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Vol.14, No.4, November 2025. ISSN: 2217-8309 eISSN: 2217-8333
TEM Journal
TECHNOLOGY, EDUCATION, MANAGEMENT, INFORMATICS Association for Information Communication Technology Education and Science |
Empowering Customer Loyalty: The Impact of Multichannel Integration, Technology Acceptance, and Value Experience on Satisfaction in Indonesia's Omni-Channel Retail Landscape
Dessy Yunita, Mohamad Adam, Isni Andriana, Muchsin Saggaff Shihab
© 2025 Dessy Yunita, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)
Citation Information: TEM Journal. Volume 14, Issue 4, Pages 3533-3546, ISSN 2217-8309, DOI: 10.18421/TEM144-59, November 2025.
Received: 04 February 2025.
Abstract:
Customer loyalty is a key challenge in omni-channel retail landscape. This study examines the effects of multichannel integration (MCI), technology acceptance (TA), and value experience (VE) on customer loyalty (LOY), with satisfaction (SAT) serving as a mediating variable. The research utilizes primary data from 471 active department store customers who have made purchases through at least two different channels. The relationships among variables are examined using Structural Equation Modelling (SEM). The findings indicate a positive and statistically significant relationship between MCI and TA, MCI and VE, VE and LOY, as well as SAT and LOY. In addition, the results reveal a negative and statistically significant effect of MCI on SAT, as well as a negative but statistically insignificant effect of MCI on LOY. Indirectly, TA is able to mediate the relationship between MCI and VE. VE is able to mediate the relationship between MCI and SAT. Furthermore, both VE and SAT serve as mediating variables in the relationship between MCI and LOY. These findings are anticipated to guide retailers in Indonesia to enhance their preparedness for implementing omnichannel strategies.
Keywords – Customer loyalty, customer satisfaction, multichannel integration, technology acceptance, value experience. |
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