The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of Indonesia

Saragih, Romat; Liu, Ran; Putri, Clarissa Aulia; Fakhri, Mahendra; Pradana, Mahir

doi:10.15549/jeecar.v9i3.889

Cited by 5 publications

(5 citation statements)

References 21 publications

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“…Positive word-of-mouth occurs when consumers' expectations are exceeded [56]. Customers' repurchase intentions and word-of-mouth increase as a company's relationship with its customers strengthens [49,57]. Trust is considered the most crucial customer satisfaction driver, followed by performance expectations and perceived value [58].…”

Section: Customer Satisfactionmentioning

confidence: 99%

Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability

2022

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This study explored the effects of perceived value, price sensitivity, word-of-mouth, and customer satisfaction on the repurchase intentions of consumers who had purchased safety shoes. The survey was conducted from 15 December 2021 to 15 February 2022. A total of 621 valid questionnaires were analyzed by structural equation modeling. The empirical results show that perceived value significantly positively affected customer satisfaction, word-of-mouth, and repurchase intention. Customer satisfaction had a significant positive effect on word-of-mouth and repurchase intention. Price sensitivity and word-of-mouth had a significant positive effect on repurchase intention. Customer satisfaction and word-of-mouth partially mediated between perceived value and repurchase intention. However, there was no mediation effect between price sensitivity and repurchase intention. Thus, price sensitivity directly affected consumers’ repurchase intentions. Based on the results, this study proposed suggestions to practitioners, such as emphasizing the eco-design of safety shoes and promoting environmental sustainability to enhance consumers’ perceived value, as well as understanding the consumers’ price sensitivity to the product. The findings can provide practitioners with references regarding operational strategies to promote sustainable business operations globally amid the present environment, social, and governance wave.

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Section: Customer Satisfactionmentioning

confidence: 99%

Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability

2022

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“…In this study, it was fol und that custol mel r satisfactiol n has a significant col ntributiol n tol wol rd ol f mol uth in thel col ntel xt ol f bank sel rvicel s. Whel n custol mel rs arel satisfiel d with thel sel rvicel s prol videl d by thel bank, thel y tel nd tol sharel thel ir pol sitivel el xpel riel ncel s with ol thel rs throl ugh wol rd ol f mol uth (Saragih et al, 2022). Wol rd ol f mol uth is a phel nol mel nol n in which satisfiel d custol mel rs rel col mmel nd banks tol family, friel nds, and businel ss assol ciatel s, as wel ll as prol videl pol sitivel rel viel ws throl ugh sol cial mel dia (Kristanti et al, 2022a).…”

Section: Contribution Of Customer Satisfaction To Word Of Mouth Promo...mentioning

confidence: 82%

The Impact of Bank Service Quality on Satisfaction that Impacts Word of Mouth Promotion

Aripin,

Paramarta,

Kosasih

et al. 2023

JSA

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Beckground: In the banking industry, service quality is an important factor in maintaining and increasing customer satisfaction. One indicator of the success of service quality is word of mouth by satisfied customers. However, there is still little in-depth research on the impact of bank service quality on customer satisfaction that impacts word of mouth. Aims: This study aims to analyze the impact of bank service quality on customer satisfaction and identify how customer satisfaction contributes to word of mouth in the context of the banking industry. Research Methods: This study used a qualitative approach with in-depth interviews as the data collection technique. The respondents were bank customers who have used the bank's services in the recent period. The collected data were analyzed using content analysis techniques to identify themes and patterns in customer responses. Results and Conclussion: This study used a qualitative approach with in-depth interviews as a data collection technique. The respondents were bank customers who have used the bank's services in the last period. The collected data were analyzed using content analysis techniques to identify themes and patterns in customer responses. Contribution: This study uses a qualitative approach with in-depth interviews as a data collection technique. The respondents of this study are bank customers who have used bank services in the last period. The collected data were analyzed using content analysis techniques to identify themes and patterns in customer responses.

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“…Some studies have questioned the relationship between satisfaction and loyalty, qualifying that this link depends on the sector, the type of customers, the measures used, and the mediating or moderating variables (Kumar et al, 2013). In the B2B context, the contributions con rm that satisfaction exerts a certain in uence, directly or indirectly, on loyalty (Elsäßer & Wirtz, 2017;Saragih et al, 2022). Therefore, companies that are satis ed with their provider are more likely to develop behaviours and/or attitudes related to the intention of maintaining the relationship.…”

Section: Relational Basesmentioning

confidence: 99%

Segmenting tourism companies with relational and technological bases

Fuentes-Blasco,

Moliner-Velázquez,

Gil-Saura

et al. 2023

Preprint

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The objective of this study is to achieve a travel agencies segmentation based on both relational (trust, commitment, satisfaction, and loyalty) and technological (advancement and use of Information and Communication Technologies) criteria that improve the understanding of their strategic behaviours. The segmentation methodology uses a tandem approach: correspondence and hierarchical cluster analysis. From a sample of 256 travel agencies, four segments have been identified. Relational criteria have made it possible to segment only the retail agency market, while technological criteria have been shown to be more capable of segmenting the wholesale agency market. This work contributes to the advancement of the literature on business-to-business segmentation in tourism by providing a more complete vision of the segmentation of companies. From a practical approach, it allows a better knowledge of the agency segments, so it could be used for the selection not only of providers (customer perspective) but also of target segments (service provider perspective).

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The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of Indonesia

Cited by 5 publications

References 21 publications

Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability

Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability

The Impact of Bank Service Quality on Satisfaction that Impacts Word of Mouth Promotion

Segmenting tourism companies with relational and technological bases

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