Pengaruh channel service configuration dan integrated interaction dalam omnichannel retail terhadap customer experience, word of mouth dan re-purchase intention yang dimediasi oleh consumer empowerment
Info Katalog
File Repositori
Nomor Panggil : 122012003003
Subyek : Customer relations;Customer satisfaction - Marketing
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2023
Pembimbing 1 : Kurniawati
Kata Kunci : channel service configuration, integrated interaction, customer experience, word of mouth.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2022_TS_MMJ_122012003003_Halaman-Judul.pdf | 12 | |
| 2. | 2022_TS_MMJ_122012003003_Lembar-Pengesahan.pdf | ||
| 3. | 2022_TS_MMJ_122012003003_Bab-1_Pendahuluan.pdf | 10 | |
| 4. | 2022_TS_MMJ_122012003003_Bab-2_Landasan-Teori.pdf | 12 |
|
| 5. | 2022_TS_MMJ_122012003003_Bab-3_Metodologi-Penelitian.pdf | 20 |
|
| 6. | 2022_TS_MMJ_122012003003_Bab-4_Analisis-dan-Pembahasan.pdf | 22 |
|
| 7. | 2022_TS_MMJ_122012003003_Bab-5_Kesimpulan.pdf | 4 |
|
| 8. | 2022_TS_MMJ_122012003003_Daftar-Pustaka.pdf | 10 | |
| 9. | 2022_TS_MMJ_122012003003_Lampiran.pdf | 66 |
|
P Penelitian ini bertujuan untuk menganilisis pengaruh Channel Integration quality dalam omnichannel retail yaitu Channel Service Configuration dan Integrated Interaction terhadap Customer experience, Word of mouth dan Re-Purchase Intention. Peran Consumer empowerment juga diteliti dalam penelitian ini sebagai mediasi dalam mengalisis pengaruh Channel Service Configuration dan Integrated Interaction terhadap Customer Experience. Data yang digunakan dalam penelitian ini merupakan data primer yang diambil dari hasil pengumpulan kuisioner yang telah diisi oleh para responden, yaitu pelanggan atau konsumen yang pernah melakukan pembelian produk di kedai kopi lokal Indonesia yang sudah menerapkan strategi omnichannel seperti: Janji Jiwa, Kopi Kulo, Kopi Kenangan, Excelco, Fore coffee, Coffee toffee, Maxx Coffee, dan sebagainya. Kreteria responden yang ditetapkan yaitu sudah pengalaman pernah melakukan pembelian produk di kedai kopi lokal Indonesia baik offline maupun online minimum sebanyak satu kali dalam enam bulan terakhir sejak mengisi kuesioner. Sampel penelitian dipilih menggunakan metode purposive sampling dan diperoleh sebanyak 246 responden yang menjadi sampel. Analisis data yang digunakan untuk uji hipotesis yaitu Structural Equation Modeling (SEM) dengan menggunakan bantuan program software AMOS. Hasil penelitian menunjukkan bahwa Channel Service Configuration dan Integrated Interaction memiliki pengaruh positif dan signifikan terhadap Customer experience, Customer experience memiliki pengaruh positif dan signifikan terhadap Word of mouth dan Re-Purchase Intention, Word of mouth memiliki pengaruh positif dan signifikan terhadap Re-Purchase Intention. Pengujian variable mediasi menunjukkan bahwa Consumer empowerment memediasi secara parsial dalam mempengaruhi Channel Service Configuration dan Integrated Interaction terhadap Customer Experience.
T This study aims to analyze the effect of Channel integration quality in omnichannel retail, that is Channel service configuration and Integrated interaction on Customer experience, Word of mouth and Re-purchase intention. The role of consumer empowerment is also investigated in this study as a mediation in analyzing the effect of Channel service configuration and Integrated interaction on Customer experience. This study uses primary data that taken from the results by collecting questionnaires that have been filled out from the respondents, respondent criteria is customers who have purchased products at local Indonesian coffee shops that have implemented omnichannel strategies such as: Kopi Janji Jiwa, Kopi Kulo, Kopi Kenangan, Excelco, Fore coffee, Coffee Toffee, Maxx Coffee, and others. The other criteria set are those who have experience purchasing products at local Indonesian coffee shops both offline and online at least once in the last six months since filling out the questionnaire. The research sample was selected using purposive sampling method and obtained as many as 246 people who became the sample. The data analysis used to test the hypothesis is Structural Equation Modeling (SEM) using the AMOS software program. The results show that Channel service configuration and Integrated Interaction has a positive and significant influence on Customer experience, Customer experience has a positive and significant impact on Word of mouth and Re-purchase intention, Word of mouth has a positive and significant influence on Re-purchase intention. The mediation variable test shows that Consumer empowerment partially mediates in influencing Channel service configuration and Integrated interaction on Customer experience.
Pengaruh customer eksperience dan relationship quality terhadap customer loyalty melalui customer engangement
FEB - Usakti
Pengaruh elektronic word of mouth (EWOM) pada Shopee Indonesia terhadap purchase intention
FEB - Usakti
