Article Per Year (5 Year)
p-Index From 2020 - 2025
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All Journal International Journal Management and Economic (IJME)
Prabowo Tejo Susetyo
Universitas Muhammadiyah Yogyakarta
Economics, Econometrics & Finance

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THE IMPACT OF OMNICHANNEL STRATEGY ON CUSTOMER EXPERIENCE IN THE DIGITAL ERA Prabowo Tejo Susetyo; Siti Dyah Handayani; Retno Widowati
International Journal Management and Economic Vol. 3 No. 3 (2024): September: International Journal Management and Economic
Publisher : Asosiasi Dosen Muda Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56127/ijme.v3i3.1672

Abstract

Omnichannel is the latest form of marketing strategy from the terms multichannel and crosschannel. Omnichannel can be explained that business actors carry out marketing from digital channels and also offline. Everything is done in one hand effectively and efficiently. This research method is carried out with a qualitative approach and the Systematic Literature Review (SLR) method. This data source uses secondary data sources, namely from journal articles that have a national and international reputation. Articles that meet the criteria were obtained as many as 12 articles. The results of the study are based on research results with the topic of omnichannel strategy influencing customer experience, most of which state that it has had an influence. Customer experience in making transactions for goods or services can be done online first or can also visit the store offline. Customer experience activities can be carried out efficiently and more effectively because the desired brand or product information has been obtained previously.
THE IMPACT OF CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION: A BIBLIOMETRIC APPROACH Prabowo Tejo Susetyo; Siti Dyah Handayani; Retno Widowati
International Journal Management and Economic Vol. 3 No. 3 (2024): September: International Journal Management and Economic
Publisher : Asosiasi Dosen Muda Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56127/ijme.v3i3.1705

Abstract

Consumer experience refers to a series of events that consumers go through while shopping or conducting transactions. A positive consumer experience can lead to customer satisfaction, while a negative experience can result in dissatisfaction. This study aims to examine the impact of customer experience on customer satisfaction. The research method employs a bibliometric approach, involving nationally and internationally reputable articles published on Google Schooler. The conclusion from the research results analysis shows that citation analysis is a valuable tool for evaluating the influence of academic works, particularly in the context of customer experience. The data indicates that 2020 was a peak year for productivity, with two key studies receiving significant attention from the academic community, emphasizing their relevance in the fields of customer experience and satisfaction. This research also highlights that the theme of customer experience has rapidly developed across various domains, including tourism and hospitality management, with numerous publications in leading journals. Furthermore, the trend analysis reveals a strong connection between customer experience and factors such as satisfaction and loyalty, as well as a growing interest in technological aspects that influence customer interactions. Therefore, there are ample opportunities for further exploration of key themes and emerging trends in customer experience research.
Co-Authors Retno Widowati Siti Dyah Handayani