scholarly journals A dynamic service quality cost model with word-of-mouth advertising

1994 ◽  
Vol 78 (3) ◽  
pp. 355-366 ◽  
Author(s):  
N.P. Archer ◽  
G.O. Wesolowsky
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Cost Model ◽  
Quality Cost

CASE STUDY OF A QUALITY COST MODEL IN A SMALL BUSINESS

2016 ◽  
Vol 7 (2) ◽  
pp. 1-24
Author(s):  
Neto Jose Alves da Silva ◽  
◽  
Giacaglia Giorgio Eugenio Oscare ◽  
Keyword(s):  
Small Business ◽  
Cost Model ◽  
Quality Cost

PENGARUH KUALITAS PELAYANAN DAN WORD OF MOUTH TERHADAP KEPUTUSAN PEMBELIAN DI KAFE POTRET MEDAN

2019 ◽  
Vol 13 (2) ◽  
pp. 199
Author(s):  
Asrye Tutur Sinaga ◽  
Nurul Wardani
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Word Of Mouth ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Quality Data ◽  
Purchasing Decisions ◽  
Study Hypothesis

AbstrakPenelitian ini bertujuan untuk mengetahui dan dapat menjelaskan pengaruh Kualitas Pelayanan dan Word Of Mouth terhadap Keputusan pembelian di Kafe Potret Medan. Populasi dalam penelitian ini adalah 700 orang ditentukan dari jumlah pengunjung Kafe Potret Medan dalam kurun waktu satu minggu, dan sampel yang digunakan berjumlah 88 pengunjung. Sedangkan tehnik pengumpulan data menggunakan angket (kuesioner) dan pengujiannya yaitu uji kualitas data dan uji asumsi klasik.Pengujian hipotesis menggunakan analisis regresi linier berganda, uji F, uji t, dan uji R2. Hipotesis penelitian dimensi Kualitas Pelayanan dan Word Of Mouth secara parsial terhadap Keputusan Pembelian diterima jika t hitung > t tabel dengan tingkat signifikan 0.05.Nilai t tabel dalam penelitian ini 1,662. Nilai t hitung variabel X1 sebesar 1,990 t hitung  > t tabel maka hipotesis diterima, nilai t hitung variabel X2 sebesar 2,628 t hitung > t tabel maka hipotesis diterima. Dari 2 variabel, variabel Word Of Mouth yang paling dominan mempengaruhi Keputusan Pembelian  sebesar 2,628. Kata Kunci : Kualitas Pelayanan, Word Of Mouth, Keputusan Pembelian AbstractThe purpose of this study is to identify and able to explain the influence of Service Quality and Word Of Mouth to Purchasing Decisions of Kafe Potret Medan. The population in this study were 700 people from visitors Kafe Potret Medan in one week, and the samples used were 88 visitors. While the techniques of data collection using the questionnaire and use the test of quality data and classical assumption. The hypothesis test uses multiple linear regression analysis, F test, R square and t test. The study hypothesis was partially of Service Quality and Word Of Mouth dimension to  Purchasing Decisions is acceptable if t hitung > t tabel with a significant level 0.05. The t tabel value in this study 1.662. The t hitung X1 is 1.990 that mean t hitung > t tabel then the hypothesis is accepted, t hitung X2 is 2.628 that mean t hitung > t tabel then the hypothesis is accepted. From 2 variables fascination that the most dominant variable for Purchasing Decisions is Word Of Mouth of 2.628. Keywords : Service Quality, Word Of Mouth, Purchasing Decisions

scholarly journals The Influence of Electronic Service Quality and Electronic Word of Mouth (eWOM) toward Repurchase Intention (Study on E-Commerce in Indonesia)

2021 ◽  
Vol 37 (1) ◽  
pp. 42-58
Author(s):  
Widarto Rachbini ◽  
◽  
Diana Anggraeni ◽  
Harimurti Wulanjani ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Virtual Communities ◽  
Word Of Mouth ◽  
Electronic Word Of Mouth ◽  
Repurchase Intention ◽  
Managerial Implication ◽  
Application Service ◽  
Electronic Service ◽  
Quality Aspects

Customer satisfaction is a vital component of service organisations that are significantly related to service quality. One of the electronic service quality that has to be prioritised, is website quality. Therefore, this study will determine the influence of electronic service quality and electronic word of mouth (eWOM) toward repurchase intention on e-commerce in Indonesia. Data were obtained from Google Form Online Questionnaires which were distributed through a short-link in WhatsApp, LINE, and Twitter applications during April 2019. This study applied the purposive sampling method where 458 qualified samples were matched to the specific criteria. Structural Equation Model (SEM) supported by LISREL software was used to analyse the data. The findings show that there are positive and significant influences of electronic service quality of pleasant and utilitarian dimensions to eWOM construction and repurchase intention. This research suggests managerial implication to e-commerce industry practitioners to reduce Tokopedia and also Instagram as the benchmark of electronic-based service quality. The managerial implication covers observing and adopting mobile application service quality aspects, service online review, and virtual communities. Besides, it is significantly suggested for future studies to explore more specific contexts of pleasant and utilitarian electronic service quality dimensions as in the B2B e-commerce, B2C e-commerce, and G2C e-commerce. Keywords: Electronic service quality, eWOM, repurchase intention, e-commerce, tokopedia.

scholarly journals Antecedents of Word-of-mouth towards professional B2B service

2021 ◽  
pp. 1253-1266 ◽  
Author(s):  
Mai Ngoc Khuong ◽  
Nguyen Xuan Nhi ◽  
Le Thi Thao Linh
Keyword(s):  
Service Quality ◽  
Interpersonal Skills ◽  
Word Of Mouth ◽  
Professional Service ◽  
Direct And Indirect Effects ◽  
Perceived Service Quality ◽  
Empirical Results ◽  
General Insurance ◽  
Positive Direct

This research was conducted to investigate the antecedents directly and positively affecting organization’s word-of-mouth towards professional service, primarily in the context of B2B professional general insurance services in Vietnam. The empirical results of this research indicated that five out of seven factors, namely interpersonal skills, premium, technical skills, reputation and risk coverage had both significantly positive direct and indirect effects on organization’s word-of-mouth with the mediation role of organization’s perceived service quality. Based on the empirical results, it is suggested that insurers should improve organization’s perceived service quality, and thereby enhance their word-of-mouth behavior.

scholarly journals Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

2018 ◽  
Vol 9 (1) ◽  
pp. 1
Author(s):  
Usep Suhud ◽  
Sheila Maryam Bajunaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Repurchase Intention ◽  
Factor Analyses ◽  
Confirmatory Factor Analyses ◽  
Confirmatory Factor

This research aimed to investigate consumers’ intention to repurchase jamu at Jamu Café. Service quality, customer satisfaction, and Word-of-Mouth (WOM) were selected as the predictor variables. In total, 200 participants who purchased jamu at the café were selected conveniently. Data were analyzed using exploratory and confirmatory factor analyses as well as Structural Equation Model (SEM). As a result, service quality influences customer satisfaction significantly. As customers are satisfied, they do word-of-mouth and repurchase. On the other hand, WOM has an insignificant impact on repurchase intention.

scholarly journals PENGARUH SERVICE QUALITY PADA JASA CUCI MOBIL DKI JAKARTA

2020 ◽  
Vol 14 (2) ◽  
pp. 146-154
Author(s):  
Prita Patricia ◽  
Luvian Krisantono ◽  
Stephen Junadi Darmawan ◽  
Sutrisno Salim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Word Of Mouth ◽  
Service Satisfaction ◽  
Survey Method ◽  
Product Portfolio ◽  
Five Dimensions ◽  
Car Wash ◽  
Service Fairness

The aim of this research is to analyze and to understand the relation between service quality, perceived service fairness, convenient and product portfolio to customer service satisfaction. The research is also done to find out the effect of customer service satisfaction, trust, and word of mouth specifically in the car wash industry. The data is collected by using questionnaires as the survey method which analysed using Multiple Regression Analysis. The survey result shows that there are influence service quality, which are assurance, product portfolio, convenience, perceived service fairness, and reliability. The five dimensions also show the positive relation with customer service satisfaction, so does customer service satisfaction and trust to word of mouth. Based on the result of this research, gaining positive customer satisfaction and word of mouth in the car wash industry imply the need in focusing on improving service in matters concerning assurance product portfolio and convenience. This research shows that the assurance dimension has the most significant influence on customer satisfaction and the trust dimension has the most significant impact on word of mouth in the car wash industry in DKI Jakarta.

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