期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2021
卷号：99
期号：5
语种：English
出版社：Journal of Theoretical and Applied
摘要：E-commerce players need appropriate strategies to reach firm performance and sustainability. Earlier research has investigated this question by examining the relationships between customer experience and customer engagement and customer experience and customer loyalty. This research offers novelty in digital technology�s role as a variable that affects customer experience and customer engagement and the effects of customer experience and customer engagement on customer loyalty in Indonesian e-commerce. This research used descriptive survey and explanatory survey as research methods. Serving as the analysis units in this research were individuals and serving as observation units were e-commerce retail customers. Respondents� data were analyzed with SEM-AMOS. The research results showed that digital technology could be applied to form customer experience and customer engagement, and eventually, it could also be used to build customer loyalty.
