Customer Experience - Science topic

Marketing science is a multidisciplinary perspective and dynamic field that constantly evolves with advancements in technology, data analytics, and consumer behavior. The proposed book would benefit scientists, advanced students and researchers interested in examining the future of marketing and consumer science research. Topics included:• AI and M...

Academic staff, practitioners, PhD students, undergraduates and graduates are welcome to submit contributions related but not limited to the following topics. For more details, visit: https://tbs.ubbcluj.ro/conference/ or contact us at: conference.tbs@ubbcluj.ro conference.tbs.mtbht@gmail.com e-mail subject: 2024 Conference Conference Topics -...

The rapid growth of digital technology and the Internet has opened new avenues for business, particularly in the field of e-commerce. Online shopping has become the prevailing trend for purchasing goods and services, reshaping market dynamics. Blibli.com is a subsidiary of Djarum in the digital sector established in 2010 and is the original Indones...

This study aims to analyze the effect of psychological engagement, customer experience, and customer emotional attachment on customer loyalty. The analysis technique used is a descriptive analysis technique with a quantitative approach where data collection is carried out cross-sectionally. The number of samples used in this study is 153 respondent...

Huge budgets are spent on promoting products that users do not need, and that are not easy and pleasant to use. Product designers and user experience specialists often work under marketing departments in banks and become hostages to the race for profit. Unfortunately, the impact of a profit-driven mindset and culture is still poorly understood and...

In the ever-changing and fiercely competitive global market, businesses must give utmost importance to the creation of a distinctive and outstanding customer experience. The maintenance of a loyal customer base over time relies on the effective execution of a well-planned strategy. The effective execution of these strategies is pivotal in nurturing...

Fumigation website is a website owned by PT. Prana Argentum which is used as a platform for disseminating information related to pest control. However, based on interviews with company owners, there are some drawbacks such as the appearance of the website is not very user friendly, the information provided is difficult to find. This is also support...

The advent of the digital revolution has radically transformed the modern financial scene in the United Kingdom. This dissertation examines the various implications of digital transformation in the UK banking sector, specifically focusing on Lloyds Bank. This study navigates the complex terrain of digital banking using an integrated research method...

This paper is a literature review of the intersection field between Artificial Intelligence (AI) and Customer Experience (CX). We analyzed and synthesized the most recent and prominent literature on the subject, providing an overview of the state of the art, through articles found in the Scopus database. Among the main findings, it is noteworthy th...

Blockchain technology is emerging as a high-impact solution for the tourism industry, a topic chosen for its growing research relevance and potential to revolutionise the tourism sector in several areas. This study examines how the combination of Blockchain technology and P2P platforms advances sustainability and marketing in the tourism accommodat...

Este artículo presenta una estrategia basada la implementación de una macro de Excel para el desafío crítico de la gestión de productos caducados en una tienda de autoservicio. La gestión efectiva de fechas de caducidad es fundamental para minimizar las pérdidas y mantener la calidad de los productos ofrecidos a los clientes. En este trabajo se imp...

Servitização, um conceito que envolve a transição de empresas de manufatura tradicionais para a oferta de serviços de valor agregado, tem surgido como uma estratégia promissora na era da Indústria 4.0. No entanto, a implementação efetiva da digitalização na servitização requer a adoção de ferramentas tecnológicas facilitadoras. Neste artigo, analis...

As transformações digitais no ecossistema financeiro, tem se mostrado desafiadoras, frente a premissa de atender as mudanças de comportamento dos clientes. O objetivo do estudo consiste em caracterizar o perfil da produção científica, nacional e internacional sobre as transformações digitais e open banking em modelos de negócios financeiros. Trata-...

Design thinking and the customer journey play a fundamental role in improving service in sports centers. By adopting user-centered approaches, sports facilities can better understand patrons' needs, wants and experiences. Design thinking allows managers of these centers to identify opportunities for innovation, develop creative solutions to improve...

Purpose: This paper focuses on assessing and enhancing the customer’s journey at a laundry company in Saudi Arabia. This begins from the moment the customer arrives at the car park, including the process of receiving the services and subsequently making payment. Design, Methodology, Approach: A mixed-method approach was employed and qualitative dat...

La gestión eficaz de datos es esencial para las empresas más allá de la cadena de suministro porque influye tanto en la toma de decisiones, la experiencia del cliente, las estrategias de marketing, el desarrollo de productos, la eficiencia operativa, el cumplimiento y la mitigación de riesgos. Al reconocer la importancia de los datos e implementar...

Teori mengenai pengalaman konsumen telah lama dikemukan oleh para ahli, bahkan mulai tahun 1990. Pengungkapan teori ini diawal tahun 1990 dalam kontek bisnis secara tradisonal dan konvensional. Bisnis masih dihadapkan pada pembelian dan konsumen secara langusung, bertemu tatapmuka, berinteraksi langsung, dan konsumen masih dapat melihat dan mencoba...

The fast-moving consumer goods (FMCG) retail business in Indonesia has been experiencing rapid growth since 2019. With over 3.6 million traditional retailers (warungs), the Indonesian economy has greatly benefited from this industry, with a business potential of up to US$ 58 billions (Maulana, 2022). As digital transformation continues, business ow...

PT. KAI (Persero) is a State-Owned Enterprise (BUMN) engaged in transportation services for transporting passengers, goods, and containers. In 2019 PT. KAI (Persero) seeks to increase the number of passengers by applying for special-fare train tickets. This study aims to determine the effect of customer experience, word of mouth, and price percepti...

Penelitian ini bertujuan untuk mengetahui pengaruh variabel cita rasa, harga, customer experience, promosi media sosial dan citra merek terhadap kepuasan pelanggan Janji Jiwa Bekasi Barat. Metode analisis pada penelitian ini menggunakan data kuantitatif dan sumber dari data primer. Teknik pengambilan sampel menggunakan non probability sampling deng...

Researchers have shifted their focus to investigating the cognitive, emotional, and behavioural elements of the customer’s consumption experience following the application of a customer-centric approach by businesses in their operations. This review paper attempts to conceptualize the role of customer experiences (CE) of retail organic foods using...

Study objective: To assess customer experience in luxury services as well as behavioral consequences of this experience on customers: satisfaction and loyalty. Methodology/Approach: This paper uses a quantitative methodology. The questionnaire was answered by 482 respondents. A Structural Equation Model Based on Partial Least Squares (PLS-SEM) was...

Real-time data can be collected and analysed with the assistance of artificial intelligence and digital technological that would enable faster and more accurate decision-making and enable ascertaining of patterns and trends of market. Involvement of such technological tools and with the disruption of technology in the system improves operational ef...

Digital service provision has undergone a period of considerable change because of the COVID-19 pandemic, and the challenges of delivering a positive customer experience through digital services are still relevant to this day. The bibliometric analysis carried out in the study showed that this has accelerated research on the modeling of customer ex...

Este ensaio teórico apresenta uma discussão sobre como a inovação aberta pode ser um catalisador para a Transformação Digital (TD), propondo um framework integrativo. Embora a maior parte da literatura corrente aborde como a TD promove a inovação aberta, este ensaio entende ser válida também a perspectiva de envolvimento da organização em ambientes...

IntroductionLiquidity is one of the problems faced by insurance companies, including AJB Bumiputera Medan Branch. This liquidity problem has an impact on many aspects of the insurance business so an appropriate strategy is needed to overcome it.Objectives This research is intended to analyze the strategies used by AJB Bumiputera 1912 Medan Branch t...

This research was made with the aim of analyzing the relationship between Customer Experience and Consumer Purchase Interest and how much influence Customer Experience has on Consumer Purchase Interest. Based on the results of tests conducted by researchers in this study, it proves that there is a significant influence from customer experience on c...

Objective of research is to investigate the effect of customer experience and brand awarness on customer loyalty among Yoshinoya restaurant customers in DKI Jakarta, both directly and indirectly with mediation of customer satisfaction. This study use quantitative approach. A survey was conducted with 171 respondents who had consumed products of Yos...

O Comércio eletrônico tem se popularizado cada vez mais, mas usuários com problemas de escrita podem enfrentar dificuldades na busca de produtos. A mineração de texto pode ajudar a melhorar a experiência e devolver melhores resultados para esses usuários. Este artigo apresenta um estudo de caso que analisou o desempenho do algoritmo de similaridade...

Bu çalışmanın amacı, müşterilerin turizm deneyimlerinin hatırlanabilir olmasında müşteri-hizmet personeli etkileşiminin rolünü belirlemektir. Hatırlanabilir turizm deneyimini personel-müşteri etkileşimi kaynaklı biçimlendiren faktörleri belirlemek, olumlu ve olumsuz deneyimler bağlamında bu faktörleri karşılaştırmalı olarak incelemek ve önem seviye...

Perakendeciler daimî olarak tüketicilere sundukları değeri arttırmak için çaba içindedirler. Özellikle çok kanallı market perakendecileri, geleceğin perakende sektöründe kendilerini rakiplerinden farklı kılmak için müşteri odaklı bir çevrimiçi deneyim tasarlamak ve çevrimiçi hizmet esnasındaki sınırlı temas süresi içinde müşterilere olumlu bir dene...

The main purpose of this research is to confirm the relationship between Customer Experience and Repurchase intention in Swiss-Café Restaurant Lampung. The analytical method used in this research includes Mean descriptive statistics analysis, classical assumption test, simple linear regression, and hypothesis test. The result gathered from t test s...

Zusammenfassung Automatisierung mithilfe von Conversational AIs ist in der Finanzwelt keine Seltenheit mehr. Banken und Versicherungen stehen vor der großen Herausforderung, trotz Automatisierung ein möglichst individuelles Kundenerlebnis zu bieten. Character Computing ist eine Methode, die aufzeigt wie Conversational AIs zur Steigerung der Custome...

The contemporary business landscape has undergone significant transformations, resulting in a highly competitive atmosphere. The onset of the second wave of digitization and technological innovation occurred in the early 2010s, and the COVID-19 pandemic further amplified its momentum. The second wave pertains to digitalizing the industrial sector,...

This study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer experience, physical customer experience and social-identity customer experience on customer retention...

The purpose of this study is to ascertain how customer engagement, customer experience, and service innovation impact customer loyalty. This study employs quantitative research techniques, and SmartPLS 3.0 is used for data processing. Non-probability sampling is used with purposeful sampling media, and questionnaires with a linear scale are used to...

Uniqlo’s collaboration with luxury brand Marni brings Marni’s signature aesthetic at an affordable price. This study aims to describe the customer experience of Uniqlo Marni products in Indonesia. The research method uses a qualitative descriptive approach. Data collection was carried out through semi- structured research by interviewing Uniqlo cus...

With the rise of Industry 4.0 technology, e-commerce platforms have the opportunity to enhance their operations and improve customer experience. Industry 4.0 technology, which includes the Internet of Things (IoT), artificial intelligence (AI), and blockchain, has the possibility to revolutionize e-commerce by enabling personalized, secure, and con...

The COVID-19 pandemic has accelerated the adoption of many kinds of technology in the food service industry. One of the commonly encountered technologies is Self-Order Kiosk (SOK). This study aims to determine the impact of self-order kiosks related to their service quality on customer experiences, whether it is satisfied or not. The research focus...

The banking sectors are optimistic that electronic banking (E-banking) will help them provide better customer service and strengthen customer relationships. Despite this, a relatively low priority has been given to the level of satisfaction that E-banking users in Bangladesh have regarding the quality of the services they receive and their overall...

This research was conducted to derive the key factors responsible for influencing the enhanced customer experience in the Indian telecom sector and practical solutions that will help elevate the customer experience in the Indian telecom sector. This research validated the Indian mobile customers' preferences for factors that can improve their key t...

Penelitian ini bertujuan untuk menguji pengaruh experiential marketing, customer experience, dan ekuitas merek terhadap minat beli ulang produk MS Glow (studi kasus masyarakat dikota Padag). Sampel dalmam penelitian ini terdiri dari 90 orang dengan teknik pengambilan sampel purposive sampling. Metode analisis data dalam penelitian ini menggunakan p...

Technological developments have changed the music industry, music consumption preferences have changed from purchasing physical albums to downloading digitally released music. The shift from a proprietary to a streaming-based business model is underway in various industries such as movies, games, and books. The digital music industry has already ex...

In Indonesia's rapidly growing e-commerce industry, customer experience, engagement, and loyalty are pivotal variables for business success and sustainability. By addressing gaps in understanding these critical factors to enhance positive customer experiences, optimize engagement levels, and fortify customer loyalty. This research aims to identify...

Airports are often the centers driving the economic development of the local community in which they are located and have a significant impact on national economies. Therefore, infrastructural airport development is of great importance. New airport infrastructure has an impact on the improvement of the customer experience, but with the assumption t...

One of the emerging business model changes is the emergence of the e-commerce industry. E-commerce Company can develop if customers are satisfied and the service quality is also good. The subject of this research is about the impact of Customer Satisfaction, Customer Experience, and Electronic Service Quality on Customer Confidence in Buying Digita...

This study evaluated digital literacy and customer experience of small and medium enterprises in Enugu state. The objectives were to: Examine the relationship between creativity and reliability of small and medium enterprises and identify the relationship between functional skills and the integrity of small and medium enterprises in Enugu state. Th...

With the diverse demands of customers for their accommodation experiences, integrated resorts have emerged and have been popular among tourists. Meanwhile, in the context of Tourism and Hospitality 4.0, online information collection and marketing has been one of the most effective strategies for industry operators and investors. Thus, the present s...

The article presented here involves examining the impact of online customer service burnout on customer experience, and also then to show how customer service burnout can be alleviated using the credible neural network and thus improving customer experience overall. A quantitative method was used which involved using a questionnaire to collect data...

This research is intended to discuss the effect of consumer experience, customer value, and ease of use on repurchasing as the research object for product buyers at the Shopee online store. This study used a sample of 100 respondents, and used an accidental sampling technique, by distributing questionnaires to respondents who had purchased products...

Data Science has emerged as a transformative field that harnesses the power of data to generate insights, drive decision-making, and shape the future across various industries. As we stand at the precipice of technological advancement, the future scope of Data Science presents a panorama of exciting opportunities and daunting challenges. Opportuni...

Objectives: The main aim of the current study is to explore the impact of employing Metaverse marketing (Presence, Avatar, Home Space, Teleporting, Interoperability, Privacy and Safety, Virtual Goods, and Natural Interfaces) through gaming platforms and its influence on customer experience. Methods: The methodological approach of the study was quan...

The advent of Artificial Intelligence has ignited a paradigm shift in the world of marketing. This book presents a comprehensive exploration of how AI is redefining marketing strategies and reshaping customer engagement. The introductory section provides a foundational understanding of AI and its relevance in the marketing landscape. It highlights...

This study reviews the relationship between customer perception factors and AI-enabled customer experience in the Ecuadorian banking industry. The study employs a self-designed online questionnaire with five factors for customer perception (convenience in use, personalization, trust, customer loyalty, and customer satisfaction) and two categories f...

The emergence of digital banks in Indonesia, such as Blu by BCA, Bank Jago, Allo Bank, and Bank Neo Commerce has been driven by the positive response from the public and the increasing demand for digital banking services, especially in the Covid-19 pandemic. With the growth of digital banking in Indonesia, it is important to understand the factors...

This paper aims to examine and analyze the impact of customer experience, switching barriers and customer satisfaction on repeat purchase decisions in Balung Retail SMEs, Jember Regency. The population of this study were all retail buyers in Balung, Jember Regency. The number of samples was determined by 100 respondents with the condition that the...

En este trabajo se presenta el marco teórico-conceptual que sustenta la investigación doctoral “La transformación digital como herramienta para la innovación en una PyME de seguridad tecnológica”, tiene como objetivo establecer los elementos clave a partir de los cuales se sistematiza la transformación digital en las organizaciones. La metodología...

In today’s competitive business landscape, providing an exceptional customer experience has become a crucial differentiator for companies across industries. The sales force, being the frontline representatives of the organization, directly influences customer interactions and satisfaction levels. Striking the right balance in the sales force size i...

The main purpose of this study is to analyze the effect pf Omni-Channel on E-Purchase Intention, P-Purchase Intention, Customer Experience and Customer Satisfaction and how brands use Omni-Channel to meet customer needs in retail fashion in Indonesia. This study uses primary data, the respondents in this study are people who have shopped fashion wi...

The main purpose of this study is to analyze the effect pf Omni-Channel on E-Purchase Intention, P-Purchase Intention, Customer Experience and Customer Satisfaction and how brands use Omni-Channel to meet customer needs in retail fashion in Indonesia. This study uses primary data, the respondents in this study are people who have shopped fashion wi...

Psychology research has long informed the fields of CX (Customer Experience) and UX (User Experience) to improve individuals’ technology-mediated relationships and interactions with brands and organizations. Now, CX and UX insights should be leveraged to improve “PX”—the Participant Experience in psychology research. This presentation reviews how C...

the paper aims to investigate the relationship between augmented reality, customer purchase intention, customer brand relationship and customer experience using survey data from 320 respondents. The study uses Chi-square test via Kruskal-Walis test to determine if the hypotheses were accepted or rejected. The existence of the relationship between v...

This study shows that most customers are frustrated because of the unintelligible communication they usually have with Immigrants Customer Service Relations (ICSRs). Customers’ experience worsens when they find it difficult to understand the customer representatives they are communicating with because their accents make them unintelligible, causing...

This study aims to develop a research instrument that measures e-banking customers’ experience of online banking services. In addition, the study aims to validate and define the newly developed instrument and to explore the factors influencing customers’ experiences with banking e-services in Saudi Arabia. An electronic database search was used to...

Restoran adalah fasilitas yang terbuka untuk umum dan berusaha menawarkan kenyamanan kepada para tamu serta pengalaman bersantap yang positif. Keberhasilan sebuah restoran didukung oleh kualitas pengalaman pelanggan. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana pengalaman pelanggan Restoran Tian Jing Lou mempengaruhi niat pengunjung...

Consumer satisfaction and customer experience are key predictors of an organization's future market growth, long-term customer loyalty, and profitability but are hard to maintain in marketplaces with abundance of choice. Building on self-determination theory, we experimentally test a novel intervention that leverages consumer need for autonomy. The...

Housing is one of society's essential needs, and PT. Grand Zamzam Indonesia is a property developer in Lumajang. Due to the rapid competition in the housing market, Integrated Marketing Communication (IMC) is crucial to provide the right customer experience and maximize purchasing decisions. The questionnaire was distributed directly to customers (...

Hospitality and tourism are among the worst-affected industries during this pandemic, with a global drop in demand. These industries are operating under strict restrictions, and a “new normal” needs to be defined. Because of its disruptive effects, hospitality and tourism providers must redesign the customer experience (CX), which is considered the...

Due to COVID-19 restrictions, many restaurants were forced to discontinue in-person service, either by locking down or finding alternative methods of operation. Despite the fact that, in the United States of America, digital restaurants have already been established for many years, in Greece, this phenomenon became popular during the pandemic. Thes...

This paper presents research on precursors that can generate unique and attractive retail experiences when using artificial intelligence. Among them are safe technology, ethical aspects, and customer-friendly technology. The motivation for choosing this topic is that it gives a global, current perspective and arouses interest, curiosity, uncertaint...

The study examines the peculiarities of the use of information systems and digital technologies, digitization of the organization of logistics processes, increasing the volume of e-commerce, personalization of logistics services, as well as management of relationships with consumers of enterprises of various types of economic activity. These questi...

Currently, the technologies associated with the web and telecommunications have an essential role in different areas, such as education, medicine, tourism, commerce, among others. The coronavirus pandemic (COVID-19) accelerated the process of adopting these technologies. The announcement of the metaverse and its large number of opportunities, immer...

This study aims to find out that Financial Performance in a company that provides Digital Bank services can be influenced by consumer perceptions represented through the variables of Customer Experience, Customer Satisfaction and Customer Loyalty. The data were collected using a survey aimed at users of Digital Bank services in Indonesia which was...

This study aims to find out that Financial Performance in a company that provides Digital Bank services can be influenced by consumer perceptions represented through the variables of Customer Experience, Customer Satisfaction and Customer Loyalty. The data were collected using a survey aimed at users of Digital Bank services in Indonesia which was...

This study aims to find out that Financial Performance in a company that provides Digital Bank services can be influenced by consumer perceptions represented through the variables of Customer Experience, Customer Satisfaction and Customer Loyalty. The data were collected using a survey aimed at users of Digital Bank services in Indonesia which was...

Metaverse adalah dunia virtual yang semakin populer. Ini adalah tempat di mana orang dapat berinteraksi satu sama lain, bermain game, dan bahkan berbelanja. Saat metaverse terus berkembang, bisnis mulai melihat potensi untuk menciptakan pengalaman pelanggan yang dipersonalisasi. Dalam artikel ini, kita akan mengeksplorasi bagaimana bisnis dapat men...

This study aims to analyze the impact of Servicescape on Customer Experience and Tourist Revisit Intention in trendy tourist destinations, utilizing a quantitative approach. The primary data for this study were collected from 160 respondents belonging to Generations Y and Z, who had visited various tourist destinations across multiple locations in...

This study aims to analyze the impact of Servicescape on Customer Experience and Tourist Revisit Intention in trendy tourist destinations, utilizing a quantitative approach. The primary data for this study were collected from 160 respondents belonging to Generations Y and Z, who had visited various tourist destinations across multiple locations in...

Las empresas en el mundo globalizado emplean el outsourcing como modelo productivo, optan por la subcontrata de empresas especializadas en diferentes rubros de trabajo. Bajo este contexto el objetivo de este estudio es determinar la relación entre el outsourcing como modelo productivo y fidelización de clientes de una empresa financiera, para ello...

Esta investigación tuvo como objetivo diseñar una estrategia de neuromarketing gastronómico para mejorar la atención al cliente de la Broasteria “TOTIS” de la ciudad de Potosí, en Bolivia. Se aplicó el diseño de campo, longitudinal, contemporáneo y mixto con enfoque cuantitativo y cualitativo. Las técnicas fueron la entrevista, la observación direc...

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...

Due to the rapid growth of the book subscription club market, analyzing the customer experience journey is becoming an increasingly important task, with the goal of retaining the customer for as long as possible in the club. Therefore, it is essential that the companies in this field have a properly functioning process chain to provide the customer...