Influence of customer application experience and value in use on loyalty toward retailers
Influence of customer application experience and value in use on loyalty toward retailers
This study aims to explain the mechanism by which user experience with retailer applications could lead to loyalty toward retailers. The data were collected through a survey in Indonesia (n = 717). The results support the positive impact of customer experience (i.e., sensorial experiential state, affective experiential state, interactivity, and relative advantage) on value in use. Value in use mediates the effects of customer experience on satisfaction and loyalty toward retailer application. In turn, these two constructs increase loyalty toward the retailer. These findings contribute to the theoretical and practical understanding of the impact of retailer applications on the customer-retailer relationship.
Customer experience, Customer loyalty, Customer satisfaction, Retailer application, Value in use
Japutra, Arnold
004a3f8c-4d07-4cc7-8660-c5b3a5983760
Utami, Ami Fitri
60e1962d-240f-4562-99c1-81eb643a86c8
Molinillo, Sebastian
e885b292-1126-4742-b838-bf7d0e045453
Ekaputra, Irwan Adi
83858f5e-2c1f-4025-ac52-c23e817464e6
8 January 2021
Japutra, Arnold
004a3f8c-4d07-4cc7-8660-c5b3a5983760
Utami, Ami Fitri
60e1962d-240f-4562-99c1-81eb643a86c8
Molinillo, Sebastian
e885b292-1126-4742-b838-bf7d0e045453
Ekaputra, Irwan Adi
83858f5e-2c1f-4025-ac52-c23e817464e6
Japutra, Arnold, Utami, Ami Fitri, Molinillo, Sebastian and Ekaputra, Irwan Adi
(2021)
Influence of customer application experience and value in use on loyalty toward retailers.
Journal of Retailing and Consumer Services, 59, [102390].
(doi:10.1016/j.jretconser.2020.102390).
Abstract
This study aims to explain the mechanism by which user experience with retailer applications could lead to loyalty toward retailers. The data were collected through a survey in Indonesia (n = 717). The results support the positive impact of customer experience (i.e., sensorial experiential state, affective experiential state, interactivity, and relative advantage) on value in use. Value in use mediates the effects of customer experience on satisfaction and loyalty toward retailer application. In turn, these two constructs increase loyalty toward the retailer. These findings contribute to the theoretical and practical understanding of the impact of retailer applications on the customer-retailer relationship.
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More information
Accepted/In Press date: 12 November 2020
e-pub ahead of print date: 4 December 2020
Published date: 8 January 2021
Keywords:
Customer experience, Customer loyalty, Customer satisfaction, Retailer application, Value in use
Identifiers
Local EPrints ID: 501034
URI: http://eprints.soton.ac.uk/id/eprint/501034
ISSN: 0969-6989
PURE UUID: 415fde23-3336-457f-ae00-f29c4e73c63b
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Date deposited: 21 May 2025 16:30
Last modified: 09 Oct 2025 02:24
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Contributors
Author:
Arnold Japutra
Author:
Ami Fitri Utami
Author:
Sebastian Molinillo
Author:
Irwan Adi Ekaputra
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