Stimulus To Improve Customer Experience In Indonesia's Cargo Shipping Service Industry

Yeremia Wijayanto; Prono Ardoko; Pamungkas Hapsari

doi:10.59431/ijer.v5i2.551

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Stimulus To Improve Customer Experience In Indonesia's Cargo Shipping Service Industry

Yeremia Wijayanto, Prono Ardoko, Pamungkas Hapsari

View Author Affiliations

Yeremia Wijayanto: Universitas Semarang, Indonesia
Prono Ardoko: Universitas Semarang, Indonesia
Pamungkas Hapsari: Universitas Semarang, Indonesia

DOI:

https://doi.org/10.59431/ijer.v5i2.551

Published:

October 10, 2025

Pages:

81-95

172

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154

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Abstract

Studies on customer experience have many links between stimuli and customer responses: cognitive, affective, social, physical, and sensory. Still, there have not been many in-depth studies on how these stimuli are obtained due to the limited empirical studies on stimuli that can affect customer experience. This research was conducted to identify and assess the most potent stimulus influencing customer experience in Indonesia's cargo shipping service industry. The Analytic Hierarchy Process (AHP) technique evaluated the significance of the customer experience stimulus criteria and sub-criteria. Nine senior managers with experience in the cargo shipping industry were asked to participate in this research. The results show that the internal stimulus has the most decisive importance, followed by the dynamic interaction between the stimulus and the external stimulus. Globally, the calculation results reveal that the elements of service quality, company capabilities, and communication processes have a high weight compared to other elements that make up the customer experience stimulus. At the end of the study, the theoretical and managerial implications and recommendations for further research are presented.

Keywords

Customer Experience; Stimulus; Cargo Shipping Services; AHP

Author Biographies

Yeremia Wijayanto

Universitas Semarang

Faculty of Economics, Universitas Semarang, Semarang City, Central Java Province, Indonesia.

Prono Ardoko

Universitas Semarang

Faculty of Economics, Universitas Semarang, Semarang City, Central Java Province, Indonesia.

Pamungkas Hapsari

Universitas Semarang

Faculty of Economics, Universitas Semarang, Semarang City, Central Java Province, Indonesia.

Article Identifiers

Article Title: Stimulus To Improve Customer Experience In Indonesia's Cargo Shipping Service Industry
DOI: 10.59431/ijer.v5i2.551
Publication Date: 2025-10-10

Journal: Indonesian Journal Economic Review (IJER)
Volume: 5
Issue: 2
Pages: 81-95

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Issue Information

Article Details

Volume:	5
Issue:	2
Year:	2025
Published:	2025-10-10
Pages:	81-95
Section:	Articles

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How to Cite

Wijayanto, Y., Ardoko, P., & Hapsari, P. (2025). Stimulus To Improve Customer Experience In Indonesia’s Cargo Shipping Service Industry. Indonesian Journal Economic Review (IJER), 5(2), 81-95. https://doi.org/10.59431/ijer.v5i2.551