scholarly journals PENGARUH E-SERVQUAL TERHADAP E-SATISFACTION, E-WOM DAN ONLINE REPURCHASE INTENTION

2021 ◽  
Vol 12 (1) ◽  
pp. 15-30
Author(s):  
Saodin Saodin
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Component Analysis ◽  
Repurchase Intention ◽  
Generalized Structured Component Analysis

Penelitian ini secara spesifik bertujuan untuk menguji dan menjelaskan pengaruh  e-service quality terhadap e-satisfaction, e-word of mouth dan online repurchase intention konsumen pada Hotel Bintang Tiga di Provinsi Lampung. Penelitian ini bersifat explanatory research yang menjelaskan hubungan kausal antara variabel melalui pengujian hipotesis. Jumlah sampel dalam penelitian ini 142 konsumen hotel yang pernah menginap  dan melakukan reservasi (pemesanan kembali) secara online melalui website pemesanan hotel di salah satu Hotel Bintang Tiga di Provinsi Lampung. Teknis analisis data menggunakan analisis Generalized Structured Component Analysis (GSCA). Temuan penelitian menunjukan bahwa lima hipotesis yang diajukan diterima yang bermakna terdapat pengaruh  yang  signifikan e-service quality  terhadap   e-satisfaction, e-word of mouth dan online repurchase intention.Kata kunci: E-ServQual; E-Satisfaction; E-WOM; Online Repurchase Intention

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 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 Analysis of the Effect of Service Quality and Customer Satisfaction on the Repurchase Intention, Word of Mouth and Customer Retention for Party Equipment Rental ˋˋSuyono" in Surabaya

2021 ◽  
Author(s):  
Muchammad Zaenal Arifin Rahmatulloh ◽  
Tina Melinda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Service Providers ◽  
Customer Retention ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Repurchase Intention ◽  
Positive Effect

The purpose of this study was to provide an understanding of how service quality and customer satisfaction influence the repurchase intention, word of mouth and customer retention at the party equipment rental company “Suyono”in Surabaya. A survey was conducted with 70 service users of “Suyono”. The study used a quantitative approach to explain the causal relationship between the variables. The researcher selected the participants individually. The Partial Least Square analysis technique was used, assisted by the Smart PLS 3.0 application. The results of this study showed that the quality of service had a significant positive effect on customer satisfaction and customer retention; and customer satisfaction had a significant positive effect on repurchase intention and word of mouth. Customer satisfaction did not have a significant effect on customer retention. Therefore, service providers are strongly advised to focus on improving service quality and customer satisfaction to increase customer retention. These results can be applied by companies to increase repurchase intentions, word of mouth and customer retention, especially companies in the service sector. Keywords: service quality, customer satisfaction, repurchase intention, word of mouth

The synergetic effect of after sales service, customer satisfaction, loyalty and repurchase intention on word of mouth

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohd Nasir ◽  
Mohd Adil ◽  
Aruna Dhamija
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Synergetic Effect ◽  
Business Environment ◽  
Recent Experience ◽  
Service Firms ◽  
Repurchase Intention ◽  
Content Type

Purpose Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing literature has shed light on some key roles that after-sale service and the larger customer support system could play in attaining the same. Specifically, this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM). Design/methodology/approach A structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service at their respective authorized service centers, through purposive sampling method. Findings The findings reveal that both customer loyalty and repurchase intention significantly and positively mediate the relationship between customer satisfaction and word of mouth. This indicates that satisfied customers are more likely to be loyal to the service firms and would spontaneously engage themselves with positive word of mouth. Originality/value Despite the increasing importance of after-sales service, empirical researches on this subject have been quite limited. This study aims at filling the void in extant literature by examining the inter-relationships between after-sales service, service quality, customer satisfaction and WOM.

The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions

2020 ◽  
Vol 12 (3) ◽  
pp. 297-318 ◽  
Author(s):  
Neale Slack ◽  
Gurmeet Singh ◽  
Shavneet Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Price Sensitivity ◽  
Repurchase Intention ◽  
Content Type ◽  
Service Employees ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose This paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction. Design/methodology/approach A public intercept survey collected data from 480 supermarket customers. Statistical package for the social sciences was used to provide descriptive and inferential analysis. Findings Results reveal the predominance and magnitude of effect of empathy positively on customer satisfaction, customer repurchase intention and word-of-mouth, and negatively on customer complaining behaviour and price sensitivity. Customer satisfaction also significantly affects these customer loyalty and disloyalty dimensions. Research limitations/implications This research was conducted in the supermarket sector of only one country. Practical implications Insights have been provided to increase customer satisfaction and customer loyalty outcomes, and negate customer disloyalty outcomes, in the supermarket sector. Originality/value This study provides suggestions to supermarket executives regarding the significance of empathetic, customer-oriented behaviour by front-line supermarket service employees.

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