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All Journal Jurnal Manajemen Universitas Bung Hatta
Arbi Abdullah Saleh
Universitas Andalas
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Omni-Channel Capability, Online Experience & Value Co-Creation and Their Impact to Customer Satisfaction Syafrizal Syafrizal; Arbi Abdullah Saleh; Ali Vafaei Zadeh
Jurnal Manajemen Universitas Bung Hatta Vol. 18 No. 2 (2023): Jurnal Manajemen Universitas Bung Hatta
Publisher : Management Department, Faculty of Economics and Business, Universitas Bung Hatta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37301/jmubh.v18i2.23257

Abstract

The use of technology in Indonesia, as well as the business world, will continue to increase every year. Hence, the competition in technology between retailers in the business world is tighter than ever. This requires companies to innovate with better tools and updated knowledge. One of the ways to satisfy customers is through omni-channel. This research aimed to investigate the link between omni-channel capability, online experience and value co-creation and customer satisfaction. In this study, the questionnaire was filled by 165 customers who have experienced omni-channel experience in ACE Hardware. This research uses Smart PLS 4.0 for data analysis. The result shows that there is a positive and significant effect of omni-channel capability towards online experience and value co-creation. In addition, this study also found the significant effect of value co-creation on customer satisfaction. However, this study found that omni-channel capability and online experience don’t have significant effect on customer satisfaction.
Co-Authors Ali Vafaei Zadeh Syafrizal Syafrizal