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All Journal The Asian Journal of Technology Management (AJTM) Asia-Pacific Management and Business Application Advances in Global Economics and Business Journal Journal of Tourism Economics and Policy Jurnal Manajemen Widya Amerta International Journal of Applied Business and International Management Journal of International Conference Proceedings
Kusuma, I Gusti Ngurah Agung Eka Teja
Mahasaraswati Denpasar University
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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When Satisfaction Is Not Enough to Build a Word of Mouth and Repurchase Intention Kusuma, I Gusti Agung Eka Teja; Yasmari, Ni Nengah Wida; Agung, Anak Agung Putu; Landra, Nengah
APMBA (Asia Pacific Management and Business Application) Vol. 10 No. 1 (2021)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2021.010.01.1

Abstract

This study aims to measure the impact of service quality on word of mouth (WOM) and repurchase intention mediated by customer satisfaction. Design/methodology/approach: This cross-sectional study was conducted in all branches of Bank BPD Bali in Bali involving 91 Western Union customers at Bank BPD Bali as respondents. The research hypothesis was tested using a second order model processed by Structural Equation Modeling (SEM) analysis techniques with PLS software. Findings: Satisfaction has "tired" itself as a mediating buffer of quality of service to build loyalty or intention to buy back and word of mouth positive. The evidence shows, service quality has a positive and significant effect on word of mouth and repurchase intention, but satisfaction fails to mediate the effect of service quality on word of mouth and repurchase intention. Customer satisfaction does not affect word of mouth and repurchase intention Practical/implications: Service quality programs must be able to consider other effects besides satisfaction to build word of mouth and repurchase intention. Satisfaction is dynamic and difficult to maintain when competition is getting tougher.
Co-Authors Alviccenia Lailatul Mukaromah Anak Agung Putu Agung Anak Agung Putu Agung Gregorius Paulus Tahu HITAYANI, Cokorda Putri I Gede Rihayana LAKSEMINI, Kadek Dewi Indah Sri Luh Kemala Putri Widhiari Mawaddah, Nurifina Mukaromah, Alviccenia Lailatul Nengah Landra Ni Kadek Ita Riyanti Ni Nengah Wida Yasmari Ni Putu Cempaka Dharmadewi Atmaja Ni Putu Nita Anggraini Ni Putu Nita Anggraini Putu Kepramareni Yasmari, Ni Nengah Wida Yuliadewi, Nyoman Wiwiek