Proceedings of the 3rd International Conference on Business and Engineering Management (ICONBEM 2022)

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Implementation of SOR Framework on Omnishoppers’ Loyalty from Channel Integration Quality Perspective

Authors
Tigar Putri Adhiana1, *, Milena Novita Piranti1, Indro Prakoso1
1Department of Industrial Engineering, Universitas Jenderal Soedirman, Purwokerto, Indonesia
*Corresponding author. Email: tigar.adhiana@unsoed.ac.id
Corresponding Author
Tigar Putri Adhiana
Available Online 31 July 2023.
DOI
10.2991/978-94-6463-216-3_12How to use a DOI?
Keywords
Channel Integration Quality; Perceived Empowerment; Trust-Commitment; Customer Loyalty; SOR Framework; Omnichannel
Abstract

Omnichannel is a retailing model which integrates all available channels to provide customers with a smooth shopping experience. Every omnichannel retail company (i.e., IKEA, Starbucks, Sephora, etc.) tries to keep its customers from turning to competitors. The present research aims to investigate the variables that encourage customer loyalty (i.e., repurchase intention and word ofimouth). The data were gathered through a questionnaire filled out by 128 respondents in the Greater Jakarta area. By employing SOR (stimulus-organism-response) framework, the data obtained were then analyzed using SmartPLS 3.0 software and the SEM (Structural Equation Modeling) approach. The results support all hypotheses developed and confirm the positive relationship among channel integration quality, perceived empowerment, trust, commitment, repurchase intention, and word ofimouth. All variables have a significjant positive relationship, except for the relationship among trust, repurchase intention, and word ofimouth, they were insignificant. This is shown by the t-statistic of 1.47 and 1.38 (less than 1.96). This study suggests omnichannel retailers focus on formulating strategies and policies by considering channel integration quality (CIQ), perceived empowerment (PE), and commitment (C) in order to increase omnishopper loyalty.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd International Conference on Business and Engineering Management (ICONBEM 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
31 July 2023
ISBN
10.2991/978-94-6463-216-3_12
ISSN
2352-5428
DOI
10.2991/978-94-6463-216-3_12How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Tigar Putri Adhiana
AU  - Milena Novita Piranti
AU  - Indro Prakoso
PY  - 2023
DA  - 2023/07/31
TI  - Implementation of SOR Framework on Omnishoppers’ Loyalty from Channel Integration Quality Perspective
BT  - Proceedings of the 3rd International Conference on Business and Engineering Management (ICONBEM 2022)
PB  - Atlantis Press
SP  - 157
EP  - 168
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-216-3_12
DO  - 10.2991/978-94-6463-216-3_12
ID  - Adhiana2023
ER  -