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Sutriani Sutriani
Universitas Islam Negeri Makassar
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Journal : Jurnal Ilmiah Manajemen Kesatuan

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The Influence Of Experience, Satisfaction And Service Quality On Word Of Mouth Intentions And Customer Loyalty Sutriani, Sutriani; Muslim, Muslim; Ramli, Abdul Haeba
Jurnal Ilmiah Manajemen Kesatuan Vol. 12 No. 4 (2024): JIMKES Edisi Juli 2024
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v12i4.2605

Abstract

Customer satisfaction is very important for business because high customer satisfaction will increase company profits. The aim of this research is to examine service quality, where positive service quality has major implications for customer assessment, has an impact on customer satisfaction and customer satisfaction itself has an influence on customer loyalty and word of mouth intentions. This research used a purposive sampling method involving 150 non-local fashion brand customers from Tangerang and Jakarta. Data analysis uses Structural Equation Modeling (SEM). This research produces findings including that customer experience has a negative effect on customer loyalty, service quality has a positive effect on customer satisfaction which ultimately has a positive effect on customer loyalty and word of mouth intentions. There are several limitations to this research, including only using one industry as the research object, an online questionnaire distribution system and the need to add other variables to expand the findings so that it is hoped that future researchers can fill these gaps. Keywords: Customer Satisfaction, Customer Experience, Service Quality, Customer loyalty, Word Of Mouth (WOM)
Co-Authors AA Sudharmawan, AA Abdul Haeba Ramli, Abdul Haeba Achmadi Achmadi Alfiah Anwar Anwar Baharuddin Paloloang Chalirafi, Chalirafi Ferizaldi Ferizaldi Hamdiah Hamdiah harum, muhammad Huzaini, Moh Indrijawati, Aini Khatima, Khusnul Likdanawati Lubis, Junita Mahusfah, Ilmanda Tegar Maria Ulfah Marinus Barra’ Tandiayuk Marwati - Mediaty Muhammad Ainun Najib, Muhammad Ainun Muhammad Multazam Muslim Muslim Nur Hidayat Nurasikin, Nurasikin Pratama Kohar, Yansen Pristiyono, Pristiyono Ramli, Arif Rahman Rico Nur Ilham Ristati, Ristati Rukli Rukli Salsabila, Tsarwah Sriany Ersina Sukmawati Sukmawati Tandiayuk, Marinus Barra’ Yusuf, Marwah Zamad, Nurmiati Zulham, Zulham