The Effect of Customer Experience, Customer Engagement and Customer Value on Customer Loyalty on Tokopedia User
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Published:
Jun 30, 2023
Keywords:
Customer Experience, Engagement, Customer Value, Customer Loyalty, Tokopedia
Section
Articles
Statistics Article
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Abstract
This research was conducted because the authors are interested in understanding customer experience, active involvement with customers and increasing customer perceived value as factors influencing customer loyalty in using an e-commerce service. The elements used in this research are customer loyalty, including customer experience, customer engagement, and customer value. This research methodology utilizes a quantitative approach with data collection techniques through online surveys of 103 Tokopedia users. The collected data were processed with SPSS and then analyzed using multiple regression analysis to examine the relationship between the variables studied. The results of the study show that customer experience.
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How to Cite
Sutrisno, S. (2023). The Effect of Customer Experience, Customer Engagement and Customer Value on Customer Loyalty on Tokopedia User. ProBisnis : Jurnal Manajemen, 14(3), 199–204. https://doi.org/10.62398/probis.v14i3.223
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Zhao, H., Shen, D., Zhou, H., Liu, J., & Chen, S. (2020). Guillain-Barré syndrome associated with SARS-CoV-2 infection: causality or coincidence? The Lancet Neurology, 19(5), 383–384.
Alifah, N., Hidayat, A. R., & Maulani, I. E. (2023). The Role Of Digital Marketing For Micro, Small And Medium Enterprises In The Era Of The Asean Economic Community. Journal of Comprehensive Science (JCS), 2(1), 1–6.
Amir, M. F. (2015). Pengaruh pembelajaran kontekstual terhadap kemampuan pemecahan masalah matematika siswa sekolah dasar. Prosiding Seminar Nasional Pendidikan, 34–42.
Cao, Y., Ajjan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison. Asia Pacific Journal of Marketing and Logistics, 30(2), 400–416.
Ferreira, A. T. (2015). Organizational trust: Mayer, Davis and Schoorman a review.
Handaruwati, I. (2021). Pengaruh customer experience terhadap kepuasan konsumen produk kuliner lokal soto mbok Geger Pedan Klaten. Jurnal Bisnisman: Riset Bisnis Dan Manajemen, 3(2), 16–33.
Huang, H.-C., Hsieh, C.-T., Hsiao, M.-N., & Yeh, C.-H. (2018). A study of automatic separation and recognition for overlapped fingerprints. Applied Soft Computing, 71, 127–140.
Jannah, M., Syarief, M., & Pambudi, B. S. (2014). Pengaruh Customer Value Terhadap Kepuasan Pengguna Smartphone Blackberry Gemini Curve 8520 (Studi pada Mahasiswa Fakultas Ekonomi Universitas Trunojoyo Madura). Jurnal Studi Manajemen Dan Bisnis, 1(1), 23–31.
Kibaroglu, O. (2022). Gojek as Infrastructure: Street Smart Technology of Indonesia. National University of Singapore (Singapore).
Kotler, P. and K. L. K. (2016). Marketing Management (15th Editi). Pearson Education,Inc.
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116.
Nurunnisha, G. A., Roespinoedji, R., & Roespinoedji, D. (2021). Female Students Perceptions on The Effect of Country of Origin, Brand Ambassador on Purchase Intentions: A Study on The Geographical Origin of Tokopedia E-Commerce Company, Indonesia. Review of International Geographical Education Online, 11(1), 573–582.
Pantelis, C., Papadimitriou, G. N., Papiol, S., Parkhomenko, E., Pato, M. T., Paunio, T., Pejovic-Milovancevic, M., Perkins, D. O., & Pietiläinen, O. (2014). Biological insights from 108 schizophrenia-associated genetic loci. Nature, 511(7510), 421–427.
Pradana, M., & Reventiary, A. (2016). Pengaruh atribut produk terhadap keputusan pembelian sepatu merek Customade (studi di merek dagang Customade Indonesia). Jurnal Manajemen, 6(1).
Pramudita, Y. A., & Japarianto, E. (2013). Analisa Pengaruh Customer Value dan Customer Experience terhadap Customer Satisfaction di De Kasteel Resto Surabaya. Jurnal Manajemen Pemasaran Petra, 1(1), 1–7. https://media.neliti.com/media/publications/140540-ID-none.pdf
Rahmawati, E. (2015). Pengaruh customer engagement terhadap kepuasan pelanggan dan kepercayaan merek serta dampaknya pada loyalitas merek. Jurnal Riset Ekonomi Dan Manajemen, 15(2), 246–261.
Sashi, C. M. (2012). Customer engagement, buyer‐seller relationships, and social media. Management Decision, 50(2), 253–272.
Seymour, K. D. (2012). The perceived value of scuba diving tourists at a marina destination. North-West University.
Sukendia, J., & Harianto, N. (2021). The impact of e-service quality on customer engagement, customer experience and customer loyalty in B2C e-commerce. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(3), 3170–3184.
Thahir, A. Bin. (2019). The Principle of Public Relations in Leadership in Educational Institutions. International Conference of Moslem Society, 3, 108–116.
Zhao, H., Shen, D., Zhou, H., Liu, J., & Chen, S. (2020). Guillain-Barré syndrome associated with SARS-CoV-2 infection: causality or coincidence? The Lancet Neurology, 19(5), 383–384.