Omnichannel Strategy in Increasing Customer Satisfaction Post Covid-19 in Automotive Industry
Journal Title: Journal of Economics, Finance and Management Studies - Year 2023, Vol 6, Issue 09
Abstract
COVID-19 has plagued the auto industry for the past two years. The automotive ecosystem is currently being hit by problems stemming from three main forces, namely competition, advances in digital technology, and increasingly advanced consumers. With so many choices on the market, it can be difficult to know where to start let alone make the right choice. The answer lies in the omnichannel experience. This study aims to highlight the critical factors for the successful incorporation of an omnichannel strategy. This research is a type of quantitative research to verify the theories that have been made through different tests and information handling. The population used in this research is Daihatsu car consumers at PT. Asco Prima Mobilindo East Java. The sampling technique used in this study was to use a probability sampling technique of 120. The results showed that the ability to provide services in the form of an integrated customer experience through different channels can have a positive impact on the level of car consumer satisfaction or it could be that the company is able to recognize , fulfilling and satisfying consumer needs very well so that consumer expectations and expectations can be achieved. The results of the two studies found that a natural, seamless, and sustainable cross-channel experience felt by car consumers also gave a very positive signal towards increasing the level of satisfaction felt by consumers.
Authors and Affiliations
Fani Firmansyah, Puji Endah Purnamasari
Keywords
Related Articles
- EP ID EP727519
- DOI 10.47191/jefms/v6-i9-20
- Views 46
- Downloads 0
Intellectual Capital and Firm Value: The Role of Financial Performance as Intervening Variable
This study aims to determine the effect of intellectual capital on firm value with financial performance as an intervening variable. This study is a quantitative study using related methods. The goal is for all commercia...
The Influence of Rice Productivity, Gross Regional Domestic Product of the Food Crop Subsector and Inflation on the Exchange Rates of Food Crop Farmers in Indonesia
The farmer exchange rate is a comparative value between the price index received by farmers and the index paid by farmers. In this context, it is necessary to develop indicators that can accurately measure the purchasing...
Role of Socio-Physical Infrastructure in Regional Economic Growth: A Case Study with Special Reference to Education and Healthcare Sector of Uttar Pradesh
Infrastructure facilities, both social and economic, such as healthcare, education, energy, transportation, water supply and communication system play a crucial role in accelerating economic growth of any region. Uttar P...
The Impact of Stakeholder Pressure on Environmental Performance with Ghrm Practice and Green Innovation as Mediation
Currently, the GHRM Practice theory is widely used to assess performance in a company. However, in its theory, GHRM practice does not always have a positive effect on a company's performance, one of the causes being pres...
Company Characteristics, Corporate Governance and Risk Disclosure
This study aims to examine the effect of company characteristics (company age, leverage) and corporate governance (proportion of independent commissioners, board gender diversity, family ownership, quality of external au...