Analysis of Multichannel Service Delivery Quality on Customers’ Continued Engagement Intention a Context of Multichannel Service in Indonesia

Ediashta Amarussalam () and Rifelly Astuti
Additional contact information
Ediashta Amarussalam: Universitas Indonesia, Faculty of Economic and Business
Rifelly Astuti: Universitas Indonesia, Faculty of Economic and Business

A chapter in Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022), 2024, pp 734-742 from Springer

Abstract: Abstract This research is aimed to analyze the factors that affect the continued engagement intention in using the multi-channel service. Based on previous research, the adoption of technology has led to the combination of both internet-based and brick-and-mortar exchanges. On the other hand, enhancing seamless customer experience as the retailers’ long-term goal also promotes a shift from siloed multi-channel to integrated multi-channel business. This study adopted a quantitative method approach using the conceptualization of multi-channel customer experience as an analytical guideline. Data was collected from omnichannel restaurant shoppers in Indonesia (n = 412) to achieve the research objective. The founding demonstrates that the model conceptualized was a good predictor which impacts continued engagement intention. Perceived compatibility takes place as the most influential factor for customers to decide on the continued use of the service, aligned with the characteristic of multi-channel service perceived by consumers towards the customer experiences.

Keywords: Multi-Channel Service; Customer Experience; Customer Involvement; Perceived Compatibility; Continued Engagement Intention (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-234-7_77

Ordering information: This item can be ordered from
http://www.springer.com/9789464632347

DOI: 10.2991/978-94-6463-234-7_77

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().