Sulistyo, Andy Pratama (2020) Mendapatkan word of mouth in social media dan loyalitas dengan digital customer experience. Mendapatkan word of mouth in social media dan loyalitas dengan digital customer experience, 7 (2). pp. 85-94. ISSN p:829-7522, : e:2581-1584 - Jurnal Nasional Terakreditasi Sinta 3
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Abstract
The concept of customer experience is indeed not new in marketing, it should be noted again that today's business concepts are starting to change. The various technologies has made companies and marketers rethinking how to build customer experience in the digital world. Therefore, this study aims to determine the effect of digital customer experience on satisfaction, loyalty, and word of mouth in social media. Two hundred millennial were chosen to be respondents, because this generation group will become a sizable market in the industry in the future. All respondents will be given a questionnaire which will then be processed using SEM-PLS analysis techniques. The results of this study indicate that digital customer experience has an influence on word of mouth on social media both directly and indirectly, digital customer experience has an influence on customer loyalty indirectly and digital customer experience has a direct influence on customers.
| Item Type: | Article |
|---|---|
| Additional Information: | Jurnal Nasional Terakreditasi Sinta 3 |
| Uncontrolled Keywords: | Customer Loyalty, Customer Satisfaction, Digital Customer Experience, Word of Mouth in Social Media. |
| Subjects: | Entrepreneurship |
| Divisions: | Journal Publication |
| Depositing User: | F.X. Hadi |
| Date Deposited: | 11 Feb 2022 04:55 |
| Last Modified: | 11 Feb 2022 04:56 |
| URI: | https://repository.ukwms.ac.id/id/eprint/29280 |
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