The effect of user experience on customer loyalty mediated by customer satisfaction
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Feb 28, 2023
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Abstract
The success of implementing digital marketing cannot be separated from how marketers can create and design products and services that are able to deliver quality experiences. The experience felt when interacting with digital products or services will encourage users to give positive or negative responses. The response that is formed will encourage satisfaction, which will establish and maintain a sustainable relationship, so that in the end it will encourage the creation of customer loyalty. This study found that user experience affects customer satisfaction, user experience affects customer loyalty, customer satisfaction affects customer loyalty, and user experience does not affect customer loyalty mediated by customer satisfaction.
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How to Cite
Tjiptodjojo, K. I., Kurniawati, K., Setyawan, S., & Nur Saputri, A. (2023). The effect of user experience on customer loyalty mediated by customer satisfaction. Enrichment : Journal of Management, 12(6), 5296-5302. https://doi.org/10.35335/enrichment.v12i6.1043
References
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Mukhlis, & Indriastuti, H. (2021). Customer satisfaction through customer loyalty and customer experience: survey of go-ride mulawarman customers. International Journal of Economics, Business and Accounting Research (IJEBAR), 5(2), 54–62. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
Ngatno. (2017). Effect of brand communication and experience on loyalty: mediating effect of brand satisfaction and trust. (case study of customers of inul vista karaoke, semarang, central java, indonesia). Archives of Business Research, 5(4), 55–67. https://doi.org/10.14738/abr.54.2828
Rakhmah, D. N. (2021). Gen z dominan, apa maknanya bagi pendidikan kita? Pusat Standar Dan Kebijakan Pendidikan Badan Standar, Kurikulum, Dan Assesmen Pendidikan Kementrian Pendidikan, Kebudayaan, Riset, Dan Teknologi. https://puslitjakdikbud.kemdikbud.go.id/produk/artikel/detail/3133/gen-z-dominan-apa-maknanya-bagi-pendidikan-kita
Sugiyono. (2017). Metode penelitian kuantitatif, kualitatif dan r & d. Penerbit Alfabeta, Bandung.
Bulan, T. P. L., & Chandra, R. (2021). The effect of ewom, digital marketing, customer satisfaction on customer loyalty (shopee customer survey in pangkalan brandan). Jurnal Manajemen Motivasi, 17(1), 36–45. https://doi.org/http://dx.doi.org/10.29406/jmm.v17i1.3064
Casidy, R., & Wymer, W. (2016). A risk worth taking: Perceived risk as moderator of satisfaction, loyalty, and willingness-to-pay premium price. Journal of Retailing and Consumer Services, 32, 189–197. https://doi.org/https://doi.org/10.1016/j.jretconser.2016.06.014
Chandra, S. (2014). The impact of customer experience toward customer satisfaction and loyalty of ciputra world surabaya. IBuss Management, 2(2), 1–11. https://media.neliti.com/media/publications/184144-EN-the-impact-of-customer-experience-toward.pdf
Ertemel, A. V., Civelek, M. E., Pektaş, G. Ö. E., & Çemberci, M. (2021). The role of customer experience in the effect of online flow state on customer loyalty. PLoS ONE, 16(7). https://doi.org/https://doi.org/10.1371/journal.pone.0254685
Feng, L., & Wei, W. (2019). An empirical study on user experience evaluation and identification of critical ux issues. Sustainability, 11(2432), 1–19. https://doi.org/10.3390/su11082432
Handayani, R. T., & Susanto, A. (2020). The influence of e-trust, user’sexperiences, and brand equity on gen z female customers e-loyalty towards imported cosmetics brands through customers e-satisfaction. International Journal of Social Science and Business, 4(2), 294–300. https://doi.org/https://doi.org/10.23887/ijssb.v4i2.25727
Hussein, A. S. (2018). Effects of brand experience on brand loyalty in indonesian casual dining restaurant: roles of customer satisfaction and brand of origin. Tourism and Hospitality Management, 24(1), 119–132. https://doi.org/10.20867/thm.24.1.4
Ilyas, G. B., Munir, A. R., Tamsah, H., Mustafa, H., & Yusriadi, Y. (2021). The influence of digital marketing and customer perceived value through customer satisfaction on customer loyalty. Journal of Legal, Ethical and Regulatory Issues, 24(S4), 1–14. https://www.abacademies.org/articles/The-influence-of-digital-marketing-and-customer-1544-0044-24-S4-789.pdf
Intanny, V., Widiyastuti, I., & Perdani, M. D. K. (2018). Pengukuran kebergunaan dan user experience (ux) marketplace jogjaplaza.id dengan metode ueq dan use questionnaire. Jurnal Pekommas, 3(2), 117 – 126. https://doi.org/10.30818/jpkm.2018.2030201
ISO 9241-210. (2019). Ergonomics of human-system interaction —part 210: human-centred design for interactive systems. ISO. https://www.sis.se/api/document/preview/80012780/
Jay, A. (2022). Number of netflix subscribers in 2021/2022: growth, revenue, and usage. FinancesOnline. https://financesonline.com/number-of-netflix-subscribers/
Kannan, P. K., & Li, H. A. (2017). Digital marketing: a framework, review and research agenda. International Journal of Research in Marketing, 34(1), 22–45. https://doi.org/10.1016/j.ijresmar.2016.11.006
Martins, M. A. J., & Riyanto, S. (2020). The effect of user experience on customer satisfaction on netflix streaming services in indonesia. International Journal of Innovative Science and Research Technology, 5(7), 573–577. https://doi.org/10.38124/IJISRT20JUL545
Massoudi, A. H. (2020). Consumer loyalty indicator as drivers to satisfaction. International Journal of Innovative Science and Research Technology, IV(1), 41–45. https://doi.org/10.24086/cuejhss.vol4n1y2020
Memon, M. A., Ting, H., Cheah, J.-H., Thurasamy, R., Chuah, F., & Cham, T. H. (2020). Sample size for survey research: review and recommendations. Journal of Applied Structural Equation Modeling, 4(2), i–xx. https://doi.org/10.47263/JASEM.4(2)01
Mukhlis, & Indriastuti, H. (2021). Customer satisfaction through customer loyalty and customer experience: survey of go-ride mulawarman customers. International Journal of Economics, Business and Accounting Research (IJEBAR), 5(2), 54–62. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
Ngatno. (2017). Effect of brand communication and experience on loyalty: mediating effect of brand satisfaction and trust. (case study of customers of inul vista karaoke, semarang, central java, indonesia). Archives of Business Research, 5(4), 55–67. https://doi.org/10.14738/abr.54.2828
Rakhmah, D. N. (2021). Gen z dominan, apa maknanya bagi pendidikan kita? Pusat Standar Dan Kebijakan Pendidikan Badan Standar, Kurikulum, Dan Assesmen Pendidikan Kementrian Pendidikan, Kebudayaan, Riset, Dan Teknologi. https://puslitjakdikbud.kemdikbud.go.id/produk/artikel/detail/3133/gen-z-dominan-apa-maknanya-bagi-pendidikan-kita
Sugiyono. (2017). Metode penelitian kuantitatif, kualitatif dan r & d. Penerbit Alfabeta, Bandung.