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"Penelitian ini mengeksplorasi pengaruh customer experience terhadap loyalitas pengguna aplikasi fintech investasi di Indonesia. Transformasi radikal di sektor keuangan, dipicu oleh perkembangan fintech, telah mengubah cara masyarakat mengakses layanan keuangan dengan menyediakan sistem transaksi yang lebih efisien. Penelitian ini berfokus pada faktor-faktor yang memengaruhi customer experience, termasuk ease of use, perceived value, customer support, perceived risk, speed dan perceived firm innovativeness, serta pengaruhnya terhadap loyalty intention. Data dikumpulkan dari 301 responden pengguna aplikasi fintech investasi di Indonesia dan dianalisis menggunakan teknik Partial Least Squares – Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa kemudahan penggunaan, nilai yang dirasakan, jaminan keamanan, kecepatan layanan, dan inovasi perusahaan memiliki pengaruh signifikan terhadap customer experience. Customer experience juga terbukti berpengaruh signifikan terhadap niat loyalitas pengguna. Temuan ini memberikan wawasan bagi perusahaan fintech investasi untuk meningkatkan kualitas layanan mereka dan memperkuat ikatan dengan pelanggan.

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This research explores the influence of customer experience on user loyalty of investment fintech apps in Indonesia. The radical transformation in the financial sector, triggered by the development of fintech, has changed the way people access financial services by providing a more efficient transaction system. This study focuses on the factors that influence customer experience, including ease of use, perceived value, customer support, perceived risk, speed and perceived firm innovativeness, and their influence on loyalty intention. Data were collected from 301 respondents of investment fintech application users in Indonesia and analyzed using Partial Least Squares - Structural Equation Modeling (PLS-SEM) technique. The results showed that ease of use, perceived value, security assurance, service speed, and company innovation have a significant influence on customer experience. Customer experience is also proven to have a significant effect on user loyalty intentions. The findings provide insights for investment fintech companies to improve their service quality and strengthen bonds with customers."

"Teknologi keuangan saat ini berpengaruh terhadap banyak aspek yang mencakup peluang dan tantangan bagi individu, bisnis, dan lembaga keuangan itu sendiri. Dalam bisnis perbankan, penggunaan bank digital terus meningkat seperti yang tercatat pada laba/rugi bersih bank digital di Indonesia pada semester I-2023 terlihat bahwa mayoritas emiten bank digital di Indonesia mengalami pertumbuhan yang positif. Layanan teknologi informasi dalam dunia fintech (financial technology) ini cukup baru sehingga studi terkait bank digital masih sangat terbatas terutama pembahasan terkait keberlanjutan penggunaannya. Oleh karena itu, penulis melakukan penelitian ini dengan harapan agar dapat menambah wawasan baru mengenai fintech post adoption. Penelitian ini menggunakan pendekatan mixed-method untuk memperoleh pemahaman mendalam terkait loyalitas yang merangkum keinginan untuk terus menggunakan dan penggunaan nyata bank digital. Data identifikasi variabel penelitian dikumpulkan melalui wawancara dengan 13 narasumber pengguna bank digital dan dianalisis menggunakan thematic analysis. Hasil analisis digunakan untuk membuat model survei yang diisi secara valid oleh 491 responden dan data diolah menggunakan covariance-based structural equation modelling (CB-SEM). Data konfirmasi dikumpulkan melalui wawancara dengan 11 narasumber yang diambil dari responden survei dan dianalisis dengan content analysis. Penelitian ini menggunakan dua perspektif utama yaitu user satisfaction dengan faktor-faktor eksternal (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) dan personal innovativeness. Hasil penelitian menunjukkan bahwa (1) perceived aesthetics memiliki pengaruh signifikan terhadap perceived ease of use penggunaan bank digital, (2) perceived aesthetics dan perceived ease of use memiliki pengaruh signifikan terhadap perceived usefulness penggunaan bank digital, (3) perceived usefulness, perceived ease of use, perceived security, dan integration memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, sedangkan convenience value, economic benefits, dan perceived aesthetics tidak memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, (4) satisfaction dan personal innovativeness memiliki pengaruh signifikan terhadap continuance intention penggunaan bank digital, dan (5) continuance intention memiliki pengaruh signifikan terhadap actual usage penggunaan bank digital. Untuk meningkatkan intensi keberlanjutan penggunaan, penyedia layanan bank digital harus fokus pada peningkatan kualitas layanan untuk meningkatkan kepuasan pengguna dan proaktif dalam mengadopsi teknologi serta fitur inovatif.

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Financial technology currently influences many aspects that include opportunities and challenges for individuals, businesses, and financial institutions themselves. In the banking business, the use of digital banks continues to increase as recorded in the net profit/loss of digital banks in Indonesia in the first semester of 2023, where it appears that the majority of digital bank issuers in Indonesia experienced positive growth. Information technology services in this financial technology (fintech) world are relatively new, so studies related to digital banks are still very limited, especially discussions regarding the continuance of their use. Therefore, the authors conducted this research in the hope of gaining new insights regarding fintech post-adoption. This research uses a mixed-method approach to gain an in-depth understanding of loyalty, which encapsulates the continuance intention to use and actual use of digital banks. Research variable identification data was collected through interviews with 13 digital bank user respondents and analyzed using thematic analysis. The results of the analysis were used to create a survey model that was validly filled out by 491 respondents, and the data was processed using covariance-based structural equation modeling (CB-SEM). Confirmation data was collected through interviews with 11 respondents taken from the survey respondents and analyzed using content analysis. This research uses two main perspectives, namely user satisfaction with external factors (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) and personal innovativeness. The research results show that (1) perceived aesthetics have a significant influence on the perceived ease of use of digital bank usage, (2) perceived aesthetics and perceived ease of use have a significant influence on the perceived usefulness of digital bank usage, (3) perceived usefulness, perceived ease of use, perceived security, and integration have a significant influence on satisfaction with digital bank usage, while convenience value, economic benefits, and perceived aesthetics do not have a significant influence on satisfaction with digital bank usage, (4) satisfaction and personal innovativeness have a significant influence on continuance intention of digital bank usage, and (5) continuance intention has a significant influence on actual usage of digital banks. To increase the intention to continue using, digital bank service providers must focus on improving service quality to increase user satisfaction and be proactive in adopting innovative technology and features."

"Teknologi keuangan saat ini berpengaruh terhadap banyak aspek yang mencakup peluang dan tantangan bagi individu, bisnis, dan lembaga keuangan itu sendiri. Dalam bisnis perbankan, penggunaan bank digital terus meningkat seperti yang tercatat pada laba/rugi bersih bank digital di Indonesia pada semester I-2023 terlihat bahwa mayoritas emiten bank digital di Indonesia mengalami pertumbuhan yang positif. Layanan teknologi informasi dalam dunia fintech (financial technology) ini cukup baru sehingga studi terkait bank digital masih sangat terbatas terutama pembahasan terkait keberlanjutan penggunaannya. Oleh karena itu, penulis melakukan penelitian ini dengan harapan agar dapat menambah wawasan baru mengenai fintech post adoption. Penelitian ini menggunakan pendekatan mixed-method untuk memperoleh pemahaman mendalam terkait loyalitas yang merangkum keinginan untuk terus menggunakan dan penggunaan nyata bank digital. Data identifikasi variabel penelitian dikumpulkan melalui wawancara dengan 13 narasumber pengguna bank digital dan dianalisis menggunakan thematic analysis. Hasil analisis digunakan untuk membuat model survei yang diisi secara valid oleh 491 responden dan data diolah menggunakan covariance-based structural equation modelling (CB-SEM). Data konfirmasi dikumpulkan melalui wawancara dengan 11 narasumber yang diambil dari responden survei dan dianalisis dengan content analysis. Penelitian ini menggunakan dua perspektif utama yaitu user satisfaction dengan faktor-faktor eksternal (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) dan personal innovativeness. Hasil penelitian menunjukkan bahwa (1) perceived aesthetics memiliki pengaruh signifikan terhadap perceived ease of use penggunaan bank digital, (2) perceived aesthetics dan perceived ease of use memiliki pengaruh signifikan terhadap perceived usefulness penggunaan bank digital, (3) perceived usefulness, perceived ease of use, perceived security, dan integration memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, sedangkan convenience value, economic benefits, dan perceived aesthetics tidak memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, (4) satisfaction dan personal innovativeness memiliki pengaruh signifikan terhadap continuance intention penggunaan bank digital, dan (5) continuance intention memiliki pengaruh signifikan terhadap actual usage penggunaan bank digital. Untuk meningkatkan intensi keberlanjutan penggunaan, penyedia layanan bank digital harus fokus pada peningkatan kualitas layanan untuk meningkatkan kepuasan pengguna dan proaktif dalam mengadopsi teknologi serta fitur inovatif.

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Financial technology currently influences many aspects that include opportunities and challenges for individuals, businesses, and financial institutions themselves. In the banking business, the use of digital banks continues to increase as recorded in the net profit/loss of digital banks in Indonesia in the first semester of 2023, where it appears that the majority of digital bank issuers in Indonesia experienced positive growth. Information technology services in this financial technology (fintech) world are relatively new, so studies related to digital banks are still very limited, especially discussions regarding the continuance of their use. Therefore, the authors conducted this research in the hope of gaining new insights regarding fintech post-adoption. This research uses a mixed-method approach to gain an in-depth understanding of loyalty, which encapsulates the continuance intention to use and actual use of digital banks. Research variable identification data was collected through interviews with 13 digital bank user respondents and analyzed using thematic analysis. The results of the analysis were used to create a survey model that was validly filled out by 491 respondents, and the data was processed using covariance-based structural equation modeling (CB-SEM). Confirmation data was collected through interviews with 11 respondents taken from the survey respondents and analyzed using content analysis. This research uses two main perspectives, namely user satisfaction with external factors (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) and personal innovativeness. The research results show that (1) perceived aesthetics have a significant influence on the perceived ease of use of digital bank usage, (2) perceived aesthetics and perceived ease of use have a significant influence on the perceived usefulness of digital bank usage, (3) perceived usefulness, perceived ease of use, perceived security, and integration have a significant influence on satisfaction with digital bank usage, while convenience value, economic benefits, and perceived aesthetics do not have a significant influence on satisfaction with digital bank usage, (4) satisfaction and personal innovativeness have a significant influence on continuance intention of digital bank usage, and (5) continuance intention has a significant influence on actual usage of digital banks. To increase the intention to continue using, digital bank service providers must focus on improving service quality to increase user satisfaction and be proactive in adopting innovative technology and features."

"Teknologi keuangan saat ini berpengaruh terhadap banyak aspek yang mencakup peluang dan tantangan bagi individu, bisnis, dan lembaga keuangan itu sendiri. Dalam bisnis perbankan, penggunaan bank digital terus meningkat seperti yang tercatat pada laba/rugi bersih bank digital di Indonesia pada semester I-2023 terlihat bahwa mayoritas emiten bank digital di Indonesia mengalami pertumbuhan yang positif. Layanan teknologi informasi dalam dunia fintech (financial technology) ini cukup baru sehingga studi terkait bank digital masih sangat terbatas terutama pembahasan terkait keberlanjutan penggunaannya. Oleh karena itu, penulis melakukan penelitian ini dengan harapan agar dapat menambah wawasan baru mengenai fintech post adoption. Penelitian ini menggunakan pendekatan mixed-method untuk memperoleh pemahaman mendalam terkait loyalitas yang merangkum keinginan untuk terus menggunakan dan penggunaan nyata bank digital. Data identifikasi variabel penelitian dikumpulkan melalui wawancara dengan 13 narasumber pengguna bank digital dan dianalisis menggunakan thematic analysis. Hasil analisis digunakan untuk membuat model survei yang diisi secara valid oleh 491 responden dan data diolah menggunakan covariance-based structural equation modelling (CB-SEM). Data konfirmasi dikumpulkan melalui wawancara dengan 11 narasumber yang diambil dari responden survei dan dianalisis dengan content analysis. Penelitian ini menggunakan dua perspektif utama yaitu user satisfaction dengan faktor-faktor eksternal (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) dan personal innovativeness. Hasil penelitian menunjukkan bahwa (1) perceived aesthetics memiliki pengaruh signifikan terhadap perceived ease of use penggunaan bank digital, (2) perceived aesthetics dan perceived ease of use memiliki pengaruh signifikan terhadap perceived usefulness penggunaan bank digital, (3) perceived usefulness, perceived ease of use, perceived security, dan integration memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, sedangkan convenience value, economic benefits, dan perceived aesthetics tidak memiliki pengaruh signifikan terhadap satisfaction penggunaan bank digital, (4) satisfaction dan personal innovativeness memiliki pengaruh signifikan terhadap continuance intention penggunaan bank digital, dan (5) continuance intention memiliki pengaruh signifikan terhadap actual usage penggunaan bank digital. Untuk meningkatkan intensi keberlanjutan penggunaan, penyedia layanan bank digital harus fokus pada peningkatan kualitas layanan untuk meningkatkan kepuasan pengguna dan proaktif dalam mengadopsi teknologi serta fitur inovatif.

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Financial technology currently influences many aspects that include opportunities and challenges for individuals, businesses, and financial institutions themselves. In the banking business, the use of digital banks continues to increase as recorded in the net profit/loss of digital banks in Indonesia in the first semester of 2023, where it appears that the majority of digital bank issuers in Indonesia experienced positive growth. Information technology services in this financial technology (fintech) world are relatively new, so studies related to digital banks are still very limited, especially discussions regarding the continuance of their use. Therefore, the authors conducted this research in the hope of gaining new insights regarding fintech post-adoption. This research uses a mixed-method approach to gain an in-depth understanding of loyalty, which encapsulates the continuance intention to use and actual use of digital banks. Research variable identification data was collected through interviews with 13 digital bank user respondents and analyzed using thematic analysis. The results of the analysis were used to create a survey model that was validly filled out by 491 respondents, and the data was processed using covariance-based structural equation modeling (CB-SEM). Confirmation data was collected through interviews with 11 respondents taken from the survey respondents and analyzed using content analysis. This research uses two main perspectives, namely user satisfaction with external factors (perceived ease of use, perceived usefulness, perceived security, convenience value, economic benefits, integration, perceived aesthetics) and personal innovativeness. The research results show that (1) perceived aesthetics have a significant influence on the perceived ease of use of digital bank usage, (2) perceived aesthetics and perceived ease of use have a significant influence on the perceived usefulness of digital bank usage, (3) perceived usefulness, perceived ease of use, perceived security, and integration have a significant influence on satisfaction with digital bank usage, while convenience value, economic benefits, and perceived aesthetics do not have a significant influence on satisfaction with digital bank usage, (4) satisfaction and personal innovativeness have a significant influence on continuance intention of digital bank usage, and (5) continuance intention has a significant influence on actual usage of digital banks. To increase the intention to continue using, digital bank service providers must focus on improving service quality to increase user satisfaction and be proactive in adopting innovative technology and features."

"Keberhasilan m-wallet dalam memberikan layanan yang sesuai dengan harapan pelanggan tidak hanya dilihat dari peningkatan jumlah pengguna, tetapi juga dari sisi bagaimana menjaga retensi pengguna dalam menggunakan aplikasi, salah satunya adalah dengan mengevaluasi sisi customer experience. Penelitian ini bertujuan untuk mengidentifikasi determinan dari customer experience (CX) dan bagaimana implikasi customer experience (CX) terhadap customer loyaty dan continue usage intention, dimana penelitian difokuskan pada pada aplikasi mobile wallet (m-wallet). Penelitian ini menggunakan jenis penelitian deskriptif dan teknik survei secara online terhadap 342 responden. Kemudian data diuji menggunakan metode Partial Least Squares - Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukan bahwa delapan dari 21 hipotesis dinyatakan signifikan, di mana terdapat masing-masing pengaruh yang signifikan dari trust, convenience, social influence, application attributes, dan responsiveness terhadap customer experience, kecuali customer support. Customer experience juga memiliki pengaruh yang signifikan dengan customer loyalty dan continue tusage intention. Kemudian variabel moderasi usia dan gender ditemukan tidak memoderasi masing-masing hubungan trust, convenience, social influence, application attributes, customer support, dan responsiveness terhadap customer experience. Hasil penelitian ini akan berkontribusi pada literatur tentang Customer Experience (CX) dan akan membantu penyedia layanan m-wallet dalam mengenali pentingnya CX dan merancang strategi membangun customer experience yang tepat.

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The success of m-wallet in providing services that meet customer expectations is not only seen from the increase in the number of users but also in terms of how to maintain user retention in using applications, one of which is by evaluating the customer experience side. This study aims to identify the determinants of customer experience (CX) and how the implications of consumer experience (CX) on customer loyalty and continued usage intention, where the object of this research is a mobile wallet application (m-wallet). This study uses descriptive research and online survey techniques with 342 respondents. Then the data was tested using the Partial Least Squares - Structural Equation Modeling (PLS-SEM) method. The results showed that eight of the 21 hypotheses were significant. Each significantly influenced trust, convenience, social influence, application attributes, and responsiveness towards customer experience, except for customer support. Customer experience also significantly influenced customer loyalty and continued service intention. Then the moderating variables of age and gender were found not to moderate the relationships of trust, convenience, social influence, application attributes, customer support, and responsiveness toward customer experience. The results of this study will contribute to the literature on Customer Experience (CX) and assist m-wallet service providers in recognizing the importance of CX and designing strategies to build the right customer experience."

"Tesis ini menganalisa pengaruh customer perceived value, brand trust, dan brand affect terbadap brand loyalty. Studi ini adalah riset kuantitatifyang menggunakan data primer melalui kuesioner yang disebarkan ke pengguna telepon genggrnn di Jakarta. Desain riset ini adalab riset desktiptif yang menggunakan metode analisa regresi sederbana. Hasil penelitian ini menunjukkan babwa teradapat hubungan yang positif dan signifikan antara customer perceived value, brand trust, dan brand affect dalam membangun brand loyalty.

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This thesis analyzed the effect of customer perceived value, brand trust, brand affect to build brand loyalty. This research is a quantitative research which uses primary data through questionaire from mobile phone users in Jakarta. The design of this research is a descriptive research which use simple regression method. The results of this research show that there is a positive and significant relationship between customer perceived value, brand trust, and brand affect to build brand loyalty.

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"Penelitian ini bertujuan untuk menguji pengaruh user experience dan e-service quality terhadap customer loyalty dengan mediasi customer satisfaction pada aplikasi mobile coffee shop di Indonesia. Penelitian ini merupakan penelitian kuantitatif yang menggunakan metodologi survei dengan analisis SEM-PLS dan melibatkan 270 responden yang merupakan pengguna aktif dari berbagai aplikasi mobile coffee shop. Hasil menunjukkan bahwa user experience memiliki pengaruh signifikan terhadap e-service quality dan secara langsung terhadap customer satisfaction. E-service quality tidak memiliki efek positif pada customer loyalty, penelitian ini tidak menemukan bukti yang signifikan bahwa e-service quality berdampak langsung pada customer satisfaction. Namun, customer satisfaction terbukti secara signifikan memediasi hubungan antara user experience dan customer loyalty,. Generasi juga berperan sebagai variabel moderating dalam hubungan antara customer satisfaction dan customer loyalty. Temuan ini menekankan pentingnya meningkatkan user experience dan menyarankan bahwa meningkatkan kualitas layanan elektronik mungkin tidak cukup tanpa secara langsung meningkatkan kepuasan pelanggan untuk membangun loyalitas pelanggan.

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This study aims to examine the influence of user experience and e-service quality on customer loyalty with customer satisfaction as a mediator in mobile coffee shop applications in Indonesia. This research is a quantitative research which utilizing a survey methodology with SEM-PLS analysis. This study involved 270 respondents who are active users of various mobile coffee shop applications. The results indicated that user experience significantly affects e-service quality and directly impacts customer satisfaction. Although e-service quality did not show a positive effect on customer loyalty, the study found no significant evidence that e-service quality directly impacts customer satisfaction. However, customer satisfaction significantly mediates the relationship between user experience and customer loyalty. Additionally, generation serves as a moderating variable in the relationship between customer satisfaction and customer loyalty. These findings underscore the importance of enhancing user experience and suggest that improving electronic service quality may not be sufficient without directly increasing customer satisfaction to build customer loyalty."

"Penelitian ini bertujuan untuk mengkaji dampak dari customer experience yang dibagi menjadi 4 elemen, yaitu cognitive experience, affectice experience, relational experience, dan sensorial experience, terhadap customer loyalty. Selain itu, penelitian ini juga mengkaji peran mediasi customer satisfaction dalam memperkuat pengaruh customer experience (cognitive experience, affective experience, relational experience, dan sensorial experience) terhadap customer loyalty dalam konteks penggunaan aplikasi "Alfagift" di Indonesia. Lalu, ada juga efek moderasi dari variable gender, usia, dan jenis device, yang nantinya dilihat apakah ada pengaruh yang signifikan dari perbedaan kelompok tersebut. Penelitian ini dilakukan dengan menyebarkan survei daring kepada 220 responden berusia 18-35 tahun yang pernah menggunakan aplikasi "Alfagift" selama 2 tahun ke belakang. Data yang diperoleh kemudian dianalisis menggunakan metode structural equation modeling (SEM). Hasil penelitian menunjukkan bahwa interaksi antara relational experience, sensorial experience, dan customer satisfaction berdampak positif terhadap customer loyalty. Namun, ada pengaruh yang tidak signifikan pada variable cognitive experience dan affective experience terhadap customer loyalty. Selain itu, ditemukan bahwa customer satisfaction memediasi pengaruh relational experience dan sensorial experience, namun tidak memediasi pengaruh cognitive experience dan affective experience. Untuk implikasinya, penelitian ini menyimpulkan bahwa akan lebih baik meningkatkan experience yang melibatkan relational dan sensorial konsumennya karena kedua variable tersebut terbukti signifikan dibanding 2 variable lainnya.

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This research aims to examine the impact of customer experience which is divided into 4 elements, namely cognitive experience, affective experience, relational experience, and sensorial experience, on customer loyalty. Apart from that, this research also examines the mediating role of customer satisfaction in strengthening the influence of customer experience (cognitive experience, affective experience, relational experience, and sensorial experience) on customer loyalty in the context of using the "Alfagift" application in Indonesia. Then, there is also the moderating effect of the variables gender, age, and type of device, which will later be seen to see whether there is a significant influence from these group differences. This research was conducted by distributing an online survey to 220 respondents aged 18-35 years who had used the "Alfagift" application for the past 2 years. The data obtained was then analyzed using the structural equation modeling (SEM) method. The research results show that the interaction between relational experience, sensorial experience, and customer satisfaction has a positive impact on customer loyalty. However, there is an insignificant influence on the cognitive experience and affective experience variables on customer loyalty. In addition, it was found that consumer satisfaction mediates the influence of relational experience and sensorial experience, but does not mediate the influence of cognitive experience and affective experience. As for the implications, this research concludes that it would be better to improve the experience that involves relational and sensorial consumers because these two variables have proven to be significant compared to the other two variables."

"Salah satu produk yang paling banyak dibeli melalui e-commerce Indonesia adalah apparel, khususnya bagi Generasi Z dan Milenial. Dengan persaingan e-commerce Indonesia yang ketat dan biaya yang diperlukan untuk menarik pelanggan baru lebih besar dibanding mempertahankan pelanggan yang sudah ada, perusahaan-perusahaan e-commerce memerlukan cara untuk menjaga atau meningkatkan customer loyalty. Maka dari itu, penelitian ini menginvestigasi pengaruh online shopping experience produk apparel melalui dimensi website experience, product experience, service experience, brand experience, dan emotional experience terhadap customer loyalty Generasi Z dan Milenial pada e-commerce Indonesia. Penelitian dilaksanakan melalui survey terhadap 179 responden Generasi Z/Milenial pelanggan produk apparel di e-commerce Indonesia. Penelitian ini dilaksanakan dengan uji regresi linear berganda menggunakan IBM SPSS Statistics 24 dan menunjukkan hasil bahwa product experience dan emotional experience memiliki pengaruh positif yang signifikan terhadap customer loyalty. Sementara itu, website experience, service experience, dan brand experience tidak memiliki pengaruh positif yang signifikan terhadap customer loyalty. Berdasarkan hasil tersebut, penelitian ini dapat membantu manajer pemasaran perusahaan e-commerce Indonesia dalam mengalokasikan sumber daya agar dapat menjaga/meningkatkan customer loyalty pelanggan produk apparel dari Generasi Z dan Milenial.

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One of the most purchased products through Indonesian e-commerce is apparel, especially for Generation Z and Millennials. With Indonesia's e-commerce fierce competition and the costs required to attract new customers being greater than retaining existing customers, e-commerce companies need ways to maintain /increase customer loyalty. Therefore, this research investigates the influence of the online shopping experience for clothing products through the dimensions of website experience, product experience, service experience, brand experience and emotional experience towards the loyalty of Generation Z and Millennial customers in Indonesian e-commerce. The research was conducted through a survey of 179 Generation Z/Millennial respondents, customers of apparel products in Indonesian e-commerce. This research was carried out using multiple linear regression tests using IBM SPSS Statistics 24 and showed the results that product experience and emotional experience have a significant positive influence on customer loyalty. Meanwhile, website experience, service experience, and brand experience do not have a significant positive influence on customer loyalty. Based on these results, this research can help marketing managers of Indonesian e-commerce companies in allocating resources to maintain/increase customer loyalty for apparel product customers from Generation Z and Millennials."

"[ABSTRAKbrPenelitian ini menguji pengaruh perceived employee emotional competence terhadap customer satisfaction dan loyalty, serta bagaimana rapport memediasi pengaruh tersebut. Penelitian ini menggunakan konteks personal service, yaitu penata rambut, dengan menggunakan 130 sampel. Penelitian ini terdiri dari dua studi. Studi 1 menguji model penelitian pada responden yang menggunakan penata rambut yang sama setiap kali menggunakan jasa penata rambut, sedangkan studi 2 menguji model penelitian pada responden yang menggunakan penata rambut yang berbeda-beda. Model penelitian diuji dengan menggunakan teknik analisis Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian ini menunjukkan bahwa employee emotional competence tidak berpengaruh secara langsung terhadap satisfaction dan loyalty, tetapi melalui mediasi rapport.;This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport.;This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport.;This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport., This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport.]"