The Influence of Service Quality, Customer Satisfaction, Price, and Word of Mouth on Repurchase Interests in Drugstore

The The Role of Customer Satisfaction on the Relationship between Service Quality, Price and Word of Mouth (WOM): The Experience of EDTL.EP in Dili, Timor-Leste

“…Thus, price is an important variable for customers to consider in the market. Nevertheless, for new buyers, involvement in WOM is very helpful particularly listening to their relatives who they already have trust in them (Rani & Usman, 2019;William, 2017).…”

“…As cited in Iuliana-Raluca (2012), interpretations of WOM covers oral, person to person communication, between a communicator and a receptor, where the latter is perceived as non-commercial in relation to a product/ service (Arndt, 1967), telling dissatisfaction/ unsatisfactory (Richin, 1983;Sing, 1990), or sharing of salient experience (Higie et al, 1987). More recently, WOM is defined as a statement, rationally or non-personal that is conveyed by someone other than the service provider to the customer (Rani & Usman, 2019).…”

“…Despite the importance of the concept, WOM is typically not easy to measure, particularly in the service area. Rani & Usman (2019) suggest dimensions to measure WOM including, first, information from other people, either we directly meet or from social media. Given the fact that WOM is more credible, customers often change their purchase decision after receiving information from other people (Kotler & Armstrong, 2012).…”

“…This concept is based on the grand theory of Service Quality (SERVQUAL) coined by Parasuraman et al, (1988;1994) in relations to customer satisfaction. The relationship between price and WOM is adapted according to the study of Rani & Usman (2019) and Matzler et al, (2019). Nevertheless, other models developed by Allaham & Aljumaa (2014), Chaniotakis & Lymperopoulos (2009), Susilowati & Yasri (2019) and Carvalho et al, (2020) are also reflected in this study.…”

“…In the recent decades, more and more people starting to talk about the term of Word-of Mouth (WOM) as an important factor in the business market (Matzler, Teichmann, Strobl, & Partel, 2019;Yasa & Setiawan, 2018). Empirical studies show that buyers often have the tendency to listen to people they know and meet regularly because they are considered as independent and have no commercial interest with a company (Ng, David, & Dagger, 2011;Nieto, Hernández-Maestro, & Muñoz-Gallego, 2014;Rani & Usman, 2019). Therefore, it gives more credibility to WOM as an essential variable in the market.…”