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All Journal Jurnal Ilmiah ASET Jurnal Ilmiah Wahana Pendidikan Dinamika Jurnal Publikasi Ilmu Komputer dan Multimedia Teknik: Jurnal Teknik Mesin, Elektro dan Ilmu Komputer Journal of Management and Informatics
Sri Handoko
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Religion Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences Other

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Journal : Journal of Management and Informatics

 1 
The Framework of Customer Engagement on Customer Satisfaction : The Antecedents and Consequences Titin Hargyatni; Kusna Djati Purnama; Danang Wiratnoko; Robby Andika Kusumajaya; Sri Handoko
Journal of Management and Informatics Vol. 1 No. 1 (2022): April : Journal of Management and Informatic
Publisher : University of Science and Computer Technology

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Abstract

This study examines the relationship between requirements and framework development in Customer Engagement(CE). In this paper it is developed based on engagement theory with the assumption that satisfying relationshipswill be able to create emotional relationships so that colleagues will be involved and bound to each other. Basedon theoretical studies, this paper proposes a framework that examines the components that exist in CE,antecedents. involved and the consequences of CE. To complete the study, we also discuss how the type ofindustry, company characteristics - Business to Business vs Business to Consumer - and value and level ofinvolvement affect the satisfaction relationship, both direct and indirect contributions from the point of view ofemotional involvement in Customer Engagement. Next, examine the development of Customer Engagement andhow to maximize company performance by making appropriate strategic changes. The findings of this paper arethe relationship between emotions and the indirect contribution of customers’ needs to be improved to thecompany's service industry with the B2B concept for products/services with a high level of involvement;Furthermore, it is also necessary to improve services for products or services with a high level of brand value andcompanies that provide a higher level of satisfaction.
Co-Authors Adilia Alenanita Agung Adi Prasetyo Aqilatuz Zuhriyah Arini Nur Latifah Budi Raharjo Cantika Putri Maharani Danang Wiratnoko Didik Sofian Haryadi Ernasari Ernasari Galuh Aditya Helmiyatinnisa Helmiyatinnisa I Ketut Mahardika Kallinda Bunga Syabani Kusna Djati Purnama Kusumajaya, Robby Andika Nanik Qosidah Nurul Maghfirotul Laili Titin Hargyatni Vina Riski Safuro