research on the impact of customer experience on regular customers, patrons who receive a positive ” are more likely to return for another purchase, more likely to recommend the business to friends, and less inclined to shift to competitors. According to the findings of this study, customer experience management factors play an important role in business competitiveness. Emotional experiences, according to the literature, play an important role in customer

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Iqbal, Irfan Muhammad, and Udisubakti Ciptomulyono. "Analysis of Omnichannel in Fixed-Broadband Internet Services to Improve Customer Experience at PT Telkom Indonesia Tbk." Jurnal Teknobisnis 8, no. 1 (2024): 97–106. http://dx.doi.org/10.12962/j24609463.v8i1.943.

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Many companies use Multichannel to provide their services to customers. However, these channels are not integrated, making customers get different experiences, and the flow of information is not continuous. The Omnichannel comes by synergizing the management of various channels to achieve a seamless, integrated, and consistent customer experience. PT Telkom Indonesia Tbk (Telkom), a telecommunication company that provides internet fixed broadband service, is already integrating its services at various touchpoints with customers. However, it was found that the Net Promoter Score (NPS), which me

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Fitri ayuni, Risca. "TEENS AND THE HANG OUT LIFESTYLE: WHAT DRIVES TEENS SATISFACTION AND ATTITUDINAL LOYALTY?" Journal of Indonesian Economy and Business 34, no. 1 (2019): 35. http://dx.doi.org/10.22146/jieb.28668.

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Introduction: Satisfying teens consumer group is critical to retain a larger market share in the future. Creating teens’ experience and value seems to be fundamental for enhancing both satisfaction and loyalty in cafes industry. Background Problem: This study examines the impact of customers’ experiences and the hedonic quality on teenagers’ satisfaction and attitudinal loyalty. Novelty: This study provides a new and comprehensive model of customer experience by adding hedonic value as a subjective experience to evaluate satisfaction and attitudinal loyalty. Research Method: Questionnaires wer

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Rahardja, Untung, Tanaporn Hongsuchon, Taqwa Hariguna, and Athapol Ruangkanjanases. "Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality." Sustainability 13, no. 20 (2021): 11492. http://dx.doi.org/10.3390/su132011492.

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Business activities using social media are currently growing and its development has intrigued practitioners and academics. The purpose of doing this present research is to build a conceptual model, which connects the concepts of customer perceived value and customer experiences with the concept of customer relationship quality to produce sustainable customer intention in social media commerce. Considering the results of two exogenous constructions, namely customer perceived value and customer experience, it can be concluded that both have an impact on relationship quality and customer sustain

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Sari, Fadma, Felicia Wong, Deasy Widya Hayu, and Elia Ardyan. "BUILDING CUSTOMER EXPERIENCE AND SATISFACTION DURING THE COVID-19 PANDEMIC: IMPROVING PRODUCT QUALITY AND SERVICE QUALITY." Fokus Ekonomi : Jurnal Ilmiah Ekonomi 18, no. 1 (2023): 1–15. http://dx.doi.org/10.34152/fe.18.1.1-15.

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This study analyzes the driving factors for customer experience and satisfaction during the Covid-19 pandemic. This study uses 105 respondents who are customers of Promise Jiwa. The analysis used is PLS-SEM. The results of this study found that service quality and product quality were able to improve customer experience. Other results state that the more customers have a memorable experience, the more they will have an impact on increasing their satisfaction. This study proposes managerial implications, including improving taste quality, using attractive packaging, increasing food and beverage

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B., Kamaladevi, and Vanitha Mani M.R. "e-Shopping Experience in e-Tail Market." International Journal of Information Systems and Social Change 5, no. 2 (2014): 13–24. http://dx.doi.org/10.4018/ijissc.2014040102.

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Survival of fittest and fastest is the mantra of today's business game. In the modern e-Business era, the retailer must focus on the customer's e-Tailing experience to survive in the e-World. To focus an e-Customer's experience towards e-Tailing, the retailers should understand what “e-Tailing” actually means. e-Retailing is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. e-Tailing can be referred as e-web store, e-Shop, e-Store, Internet shop, web-shop, web-store, online store, and virtual store. On th

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Pham, Thu Thuy, and Van Khanh Pham. "Factors affecting customer experience in using digital banking, study in Vietnam." Journal of Economic and Banking Studies 4, no. 1 (2024): 15–26. http://dx.doi.org/10.59276/jebs.2024.06.2666.

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Most of the firms now agree that creating strong customer experience is becoming the most prioritized activity to attract and endure customers (Lemon, 2016). In previous research, the notion of customer experience is commonly mixed with customer satisfaction, customer loyalty, service quality and other related concepts. The study focusses on the root characteristics that distinguish customer experience from other related concepts, which is the customer journey with pre-purchase, purchase, and postpurchase stages. Applied in digital banking services with a survey of 215 retail customers in Viet

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Omar Ali, Siti Rapidah, and Siti Naemah Abd Hakim Amir. "Service Quality and Customer Satisfaction: Experience of Customers’ in Postal Service." Jurnal Intelek 15, no. 2 (2020): 67–75. http://dx.doi.org/10.24191/ji.v15i2.308.

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Providing great quality service is essential for a sustainable competitive advantage in today’s aggressive business environment. Organization’s success could positively influence by customer satisfaction. This study tried to examine the relationship between service quality elements towards customer satisfaction. Modified SERVQUAL model by Parasuraman et al. has been used to measure the four service quality dimensions. Data collection in this research was used quantitative method. Self-administered questionnaire focusses on customers of Pos Malaysia in Kuala Terengganu. Convenience sample of 32

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Ingale, Kavita, Manisha Paliwal, Suchita Jha, Ghazal Masarrat, Suchitra Kodlekere, and Shreya Shedge. "Delighting customers: Evaluating service quality and customer satisfaction of self-checkout users in sports retail." Innovative Marketing 20, no. 3 (2024): 97–109. http://dx.doi.org/10.21511/im.20(3).2024.08.

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Digitalization has transformed dynamics across all fields, and technology has completely changed the customer experience. One prominently utilized technology in offline retail is self-checkout services. The present study intends to investigate the attributes that influence people to use self-checkout services and assess their impact on service quality and customer satisfaction. Drawn from Dabholkar’s attribute-based model, the study employs a positivist approach to test the conceptual framework. After the preliminary survey of 330 respondents, it identified ninety-nine consumers who had used t

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Maribeth Adela and Meylani Tuti. "Increasing Customer Repurchase Intention: The Significance of Product Quality, Viral Marketing, and Customer Experience." APTISI Transactions on Management (ATM) 8, no. 2 (2024): 105–14. http://dx.doi.org/10.33050/atm.v8i2.2263.

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This study aims to ascertain how repurchase intention is impacted by product quality, viral marketing, and customer experience. The study population con- sists of customers who have made repeat purchases. A purposive sampling tech- nique is employed, yielding a sample size of 254 individuals and collecting data on customers with recurring transactions. Utilizing SmartPLS, the data analysis method involves a structural equation model. The findings of the study demon strate that the three independent variables customer experience, viral marketing, and product quality significantly influence the

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Aprillian, Kayla Maharani, and Hariyadi Triwahyu Putra. "The Effect of Product Quality and Online Shopping Experience on Customer Loyalty with Customer Satisfaction as a Mediating Variable (on Rizki Jaya Customers at Shopee in the Greater Bandung Area)." American Journal of Economic and Management Business (AJEMB) 4, no. 5 (2025): 520–29. https://doi.org/10.58631/ajemb.v4i5.216.

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This study aims to analyze the influence of product quality and online shopping experience on customer loyalty with customer satisfaction as a mediating variable in customers of the Rizki Jaya store in Shopee in the Greater Bandung area. The significant decline in sales at the store has led to an alleged decline in customer loyalty due to suboptimal product quality and shopping experience. This study uses a quantitative approach with a descriptive method. A sample of 128 respondents was selected using purposive sampling techniques and data was collected through an online questionnaire. Hypothe

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Arora, Preeti, and Rashi Banerji. "The impact of digital banking service quality on customer loyalty: An interplay between customer experience and customer satisfaction." Asian Economic and Financial Review 14, no. 9 (2024): 712–33. http://dx.doi.org/10.55493/5002.v14i9.5199.

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The purpose of this study is to examine the impact of service quality dimensions on customer experience, satisfaction and loyalty in the context of digital banking in Indian public sector banks. Data collection involved purposeful sampling, resulting in 524 valid survey responses. Psychometric characteristics were examined, and the hypotheses were tested using the Hayes process approach. Statistical analysis was conducted using SPSS 25 and AMOS 22 (structural equation modeling software). The study uses the Cognitive-Motivational-Relational (CMR) theory to examine the dynamics of service qualit

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Marwa, Rosyidah, and Rina Astini. "Influence of Service Quality, Price Perception and Quality of the Customer Experience Customer Loyalty with Customer Satisfaction as a Variable Intervening." Saudi Journal of Business and Management Studies 8, no. 08 (2023): 202–14. http://dx.doi.org/10.36348/sjbms.2023.v08i08.004.

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The impact Covid-19 epidemic made all operations have gone digital in response to the Next Normal. Increasing competition in the information and communication industry demonstrates the progress of digital transformation for the telecommunication requirements of not only individuals, but also businesses as the primary target market form of company. To maintain the longevity of the company's operation, steps must be taken to understand the demands of customer satisfaction. This study aims to analyze Service Quality, Price Perceptions and Customer Experience on Customer Loyalty of Telkom Indonesi

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Baua, Quincy, Inri Cariazo, Ghia Xyra Angelie Furto, Allison Emely Pacheco, and Rolando Ubando. "The Level of Satisfaction of Customers on the Creative Marketing Strategies of Specific Cafés in Solano, Nueva Vizcaya." Psychology and Education: A Multidisciplinary Journal 35, no. 7 (2025): 727–40. https://doi.org/10.70838/pemj.350701.

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The study highlights the importance of creative marketing strategies for cafés in attracting and retaining customers, particularly in competitive markets like Solano, Nueva Vizcaya. Successful cafés use effective marketing to build customer loyalty and improve satisfaction. The study’s research gaps include local context specificity in Solano, Nueva Vizcaya, particularly on customer profiles, customer preferences and behaviors within cafes, and a lack of competitive analysis of the cafe industry in the area. The study aims to assess customer satisfaction regarding creative marketing strategies

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Et. al., Surachman Surjaatmadja,. "The Structural Relationship Information Technology Used and Risk toward Banking Customer Satisfaction during Covid19, Indonesia." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 4 (2021): 1618–30. http://dx.doi.org/10.17762/turcomat.v12i4.1417.

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Investigation on the structural relationship of information technology functional quality, customer value, technology used, risk perception and customer experience of banking customer satisfaction during covid19 pandemic is very important to provide significant benefits to increase the number of customers. This research design uses a quantitative approach through a questionnaire survey conducted on banking customers in Indonesia. Data analysis was performed using statistical software, namely LISREL Version 8.0. The results of the analysis show that functional quality, perceived customer value,

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du, Preez Leon, and Staden Louis Jacobus van. "Customer Service Experience and Satisfaction in the Mobile Telecom Industry." Retail and Marketing Review 20, no. 1 (2024): 50–63. https://doi.org/10.5281/zenodo.12204869.

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South Africa’s mobile telecom industry serves a highly saturated market that is challenged by factors such as fierce competition, high inflation rates, and the detrimental effects of load shedding. Against this backdrop of intensifying challenges, it is concerning to note that customer service experience and satisfaction within the industry are also declining. Consequently, mobile telecom providers should adopt a value-added approach to customer service in an effort to differentiate them from other industry rivals. This research, therefore, focuses on investigating mobile telecom custome

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Laili, Silvia Nur, and Irmayanti Hasan. "Uncovering the Complexity of Customer Loyalty in Islamic Banks: The Relationship between Service Quality, Experience, and Brand Image through Customer Satisfaction." Indonesian Journal of Islamic Economics and Finance 4, no. 2 (2024): 357–76. https://doi.org/10.37680/ijief.v4i2.6486.

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The Islamic banking sector in Indonesia, especially after the merger of Bank Syariah Indonesia (BSI) in 2021, has shown tremendous growth. However, maintaining customer loyalty remains a significant challenge in this competitive landscape, with various factors potentially affecting customer retention in Islamic banking. This study investigates the relationship between service quality, customer experience, and brand image on customer loyalty at BSI KCP Mojokerto Gajah Mada, with customer satisfaction as a mediating variable. This study uses a quantitative approach using a structured questionnai

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Wu, Yanqin, Le Zhang, Tiantian Lv, Rongrong Guo, Liang Xing, and Yanchuan Wang. "An Intelligent Perception Model and Parameters Adjust Method for Quality of Experience." Electronics 11, no. 11 (2022): 1732. http://dx.doi.org/10.3390/electronics11111732.

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With the coming of the 5G network era, Quality of Experience (QoE), which is used to describe experience quality of customers in the Direct Connect (DC) network, is critical to operators and hence has been widely studied. The existing evaluation method for QoE is unable to dynamically adjust QoE parameters so there will be deviations to reflect the real experience of customers when complaint events occur. In this paper, a novel progressive QoE evaluation model for network products is formulated. Subsequently, considering the customer complaints occurrences which represent that the real custome

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Astudillo, Ariane, and Jairus Evan Ecat. "Service Quality of a Private Appliance Center towards Customer Satisfaction." Psychology and Education: A Multidisciplinary Journal 24, no. 5 (2024): 566–76. https://doi.org/10.5281/zenodo.13382029.

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This study investigates the crucial role of customer satisfaction in business success, emphasizing the need for enterprises to prioritize customer needs and desires to achieve long-term growth and repeat business. Utilizing a descriptive-survey research method, the study focuses on understanding the current satisfaction levels of customers with a company's service quality. The research sampled 100 customers from a population of 150 using Slovin’s formula, ultimately analyzing 79 responses from those who had been customers for at least three years. The findings reveal that most respondent

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