Main Article Content

Jeffany
Hendry Kosasih
Vinsen
Purnama Yanti Purba

Abstract

This study aims to determine and analyze the influence of Customer Experience, Consumer Perception and Customer Delight on customer loyalty. The phenomenon of increasing online shopping during this pandemic and the suggestions of previous researchers are the background of this research. The research method used is Multiple Linear Regression Analysis. The type of research used is descriptive quantitative research and the nature of this research is explanatory research. Simple Random Sampling is used to determine the sample in this study. The population used is students in the city of Medan and the sample of this study was taken as many as 100 respondents. The results showed that Customer Experience partially had a positive and significant effect on Customer Loyalty, Consumer perception has no positive and significant effect on customer loyalty. customer delight has no significant effect on Customer Loyalty. In addition, simultaneously Customer Experience, Consumer Perception and Customer Delight have a positive and significant impact on Customer Loyalty

Downloads

Download data is not yet available.

Article Details

How to Cite
Jeffany, Hendry Kosasih, Vinsen and Purnama Yanti Purba (2021) “The Influence of Customer Experience, Customer Delight, and Perception, and on Online Shopping Customer Loyalty (Case Study on Students in Medan City)”, Jurnal Mantik, 5(2), pp. 670-678. doi: 10.35335/mantik.Vol5.2021.1381.pp670-678.
References
[1] Azhari, Muhamad Iqbal. Dahlan Fanani. M. Kholid Mawardi. Pengaruh Customer Experience Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan (Survei pada Pelanggan KFC Kawi Malang). Fakultas Ilmu Administrasi. Universitas Brawijaya. Malang. 2015
[2] Dirbawanto, Nana Dyki dan Endang Sutrasmawati. Pengaruh Customer Experience dan Brand Trust Terhadap Customer Royalty. Jurusan Manajemen, Fakultas Ekonomi, Universitas Negeri Semarang, Indonesia. 2016
[3] Ghozali, Imam. Metode Penelitian.Jakarta: Penerbit Universitas Diponegoro. 2013
[4] Hasan, Ali. Marketing dan Kasus-Kasus Pilihan. Cetakan Pertama. Yogyakarta: CAPS. 2014
[5] Kwong, Kenneth, K., and Yau, Oliver, H.M. ”The Conceptualization of Customer Delight: a Research Framework”. Asian Pacific Management Review 7 (2), 255–266. Manado. Vol. 1 No. 4Linda Karya. 2002
[6] Sari, Nilam Pusvita. pengaruh pelayanan dan persepsi konsumen terhadap loyalitas konsumen dengan kepuasan konsumen sebagai variable intervening pada Eka Prima Motor Pematangsiantar. Jurnal SULTANIST.2017
[7] Sugiyono.Metode Penelitian Administrasi Dilengkapi Dengan Metode R&D. Cetakan Kedua Puluh Tiga. Bandung: Alfabeta. 2016
[8] Sugiyono. Metode Penelitian Kuantitatif Kualitatif dan R&D. Cetakan Kedua Puluh Dua. Bandung: Alfabeta. 2015
[9] Thoifah, I’anatut. Statistika Pendidikan dan Metode Penelitian Kuantitatif. Malang: Madani. 2015
[10] Wibowo, Lili Adi dan Priansa, Donni Juni. Manajemen Komunikasi Dan Pemasaran. Bandung : Alfabeta. 2017
[11] Widjojo, Handyanto. Dkk. Sari-Sari Pemasaran dan Aplikasinya di Dunia Bisnis. Cetakan Kedua. Jakarta: Prasetiya Mulya Publishing. 2018
[12] https://www.j-express.id/tren-dan-peluang-e-commerce-indonesia-di-tahun-2020/69