The Antecedents of Word-of-Mouth Behaviour

2014 ◽  
pp. 185-202
Author(s):  
Ho Yin Wong ◽  
Anthony Perrone
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Point Of View ◽  
Service Performance ◽  
Fit Indices ◽  
Equation Modelling ◽  
Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

scholarly journals ANALYSIS OF SERVICE QUALITY ON BUILDIG LOYALTY BY USING STRUCTURAL EQUATION MODELLING METHOD (CASE STUDY IN MAJAPAHIT RAILWAYS)

2017 ◽  
Vol 1 (2) ◽  
pp. 57
Author(s):  
Eka Arista Anggorowati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Rolling Stock ◽  
Equation Modelling ◽  
Customer's Loyalty ◽  
The Government ◽  
Principal Elements

Train system is one of the transportation modes with some special characteristics that make it becomes an effective and efficient transportation system to increase the service quality. Although the AC economy class of Majapahit Railway has been officially opened by the government, it has not been able to fulfill the people’s need. It is proved with the decrease of number of passenger, and the increase of critics related to the service quality. This research aims to analyze the principal elements and the effect of service qualities towards the customer’s loyalty. The research was conducted through survey on the Majapahit railway users consisting of 200 respondents. The used sampling technique was non probability sampling with purposive sampling method. It applied Structural Equation Modelling in which the previous test was the classical assumptions. Based on the calculations, it is indicated that the variables of service quality in customer satisfaction and loyalty is significant. The principal elements that influence satisfaction and loyalty are the operational schedule, the rolling stock condition, station’s comfort and security, safety, ticket price, and how the passengers enjoy the travelling. Adjusted R square of 0.8246 shows that 82 percent of consumer’ loyalty can give impact on service quality and customer satisfaction.

scholarly journals Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

2019 ◽  
Vol 5 (2) ◽  
Author(s):  
Tak Jie Chan ◽  
Mei Ling Goh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Least Squares ◽  
Future Study ◽  
Significant Relationship ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Survey Method ◽  
Equation Modelling ◽  
The Relationship

The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 valid responses. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that three (3) dimension of SERVQUAL (tangibles, empathy, and responsiveness) has a positive and significant relationship with customers. However, reliability and assurance yielded negative with customer satisfaction. In addition, out of the five determinants of SERVQUAL, assurance was found not significant to customer satisfaction. Conclusion, implications, and suggestions for future study are also discussed.

scholarly journals Analisis Pengaruh E-Service Quality, Perceived Value Terhadap Customer Satisfaction, Trust, dan Customer Behavioral Intention

2020 ◽  
Vol 1 (2) ◽  
pp. 109
Author(s):  
William Ciputra ◽  
Wibawa Prasetya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modelling

Pada survei popularitas e-commerce di Indonesia, e-commerce Blibli menempati peringkat pertama di media sosial, namun jumlah pengunjung/bulan dari Blibli ini lebih rendah daripada peringkat ke-2 dan ke-3 pada peta e-commerce. Beberapa hal yang mempengaruhi tingkat penjualan dari suatu perusahaan e-commerce, yaitu seperti e-service quality, perceived value dan satisfaction dari customer. Selain itu menurut Mayer et al. (1995) “trust is central in e-commerce relationships because of the presence of risks, uncertainties, and interdependencies”. Berdasarkan uraian tersebut, penelitian ini bertujuan mengetahui bagaimana hubungan antara e-service quality dan perceived value terhadap customer satisfaction, trust, dan behavioral intention customer e-commerce Blibli. Penelitian ini dilakukan dengan cara menyebarkan kuesioner yang sudah diuji validitas dan reliabilitas kepada 200 responden. Data yang didapatkan kemudian diolah menggunakan metode SEM (Structural Equation Modelling) dengan aplikasi LISREL (LisWin32). Hasil pengolahan data menunjukkan bahwa variabel E-service quality memiliki pengaruh positif yang signifikan terhadap perceived value, variabel E-service quality tidak memiliki pengaruh positif yang signifikan terhadap customer satisfaction, variabel Perceived value memiliki pengaruh positif yang signifikan terhadap customer satisfaction, variabel E-service quality tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel Perceived value tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel customer satisfaction tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel E-service quality tidak memiliki pengaruh negatif yang signifikan terhadap behavioral intention, variabel Perceived value tidak memiliki pengaruh positif yang signifikan terhadap behavioral intention, variabel Trust tidak memiliki pengaruh positif yang signifikan terhadap behavioral intention.

scholarly journals PENGARUH EVENT SERVICE QUALITY, EVENT COST DAN EVENT CONVIENIENCE TERHADAP EVENT VENUE SATISFACTION DI JAKARTA CONVENTION CENTRE

2014 ◽  
Vol 7 (2) ◽  
pp. 157
Author(s):  
Arif Zulkarnain
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Quality Cost ◽  
Equation Modelling ◽  
Level Of Satisfaction ◽  
Independent Variable ◽  
Event Service

<p>The purpose of this research was to show how value equity and its subdimentiosn<br />of service quality, cost, and convenience drive customer satisfaction among visitors who<br />are attending events attending events at Jakarta Convention Centre.<br />The design of this research applies a survey to interview the customers for testing<br />the hypothesis. Meanwhile the required data consist of four variables are event service<br />quality, event cost and event convenience as dependent variable and event venue<br />satisfaction as independent variable. The aggregate numbers of customer being respondent<br />of the study are 117 customer.<br />Data analysis used in this research was consists of Structural Equation Modelling<br />by AMOS 6.0 as software. The result of this research concludes that perceived service from<br />the visitor of Jakarta Convention Centre should be considered by the management because<br />in fact most of respondents show the low level of satisfaction from point service quality to<br />understand the expected service to achieve event satisfaction.<br />Keywords : event service quality, event cost, event convenience and event venue satisfaction</p>

scholarly journals Measuring Customer Loyalty and Satisfaction of Bank Bantul Using CRM and Service Quality

2021 ◽  
Vol 12 (3) ◽  
pp. 172-183
Author(s):  
Heri Sutanto ◽  
Siti Dyah Handayani ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modelling ◽  
Customer Satisfaction And Loyalty

This study aims to analyze and describe the effects of the service quality and customer relationship management at PD BPR Bank Bantul on the customer satisfaction and loyalty. The object of this study is PD BPR Bank Bantul, while the subjects of the study are customers taking the SMEs credit offered by the Bank. Method of analysis used in this study was Structural Equation Modelling (SEM) with the help of the AMOS program. The number of respondents was 170, taken using purposive sampling. The criteria for the sampling are as follows: the respondents are taking the SME’s credit at PD BPR Bank Bantul, residents in Bantul Regency, who are individual customers, who have been 2 years or more customer and have done 2 or more credit transactions. Data was collected through questionnaires distributed directly to the respondents and through the google form. Based on the results of the analysis, show that service quality  has no significant effect on customer satisfaction, customer relationship management  has a positive and significant effect on customer satisfaction, service quality  has no a positive and significant effect on customer loyalty, customer relationship management  has a positive and significant effect on customer loyalty  and customer satisfaction  has a positive and significant effect on customer loyalty. In conclusion this study accepts 3 hypotheses and rejects 2 hypotheses.

Sign in / Sign up

Export Citation Format

Share Document