Indonesian Journal of Law and Economics Review
Vol 18 No 3 (2023): August
Finance Management

The Influence of Customer Experience, Customer Relationship, and Payment Terms on Purchase Intention
Pengaruh Pengalaman Pelanggan, Hubungan dengan Pelanggan, dan Persyaratan Pembayaran terhadap Niat Pembelian


Article View
  • Ufi Rumefi*
Ufi Rumefi
Institut Teknologi Dan Bisnis ITB Yadika Pasuruan, Indonesia *

(*) Corresponding Author
Picture in here are illustration from public domain image or provided by the author, as part of their works
DOI: https://doi.org/10.21070/ijler.v18i3.962
Published August 23, 2023
Keywords
  • Customer Experience,
  • Customer Relationship,
  • Term of Payment,
  • Purchase Intention,
  • Consumer Decision
How to Cite
Rumefi, U. (2023). The Influence of Customer Experience, Customer Relationship, and Payment Terms on Purchase Intention. Indonesian Journal of Law and Economics Review, 18(3). https://doi.org/10.21070/ijler.v18i3.962

Copyright (c) 2023 Ufi Rumefi

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Crossref
Scopus
Google Scholar
Europe PMC

Abstract

This study investigates the impact of Customer Experience, Customer Relationship, and Term of Payment on Purchase Intention within the context of a specific customer base. Employing a quantitative approach with a descriptive correlational design, the research encompasses 41 participants. Data was gathered through a Likert Scale questionnaire and analyzed using multiple linear regression in SPSS V16.0. The findings reveal that Customer Experience, Customer Relationship, and Term of Payment collectively contribute to 79.5% of the variance in Purchase Intention, with the remaining 20.5% attributed to unexamined factors. Notably, Customer Relationship emerges as the most influential factor, while Term of Payment exhibits no significant effect on Purchase Intention. This study advances our understanding of the nuanced interplay between customer-centric factors and purchase decisions, offering implications for enhancing customer engagement strategies.

Highlights: 

  • Quantifying Impact: Investigating the influence of Customer Experience, Customer Relationship, and Term of Payment on Purchase Intention in a specific customer context.
  • Customer Relationship Primacy: Highlighting the paramount significance of Customer Relationship as the key driver of Purchase Intention among consumers.
  • Payment Terms and Influence: Demonstrating that Term of Payment does not significantly impact Purchase Intention, providing valuable insights for marketing strategies and consumer behavior.

Keywords: Customer Experience, Customer Relationship, Term of Payment, Purchase Intention, Consumer Decision

Article View

Downloads

Download data is not yet available.

References

  1. I. Ghozali, "Aplikasi Analisis Multivariate dengan Program IBM SPSS 23 Update," Badan Penerbit Universitas Diponegoro, 2018.
  2. I. Handaruwati, "Pengaruh Customer Experience Terhadap Kepuasan Konsumen Produk Kuliner Lokal Soto Mbok Geger Pedan Klaten," Jurnal Bisnisman, vol. 3, 2021.
  3. A. Kurniawan et al., "The Effect Of Electronic Word Of Mouth And Digital Payment On Buying Intention," Jurnal Digital Repository, vol. 30, 2022.
  4. Y. Promanjoe, "Pengaruh Customer Relationship Management Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Keripik Suher," Jurnal Performa, vol. 6, 2021.
  5. P. Rahmawaty, "Pengaruh Variasi Produk, Harga, Dan Customer Experience Terhadap Keputusan Pembelian Ulang Roti Breadtalk Yogyakarta," Jurnal Ilmu Manajemen, vol. 12, 2015.
  6. U. Rumefi, "Pengaruh Term Of Payment, Compling Handling Dan E-Wom Terhadap Customer Loyalty," Jurnal Transparan, vol. 13, 2021.
  7. U. Rumefi, "The influence of customer experience, customer relationship on customer loyalty with service as a moderating variable," Journal Of Management, vol. 12, 2023.
  8. Sugiyono, "Penelitian Kuantitatif Kualitatif dan R&D," Bandung: Alfabeta, 2019.
  9. T. C. A. Tan, S. S. Pangemanan, and R. T. Saerang, "The Influence Of Digital Payment And Sales Promotion Towards Customer Purchase Intention At Convenience Stores (Case Study Of Alfamart And Alfamidi In Citraland, Manado)," Jurnal EMBA, vol. 9, 2021.
  10. B. S. Vigi Reinaning Dyahtritami, "Pengaruh Customer Relationship Management Dan Social Media Marketing Terhadap Purchase Decisions Pada Favehotel Braga Bandung Tahun 2020," EProceedings of Applied Science, vol. 6, 2020.