The effect of customer experience on customer loyalty mediated by customer satisfaction and customer trust
(Study on users of PLN mobile application at PLN UP3 Malang)
DOI:
https://doi.org/10.55942/jebl.v3i3.205Keywords:
customer experience, customer satisfaction, customer trust, customer loyalty, mobile application customer experience (MACE), PLN mobile applicationAbstract
Customer experience refers to the internal, subjective response to an interaction with a product or service. Customer loyalty demonstrates customers' deep commitment to resubscribe or make consistent and repeated use of a service or product in the future. Mobile applications can integrate elements of customer experience, customer satisfaction, and customer trust to foster customer loyalty. The Mobile Application Customer Experience (MACE) highlights factors that influence customer experience, particularly in mobile application usage, including ease of use, convenience, customization, timeliness, and enjoyment. In this study, customer experience and customer loyalty are the independent and dependent variables, respectively, with customer satisfaction and customer trust acting as mediating variables. Employing a quantitative approach with explanatory research methods, the study is located at PLN UP3 Malang, and focuses on PLN UP3 Malang customers who have used the PLN Mobile application, with a total of 130 respondents. The results revealed that the variables of customer experience, customer satisfaction, and customer trust have a positive and significant impact on customer loyalty, both directly and indirectly. The mediating variables, customer satisfaction and customer trust, have a positive and significant influence on customer loyalty, as confirmed by mediation tests conducted.
References
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211.
Barari, M., Ross, M., & Surachartkumtonkun, J. (2020). Negative and positive customer shopping experience in an online context. Journal of Retailing and Consumer Services, 53.
Bibb, S., & Kourdi, J. (2004). Building customer trust. Trust Matters, 46(4), 87–105.
Bleier, A., Harmeling, C. M., & Palmatier, R. W. (2019). Creating effective online customer experiences. Journal of Marketing, 83(2), 98–119.
Cerejo, L. (2012, July 12). The Elements of The Mobile Experience. Https://Www.Smashingmagazine.Com/.
Chaffey, D., & Smith, P. (2013). Emarketing Excellence: Planning and Optimizing your Digital Marketing (Google eBook). March 2017.
Chen, Y., & Barnes, S. (2007). Initial trust and online buyer behaviour. Industrial Management & Data Systems, 107(1), 21–36.
Cyr, D., Head, M., & Ivanov, A. (2006). Design aesthetics leading to m-loyalty in mobile commerce. Information and Management, 43(8), 950–963.
Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289–300.
Doherty, N., & Ellis-Chadwick, F. (2009). Exploring the drivers, scope and perceived success of e-commerce strategies in the UK retail sector. European Journal of Marketing, 43.
Espejel, J., Fandos, C., & Flavián, C. (2008). Consumer satisfaction: A key factor of consumer loyalty and buying intention of a PDO food product. British Food Journal, 110(9), 865–881
Ferdinand, A. (2014). Metode Penelitian Manajemen: Pedoman Penelitian Untuk Penulisan Skripsi,Tesis Dan Disertasi Ilmu Manajemen. Edisi kelima. In Badan Penerbit Universitas Diponegoro.
Ferrell, O. C., & Hartline, M. D. (2011). Marketing strategy: Vol. Fifth Edition (B. W. C.-C. M. A. E. M. R. E. E. L. A. K. P. Vice President of Editorial, Ed.; Fifth Edition). South-Western Cengage Learning. www.CengageBrain.com
Fred D. Davis. (1989). Perceived Usefulness, Perceived Ease of Use, User Acceptence of Information Technology. Management Information Systems Research Center, University of Minnesota, 13, 319–340. http://www.jstor.org/stable/249008
Gao, W., Fan, H., Li, W., & Wang, H. (2021). Crafting the customer experience in omnichannel contexts: The role of channel integration. Journal of Business Research, 126, 12–22.
Gentile, C., Spiller, N., & Noci, G. (2007). How to Sustain the Customer Experience : An Overview of Experience Components that Co-create Value with the Customer. European Management Journal, 25(5), 395–410.
Ghozali, I., & Latan, H. (2015). Konsep, teknik, aplikasi menggunakan Smart PLS 3.0 untuk penelitian empiris. BP Undip. Semarang, 290.
Griffin, J., & Yahya, D. K. (2005). Customer Loyalty: Menumbuhkan & Mempertahankan Kesetiaan Pelanggan (Edisi Revisi dan Terbaru) / Jill Griffin.
Guo, F. (2012). More Than Usability: The Four Elements of User Experience, Part I. http://www.uxmatters.com/mt/archives/2%0A012/04/more-than-usability-the-fourelements-of-user-experience-part-i.php
Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate Data Analysis: A Global Perspective.
Heijden, H. Van Der, Verhagen, T., & Creemers, M. (2003). Understanding online purchase intentions: Contributions from technology and trust perspectives. European Journal of Information Systems, 12(1), 41–48.
Hoffman, D. L., & Novak, T. P. (1997). A new marketing paradigm for electronic commerce. Information Society, 13(1).
Hurriyati, R. (2010). Bauran pemasaran dan loyalitas konsumen (Vol. 1). CV. Alfabeta.
Iqbal, M., Dahlan, A., & Kholid Mawardi, F. M. (2015). Pengaruh Customer Experience Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Survei pada Pelanggan KFC Kawi Malang). In Jurnal Administrasi Bisnis (JAB)|Vol (Vol. 28, Issue 1).
Japutra, A., Utami, A. F., Molinillo, S., & Ekaputra, I. A. (2021). Influence of customer application experience and value in use on loyalty toward retailers. Journal of Retailing and Consumer Services, 59, 102390.
Jati Ariwibowo, D. P., & Nugroho, M. A. (2013). Pengaruh Trust Dan Perceived of Risk Terhadap Niat Untuk Bertransaksi Menggunakan E-Commerce. Nominal, Barometer Riset Akuntansi Dan Manajemen, 2(1), 11–35.
Jogiyanto, & Abdillah, W. (2015). Konsep dan Aplikasi PLS (Partial Least Square) untuk Penelitian Empiris. BPFE.
Kholis, N., & Maharama, A. R. (2018). Pengaruh Kepercayaan, Kemudahan dan Persepsi Risiko Terhadap Keputusan Pembelian Jasa Gojek di Kota Semarang Yang Dimediasi Minat Beli Sebagai Varibel Intervening. EKOBIS, 19(2), 203–213. http://www.apjii.or.id
Kim, D., & Benbasat, I. (2003). Trust-Related Arguments In Internet Stores: A Framework For Evaluation. Journal of Electronic Commerce Research, 4(2). www.activesportsshed.com
Kim, D. J., Ferrin, D. L., Raghav RAO, H., Raghav, H., Ferrin Lee Kong, D. L., & Raghav Rao, H. (2008). Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration. Institutional Knowledge at Singapore Management University, 20(2), 237–257. https://ink.library.smu.edu.sg/lkcsb_research
Kim, G., Shin, B., & Lee, H. G. (2009). Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19(3), 283–311.
Kotler, P., Keller, K. L., Columbus, B., New, I., San, Y., Cape, F. A., Dubai, T., Madrid, L., Munich, M., Montreal, P., Delhi, T., Sao, M. C., Sydney, P., Kong, H., Singapore, S., & Tokyo, T. (2016). A Framework for Marketing Management Sixth Edition Global Edition.
Kusuma, M. H., & Rahim, S. E. (2021). The effectiveness of the new PLN mobile application in improving service quality, customer satisfaction, and electrifying lifestyle during the new normal period in Tanjung pandan city. IOP Conference Series: Earth and Environmental Science, 913(1).
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10), 980–986.
Lee, W. O., & Wong, L. S. (2016). Determinants of Mobile Commerce Customer Loyalty in Malaysia. Procedia - Social and Behavioral Sciences, 224, 60–67.
Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869.
Li, X. (2014). Role of trust in the design and use of information technology and information systems. In Computing Handbook, Third Edition: Information Systems and Information Technology.
Lin, H.-H., & Wang, Y.-S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information & Management, 43(3), 271–282.
Lovelock, C., & Wirtz, J. (2021). Services Marketing: People, Technology, Strategy, 7th edition (Issue June).
McLean, G., Al-Nabhani, K., & Wilson, A. (2018). Developing a Mobile Applications Customer Experience Model (MACE)- Implications for Retailers. Journal of Business Research, 85(January), 325–336.
McLean, Graeme., & Wilson, Alan. (2016). Evolving the online customer experience ... is there a role for online customer support? Computers in Human Behavior, 60, 602–610.
Molinillo, S., Aguilar-Illescas, R., Anaya-Sánchez, R., & Carvajal-Trujillo, E. (2022). The customer retail app experience: Implications for customer loyalty. Journal of Retailing and Consumer Services, 65.
Molinillo, S., Jiménez-Barreto, J., Rubio, N., & Campo, S. (2020). Linking the online destination brand experience and brand credibility with tourists’ behavioral intentions toward a destination. Tourism Management, 79.
Mowen, John. C., & Minor, M. (2012). Consumer behavior (1st ed.). Prentice Hall.
Nadhif, A. Z., & Niswah, F. (2018). Inovasi layanan PLN mobile di PT. PLN (Persero) area Surabaya Selatan. Publika, 6(2). https://jurnalmahasiswa.unesa.ac.id/index.php/27/article/view/22663
Natarajan, T., Balasubramanian, S. A., & Kasilingam, D. L. (2018). The moderating role of device type and age of users on the intention to use mobile shopping applications. Technology in Society, 53, 79–90.
Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). Routledge.
Puriwat, W., & Tripopsakul, S. (2017). The Impact Of E-Service Quality on Customer Satisfaction and Loyalty In Mobile Banking Usage: Case Study Of Thailand. Polish Journal of Management Studies, 15(2), 183–193.
Rizky, M., Pratama, D., & Jumhur, H. M. (2022). Pengaruh Customer Experience Terhadap Customer Loyalty Melalui Trust Sebagai Variabel Intervening Pada Aplikasi LinkAja. www.sociable.co/id,
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes. Journal of Retailing, 88(2), 308–322.
Roy, S. K., Balaji, M. S., Sadeque, S., Nguyen, B., & Melewar, T. C. (2017). Constituents and consequences of smart customer experience in retailing. Technological Forecasting and Social Change, 124, 257–270.
Safricia, S. (2021). The Influence of Customer Experience on Customer Loyalty with Customer Satisfaction as an Intervening Variable in Xing Fu Tang Indonesia. 6(6), 1275–1284.
Satryawati, E. (2018). Pengaruh Kepercayaan Dan Kepuasan Terhadap Loyalitas Pelanggan E- Commerce. Jurnal Teknologi Informatika Dan Komputer, 4(1), 36–52.
Seddon, J., & Sant, R. (2007). Increasing Business Value through Improved Customer Experiences. E-Perspectives.
Sekaran, U., & Bougie, R. (2016). Research methods for business : a skill-building approach (J. Wiley, Ed.; Seventh ed). John Wiley & Sons Ltd. http://lccn.loc.gov/2015051045
Senjaya, V., Semuel, H. Prof. , Dr. , S. E. , MS., & Dharmayanti, D. S. E. , M. Si. (2013). Pengaruh Customer Experience Quality Terhadap Customer Satisfaction & Customer Loyalty di Kafe Excelso Tunjungan Plaza Surabaya: Perspektif B2C. Jurnal Manajemen Pemasaran Petra V, 1(1), 1–15.
Shankar, V., Kleijnen, M., Ramanathan, S., Rizley, R., Holland, S., & Morrissey, S. (2016). Mobile Shopper Marketing: Key Issues, Current Insights, and Future Research Avenues. Journal of Interactive Marketing, 34, 37–48. https://doi.org/10.1016/j.intmar.2016.03.002
Siau, K., & Shen, Z. (2003). Building customer trust in mobile commerce (4th ed.). Communications of the ACM.
Sugiyono, D. (2013). Metode Penelitian Kuantitatif, Kualitatif, dan Tindakan.
Sugysti, R., & Ayuni, R. F. (2016). Pengaruh Dimensi Customer Experience Terhadap Satisfaction Dan Customer Loyalty ( Studi Pada Cokelat Klasik Cafe Malang ). 1–13.
Szymanski, D., & Henard, D. (2001). Customer Satisfaction: A Meta-Analysis of the Empirical Evidence. Journal of the Academy of Marketing Science, 29, 16–35.
Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan dan Penelitian.
Vahdat, A., Alizadeh, A., Quach, S., & Hamelin, N. (2021). Would you like to shop via mobile app technology? The technology acceptance model, social factors and purchase intention. Australasian Marketing Journal, 29(2), 187–197.
Venkat, R. (2007). Impact Of Customer Experience on Satisfaction, Brand Image and Loyalty: A Study In A Business-To-Business Context.
Verkijika, S. F. (2018). Factors influencing the adoption of mobile commerce applications in Cameroon. Telematics and Informatics, 35(6), 1665–1674.
Wang, H.-Y., Liao, C., & Yang, L.-H. (2013). What Affects Mobile Application Use? The Roles of Consumption Values. International Journal of Marketing Studies, 5(2).
Widjieanto, G. F. (2020). Analisa Pengaruh User Experienceterhadap Customer Loyaltydengan Trust Sebagai Variabel Intervening Pada Aplikasi Digital Payment Dana. Jurnal Strategi Pemasaran, 7(1). https://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/11286/9974
Wongso, D. A. (2020). Analisa User Experience Terhadap Customer Loyalty Dengan Trust Sebagai Variabel Intervening Pada Aplikasi Ovo Digital Payment. Jurnal Strategi Pemasaran, 7(1), 11.
Wu, I.-S., & Chen, J.-Y. (2014). A Model of Green Consumption Behavior Constructed by the Theory of Planned Behavior. International Journal of Marketing Studies. Canadian Center of Science and Education, 6. ISSN 1918-719XE-ISSN 1918-7203
Yosephine Simanjuntak, D. C., & Purba, P. Y. (2020). Peran Mediasi Customer Satisfaction dalam Customer Experience Dan Loyalitas Pelanggan. Jurnal Bisnis Dan Manajemen, 7(2), 171–184.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: integrating customer focus across the firm (7th Edition). McGraw Hill. https://www.mheducation.com.au/services-marketing-integrating-customer-focus-across-the-firm-9781260083521
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Privietlab

This work is licensed under a Creative Commons Attribution 4.0 International License.

