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p-Index From 2020 - 2025
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All Journal Al-Kharaj: Journal of Islamic Economic and Business
Ni Wayan Giri Adnyani
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Economics, Econometrics & Finance

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Servicescape and Service Quality for E-WOM Through Memorable Experiences: A Case Of Suriwathi Hotel Restaurant Winada, I Made Andika Pramudya Utama; I Ketut Surata; Ni Wayan Giri Adnyani
Al-Kharaj: Journal of Islamic Economic and Business Vol. 7 No. 4 (2025): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v7i4.8048

Abstract

This study examines the influence of service quality and servicescape on electronic word of mouth (E-WOM) through memorable customer experience at Suriwathi Hotels and Villas Legian restaurant. Using a quantitative approach with SEM-PLS, the sample consisted of 230 tourist respondents. The findings show that service quality and servicescape significantly affect memorable customer experience and E-WOM, both directly and indirectly. Memorable customer experience plays a mediating role, confirmed by the Sobel Test, while CFA results validate the construct’s reliability. The study highlights the role of memory clarity and long-term recall in shaping positive digital communication. Theoretically, it strengthens SOR theory in hospitality, and practically, it offers strategic insights for optimizing service quality and servicescape to enhance E-WOM as a promotional tool in Suriwathi Hotel Restaurant.
Co-Authors I Ketut Surata Winada, I Made Andika Pramudya Utama