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All Journal Jurnal Manajemen dan Bisnis Sriwijaya Jurnal Manajemen dan Kewirausahaan (JMDK) Journal of Management and Business Review Jurnal Ilmiah Econosains Jurnal Manajemen Indonesia SRIWIJAYA INTERNATIONAL JOURNAL OF DYNAMIC ECONOMICS AND BUSINESS KAIBON ABHINAYA : JURNAL PENGABDIAN MASYARAKAT The Manager Reveiew
Zakaria Wahab
Universitas Sriwijaya
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : Jurnal Manajemen dan Kewirausahaan (JMDK)

 1 
Multi-channel Integration: Factor Driving Satisfaction and Customer Loyalty in the Omni-channel Retailing Dessy Yunita; Mohamad Adam; Zakaria Wahab; Isni Andriana; Ahmad Maulana; Iisnawati Iisnawati
Jurnal Manajemen dan Kewirausahaan Vol 10, No 2 (2022): December 2022
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26905/jmdk.v10i2.8794

Abstract

Multi-channel integration is a prerequisite for omni-channel retail success. Implementation of good multi-channel integration increases satisfaction and has an impact on long term relationships with customers, one of which is customer loyalty. This research was conducted in a retail department store in the city of Palembang, namely Matahari Department Store (MDS). This study distributed questionnaires to 200 respondents who were buyers at MDS on at least two channels owned by MDS. The data analysis technique uses path analysis with the help of SPSS. The results show that multi-channel integration indirectly affects customer loyalty through satisfaction.
Co-Authors A Widad Achmad Widad Agustina Hanafi Ahmad Maulana Ahmad Widad, Ahmad Andriana, Isni Daniel Mynhart Dessy Yunita Diah, Yuliansyah M Eko Mohammad Fitrianto Febriyeni Febriyeni Iisnawati Iisnawati Imas Permatasari Islahuddin Daud, Islahuddin Islahudin Daud Kasjim Kasjim Marlina Widiyanti, Marlina Mohamad Adam Muchsin Saggaf Shihab Muchsin Saggaf Shihab Muchsin Saggaf Shihab Nedi Yansah Nofiawaty Nofiawaty Nourma Wulanda Rio Adistia Tama Virgin Vinenzia Yeri Resika Yunita, Dessy