Image of Analisis Determinan Customer Experience dan Implikasinya terhadap Customer Loyalty dan Continue Usage Intention pada Aplikasi Mobile Wallet di Indonesia

Text

Analisis Determinan Customer Experience dan Implikasinya terhadap Customer Loyalty dan Continue Usage Intention pada Aplikasi Mobile Wallet di Indonesia

The success of m-wallet in providing services that meet customer expectations is not only seen from the increase in the number of users but also in terms of how to maintain user retention in using applications, one of which is by evaluating the customer experience side. This study aims to identify the determinants of customer experience (CX) and how the implications of consumer experience (CX) on customer loyalty and continued usage intention, where the object of this research is a mobile wallet application (m-wallet). This study uses descriptive research and online survey techniques with 342 respondents. Then the data was tested using the Partial Least Squares - Structural Equation Modeling (PLS-SEM) method. The results showed that eight of the 21 hypotheses were significant. Each significantly influenced trust, convenience, social influence, application attributes, and responsiveness towards customer experience, except for customer support. Customer experience also significantly influenced customer loyalty and continued service intention. Then the moderating variables of age and gender were found not to moderate the relationships of trust, convenience, social influence, application attributes, customer support, and responsiveness toward customer experience. The results of this study will contribute to the literature on Customer Experience (CX) and assist m-wallet service providers in recognizing the importance of CX and designing strategies to build the right customer experience..Ada Tabel

Ketersediaan

Call NumberLocationAvailable
13683PSB lt.2 - Karya Akhir1
Penerbit Depok Program Studi Manajemen Fakultas Ekonomi dan Bisnis UI.,
Edisi -
Subjek M
Wallet
Customer Experience
Usage Intent
ISBN/ISSN -
Klasifikasi -
Deskripsi Fisik xii, 180 p. ; diagr. ; 30 cm
Info Detail Spesifik -
Other Version/Related Tidak tersedia versi lain
Lampiran Berkas Tidak Ada Data