Driving Customer Satisfaction in the Digital Era: The Role of Service Experience and Payment Innovation at Jco Donuts & Coffee Thamrin Plaza: Mendorong Kepuasan Konsumen di Era Digital: Peran Pengalaman Layanan dan Inovasi Pembayaran di Jco Donuts & Coffee Thamrin Plaza

Salsa Salsa; Hommy Dorthy Elllyany Sinaga

doi:10.47663/ibec.v4i1.338

Authors

Salsa Salsa Sekolah Tinggi Ilmu Ekonomi Eka Prasetya
Hommy Dorthy Elllyany Sinaga Sekolah Tinggi Ilmu Ekonomi Eka Prasetya

DOI:

https://doi.org/10.47663/ibec.v4i1.338

Keywords:

Cashback Programs, Customer Experience, Customer Satisfaction, Digital ordering, Payment innovation

Abstract

This study aims to examine the influence of customer experience and payment
innovation on customer satisfaction at J.CO Donuts & Coffee Thamrin Plaza Medan. The
research method uses a quantitative approach and incidental sampling technique,
involving 100 respondents who have made transactions through the J.CO digital
application. The data collection instrument is a questionnaire containing a Likert scale to
measure the variables of customer experience (X₁), payment innovation (X₂), and
customer satisfaction (Y). Data analysis was conducted through multiple linear
regression with t-test and F-test. The results showed that customer experience variable
has a positive and significant effect on consumer satisfaction and payment innovation
also has a significant positive effect. Simultaneously, both variables can to explain 58.4%
of the variation in consumer satisfaction. This also shows how important the ease of
application navigation, speed of order processing, staff professionalism, as well as
transparency of terms and smooth cashback disbursement are to increase consumer
satisfaction and create a better customer experience. Suggestions for J.CO Donuts &
Coffee management include striving to be better in providing various payment
innovations both through the application and website to reach a wider range of buyers.

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