scholarly journals Analysis of the positive word-of-mouth, Quality of medical service and customer satisfaction of patients in dental clinics

2010 ◽  
Vol 11 (12) ◽  
pp. 4928-4934 ◽  
Author(s):  
Hae-Young Yang
Keyword(s):  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Medical Service ◽  
Positive Word ◽  
Dental Clinics ◽  
Positive Word Of Mouth

Modelling green customer loyalty and positive word of mouth

2019 ◽  
Vol 15 (3) ◽  
pp. 405-426 ◽  
Author(s):  
Paul Blaise Issock Issock ◽  
Mercy Mpinganjira ◽  
Mornay Roberts-Lombard
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Energy Efficient ◽  
Word Of Mouth ◽  
Environmental Knowledge ◽  
Positive Word ◽  
Content Type ◽  
Consumption Values ◽  
Customer Trust ◽  
Positive Word Of Mouth

Purpose The purpose of this paper is to examine the influence of consumption values, green customer satisfaction and customer trust in energy-efficient labels on green customer loyalty and positive word of mouth (PWOM) towards energy-efficient products, and how environmental knowledge moderates these relationships. Design/methodology/approach A quantitative research approach was followed using a cross-sectional design. Data were collected from 440 consumers in South Africa, who used electronic home appliances that have energy efficiency labels. A structural equation model and a multigroup analysis were used to test the hypothesised relationships. Findings The results revealed that consumption values partially influence green customer satisfaction, which, in turn, affect green customer trust and loyalty, and PWOM. Environmental knowledge only marginally moderates the relationships in the model. Practical implications Green marketing practitioners should work on improving green customer satisfaction, which is central to a sustainable green consumption lifestyle. Originality/value The theoretical contribution of this study is through the application of a multidimensional approach to testing the impact of consumption values on green customer satisfaction. Moreover, this paper provides greater clarity on the specific determinants of PWOM and examines the interplay between green customer loyalty and positive word of mouth towards green products. Furthermore, the moderating effect of environmental knowledge on the relationships in the proposed model is explained.

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>

Building Satisfaction and Loyalty During a Musical Benefit Event: A Consumer-Based Approach

2019 ◽  
Vol 48 (6) ◽  
pp. 1250-1271
Author(s):  
Jeanne Albouy ◽  
Jean-Philippe Galan ◽  
Laurent Maubisson
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Behavioral Outcomes ◽  
Equation Modeling ◽  
Positive Word ◽  
Direct Effects ◽  
Positive Word Of Mouth

This research addresses the respective importance of the charitable, experiential, and service-based dimensions associated with benefit concerts. Through a consumer-based approach, we examine the effects of three antecedents (charitable scope, immersion, and quality of service) on satisfaction and behavioral outcomes (loyalty and positive word-of-mouth). Data collected on site immediately after a charity concert are analyzed with structural equation modeling. The state of immersion and the event’s charitable scope enhance the overall satisfaction, which, in turn, fosters the behavioral outcomes. Direct effects are identified; satisfaction is influenced more by immersion, whereas behavioral outcomes depend more on charitable scope. The type of initial motivation moderates the findings: The quality of service enhances satisfaction only among attendees with other-focused motivation, immersion improves satisfaction if the motivation is self-focused, and charitable scope remains an important factor of satisfaction regardless of the type of motivation.

Impact of student Trust, and Positive Word of Mouth, as Mediator variables, between the dimensions of the Quality of E-learning and Student Satisfaction at King Khalid University: أثر ثقة الطلاب وكلمة الفم الإيجابية كمتغيرات وسيطة بين أبعاد جودة التعلم الإلكتروني ورضا الطلاب بجامعة الملك خالد

2021 ◽  
Vol 5 (19) ◽  
pp. 201-176
Author(s):  
Mohammed Alsagheer Qasem Alshaebi, Yasir Tageldin Abubaker A Mohammed Alsagheer Qasem Alshaebi, Yasir Tageldin Abubaker A
Keyword(s):  
Student Satisfaction ◽  
Word Of Mouth ◽  
Positive Word ◽  
Student Trust ◽  
E Learning ◽  
Study Population ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Positive Word Of Mouth

  This study aims to test the overall satisfaction of the beneficiary students with the quality of e-learning service at King Khalid University in the Kingdom of Saudi Arabia. More specifically, this study investigates "the effect of the variables of an e-learning service quality dimensions, which include six dimensions on an overall students' satisfaction variable as a dependent variable, in addition to the two variables of student trust, and Positive Word of Mouth, which were used as mediator variables. The descriptive and analytical approach was used in this study, and a total of 729 copies of a questionnaire were obtained for the analyses which was representing the study population that consisted of all students at King Khalid University. So, this study tested the relationships between the variables, in purpose of testing the quality of measurements, as well as the study hypotheses testing. The results obtained from the analysis provided support for the theoretical model of the study, and confirmed the existence of a statistically significant impact relationship between the most variables, as well as The results showed that the positive word of mouth variable also mediates the relationship between students' trust and their overall satisfaction with the e-learning service at King Khalid University. Based on the results of the study, the theoretical and practical implications of the results of the study were discussed, in addition to providing recommendations and suggestions for future studies.

scholarly journals ANALISIS FAKTOR BAURAN PEMASARAN YANG MEMPENGARUHI KEPUASAN NASABAH SEHINGGA TERCIPTA WORD OF MOUTH POSITIF DI PT. BANK MUAMALAT INDONESIA, TBK CABANG MEDAN

INFERENSI ◽  
2013 ◽  
Vol 7 (1) ◽  
pp. 143
Author(s):  
Suryani Suryani
Keyword(s):  
Factor Analysis ◽  
Discriminant Analysis ◽  
Customer Satisfaction ◽  
Canonical Correlation ◽  
Word Of Mouth ◽  
Positive Word ◽  
Branch Number ◽  
Analysis Technique ◽  
Positive Word Of Mouth ◽  
Product Promotion

This study attempts to determine the effect of customer satisfaction in the context of the marketing mixof positive word of mouth customers of PT. Bank Muamalat Indonesia, Tbk Medan Branch. Number of questionnaires was collected as many as 50 questionnaires respondent. Analysis technique used was factor analysis followed by discriminant analysis with program of SPSS version 17.0. Based on factor analysis, it is known that one factor called location was proved to be inaccurate (correlation value <0.5) so that it is excluded from the model. Canonical correlation is obtained for 0.593 with a significance of 0.003. It can be concluded that 35.20% of the variation of positive word of mouth can be explained by the variable of discriminant Product, Promotion, Price, People, Physics and Process.

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