Study on customer experience in retail business  

Oleh:

Handayani, Rini

Jenis: Article from Proceeding
Dalam koleksi: Proceeding IConEnt 2016 (International Conference on Entrepreneurship) : How Innovation could Improve the Performance and Productivity in Entrepreneurship?, page 1-12.
Topik: Customer Experience; Satisfaction; Loyalty; Retail; Department Stores.
Fulltext: Rini Handayani.pdf (379.81KB)

Isi artikel

Writing this paper aims to examine and analyze the concepts of customer experience from various literature journals that have been implemented at the department store retail business in particular so as to build competitive advantage, customer satisfaction and loyalty. Issues raised in this paper is still limited conceptual studies customer experience in the retail business, especially department stores. During this time many in the form of supermarket. The approach used in this paper is the dimensional approach is to do an assessment of the dimensions contained in the variable customer experience as well as explore new dimensions in accordance with the development of consumer behavior. Implications academic in this paper is the emergence of theoretical understanding of the customer experience in the retail business, especially department stores. The practical implications are the findings of the study will be taken into consideration for the behavior of the retail business in decision making in implementing customer experience strategy. The focus of conceptual marketing model developed in this paper is to create a model for the company to have a competitive advantage, satisfy consumers and increase consumer loyalty in the face of a constantly changing environment. Original contribution of this paper is to provide a new perspective on the concept as well as the determinants of customer experience into a model for the retail industry in particular department stores.

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