Volume 07 Issue 01 January 2024
1 Nur Laely, 2Angga Rizka Lidiawan, 3Nur Samsu, 4Moh. Arifin
1,2,3,4Faculty of Economics and Business, Universitas Kadiri, Indonesia
DOI : https://doi.org/10.47191/ijsshr/v7-i01-85Google Scholar Download Pdf
ABSTRACT
This research aims to determine the role of the Perception Advantage, Perception Ease to Use, Perception Benefit constructs on Satisfaction and is mediated by Customer Experience. The method used is explanatory with a 9 hypothesis model. The sampling technique was the lemeshow method with 256 respondents. Data analysis techniques use inner models, outer models and hypothesis testing using the smartPLS method. It is stated that this research shows the role of the goodness of the model and the level of significance that does not dominate the perceived ease of use and perceived benefit respectively on customer experience and satisfaction. Meanwhile, the moderation model on exogenous perception advantage has the value of partial mediation; perception ease to use and perception benefit are worth full mediation. Based on this assessment, the impact of the perceptions used has played a role in customer satisfaction and is mediated by customer experience.
KEYWORDS:advantages, benefits; customer experience; ease to use, smartPLS
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