The Interaction Between Customer Experience, Satisfaction and Positive Word of Mouth: A Study on City Marketing in Afyonkarahisar

Özmen, Alparslan; Ögel, İlkin Yaran

doi:10.1108/s1569-375920200000104007

Cited by 3 publications

(1 citation statement)

References 22 publications

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“…Research on customer experience has drawn attention from various disciplines Based on previous studies, customer experience has been the subject of study in various disciplines, such as tourism [9] and management science [10]. Several studies show that e-WOM and how to communicate customer experiences are considered important sources of information in the business market.…”

Section: Introductionmentioning

confidence: 99%

Borobudur Tourists' Electronic Word of Mouth: The Impact of Memorable Tourism Experiences

Muliawanti,

Masrini,

Pambuko

2024

E3S Web Conf.

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Electronic Word of Mouth (e-WOM) activities play a crucial role in sharing information online, including the sustainability of a tourist destination, which is influenced by the ripple effect of tourists sharing their experiences on social media. This study aims to examine the influence of memorable tourism experiences, which include factors like hedonism, refreshment, novelty, and involvement, on tourists' e-WOM at Borobudur. Data was collected through questionnaires from Borobudur visitors, and multiple linear regression analysis was employed. Our findings indicate that knowledge, involvement, and novelty have positive impact on e-WOM, while hedonism has negative impact. Consequently, comprehensive and diverse management of tourism experiences is key to influencing tourists' intentions to contribute to e-WOM.

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Section: Introductionmentioning

confidence: 99%

Borobudur Tourists' Electronic Word of Mouth: The Impact of Memorable Tourism Experiences

Muliawanti,

Masrini,

Pambuko

2024

E3S Web Conf.

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Loyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia

Anwar¹,

Mochlasin²,

Puspita³

et al. 2021

E3S Web Conf.

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The Covid-19 pandemic, which causes social distancing, has an impact on a surge of buying and selling through mobile commerce. On the other hand, customers are at the risk of online service failure in m-commerce. This research tested the quality model of m-commerce service that integrates the justice variable from the Islamic perspective on Muslim women's loyalty and word of mouth with satisfaction as the mediating variable and personal innovation and customer expertise as the moderating variables. This research is survey research involving 323 Muslim women who use the C2C m-commerce platform services in Indonesia. Data analysis is presented in Structural Equation Modeling. The result shows that distributive justice, procedural justice, visual appeal, ease of use, and security influenced satisfaction, while information quality, load speed, and interactional justice did not affect satisfaction. This research proves that the principle of justice in buying and selling process for Muslim women exists in the m-commerce service so that it plays a positive role in satisfaction which has an impact on the loyalty and word of mouth of Muslim women. This research contributes to providing theoretical background as a service standard for m-commerce platforms that are user-friendly for Muslim women.

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Factors influencing food consumption satisfaction and purchase decisions of restaurant consumers

Maziriri

Rukuni

Chuchu

2021

Cogent Business & Management

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This research examined how multi-sensory dimensions like sight, sound, and smell would influence customer attitudes toward quick-service restaurants, restaurant patronage intentions, food purchasing decisions, food consumption satisfaction, restaurant attachment, repurchase intention, and positive word of mouth in South African quick-service restaurants. The research embraced a quantitative approach. An online questionnaire was used to collect data from restaurant customers in the Bloemfontein metropolitan. The hypotheses were analysed by applying structural equation modelling. The results uncovered that the study variables were significantly associated and surprisingly, restaurant attachment had a negative and insignificant effect on positive word of mouth. This research adds new fresh knowledge to the established body of knowledge in the context of restaurant food consumption behaviour. This area has little research attention in developing African countries like South Africa.

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The Interaction Between Customer Experience, Satisfaction and Positive Word of Mouth: A Study on City Marketing in Afyonkarahisar

Cited by 3 publications

References 22 publications

Borobudur Tourists' Electronic Word of Mouth: The Impact of Memorable Tourism Experiences

Borobudur Tourists' Electronic Word of Mouth: The Impact of Memorable Tourism Experiences

Loyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia

Factors influencing food consumption satisfaction and purchase decisions of restaurant consumers

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