The Impact Of Interactive Experience And Online Service Quality On Customer Satisfaction With The Mediation Of Consumer Value Perception
Abstract
This article explores the intricate dynamics influencing customer satisfaction in the digital commerce landscape, with a specific focus on interactive experiences, online service quality, and consumer value perception. The research reveals significant direct effects, indicating that both interactive experiences and online service quality play crucial roles in shaping consumer value perception, subsequently influencing customer satisfaction. Furthermore, the study uncovers significant indirect effects, illustrating that enhancements in interactive experiences and online service quality not only directly impact customer satisfaction but also exert substantial influence through the mediating role of consumer value perception. The findings highlight the interconnected nature of these factors and emphasize the need for businesses to adopt a holistic approach to optimize overall customer satisfaction. This research provides valuable insights for companies, including those in dynamic markets like PT. Bali Indoraya, guiding them in refining digital strategies and fostering enduring customer relationships in the continually evolving digital commerce landscape.
Keywords: Interactive Experience, Online Service Quality, Customer Satisfaction, Consumer Value Perception
References
Cooper, K., Dedehayir, O., Riverola, C., Harrington, S., & Alpert, E. (2022). Exploring Consumer Perceptions of the Value Proposition Embedded in Vegan Food Products Using Text Analytics. Sustainability (Switzerland), 14(4), 1–16. https://doi.org/10.3390/su14042075
Eckert, C., Neunsinger, C., & Osterrieder, K. (2022). Managing customer satisfaction: digital applications for insurance companies. In Geneva Papers on Risk and Insurance: Issues and Practice (Vol. 47, Issue 3). Palgrave Macmillan UK. https://doi.org/10.1057/s41288-021-00257-z
Fared, A., Darmawan, D., & Khairi, M. (2021). Contribution of E-Service Quality to Repurchase Intention with Mediation of Customer Satisfaction: Study of Online Shopping Through Marketplace. Journal of Marketing and Business Research, 1(2), 93–106. https://doi.org/10.56348/mark.v1i2.37
Glogovețan, A. I., Dabija, D. C., Fiore, M., & Pocol, C. B. (2022). Consumer Perception and Understanding of European Union Quality Schemes: A Systematic Literature Review. Sustainability (Switzerland), 14(3), 1–16. https://doi.org/10.3390/su14031667
Iqbal, S. A., Ashiq, M., Rehman, S. U., Rashid, S., & Tayyab, N. (2022). Students’ Perceptions and Experiences of Online Education in Pakistani Universities and Higher Education Institutes during COVID-19. Education Sciences, 12(3). https://doi.org/10.3390/educsci12030166
Khan, M. A., & Alhumoudi, H. A. (2022). Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach. Sustainability (Switzerland), 14(12). https://doi.org/10.3390/su14127224
Kim, Y. J., & Kim, H. S. (2022). The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews. Sustainability (Switzerland), 14(2), 1–13. https://doi.org/10.3390/su14020848
Lazirkha, D. P., Hom, J., & Melinda, V. (2022). Quality Analysis Of Digital Business Services In Improving Customer Satisfaction. Startupreneur Business Digital (SABDA Journal), 1(2), 156–166. https://doi.org/10.34306/sabda.v1i2.119
Malikovna, K. R. N., Mirsharapovna, S. Z., Shadjalilovna, S. M., & Kakhramonovich, A. A. (2022). Types of Interactive Methods in Teaching English to Students. Texas Journal of Multidisciplinary Studies, 14, 1–4. https://doi.org/10.17605/OSF.IO/FP5M7
Manyanga, W., Makanyeza, C., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2082015
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. Bin. (2021). E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(2), 237. https://doi.org/10.24252/minds.v8i2.23224
Naini, N. F., Sugeng Santoso, Andriani, T. S., Claudia, U. G., & Nurfadillah. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences, 7(1), 34–50. https://doi.org/10.29244/jcs.7.1.34-50
Novitasari, D. (2022). SMEs E-commerce Buying Intention: How the Effect of Perceived Value, Service Quality, Online Customer Review , Digital Marketing and Influencer Marketing. Journal of Information Systems and Management (JISMA), 1(5), 61–69. https://jisma.org/index.php/jisma/article/view/256
Purwanto, A. (2022). The Role of Digital Leadership, e-Loyalty, e-Service Quality and e-Satisfaction of Indonesian E-Commerce Online Shop. International Journal of Social and Management Studies (IJOSMAS), 03(05), 51–57.
Rosak-Szyrocka, J., Żywiołek, J., & Mrowiec, M. (2022). Analysis of Customer Satisfaction with the Quality of Energy Market Services in Poland. Energies, 15(10). https://doi.org/10.3390/en15103622
Tu, J. C., Hsu, C. F., & Creativani, K. (2022). A Study on the Effects of Consumers’ Perception and Purchasing Behavior for Second-Hand Luxury Goods by Perceived Value. Sustainability (Switzerland), 14(16), 1–18. https://doi.org/10.3390/su141610397
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13(March), 1–9. https://doi.org/10.3389/fpsyg.2022.842141
Copyright (c) 2024 Miko Andi Wardana
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
