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Nawangwulan, Irma M
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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 Abdurohim Abdurohim, Abdurohim Agung Nurmansyah Agus Rachmat, Timotius Agus Supriyanto Ahmad, Srifatmawati Alamsyah - Alfiana Alfiana Aman Wirakartakusumah Amelia Naim Indrajaya Anantadjaya, Samuel PD Anggreni, Made Ayu Anugriaty Indah Asmarany Assery, Syeh Bahtiar Efendi Borosi, Deby C Dendeng, Waraney desi kristanti, desi Devy Sofyanty Diawati, Prety Djunaedi Djunaedi Erlin Dolphina Farid Ardyansyah Fatimah Malini Lubis Gede Wirabuana Putra Ginting, Sunardi Hadiati, Lia Hamdany, Mohammad Azharie Hariandja, Hari Ara Hendy Tannady Isna Juwita Jayanti, Ansri Jayanto, Imam Josef Hernawan Nudu Karyadi, Haris Klemens Mere Kusnadi, Eko Kusnadi, Iwan Henri Kusumawati, Diana Anggraini LAHUDDIN, ABDUL HARIS Leuhery, Ferdy Mardikawati, Budi Mardikawati Maskikit, Coleta McNerney, Brian Muarief, Fahrurozi Muhamad Risal Tawil Muklis Muklis Muqaddasah, Pikat AR Niken Widyastuti Nugroho, Judianto Tjahjo Nurdiani, Tanti Widia Nurfadilah, Dety Nurhayati, Eni Candra Oktavianis, Yusrika Pratama, Sasotya Purnamasari, Eva Putranto, Samuel Aditya Eko Rachmat, Timotius A Racmat, Timotius A Rakhmawati, Eni Ramli, Akhmad Ratnawati Ratnawati Sagaf S. Pettalongi Saliu, Fluturim Samuel, Daniella CE Samuel, Daniella Christy Eryn Samuel, DC Ethan Sari , Dyan Prawita Sari, Ade Risna Setyawan, Antonius Ary Sidjabat, Sonya Sjahruddin, Herman Sri Purwati, Sri St. Sukmawati. Subroto, Desty Endrawati Suhara, Ade Sukma , Agus Hitopa Sukma Sulawati, Sulawati Suroso, Adi Surya, Iqbal 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