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Rennyta Yusiana
Telkom University
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Journal : Journal of Business Management and Economic Development

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Unveiling the Link between Customer Experience and Customer Loyalty on Blibli: The Mediating Role of Trust Yusiana, Rennyta; Hurriyati, Ratih; Dirgantari, Puspo Dewi
Journal of Business Management and Economic Development Том 2 № 01 (2024): Journal of Business Management and Economic Development
Publisher : PT. Riset Press International

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59653/jbmed.v2i01.411

Abstract

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 Indonesian e-commerce company that focuses on building the shopping ecosystem of choice for consumers and institutions through a secure omnichannel commerce platform. However, in a highly competitive environment, maintaining and increasing customer loyalty is a challenge. This study aims to explore the effect of customer experience on Blibli customer loyalty in Indonesia, with customer trust as an intermediary variable. This research uses a quantitative descriptive approach and path analysis, with a sample of 200 respondents who are Blibli application users. The results showed that customer experience and trust have a significant influence on customer loyalty. Data analysis shows that Blibli's app design, appearance, navigation, and payment process is highly rated by customers. Customers also had a positive emotional experience and high trust in Blibli's customer service and social media presence. This study also found that customer trust plays a role as a mediator in the relationship between customer experience and customer loyalty. Based on these findings, this study suggests Blibli to focus on increasing customer trust through improving customer experience to drive customer loyalty.
Co-Authors A'limah, Nur Abram Putra, Marcellino Ade Irma Susanty Agus Maolana Hidayat Amaturrahman, Roihanah Anak Agung Gde Agung Anak Agung Gde Agung Anang Sularsa Andriana, Denny Arif Kuswanto Arlin Ferlina Mochamad Trenggana Arlin Moch. Trenggana Arry Widodo Astadi Pangarso Bachruddin Saleh Luturlean Bambang Widjajanta, Bambang Chandra, Dicky Cicilia Stevanie Dendi Gusnadi Devie Ryana Suchendra Dewi K. Soedarsono Disman, Disman Donni Junipriansa Elis Hernawati Fanni Husnul Hanifa Fauzan Aziz Ghiffari, Zaki Gita Indah Hapsari Gumilar, Muhammad Farhanuddin Gunawan, Tedi harisandi, Prasetyo Heru Nugroho Hilal Alfiqri, Muhammad Ichwanul Muslim Karo Karo Iqlima Victoria, Vamailisa Khaya Widelia Kristina Sisilia Lili Adi Wibowo Lisda Meisaroh, Lisda Martri Aji Buana, Dwinto Maya Sari Muji Gunarto Nadya Novandriani Karina Moeliono Nadya Novandriani Karina Mulyono Nur A'limah Nurianputri, Awfa Azka Nurjanah, Diah Nurwita Pratami, Ni Putu Nuslih Jamiat Oktaviani, Prima Kusuma Patrick Adolf Telnoni Pikir Wisnu Wijayanto Pramitha Aulia Pramuko Aji Prima Kusuma Oktaviani Puspo Dewi Dirgantari Putri Ayu Nuraisyah Ramadhan, Muhammad Iskandar Ratih Hurriyati Retno Setyorini Rifaatul Maulida Riska Aprilina Rizza Indah Mega Mandasari Robbi Hendriyanto Rochmawati Rohmat Saragih Sampurno Wibowo Saragih, Romat Siska Komala Sari Sri Widaningsih Taufan Umbara Umi Sumarsih Vanessa Gaffar Vany Octaviany Wardhani Muhamad Wibisono, Achmad Alief Widaningsih , Sri Wijaya, Ni Putu Nurwita Pratami Wijaya, t Made Bagus Paramartha Dharma Yahya Peranginangin Yanti, Pitri Yolanda Agustiningsih