scholarly journals The Impact of Service Quality, Patient Satisfaction, and Trust on Positive Word of Mouth (WOM) of Dental Clinic’s Patients

2019 ◽  
Vol 2 (3) ◽  
pp. 68-78
Author(s):  
Hans Kristian Wibowo ◽  
Sheellyana Junaedi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Positive Word ◽  
Positive Word Of Mouth ◽  
The Impact

scholarly journals The Impact of Service Quality on Customers’ positive Word of Mouth towards Food Truck Business in Malaysia

2018 ◽  
Vol 8 (9) ◽  
Author(s):  
Haliza Mohd Said ◽  
Ahmad Faizal Md Sukarno ◽  
Zaid Abdul Razak ◽  
Siti Bayaah Ahmad ◽  
Safiah Rashid
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Positive Word ◽  
Positive Word Of Mouth ◽  
The Impact

scholarly journals Analysis Of Service Quality, Food Quality, Atmosphere Against Revisit Intention and Positive Word Of Mouth at Casual Dining Restaurant in Batam City

eCo-Buss ◽  
2021 ◽  
Vol 4 (2) ◽  
pp. 230-241
Author(s):  
Ho Gefi Lee ◽  
Renny Christiarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Word Of Mouth ◽  
Positive Word ◽  
Casual Dining ◽  
Revisit Intention ◽  
Casual Dining Restaurant ◽  
Positive Word Of Mouth ◽  
The Impact

The purpose of this study is to analysis the impact of three elements of service quality dimensions (reliability, responsiveness and tangible), food quality and atmosphere on satisfaction, and to analysis if customer satisfaction have an impact to customer revisit intention and positive word of mouth. Data were collected from customers who had visited casual dining restaurants in Batam city through a self-administered questionnaire. Research questionnaires were distributed by researchers via google form, and have collected 359 (three hundred and fifty-nine) respondent data. This study shows that the three dimensions of service quality and food quality were significant to customer satisfaction. Also, the customer satisfaction were significant to positive word of mouth. But this study also shows that atmosphere was found not significant to customer satisfaction, and customer satisfaction not significant to revisit intention. This research conjectured that factors that influence the customers to be more satisfaction and do revisit to the casual dining restaurant are worthy of repeat research because of the decrease COVID-19 cases in batam city.

Chinese brand–individual values congruity and willingness of consumers from other countries to use positive word of mouth

2020 ◽  
Vol 48 (8) ◽  
pp. 1-14
Author(s):  
Xi Chen ◽  
Qing Fang ◽  
Zhenyuan Wang
Keyword(s):  
Word Of Mouth ◽  
Brand Commitment ◽  
Positive Word ◽  
Individual Values ◽  
Mediating Role ◽  
Perceived Values ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth ◽  
The Impact ◽  
The Relationship

Congruity of brand and individual values is the degree of fit or similarity between consumers' personal values and the perceived values of a certain brand. In this study, we took Huawei as the test brand and investigated 525 consumers in 30 countries to examine whether congruity of brand and individual values influences consumer word-of-mouth communication in an international context. The results show that (a) brand commitment played a mediating role in the effect of brand–individual values congruity on word of mouth, (b) the consistency of a brand's practices and its values (brand behavior congruity) moderated the relationship between brand–individual values congruity and the consumers' brand commitment, and (c) brand behavior congruity moderated the mediating role of brand commitment in the relationship between values congruity and positive word of mouth. Our findings provide insight into the impact of values congruity for consumers.

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals Positive determinants word-of-mouth of supermarket consumer in the COVID-19 pandemic era

2021 ◽  
Vol 14 (2) ◽  
pp. 300
Author(s):  
Sri Vandayuli Rirorini ◽  
Genesis Sembirng Depari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Positive Word ◽  
Positive Word Of Mouth

<p>This research, which was conducted in the era of the COVID-19 pandemic, aims to analyze the influence of the dimensions of service quality, competitive prices, customer satisfaction toward the positive word-of-mouth of Supermarket customers. Questionnaires were distributed to 350 respondents as samples using the <em>non-probability sampling method</em> and <em>purposive sampling technique</em>. Meanwhile, Structural Equation Modeling (SEM) is used to analyze the data. The results of the study indicate that <em>Reliability, Assurance, Tangibles, Empathy, Responsiveness, Competitive Price</em> have positive and significant effects on<em>Customer Satisfaction</em>, which in turn would have a positive impact on positive word-of-mouth. Of all dimensions of service quality, the most powerful factor influencing consumer satisfaction shopping in supermarkets is reliability, and the one that gives consumers the most important feeling in providing quality services is Responsiveness. For further research, it is recommended to expand the scope of research in various types of businesses, not only in supermarkets.</p>

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