The Linking of User Experience, Application Quality, Customer Satisfaction, and Customer Loyalty on the Kopi Kenangan Application in Bandung City: A Conceptual Paper
DOI:
https://doi.org/10.56403/bejam.v4i3.434Keywords:
User Experience, Application Quality, Customer Satisfaction, Customer LoyaltyAbstract
The acceleration of digital transformation in the food and beverage (F&B) industry after the COVID-19 pandemic has significantly shifted consumer behavior from offline transactions toward digital platform-based services. This condition encourages coffee retail companies to optimize mobile applications to improve customer engagement and retention. Kopi Kenangan, as one of Southeast Asia’s leading coffee-tech companies, faces challenges in maintaining customer loyalty amid intense competition in Bandung’s digital coffee market. This study aimed to develop a conceptual framework explaining the relationship between User Experience (UX), Application Quality, Customer Satisfaction, and Customer Loyalty within the Kopi Kenangan application ecosystem. This study employed a conceptual paper approach using a Systematic Literature Review (SLR) by synthesizing more than 30 peer-reviewed academic articles published between 2020 and 2025. The findings indicate that User Experience and Application Quality positively influence Customer Satisfaction, which subsequently strengthens Customer Loyalty. Furthermore, Customer Satisfaction was identified as a dominant mediating variable in the relationship between digital interaction quality and loyalty. This study formulated seven conceptual propositions that can be empirically tested in future research using SEM-PLS approaches. The study also provides theoretical and practical implications for improving digital customer retention strategies in the app-based coffee retail industry.
References
Al-Dmour, H., Al-Dmour, R., & Khalaf, R. (2020). The effect of digital marketing capabilities on customer satisfaction and loyalty. International Journal of Information Management, 49, 102171. https://doi.org/10.1016/j.ijinfomgt.2019.102171
Alalwan, A. A. (2020). Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International Journal of Information Management, 50, 28–44. https://doi.org/10.1016/j.ijinfomgt.2019.04.008
Darmawan, H., & Siregar, R. (2022). Customer loyalty in digital platforms. Neo Journal of Economy and Social Humanities, 1(1), 1–12.
Fadli, M., & Nugraha, A. (2024). The impact of UX on digital consumer behavior. Neo Journal of Economy and Social Humanities, 3(1), 73–85.
Ghozali, I. (2021). Structural equation modeling dengan metode alternatif partial least squares (PLS). Badan Penerbit Universitas Diponegoro.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). Sage Publications.
Kurniawan, B., & Lestari, S. (2022). Digital service quality and customer retention. Neo Journal of Economy and Social Humanities, 1(2), 33–45.
Nasution, M. D. T., & Adiwijaya, M. (2024). The influence of user experience on customer loyalty through customer satisfaction in digital applications. Journal of Business Research, 172, 3240–3245.
Purwanto, A. (2022). The role of digital service quality in customer satisfaction and loyalty. International Journal of Social and Management Studies, 3(2), 120–130.
Putri, N., & Andika, R. (2023). Mobile application quality and user satisfaction. Neo Journal of Economy and Social Humanities, 2(1), 60–72.
Rita, P., Oliveira, T., & Farisa, A. (2020). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 6(10), e04793. https://doi.org/10.1016/j.heliyon.2020.e04793
Santoso, A., & Cahyadi, R. (2022). The effect of user experience on customer satisfaction in mobile applications. Jurnal Manajemen Teknologi, 21(1), 30–40.
Suharty, T., Setiawan, M., & Rohman, F. (2020). The mediating role of customer satisfaction in e-service quality and loyalty relationship. Journal of Asian Finance, Economics and Business, 7(10), 85–95. https://doi.org/10.13106/jafeb.2020.vol7.no10.085
Utami, N. M., Sudro, A., & Sunaryo. (2024). E-service quality and customer loyalty: The mediating role of customer satisfaction. International Journal of Economics and Management Studies, 11(1), 45–56.
