The Influence of Customer Satisfaction on Trust, Word of Mouth, and Repurchase Intention: Case for Consumer of Souvenir Stores in Yogyakarta

miswanto, miswanto and Angelia, Yessi Ria The Influence of Customer Satisfaction on Trust, Word of Mouth, and Repurchase Intention: Case for Consumer of Souvenir Stores in Yogyakarta. In Proceedings of the 7th International Conference on Entrepreneurship and Business Management (ICEBM Untar 2018). pp. 308-313.

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Abstract

The problems in this research are 1) whether consumer satisfaction has an effect on consumer's trust, 2) whether consumer's satisfaction influences by word of mouth, and 3) whether consumer satisfaction has an effect on repurchase intention. This research examines the influence of customer satisfaction on repurchase intention, trust, and word of mouth on customers of souvenir store in Yogyakarta. Selection of the sample in this study is done by using purposive sampling with one criterion: they have shopped in souvenir stores in Yogyakarta. Data were collected by using questionnaires, and 200 souvenir store customers participated in this study. The data were analyzed by using Structural Equation Modeling (SEM) with Amos computer program. The results show that customer satisfaction has a positive influence on repurchase intention, trust, and word of mouth.

Item Type:	Article
Uncontrolled Keywords:	Customer Satisfaction, Repurchase Intention, Trust, Word of Mouth, and Souvenir Store.
Subjects:	MANAJEMEN > Sumber Daya Manusia
Divisions:	Dosen STIE YKPN > Artikel > Jurnal
Depositing User:	Unnamed user with email webmaster@stieykpn.ac.id
Date Deposited:	31 Mar 2023 07:19
Last Modified:	09 Apr 2023 07:00
URI:	http://repositorybaru.stieykpn.ac.id/id/eprint/827

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