Model of Customer Experience and Purchase Intention in Online Environment

Maitlo, Muhammad Zahid; Jugwani, Neelam; Gilal, Rehman Gul

doi:10.30537/sijmb.v4i1.101

Cited by 5 publications

(8 citation statements)

References 49 publications

(60 reference statements)

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“…value in Table 7), which is greater than the t-value of 2.33 at p-value < 0.001, indicating customer experience accurately predicts the repurchase intention of the customers at minimarkets in Jakarta by an estimate of 0.44 (path coefficient in Figure 2). These results are aligned with Nasermoadeli et al (2013), Maitlo et al (2017), andHussain andAli (2019), who have proven that customer experience influences consumers' repurchase intention. Therefore, the minimarkets in Jakarta must provide a good customer experience to their clients by opening more cashier lines or introducing self-checkout counters.…”

Section: Resultssupporting

confidence: 83%

“…The results from a study conducted by Nasermoadeli et al (2013) showed that overall customer experience positively impacts repurchase intention. Another similar study by Maitlo et al (2017) also inferred that the online customer experience was directly proportional and positively affected repurchase intention in an online environment. Supporting previous studies, Hussain and Ali (2019) conducted the same research, and the results showed a positive and significant effect of customer experience on consumer repurchase intention.…”

Section: Conceptual Framework Consumer Experience On Repurchase Inten...mentioning

confidence: 67%

“…This research will test the customer experience and sales promotion by the customers of three leading players of minimarkets (Indomaret, Alfamart, and Circle K) in Jakarta (Indonesia) towards repurchase intention by the customers. The study of the previous literature conducted by Maitlo et al (2017), Nasermoadeli et al (2013), and Hussain and Ali (2019) studies the model of customer experience with purchase intention for different types of businesses. Fachrudy and Zaini (2017), Kamran (2021), andRatnasari (2019) studied the relationship between sales promotion and repurchase intention.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Customer Experience and Sales Promotion towards Repurchase Intention: An insight into Jakarta’s highly Competitive Minimarkets

Yulida

Rana

Mandagie

et al. 2023

IDEB

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The retail business sector is highly competitive in Indonesia, so mini-market businesses must seek ways to offer high-quality services to their customers to enhance their experience by providing sales promotions. This study measured the effect of customer experience and sales promotion on the repurchase intention of their customers in the Minimarket retail business in Jakarta – Indonesia. The data was gathered by surveying 150 customers of minimarkets in Jakarta using purposive sampling; the questionnaire was shared through Google forms. Analysis of the data was implemented through SPSS (v.25) and AMOS (v.26). AMOS is used to apply Structured Equation Modeling (SEM). Estimation with SEM is used as a robustness test to see the consistency of results with multiple linear regression. Such a technique provides a research gap and contribution to the literature. The results indicate that customer experience was influenced by 44% of repurchase intention, whereas sales promotion was influenced by 52% of repurchase intention. Therefore, the study accurately assesses that consumer experience and sales promotion collectively impact customers’ repurchase intention by 47% at Jakarta (Indonesia) minimarkets. Retail companies are advised to continue to offer a good service for their customers to enhance their experience while shopping, accompanied by providing the best sales promotions so that customers’ intention to repurchase at that specific minimarket would increase.

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Section: Resultssupporting

confidence: 83%

Section: Conceptual Framework Consumer Experience On Repurchase Inten...mentioning

confidence: 67%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Customer Experience and Sales Promotion towards Repurchase Intention: An insight into Jakarta’s highly Competitive Minimarkets

Yulida

Rana

Mandagie

et al. 2023

IDEB

View full text Add to dashboard Cite

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“…To see the complete license contents, please visit http://creativecommons.org/licenses/by-nc/4.0/ Age difference moderates the effect of digital health service adoption, where perceived ease of use, perceived vulnerability, and perceived severity have a more significant effect towards customers with older age (Zhao et al, 2018). In the tourism context, customer engagement and customer experience have a more significant effect on customers of younger age and no significant effect on older customers (Rather & Hollebeek, 2021), where customer experience has a significant positive effect towards customer's purchase intention in the online environment (Maitlo et al, 2017). In the retail industry, age also moderates perceived physical risk towards purchase intention (Sheau-Fen et al, 2012).…”

Section: Hypothesis Development Figure 2 Research Modelmentioning

confidence: 99%

Factors Influencing Segari E-Grocery’s Purchase Intention Moderated by Gender and Age

Verianto¹

2023

JBMR

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Mobility restriction during the Covid-19 pandemic is one of many living aspects that changed people’s behaviour. The emergence of e-groceries helps many people get their groceries with the restrictions given. Segari is one of the e-grocery that emerged during the pandemic. In order to increase its sales and revenue and to be able to keep its growth even post-pandemic, Segari needs to understand its consumer’s behaviour better, so this research was conducted. We used the modified version of UTAUT (Unified Theory of Acceptance and Use) as the research model. We examined the effect of brand association, perceived ease of use, perceived usefulness, perceived security, and perceived price towards Segari’s purchase intention. We also examine the moderating effect of gender and age in this research. Quantitative research was done using SEM-PLS and PLS-MGA for the moderating effect. Findings show that brand association, perceived usefulness, and perceived security significantly affect Segari’s purchase intention, while perceived ease of use and perceived price do not significantly affect Segari’s purchase intention. Gender differs in the effect of brand association and perceived security and does not differ in the effect of perceived ease of use, perceived price, and perceived usefulness. Age differs in the effect of perceived security on Segari’s purchase intention and not in the effect of brand association, perceived ease of use, perceived usefulness, and perceived price on Segari’s purchase intention.

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“…Psychologically, customer point of judgment during the service consumption is the experience which reflects how best services are shaped and delivered (Zhang, Gursoy and Lin, 2020;Scaletti et al, 2020;Hsieh and Chang, 2016). On the other side, maximizing profitability and customer satisfaction through providing the best customer experiences is the challenging and ultimate objective of every organization (Maitlo, Jugwani, Gilal, 2017). Such high significance of service experience has discovered various opportunities for researchers to evaluate its antecedents and consequences on theoretical grounds.…”

Section: Service Experiencementioning

confidence: 99%

Experiential Marketing at the Bottom of the Pyramid

Maitlo¹,

Gilal²,

Mirani³

2020

SIJMB

Self Cite

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Marketing has drastically changed in the last two decades. It has been transformed from traditional to experiential science where organizations are constrained to adopt the strategical and experiential models to survive, grow, and lead in today’s cutting edge completion. In such a case, service experience has become a central point of exploration of how it could positively influence customer behavioral outcomes. In this study, the relationship between service experience and university passion surrounded by basic psychological need theory is explored in the context of education. A non-probability e-convenience sampling technique was adopted and a total of 432 respondents contributed to this research by submitting their responses. The data were analyzed using the latest version of SmartPLS. The structural equation modeling was used to explore the hypothetical relationship between all latent variables i.e. service experience, esthetics, escapist, entertainment, education, basic psychological need, and university passion. The results of this study have revealed that consumers with extraordinary service experience are likely to be passionate keeping in view their basic psychological needs. Thus, university passion is directly linked with the service experience offered by the university.

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Model of Customer Experience and Purchase Intention in Online Environment

Cited by 5 publications

References 49 publications

Customer Experience and Sales Promotion towards Repurchase Intention: An insight into Jakarta’s highly Competitive Minimarkets

Customer Experience and Sales Promotion towards Repurchase Intention: An insight into Jakarta’s highly Competitive Minimarkets

Factors Influencing Segari E-Grocery’s Purchase Intention Moderated by Gender and Age

Experiential Marketing at the Bottom of the Pyramid

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