Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café
DOI:
https://doi.org/10.21512/bbr.v9i1.3915Keywords:
jamu, service quality, word-of-mouth, consumer satisfaction, repurchase intentionAbstract
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.
Plum Analytics
References
Afdhal, A. F. & Welsch, R. L. (1988). The rise of the modern jamu industry in Indonesia: A preliminary overview. In Geest, S., & Whyte, S. R. (Eds.), The context of medicines in developing countries: Studies in pharmaceutical anthropology (pp. 149-172). Berlin, Germany: Springer Science & Business Media.
Ali, M. & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: The modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), 559-577. https://doi.org/10.1080/14783363.2015.1100517
Arndt, J. (1967). Word of mouth advertising: A review of the literature. New York: Advertising Research Foundation Inc.
Cho, Y. N. (2009). Word-of-mouth and repurchase intentions in the service context: Beauty salon (Master Thesis). Purdue University.
Davidow, M. (2003). Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 67-80.
Eisingerich, A. B., Auh, S., & Merlo, O. (2014). Acta non verba? The role of customer participation and word of mouth in the relationship between service firms’ customer satisfaction and sales performance.
Journal of Service Research, 17(1), 40-53.
Elbeltagi, I. & Agag, G. (2016). E-retailing ethics and its impact on customer satisfaction and repurchase intention: A cultural and commitment-trust theory perspective. Internet Research, 26(1), 288-310.
Ennew, C. T. & Binks, M. R. (1996). The impact of service quality and service characteristics on customer retention: Small businesses and their banks in the UK. British Journal of Management, 7(3), 219-230.
Fakharyan, M., Omidvar, S., Khodadadian, M. R., Jalilvand, M. R., & Vosta, L. N. (2014). Examining the effect of customer-to-customer interactions on satisfaction, loyalty, and word-of-mouth behaviors in the hospitality industry: The mediating role of personal interaction quality and service atmospherics. Journal of Travel & Tourism Marketing, 31(5), 610-626.
Goyette, I., Ricard, L., Bergeron, J., & Marticotte, F. (2010). E-WOM scale: Word of mouth measurement scale for e-services context. Canadian Journal of Administrative Sciences/Revue Canadienne des
Sciences de l’Administration, 27(1), 5-23.
Grewal, D., Krishnan, R., Baker, J., & Borin, N. (1998). The effect of store name, brand name and price discounts on consumers’ evaluations and purchase intentions. Journal of Retailing, 74(3), 331-352.
Hair, J. F., Black, B., Babin, B., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis. New Jersey: Prentice-Hall, Inc.
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service
Sciences, 9(1), 21-40.
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research, 4(3), 230-247.
Holmes-Smith, P. (2010). Structural Equation Modeling: From the fundamentals to advanced topics. Melbourne: SREAMS (School Research Evaluation and Measurement Services).
Hu, L. & Bentler, P. M. (1995). Evaluating model fit. In R. H. Hoyle (Ed.), Structural Equation Modeling: Concepts, issues, and applications (pp. 76-99). London: SAGE.
Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55.
Jalilvand, M. R., Salimipour, S., Elyasi, M., & Mohammadi, M. (2017). Factors influencing word of mouth behaviour in the restaurant industry. Marketing Intelligence & Planning, 35(1), 81-110.
Kant, R., Jaiswal, D., & Mishra, S. (2017). The investigation of service quality dimensions, customer satisfaction and corporate image in Indian public sector banks: An application of Structural Equation Model (SEM). Vision, 21(1), 76-85.
Khazaei, A., Manjiri, H., Samiey, E., & Najafi, H. (2014). The effect of service convenience on customer satisfaction and behavioral responses in bank industry. International Journal of Basic Sciences &
Applied Research, 3(1), 16-23.
Kitapci, O., Akdogan, C., & Dortyol, I. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-ofmouth communication in the public healthcare
industry. Procedia-Social and Behavioral Sciences, 148, 161-169.
Liang, L. J., Choi, H. S. C., & Joppe, M. (2017). Understanding repurchase intention of Airbnb consumers: Perceived authenticity, electronic wordof-mouth, and price sensitivity. Journal of Travel &
Tourism Marketing, 34(1) 1-17. https://doi.org/10.1080/10548408.2016.1224750
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:
a. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License - Share Alike that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
b. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
USER RIGHTS
All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: Creative Commons Attribution-Share Alike (CC BY-SA)
