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Positive word of mouth in the form of recommendations and referrals is the most effective way to recruit new students. The purpose of this study was to determine how service quality, parental satisfaction, and brand trust affect the likelihood of parents recommending their child’s international school to family and friends and to test the mediating...
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... four criteria include: the construct reliability (Cronbach Alpha value) should be >0.7; the explained variance (AVE) within each construct should be larger than 0.5; the standardized factor loading of each observed variable to the latent construct should be at least 0.60; and the composite reliability (CR) should be at last 0.70. The requirements of these four criteria were met and are listed in Table 3. The factor loading of the observed variables was greater than the recommended minimum of 0.6. ...Citations
... Researchers use Brand Trust as a novelty and differentiator from previous research. (Stribbell & Duangekanong, 2022) saw that trust in brands is used as a reference in influencing others to recommend brands. Brand trust plays an important role in developing consumers' emotional ties to a brand. ...
... This value proves that there is a significant positive relationship between brand trust and customer satisfaction. Trust in the brand is used as a reference in influencing others to recommend the brand (Stribbell & Duangekanong, 2022). Brand trust is believed to strengthen relationships with customers who are satisfied using the brand (Uzir et al., 2021). ...
brand experience, brand authenticity, brand equity, brand trust, and customer satisfaction in Generation Y and Z shoe footwear. This study uses a quantitative approach method using a purposive sampling technique, resulting in 177 samples supported by structural Equation Modeling (SEM) and analyzed through AMOS Graphics 24 software. The results of the analysis show that brand authenticity has a significant negative effect on customer satisfaction. Brand experience on brand authenticity has a significant positive impact. Brand experience and relationships have a significant positive effect on customer satisfaction. The relationship between brand experience has a significant positive effect on brand equity. The impact of brand authenticity on brand trust has a significant positive effect. The relationship between brand authenticity and customer satisfaction directly impacts customer satisfaction because it has a significant negative effect, meaning that brand authenticity can have a positive and negative impact based on customer satisfaction.
... It is an essential component in determining users' overall perceptions of the quality of a product or service 66 . The relationship between satisfaction and WOM has been extensively studied and well-established 67,68 . Satisfied customers are more likely to share their positive experiences with others, influencing their decision-making process 32,69 . ...
... The study's findings corroborate the hypothesis that satisfaction with ChatGPT has a positive impact on WOM communication among office workers. This relationship between satisfaction and WOM is well-documented www.nature.com/scientificreports/ in the literature [67][68][69]97 . Studies by Anderson 69 and Zeithaml et al. 97 indicate that a high level of satisfaction leads to positive WOM, reaffirming the strength and relevance of this association across different fields. ...
The rapid proliferation and integration of AI chatbots in office environments, specifically the advanced AI model ChatGPT, prompts an examination of how its features and updates impact knowledge processes, satisfaction, and word-of-mouth (WOM) among office workers. This study investigates the determinants of WOM among office workers who are users of ChatGPT. We adopted a quantitative approach, utilizing a stratified random sampling technique to collect data from a diverse group of office workers experienced in using ChatGPT. The hypotheses were rigorously tested through Structural Equation Modeling (SEM) using the SmartPLS 4. The results revealed that system updates, memorability, and non-language barrier attributes of ChatGPT significantly enhanced knowledge acquisition and application. Additionally, the human-like personality traits of ChatGPT significantly increased both utilitarian value and satisfaction. Furthermore, the study showed that knowledge acquisition and application led to a significant increase in utilitarian value and satisfaction, which subsequently increased WOM. Age had a positive influence on WOM, while gender had no significant impact. The findings provide theoretical contributions by expanding our understanding of AI chatbots' role in knowledge processes, satisfaction, and WOM, particularly among office workers.
... The seventh hypothesis (H7) states that "e-service quality has a positive and significant effect on word of mouth mediated customer satisfaction" based on testing the seventh hypothesis (H7) accepted indicated that the value of T statistics is 7.956 greater than T table 1.96 and the value of P-value is 0.000 smaller from 0.05 (significant), while the positive coefficient value of 0.578 means that if the E-Service Quality variable is increased by 1 unit, it results in an increase in the Word of Mouth variable mediated by the Customer Satisfaction variable of 0.578 units. This is also supported by research conducted by (Stribbell & Duangekanong, 2022) that service quality is an important element that can cause positive word of mouth mediated by customer satisfaction. Alfagift can increase word of mouth by using the dimensions of e-service quality and customer satisfaction because it has a fairly high influence of 57.8%. ...
This study aims to investigate various significant relationships in the context of the online retail industry. The focus includes analyzing the positive influence of E-Service Quality on Customer Retention, Customer Satisfaction, and Word of Mouth, as well as identifying the positive influence of E-Service Quality on Customer Satisfaction. Furthermore, this study looked for the positive influence of Customer Satisfaction on Customer Retention and Word of Mouth. In addition, the study will also consider the effect of E-Service Quality on Customer Retention and Word of Mouth by mediating through Customer Satisfaction. This study used quantitative methods with survey techniques using questionnaires. The research sample was 190 respondents domiciled in Jabodetabek. The research instrument is prepared based on the operationalization of variables measured using the Likert scale. This research concludes that E-Service Quality plays an important role in influencing Customer Retention, Customer Satisfaction, and Word of Mouth in the context of the online retail industry. The quality of electronic services has a positive and significant impact on customer retention, retaining customers, and influencing their satisfaction. In addition, the quality of electronic services also plays a role in the development of brand reputation through positive recommendations and word-of-mouth influence. The results also show that Customer Satisfaction has a central role in linking the quality of electronic services with Customer Retention and Word of Mouth
Penelitian ini bertujuan untuk menguji hipotesis dan menjelaskan fenomena dalam bentuk hubungan antar variabel-variabel, yaitu brand image, harga, word of mouth, brand trust, dan kualitas pelayanan terhadap minat penggunaan transportasi online Maxim pada mahasiswa Fakultas Ekonomi dan Bisnis Universitas PGRI Semarang. Penelitian ini menggunakan metode pendekatan kuantitatif. Teknik analisis data yang digunakan dalam penelitian ini adalah regresi linier berganda dengan pengujian menggunakan SPSS. Hasil pengujian menunjukkan brand image dan harga tidak memiliki pengaruh terhadap minat penggunaan transportasi online Maxim. Word of mouth, brand trust, dan kualitas pelayanan memiliki pengaruh positif signifikan. Brand image, harga, word of mouth, brand trust, dan kualitas pelayanan secara bersamaan mempengaruhi secara positif dan signifikan. Pentingnya mengelola dan meningkatkan sejumlah aspek dalam menciptakan gambaran positif dan menyenangkan bagi pengguna. Pengaruh positif dari kombinasi variabel tersebut bisa menunjukkan adanya interaksi atau hubungan yang saling memperkuat antar variabel.
