Customer Experience Factor Analysis Towards Customer Satisfaction Online Shopping

Abstract

Internet based business leads to high intencity of e-commerce usage. One of the strategics that focused on customer service also known by providing WOW Experience can determine satisfaction with service quality. This research was conducted to customers who have made transactions in e-commerce to see how much influence factors of the customer experience towards e-customer satisfaction. The research method was conducted with an explanatory quantitative approach. The results show that the eight dimensions of customer experience that used in this study simultaneously affected 68.7%. The partial test shows that the Personalize dimension is the most dominant. So, the company is expected to be able to give the impression of customers can be recognized by the presence of e-commerce used.

Determination of Internet Banking Customer Satisfaction - Study at SOE Bank in Indonesia

“…This study points to that empathy as the highest positive customer satisfaction, and trust shows the most positive correlation with customer satisfaction. The same thing was stated by (Soegoto, 2013); (Syahnur et al, 2020) that trust partially has a significant effect on customer satisfaction. Meanwhile (Farizi & Syaefullah, 2013) states that trust affects the interest in using internet banking.…”

Peran Kualitas Layanan dalam Meningkatkan Kepuasan dan Loyalitas Nasabah

“…Tanpa adanya kepuasan pelanggan, perusahaan akan sulit bertahan dalam menghadapi persaingan yang kompetitif. (Anderson & Srinivasan, 2003); (Syahnur et al, 2020) bahwa terdapat hubungan antara kepuasan dan loyalitas konsumen dimana dijelaskan bahwa loyalitas konsumen merupakan efek langsung dari kepuasan yang berkaitan dengan pengalaman yang dialami ketika melakukan transaksi di suatu perusahaan, baik perusahaan fisik maupun perusahaan. Perusahaan elektronik (e-commerce).…”

Service Quality Towards Banking Customer Satisfaction And Loyalty PT. Bank Mandiri

“…Bank Mandiri's service quality on customer loyalty can be mediated by the customer's satisfaction with the institution's savings products. If a bank does not comprehend customer satisfaction, it will provide poor service (Syahnur et al, 2020). Organizations need a capacity to get many customers in order to survive or exist.…”

“…Customer loyalty is positively and significantly affected by satisfaction, and satisfaction mediates the effect of service quality on customer loyalty. There is a correlation between customer satisfaction and loyalty (Leninkumar, 2017); (Syahnur et al, 2020). It is explained that consumer loyalty directly affects the level of satisfaction associated with the transactional experience at physical and digital businesses (e-commerce).…”