The Effects of Customer Experience on Purchase Intention in the Shopping Centers in Jakarta

Abstract

This study examines the factors that influence customer experience and the effect of customer experience on purchase intention using verhoef model in the 2009.The objects of this research are shopping malls in Jakarta.The background and problems of this study arise from the presence of ecommerce, which disrupts the shopping mall industry as reflected in numerous retail spaces that have been closed in recent years.Researchers have found that service interface, assortment, price, retail brand, and social environment factors have a significant positive effect on customer experience at shopping malls in Jakarta.The atmosphere factor does not have a significant positive effect on customer experience in shopping malls in Jakarta.It is suspected that there are differences in terms of respondent's profile, place, and time of respondent taking when testing the effect of atmosphere factor on the customer experience in a shopping mall.The retail brand is the factor that has the greatest influence on the customer experience in shopping malls in Jakarta.The customer experience factor has also a significant positive effect on the purchase intention in shopping malls in Jakarta. Keywords-purchase intentionThe scope of the discussion of this study will be limited by several things.As the main guideline, this study will focus on proving Verhoef et al. theory in regard to the factors influencing customer experience as well as examining the Advances in Economics, Business and Management Research, volume 149

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