Andhike, Marcelino and Subali, Stefanus Budy Widjaja and Setyawan, Antonius Budhiman (2024) The Impact of Timeliness, Availability, Condition, and Return on Customer Satisfaction and Customer Loyalty at IKEA Ciputra World Surabaya. In: The International Conference of Local Wisdom for The Sustainability of Science, Technology, and Community Development, 21-22 Agustus 2024, Universitas Halmahera (UNEIRA). (Submitted)
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Abstract
Abstract — The purpose of this research is to understand and analyze timeliness, availability, condition, and return on customer satisfaction and customer loyalty in three omnichannel purchasing scenarios at IKEA Ciputra World Surabaya. Data processing was performed using SEM (Structural Equation Modeling) with IBM SPSS Statistics 25 and AMOS 22 using three scenarios models. The data used in this study are primary data obtained from questionnaires. The research sample used in this study was 480 respondents. This research uses a non-probability sampling technique. The results of this study in the BOSD (buy online ship direct) scenario show that there is a positive and significant influence on timeliness and return on customer satisfaction and customer satisfaction on customer loyalty. However, availability and condition have no effect on customer satisfaction and timeliness, availability, condition and return have no effect on customer loyalty. The BOPS (buy online pick up in store) scenario shows that there is a positive influence of timeliness and condition on customer satisfaction and customer satisfaction on customer loyalty. However, availability and return have no effect on customer satisfaction and timeliness, availability, condition, return have no effect on customer loyalty. At last, the BSSD (buy in store ship direct) scenario shows that there is a positive influence of timeliness, condition and return on customer satisfaction and customer satisfaction on customer loyalty. However, availability has no effect on customer satisfaction and timeliness, availability, condition, returns have no effect on customer loyalty. Keywords : logistic service quality, omnichannel, customer satisfaction, customer loyalty
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Uncontrolled Keywords: | logistic service quality, omnichannel, customer satisfaction, customer loyalty |
| Subjects: | T Technology > TX Home economics |
| Divisions: | Faculty of Business and Economic > Department of Management |
| Depositing User: | Stefanus Budi Widjaja Subali 3173 |
| Date Deposited: | 19 Aug 2024 03:17 |
| Last Modified: | 19 Aug 2024 03:17 |
| URI: | http://repository.ubaya.ac.id/id/eprint/46953 |
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