Title : The Effect of Gamification toward Customer Engagement in Shopee E-Commerce

Vol 7 No 8 (2024): Volume 07 Issue 08 August 2024

Article Date Published : 12 August 2024 | Page No.: 6286-6296 | Google Scholar | Crossref doi for this article

Abstract :

Customer engagement is one of the factors that influences a company’s overall performance, this aspect reflects the interaction between customers and brands. Gamification is one method that can be used to increase customer engagement. This research examines the influence of gamification on customer engagement on the Shopee e-commerce platform. In the rapidly evolving digital era, gamification has become a popular strategy to increase customer engagement by creating fun and interactive experiences. Shopee, as one of the leading e-commerce platforms in Indonesia, has implemented various gamification elements to attract customer attention. This research uses a quantitative approach with an online survey method involving 212 active Shopee user respondents from Jakarta and Bandung aged between 18 – 35 years. The data collected was analyzed using the Partial Least Squares Structural Equation Modelling (PLS-SEM) technique to test the relationship between the constructs of gameful experience, game satisfaction, and customer engagement. The research results show that all dimensions of the gameful experience, which include achievement, challenge, competition, immersion, fun, and social experience, have a positive influence on game satisfaction. Furthermore, game satisfaction also has a strong positive influence on customer engagement. This research provides insight for Shopee and other e-commerce about the importance of gamification to increase customer satisfaction and engagement. Effective implementation of gamification strategies can encourage e-commerce platforms to create more engaging user experiences.

Keywords :

customer engagement., Customer Experience, Customer Satisfaction, E-Commerce, Gamification

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Author's Affiliation

   William Octavius Halim
School of Business and Management (ITB) Jl. Ganesa 10, Bandung

   Mustika Sufiati Purwanegara
School of Business and Management (ITB) Jl. Ganesa 10, Bandung

Copyrights & License

William Octavius Halim, Mustika Sufiati Purwanegara, 2024

This work is licenced under a Creative Commons Attribution 4.0 International License.

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The Effect of Gamification toward Customer Engagement in Shopee E-Commerce. William Octavius Halim, Mustika Sufiati Purwanegara , 7(8), 6286-6296. Retrieved from https://ijcsrr.org/single-view/?id=18587&pid=18331

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