Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek
Today, competition in the global market has become increasingly difficult and and at the same time products and services provided by retail companies tend to be similar. So in such circumstances, customers expect not only satisfied with the products and services, but also the pursuit of the perfect...
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| Format: | Article |
| Language: | English |
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Bina Nusantara University
2015-03-01
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| Series: | Journal the Winners |
| Subjects: | |
| Online Access: | https://journal.binus.ac.id/index.php/winners/article/view/1539 |
| _version_ | 1818723083992694784 |
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| author | Jerry Marcellinus Logahan Janita Sembiring Meliala Iskandar Putong |
| author_facet | Jerry Marcellinus Logahan Janita Sembiring Meliala Iskandar Putong |
| author_sort | Jerry Marcellinus Logahan |
| collection | DOAJ |
| description | Today, competition in the global market has become increasingly difficult and and at the same time products and services provided by retail companies tend to be similar. So in such circumstances, customers expect not only satisfied with the products and services, but also the pursuit of the perfect shopping experience during the shopping process. The purpose of this study was to devise a customer experience management strategy at a hypermarket retailer Carrefour, Hypermart, Giant, and Lotte Mart. Both overall and per hypermarket retail chains that have the same character. The method used is Factor Analysis, Multi Dimension Scaling (MDS). The object of research is the hypermarket retail customers in Jakarta, Bogor, Depok, Tangerang and Bekasi to sample 360 people. The results of MDS mapping CEM variable per retail hypermarket retail hypermarket seen no one who is in the first quadrant in which the dimensions 1 and 2 positive namely Giant
hypermarket retail. Tthere are three retail hypermarket located in quadrant 2 wherein the dimensions of 1 positive and 2 negative dimension namely retail Carrefour, Hypermart and Lotte Mart. In MDS can be classified Group 1 are the outlets; Group 1 are GPS (Giant Plaza Semanggi), CLB (Carrefour Lebak Bulus), CPH (Carrefour Permata Hijau) and HPV (Hypermart Pejaten Village) which leads to a positive value. While other outlets in group 2 are CCB (Carrefour Cibinong Bogor), GBT (Giant BSD Tangerang), GMD (Giant Margo city Depok), HPB (Hypermart Pondok Gede Bekasi), HJT (Hypermart JACC Thamrin), LRP (Lotte Mart Ratu Plaza), LKG (Lotte Mart Kelapa Gading), LF (Lotte Mart Fatmawati) have in common in the lower quadrant (negative). |
| first_indexed | 2024-12-17T21:04:53Z |
| format | Article |
| id | doaj.art-d3ac91696bd34919bbe2787264e599cb |
| institution | Directory Open Access Journal |
| issn | 1412-1212 2541-2388 |
| language | English |
| last_indexed | 2024-12-17T21:04:53Z |
| publishDate | 2015-03-01 |
| publisher | Bina Nusantara University |
| record_format | Article |
| series | Journal the Winners |
| spelling | doaj.art-d3ac91696bd34919bbe2787264e599cb2022-12-21T21:32:37ZengBina Nusantara UniversityJournal the Winners1412-12122541-23882015-03-01161152410.21512/tw.v16i1.15391286Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket JabodetabekJerry Marcellinus Logahan0Janita Sembiring Meliala1Iskandar Putong2School of Business Management, BINUS UniversitySchool of Business Management, BINUS UniversitySchool of Business Management, BINUS UniversityToday, competition in the global market has become increasingly difficult and and at the same time products and services provided by retail companies tend to be similar. So in such circumstances, customers expect not only satisfied with the products and services, but also the pursuit of the perfect shopping experience during the shopping process. The purpose of this study was to devise a customer experience management strategy at a hypermarket retailer Carrefour, Hypermart, Giant, and Lotte Mart. Both overall and per hypermarket retail chains that have the same character. The method used is Factor Analysis, Multi Dimension Scaling (MDS). The object of research is the hypermarket retail customers in Jakarta, Bogor, Depok, Tangerang and Bekasi to sample 360 people. The results of MDS mapping CEM variable per retail hypermarket retail hypermarket seen no one who is in the first quadrant in which the dimensions 1 and 2 positive namely Giant hypermarket retail. Tthere are three retail hypermarket located in quadrant 2 wherein the dimensions of 1 positive and 2 negative dimension namely retail Carrefour, Hypermart and Lotte Mart. In MDS can be classified Group 1 are the outlets; Group 1 are GPS (Giant Plaza Semanggi), CLB (Carrefour Lebak Bulus), CPH (Carrefour Permata Hijau) and HPV (Hypermart Pejaten Village) which leads to a positive value. While other outlets in group 2 are CCB (Carrefour Cibinong Bogor), GBT (Giant BSD Tangerang), GMD (Giant Margo city Depok), HPB (Hypermart Pondok Gede Bekasi), HJT (Hypermart JACC Thamrin), LRP (Lotte Mart Ratu Plaza), LKG (Lotte Mart Kelapa Gading), LF (Lotte Mart Fatmawati) have in common in the lower quadrant (negative).https://journal.binus.ac.id/index.php/winners/article/view/1539utilitarian shopping valuehedonic shopping valuecustomer experience managementcustomer satisfactioncustomer loyalty |
| spellingShingle | Jerry Marcellinus Logahan Janita Sembiring Meliala Iskandar Putong Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek Journal the Winners utilitarian shopping value hedonic shopping value customer experience management customer satisfaction customer loyalty |
| title | Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek |
| title_full | Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek |
| title_fullStr | Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek |
| title_full_unstemmed | Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek |
| title_short | Mapping the Customer Experience Management Strategies for Customer Loyalty in Retail Hypermarket Jabodetabek |
| title_sort | mapping the customer experience management strategies for customer loyalty in retail hypermarket jabodetabek |
| topic | utilitarian shopping value hedonic shopping value customer experience management customer satisfaction customer loyalty |
| url | https://journal.binus.ac.id/index.php/winners/article/view/1539 |
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