THE INFLUENCE OF CUSTOMER EXPERIENCE AND CONVENIENCE ON REPURCHASE INTENTION MEDIATED BY CUSTOMER SATISFACTION

Abstract

Purpose - The purpose of this paper is to determine the effect of Customer Experience (cognitive experience, affective experience, social experience and physical experience) and Convenience (decision convenience, access convenience, search convenience transaction convenience and after sales) on Customer Satisfaction and Repurchase Intention of Matahari Dept Store. Design/Methodology/Approach - This paper is quantitative research with total respondents 165 people consisting customer of Matahari Dept Store who lived in Jabodetabek. The research instrument used online survey and face to face survey consisting 30 items. Finding - Results indicate customer experience and convenience impact repurchase intention through customer satisfaction. The dimensions of customer experience are; cognitive, affective, social and physical. The dimensions of convenience are; decision convenience, access convenience, search convenience, transaction convenience and after sales convenience. Originality/value - Much of the researcher has examined the cognitive and affective on determining customer experience, the differs on this study is adding two other variables physical and social.