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Anantadjaya, Samuel PD
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The Influence of Website Usability, Social Media Engagement, and Omnichannel Integration on the Digital Customer Experience of Online Retail Hendratni, Tyahya Whisnu; Hamdany, Mohammad Azharie; Nawangwulan, Irma M; Anantadjaya, Samuel PD; Nurdiansyah, Yanuar; Violin, Vivid
Journal of Current Research In Multidisciplinary Vol. 4 No. 1 (2026): JCRIM (Journal of Current Research In Multidisciplinary)
Publisher : Yayasan Gema Bina Nusantara

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Abstract

The research study investigates the impact of three factors which are Website Usability Social Media Engagement and Omnichannel Integration on Digital Customer Experience in online retail websites. The study used a quantitative approach with a survey method by distributing questionnaires to 200 active online retail consumers selected using a purposive sampling technique. The research required respondents to meet three requirements which included making two online purchases within the previous six months and using social media platforms and accessing multiple digital channels from different companies. The research team used multiple linear regression analysis to process the collected data. The data underwent testing before the analysis process through validity testing and reliability testing and classical assumption testing which included assessments of normal distribution and testing for heteroscedasticity and multicollinearity. The study proved that Website Usability together with Social Media Engagement and Omnichannel Integration created a positive relationship which reached a statistically significant impact on Digital Customer Experience. The results demonstrate that three factors which include website usability and social media customer engagement and cross-channel service integration show a strong impact on digital customer experience in online retail stores.
Co-Authors ABDUL HARIS LAHUDDIN Abdurohim Abdurohim, Abdurohim Agus Rachmat, Timotius Agus Supriyanto Ahmad, Srifatmawati Alamsyah - Alfiana Alfiana Alfiyanto, Afif Aman Wirakartakusumah Amelia Naim Indrajaya Anggreni, Made Ayu Anugriaty Indah Asmarany Ardiyanto Maksimilianus Gai Assery, Syeh AYU LESTARI Azizi, Muhammad Bahtiar Efendi Borosi, Deby C Brian McNerney Chairul Anwar Daniella CE Samuel DC Ethan Samuel Dendeng, Waraney desi kristanti, desi Devy Sofyanty Diawati, Prety Dina Fahma Sari, Dina Fahma Djunaedi Djunaedi Donny Dharmawan Erlin Dolphina Farid Ardyansyah Fatimah Malini Lubis Gede Wirabuana Putra Ginting, Sunardi Hadiati, Lia Hamdany, Mohammad Azharie Hari Ara Hariandja Hariandja, Hari Ara Hariandy Hasbi Hendy Tannady Hermiyetti, Hermiyetti - Herry Achmad Buchory Heryadi, Ferry Irdawati Irdawati Irma M Nawangwulan Irma M. Nawangwulan Irwan Moridu Iskandar, Fatimah Nurjannati Isna Juwita Iswahyu Pranawukir Jayanti, Ansri Jayanto, Imam Josef Hernawan Nudu Kadeni Kadeni, Kadeni Kartini, Titin Nurjannati Kusnadi, Eko Kusnadi, Iwan Henri Kusumawati, Diana Anggraini LAHUDDIN, ABDUL HARIS lestari, winda Leuhery, Ferdy LISTIANA SRI MULATSIH Lumentah, Natalia Reyne Mardikawati, Budi Mardikawati Maskikit, Coleta McNerney, Brian Mohammad Wahiddudin Muarief, Fahrurozi Muhamad Risal Tawil Muklis Muklis Muqaddasah, Pikat AR Nawangwulan, Irma Nawangwulan, Irma M Niken Widyastuti Nurdiani, Tanti Widia Nurfadilah, Dety Nurhayati, Eni Candra Oktavianis, Yusrika PA Andiena Nindya Putri Poetry Ken Savitri Pratama, Sasotya Purnamasari, Eva Putranto, Samuel Aditya Eko Rachmat, Timotius A Racmat, Timotius A Rakhmawati, Eni Ramli, Akhmad Ratnawati Ratnawati Renika Hasibuan Rihfenti Ernayani sabil sabil, sabil Sagaf S. Pettalongi Saliu, Fluturim Samuel, Daniella CE Samuel, Daniella Christy Eryn Samuel, DC Ethan Sari , Dyan Prawita Sari, Ade Risna Sasotya Pratama Setio, Yusuf Budi Setyawan, Antonius Ary Sidjabat, Sonya Sjahruddin, Herman Sri Purwati, Sri St. Sukmawati. Subroto, Desty Endrawati Sufyati HS Suhara, Ade Sukma , Agus Hitopa Sukma Sulawati, Sulawati Sumartono Sumartono Supriatna, Dasep Suroso, Adi Surya, Iqbal Susanto Susanto Suwandi Ng Timotius Agus Rachmat Timotius Agus Rachmat, Timotius Agus Tyahya Whisnu Hendratni Upik Djaniar Verawaty Verawaty Violin, Vivid Vivi Adeyani Tandean, Vivi Adeyani Wahiddudin, Mohammad Widyatmoko, Pramudhio RA Yanuar Nurdiansyah, Yanuar Yuliawati, Minar Yulita F Susanti Zahirsjah, Cut Sjahrifa Zahirsjah, Rifa Zulaecha, Hesty Erviani