Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)

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

Authors
Ediashta Amarussalam1, *, Rifelly Astuti1
1Faculty of Economic and Business, Universitas Indonesia, Jakarta, Indonesia
*Corresponding author. Email: ediashta.narendra@ui.ac.id
Corresponding Author
Ediashta Amarussalam
Available Online 29 September 2023.
DOI
10.2991/978-94-6463-234-7_77How to use a DOI?
Keywords
Multi-Channel Service; Customer Experience; Customer Involvement; Perceived Compatibility; Continued Engagement Intention
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.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
29 September 2023
ISBN
978-94-6463-234-7
ISSN
2352-5428
DOI
10.2991/978-94-6463-234-7_77How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Ediashta Amarussalam
AU  - Rifelly Astuti
PY  - 2023
DA  - 2023/09/29
TI  - Analysis of Multichannel Service Delivery Quality on Customers’ Continued Engagement Intention a Context of Multichannel Service in Indonesia
BT  - Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
PB  - Atlantis Press
SP  - 734
EP  - 742
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-234-7_77
DO  - 10.2991/978-94-6463-234-7_77
ID  - Amarussalam2023
ER  -