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Irdiana, Sukma
Institut Teknologi Dan Bisnis Widya Gama Lumajang
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Journal : Journal of Information System, Technology and Engineering

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The Influence of Access Speed, Transaction Security When Shopping, and Unexpected Value on Digital Customer Delight in Generation Z Afiat, Dominica Dini; Irdiana, Sukma; Sutjiatmo, Bayu Prabowo; Kusnadi, Iwan Henri; Arief, Ilham; Sidjabat, Sonya
Journal of Information System, Technology and Engineering Vol. 4 No. 1 (2026): JISTE
Publisher : Yayasan Gema Bina Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61487/jiste.v4i1.284

Abstract

Digital consumer behavior has changed because of Generation Z which requires companies to build customer satisfaction together with digital customer delight as their main competitive advantage. The research investigates how access speed and shopping transaction security and unexpected value impact digital customer delight for Generation Z users. The study used quantitative research methods to conduct its research through explanatory research design. The researchers conducted a survey which collected data from 220 Generation Z digital users who participated through purposive sampling. The researchers performed data analysis using multiple linear regression after conducting validity testing and reliability testing and classical assumption tests. The study results show that access speed and transaction security together with unexpected value lead to digital customer delight. Access speed functions as a technical factor which improves efficiency together with flow experience while transaction security establishes trust and psychological comfort and unexpected value serves as the primary emotional factor which creates positive surprises and unforgettable moments. The study results show that Generation Z people experience delight through their technology use and their access to security measures together with the experiential marketing elements. The research outcomes provide digital companies with marketing system design and strategy development guidance which will enhance customer satisfaction and create enduring customer loyalty.
Co-Authors Abrori, Imam Ady Bakri, Asri Afiat, Dominica Dini Ainun Jariah Ainun Jariah Alfry Aristo Jansen Sinlae Antoni Antoni Antoni Antoni Antonius Ary Setyawan Arief, Ilham Astuti, Enny Diah Ayke Nuraliati B.M.A.S. Anaconda Bangkara Bambang Suhartawan Bayu Prabowo Sutjiatmo Budiyanto Budiyanto Budiyanto Budiyanto Burhanuddin Burhanuddin Caka Gatot Priambodo Dedi Haryadi Dendy Eta Mirlana Edhie Rachmad, Yoesoep Eko Nur Hermansyah Endrawati, Titin Endrawati, Titin Fandy Yones Latuni Farasa, Alifia Febrian, Wenny Desty Feby Arma Putra Ferdy Leuhery Fida Oktafiani Hakim, Irfan Hari Setia Putra Haribowo, Rio Haryanto, Abel Hendy Tannady HERY PURNOMO Ifadhila Imam Fauzan Iristian, Jovi Irma M. Nawangwulan Irwan Moridu Jefriyanto Jefriyanto Jovi Iristian Jovi Iristian Juliana Waromi, Juliana Julinta Paulina Kasno T Kasim Kuniawan Yunus Ariyono Kurniawan Yunus Ariyono Kurniawan Yunus Ariyono Kurniawan Yunus Ariyono Kurniawan Yunus Ariyono Kushariyadi Kushariyadi Kusnadi, Iwan Henri Kusnanto Darmawan Kusnanto Darmawan Kusnanto Darmawan Kusnanto Drmawan M Wimbo Wiyono M. Yusuf Alfian Rendra Anggoro KR Maulana Muhammad Riza Menhard, Menhard Mohammad Noor Khairullah Mohammad Noor Khairullah Mohammad Noor Khairullah Mohammad Noor Khairullah Mohammad Noor Khairullah Mohammad Noor Khairullah2 Mohammad Noor Khoirullah Mokhamad Taufik Mokhamad Taufik, Mokhamad Muhammad Muksin Muhammad Noor Khairullah Mustafa, Fahrina Nani Muliyani Ninik Lukiana Noor Khairullah2, Mohammad Nur Laily Arifiyah Nur Latifa Isnaini Putri Nur Latifa Isnaini Putri Pilifus Junianto Pradipta, Made Prasta Yostitia Putri, Nur Latifa Isnaini Redjeki, Finny Revi Sesario Rezky Nurbakti Riesna Apramilda Romadhona, Faradiba Rosye Rosaria Zaena Samuel PD Anantadjaya Sarwo Hakim Sidjabat, Sonya Siregar, Ade Perdana Sokid, Sokid Sonya Sidjabat Sudarmanto, Eko Sugiarti Sugiarti Suhermin, Suhermin Suryawardani, Ameylia Tanti Widia Nurdiani Tri Endar Susianto Tri Palupi Robustin Tri Palupi Robustin, Tri Palupi Tyahya Whisnu Hendratni Violin, Vivid Wijaya, Ismed Wulan, Dewi Putri Anjar Yatna Supriatna Yatna supriatna Yatna Supriatna Yudiyanto Joko Purnomo Yulian Ade Chandra Yulian Ade Chandra Zainul Hidayat Zainul Hidayat