scholarly journals Pengaruh Customer Experience Terhadap Repurchase Intention Pada Coffe Shop V-COFFEE di Kota Padang

2021 ◽  
Vol 2 (2) ◽  
pp. 143-149
Author(s):  
Nazlla Puteri Afifah ◽  
Youmil Abrian
Keyword(s):  
Customer Experience ◽  
Repurchase Intention

  Penelitian ini bergantung pada masalah berhubungan dengan customer experience dan repurchase intention konsumen di V-Coffee Kota Padang, dimana masih terdapat review tentang keluhan konsumen yang disampaikan melalui website yang berhubungan dengan customer experience  dan repurchase intention di V-Coffee Kota Padang. Investigasi ini bermaksud untuk memutuskan dampak pengalaman konsumen pada tujuan pembelian kembali pembeli di V-Coffee Padang. Penelitian ini menggunakan hubungan sebab akibat untuk eksplorasi kuantitatif. Konsumen yang berkunjung di V-Coffee Kota Padang adalah sampel dari penelitian ini yang berjumlah 95 orang. Stratrgi pengumpulan informasi penelitian ini menggunakan angket atau kuesioner dengan menggunakan skala likert yang sudah di uji validitas, reabilitas, persyaratan analisis, analisis regresi linear sederhana dan koefiesien determinasi dengan menggunakan SPSS versi 20.00. hasil penelitian ini dapat dikatakan bahwa dengan memberikan 13 pernyataan kepada 95 konsumen variabel customer experience yang berkujung di V-Coffee Kota Padang berada pada kategori sangat baik 86%. Pada variabel repurchase intention konsumen  berda paa kategori sangat baik 92%, besar t hitung 7,817 taraf sig 0,00 < 0,05, R Square 0,397 artinya variabel customer experience intention mempengaruhi repurchase intention 39,7% dan  60,3% ditentukan oleh faktor lain.  

scholarly journals PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com)

2018 ◽  
Vol 7 (10) ◽  
pp. 5343
Author(s):  
Ni Luh Dian Yolandari ◽  
Ni Made Wulandari Kusumadewi
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Online Shopping ◽  
Customer Experience ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Analysis Techniques ◽  
Buy Back ◽  
Scale Data

The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com. The study was conducted in Denpasar City, using sample size of 112 people. Data were obtained by distributing questionnaires measured by Likert Scale. Data analysis techniques used in the form of classical assumption test, path analysis and equipped with test sobel. The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction. Customer experience and trust have a positive and significant impact on repurchase intentions. Customer satisfaction is able to positively mediate and significantly impact the customer's experience on repurchase intentions. Customer satisfaction is able to positively and positively mediate the effect of trust on repurchase intentions. Berrybenka.com is expected to maintain and even increase customer satisfaction so that it will impact on the intention to buy back. With the intention of buy back can affect the quality of online shopping site Berrybenka.com. Keywords : customers experience, trust, customer satisfaction, and repurchase intention

Fresh food online shopping repurchase intention: the role of post-purchase customer experience and corporate image

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kara Xiaohui Ma ◽  
Damien William Mather ◽  
Dana L. Ott ◽  
Eddy Fang ◽  
Phil Bremer ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Customer Experience ◽  
Corporate Image ◽  
Repurchase Intention ◽  
Content Type ◽  
Fresh Food ◽  
Post Purchase

PurposeThe purpose of this study is to investigate consumers' post–purchase experience when buying fresh food online. It examines the key dimensions of post–purchase online customer experience (post–purchase OCE) that impact customer satisfaction and repurchase intention. It also explores the role of corporate image as a moderator.Design/methodology/approachAn online survey was conducted in China to capture participants' post–purchase OCE, satisfaction, repurchase intention and perceived corporate image. Partial least squares structural equation modelling (PLS-SEM) was utilized to analyse data collected from 317 Chinese fresh food online shoppers. Moderated mediation analysis was conducted to analyse the moderating effect of corporate image.FindingsFour post–purchase OCE dimensions “product-in-hand”, “customer support”, “benefits” and “packaging” significantly drive customers' repurchase intention by enhancing customer satisfaction. “Delivery” is not influential. Additionally, for firms with a good corporate image, customer repurchase intention is more easily affected by post–purchase OCE than firms with a lower level of corporate image.Practical implicationsThe findings inform fresh food e-commerce firms of the critical post–purchase OCE dimensions that mostly drive customer satisfaction and help retain customers. Furthermore, it implies that firms with a good corporate image must provide high-quality post–purchase OCE that matches the image because the consequences associated with a poor post–purchase OCE can be severe.Originality/valueThis research is among the first to investigate fresh food post–purchase OCE. It also introduces the previously underexplored moderating role of corporate image.

scholarly journals Pengaruh Unsur-Unsur Customer Experience terhadap Minat Pembelian Kembali (Studi Kasus pada Konsumen Anomali Coffee Ubud)

2019 ◽  
pp. 39
Author(s):  
NI KADEK AYU LILIS UPAYANI ◽  
KETUT BUDI SUSRUSA ◽  
I GUSTI AYU AGUNG LIES ANGGRENI
Keyword(s):  
Linear Regression ◽  
Interior Design ◽  
Significant Influence ◽  
Customer Experience ◽  
The Other ◽  
Repurchase Intention ◽  
Coffee Shop ◽  
Different Types ◽  
Coffee Shops

The Influence of Customer Experience on Customer Repurchase Intention (A Case Study on Anomali Coffee Ubud Customers) Coffee shop is one of the culinary business which is growing significantly enough. The Anomaly Coffee is a coffee shop which is located at Jalan Raya Ubud No. 88, Ubud, Bali it prepares different types of coffee and foods as the other coffee shops do. Anomali Coffee it also prepares several supporting facilities which can contribute to the customer experience.Its interior design is unique and provides free wifi. Apart from that, the consumers are provided with the opportunity to brew own coffee. This current study was intended to identify and analyze the influence of the elements of customer experience to repurchase intention.The samples in the current study were taken using the accidental sampling technique.The respondents totaled 60. The data were analyzed using the multiple linear regression method.From the result of the study, it could be concluded that the customer experience could be categorized as good. Based on the result of the partial test, the variables of sense and the relate variable have a significant influence on repurchase intention. Simultaneously, the elements of customer experience which consist of the sense, feel, think, act and relate have a significant influence on repurchase intention at Anomali Coffee customer. The R-square score obtained was 78.8%; the rest was obtained from the other factors which were not investigated in the current study.

scholarly journals Online innovation and repurchase intentions in hotels: the mediating effect of customer experience

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
George Kofi Amoako ◽  
Joshua Kofi Doe ◽  
Emmanuel Kotey Neequaye
Keyword(s):  
Structural Equation Modelling ◽  
Structural Equation ◽  
Hotel Industry ◽  
Customer Experience ◽  
Point Of View ◽  
Repurchase Intention ◽  
Content Type ◽  
Repurchase Intentions ◽  
Equation Modelling ◽  
The Relationship

PurposeThis study investigates how customer experience mediates the relationship between online innovation and repurchase intention in the hotel industry in Ghana.Design/methodology/approachData was collected from 167 clients from a two-star hotel in Accra, the capital city of Ghana. Structural equation modelling was used to analyse the relationship between the variables.FindingsResults from the analysis indicate that online innovation positively leads to higher repurchase intentions and better customer experience, affirming that customer experience leads to repurchase intentions. Thus, while online innovation leads to repurchase intentions, the strength of this repurchase intention depends on customer experience. Therefore, customer experience mediates the relationship between online innovation and repurchase intention in the hotel industry.Research limitations/implicationsThis study addressed only the customer's point of view; future studies could investigate the subject from the managers and other stakeholders' point of view to get a holistic view. Also, the sample size could be improved, and the study could be conducted in other African countries for comparison purposes.Practical implicationsThe study shows that online innovation does not automatically lead to increased positive repurchase intention. Hotel managers must, therefore, enforce good customer experience for better profitability.Originality/valueAs far as the researchers know, limited studies have been conducted into how customer experience mediates online innovation and repurchase intention in the hotel industry in Ghana using structural equation modelling. This makes this research unique in Ghana. This study makes an original contribution by measuring the real effect of innovation on repurchase intentions in the hotel industry in Ghana.

scholarly journals The Effect of Customer Experience and Customer Engagement Through Customer Loyalty on Sales Revenue Achievement at PT United Tractors

2021 ◽  
Vol 9 (1) ◽  
pp. 1-17
Author(s):  
Andrie Permadi ◽  
Sukardi Silalahi
Keyword(s):  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Customer Experience ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Company Performance ◽  
Repurchase Intention ◽  
Sales Revenue ◽  
Questionnaire Research

This study aims to examine and discuss the influence of the quality of Customer Experience and Customer Engagement with the mediation of Customer Loyalty which is thought to affect repurchase intention or in other words the achievement of sales revenue as a company performance. The variables in this study were measured through the dimensions of accessibility, service competence, customer recognition, commitment, customer value, thrust, personalization, consistency, perceived quality and customer certainty to make repeat purchases. The number of respondents involved in this study were 200 respondents, all respondents were United Tractors consumers who had purchased products and services from PT United Tractors. This research is a quantitative approach that uses an instrument in the form of a questionnaire. Research data were analyzed using SEM (Structural Equation Modeling) analysis strategy with the help of SPSS and AMOS programs and the results of the analysis in this study also show that customer loyalty can mediate the effect of Customer Experience and Customer Engagement on Repurchase Intention

scholarly journals Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis

2021 ◽  
Vol 16 (6) ◽  
pp. 1997-2013
Author(s):  
Wei Gao ◽  
Hua Fan
Keyword(s):  
Regression Analysis ◽  
Conceptual Model ◽  
Word Of Mouth ◽  
Polynomial Regression ◽  
Customer Experience ◽  
Repurchase Intention ◽  
Expectation Disconfirmation ◽  
Online Channel ◽  
Channel Service ◽  
Polynomial Regressions

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 and offline experiences. For omni-channel consistency at lower levels of customer experience quality, customers prefer consistency at higher levels of quality. For omni-channel inconsistency where offline customer experience quality is lower than that online, customers prefer omni-channel inconsistency, where offline customer experience quality is higher than that online. These findings produce not only theoretical contributions but also insightful suggestions for how customer experience can be taken into consideration in the promotion of a brand’s omni-channel service success.

scholarly journals The Effect of Customer Experience on Repurchase Intention with Variety Seeking as Variable Moderation at 4-Star Hotels

2021 ◽  
Vol 4 (3) ◽  
pp. 75-79
Author(s):  
Youmil Abrian ◽  
Arif Adrian
Keyword(s):  
Regression Coefficient ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Target Population ◽  
Customer Experience ◽  
Repurchase Intention ◽  
Variety Seeking ◽  
Negative Effect ◽  
Positive Effect ◽  
Selection Of

This research aims to determine the influence of customer experience on repurchase intention with variable moderation of variety seeking. The form of statistical analysis used is moderated analysis regression. The selection of 4-star hotels due to the standard of star hotels pays attention to the increasingly varied needs of consumers.  The target population in this study was hotel guests who had stayed at a 4-star hotel in Padang. A simple random sampling technique is used. with 286 samples. In obtaining the data used a questionnaire with a Likert scale. From the results of the study obtained the influence of variable customer experience had a significant positive effect on the repurchase intention, with a significance value of 0,000<0.05 and had an influence contribution of 4.5%, with a regression coefficient of 0.125.  While variety-seeking variables have a significant negative effect on repurchase intention with a significance value of 0<0.05, and have an influence contribution of 6%, with a regression coefficient of -0.197. From the results of moderation regression obtained variety seeking to moderate the influence of customer experience on repurchase intention negatively with the significance of 0,000<0.05, and has a regression coefficient of -0.537 with an influence contribution of 8.7%.

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