• Title/Summary/Keyword: Word-of-Mouth Intention

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The Influence of the Logistics Quality on the Customer Satisfaction and the word-of-mouth intention in Chinese Internet Shopping Mall (중국 인터넷 쇼핑 몰의 물류품질이 고객만족과 구전의도에 미치는 영향)

  • Yu, Liu Jia;Choi, Min-Cheol
    • Journal of the Korea Institute of Information and Communication Engineering
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    • v.18 no.6
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    • pp.1454-1461
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    • 2014
  • This study analyzes the influence of the logistics quality of Chinese internet shopping mall on the customer satisfaction. This study also analyzes the influence of the customer satisfaction on the word-of-mouth intention. Then this study examines whether there is a difference among the influences of the logistics quality on the customer satisfaction depending on the types of shopping mall and the users' traits. As a result, when it comes to the logistics quality, carriage, after service and kindness influence customer satisfaction and the customer satisfaction influences word-of-mouth intention similarly. And this research reveals that the logistics quality can not differently influence on the customer satisfaction depending on the types of shopping mall and the users' gender and ages.

The Moderating Effects of Word-of-Mouth Intention in Online Travel Agencies Service Quality

  • KWAK, Dae-Young;MIN, So-Ra
    • Journal of Distribution Science
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    • v.18 no.2
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    • pp.39-48
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    • 2020
  • Purpose: This study examines components that dictate service quality of Online Travel Agencies. Research design, data and methodology: This study performed a survey that targeted people who have purchased travel products using Online Travel Agencies in the past year at Incheon International Airport. Out of 280 questionnaires, this study selected 249(88.9%) questionnaires for analysis. In analysis, this study used statistical package called 'SPSS 22'. Results: Based on the results, this study identified that company reputation and transactional stability influenced consumers' intent to share anecdotal and practical information. Conclusions: This study discovered several major findings. First, 'convenience' and 'price', two major factors in service quality, imposed positive effects on word-of-mouth intention of consumers. In particular, 'convenience' had the most significant impact. Next, this study verified the moderating effects of 'transaction safety' and 'reputation' on the effect relationships between 'convenience' and 'price', and consumer word-of-mouth intention. The results conclude that, in fact, some statistically significant differences among the effect degrees of the two independent variables on the dependent variable according to the safety level of transaction on Online Travel Agencies website do exist. In short, 'transaction safety' variable does have moderating effects on the above relationships.

A Study on Hotel Chef Subtropical Vegetable Purchase Intention and Word of Mouth (호텔 조리사들의 아열대 채소 구매의도 및 구전에 관한 연구)

  • Kim, Hayun
    • Culinary science and hospitality research
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    • v.21 no.3
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    • pp.181-197
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    • 2015
  • This study examined the influence of perceived value, perceived quality, reasonable price of subtropical vegetables on trust, purchase intention and word of mouth among hotel chefs. For this investigation, a survey was carried out targeting hotel chefs in Korea with experience with subtropical vegetables. A total of 380 questionnaires were distributed to selected chefs over 20 days from October 1st to October 20th, 2014, of which 353 valid questionnaires were used after the exclusion of responses missing values or too much weighted tendency. A frequency analysis, factor analysis, correlation analysis, and multiple regression analysis were conducted with the use of the SPSS 18.0 package. The analysis results are as follows. First, perceived value, perceived quality and reasonable price had a positive influence on trust. Second, trust had a positive effect on purchase intention and word of mouth. Third, purchase intention positively influenced word of mouth.

The effects of brand identity of starbucks coffee speciality store on brand trust of customers, brand attachment, revisit intention, and word of mouth intention (스타벅스 커피전문점의 브랜드 아이덴티티가 고객의 브랜드신뢰도, 브랜드애착, 재방문의사 및 구전의도에 미치는 영향)

  • Lee, Jeong-Sook
    • Journal of Digital Convergence
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    • v.15 no.12
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    • pp.159-167
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    • 2017
  • The purpose of this study is to examine the effects of brand identity of coffee specialty stores on customer 's brand trust of customers, brand attachment, revisit intention, and word of mouth intention. A survey was conducted and 342 copies were used in the analysis of the structural equation model. As a result of the study, the brand identity was proved to have a positive effect on brand trust. In addition, brand trust has a positive effect on brand attachment, indicating that it affects affection on the brand depending on the degree of trust on the brand. Brand attachment had a positive influence on revisit intention and positive influence on word of mouth intention. Therefore, the proper construction of brand identity is linked to the acquisition of fixed customers by linking with the intention of repurchase, and it affects the profit generation of brand, so the brand manager can confirm that proper establishment of brand identity and marketing strategy should be set up.

A Study on Intention to Use and Word-of-mouth for Fashion Social Network Service (패션 소셜네트워크(SNS) 사용의도 및 구전의도에 관한 연구 -의복쇼핑성향, 혁신제품태도와 유행선도력의 영향을 중심으로-)

  • Park, Ji-Young;Chung, Sung-Jee;Jeon, Yang-Jin
    • Journal of the Korean Society of Clothing and Textiles
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    • v.36 no.1
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    • pp.36-45
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    • 2012
  • This study locates factors that affect the intention to use fashion SNS (social network service) and intention for word-of-mouth on fashion SNS. Independent variables were fashion shopping orientation, attitude toward innovative products, fashion leadership, and demographics. A questionnaire method was used to collect data on college students while factor analyses, multiple regression, $x^2$ analyses, and Pearson correlation coefficients were applied in analyzing data. Factor analyses resulted in four factors for fashion shopping orientation, three on attitude toward innovative products and two on fashion leadership. Multiple regression analyses showed that information compatibility of attitude toward innovative products had a significant impact on two models of intention to use fashion SNS and two models of intention for word-of-mouth on fashion SNS. Opinion leadership and gender were significant factors for two models of intention to use fashion SNS, which means that women are likely to have more intention to use fashion SNS. Meanwhile, fashion innovativeness was found to be a significant factor on two models of intention for word-of-mouth on fashion SNS. Shopping orientation factors were not important for any model. $x^2$ analyses showed that women rather than men wanted more information on online fashion shows, general fashion information, and user participation programs. Fashion major students wanted more information on online fashion shows and user participation programs than non-fashion major students.

A Study on Interrelationship to Justice dimensions of Chinese Consumers (중국소비자들의 공정성 차원 간 상호관련성에 관한 연구)

  • Park, Sung-Kyu
    • International Area Studies Review
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    • v.15 no.2
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    • pp.225-245
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    • 2011
  • This study investigates the effects of justice dimensions on negative emotion, consumer satisfaction after service recovery, repurchase intention and word-of-mouth intention in a context of service recovery. Behavioral intentions(repurchase intention and word-of-mouth intention) are critical to the discount store sellers' survival and success. The research model is an extension of previous studies, especially considering more recent developments in the service recovery literature. A survey using 458 customers in China was conducted, confirmatory factor analysis was conducted to test the validity of the measurement model, and AMOS analysis approach was used to gain important insights into how customer retention in the discount store business can be ensured. The results suggest that all three dimensions of justice had negative effects on negative emotion, had positive effects on satisfaction after service recovery. Negative emotion had negative effects on recovery satisfaction. Recovery satisfaction had positive effects on repurchase intention and word-of-mouth intention. Finally, this study suggests the implications of these findings and offers directions for future research.

A Study of affect on credibility of information source and word-of-mouth acceptance by word-of-mouth information characteristics on SNS (SNS에서 구전정보의 특성이 정보원에 대한 신뢰와 구전수용에 미치는 영향)

  • Park, Jong Soon;Lee, Jong Man
    • Journal of Korea Society of Digital Industry and Information Management
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    • v.10 no.3
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    • pp.327-338
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    • 2014
  • The purpose of this study is to investigate what the characteristics of word-of-mouth on SNS and how these factors credibility for information's source and acceptance of word-of-mouth. We proposed study model was set through overall theoretical investigation. The 179 Valid survey data were gathered from the user who have prior experience in SNS. According to factor analysis, characteristic of word-of-mouth information on SNS were classified into consensus and neutrality. And credibility for information's source and acceptance of word-of-mouth were composed sing dimension. The Hypothesis inspection says that all variables were positively correlated with each other. And consensus and valance have positive influence on credibility for information's source. Also credibility for information's source influence on acceptance of word-of-mouth and valance have positive affect trust for information's source. Several academic and practical implications are yield accordingly. Especially this study intention to provide basis which can be used for all business's effective marketing activity.

The Effect of Word-of-Mouth on Purchase Intention: A Case Study of Low-Cost Carriers in Indonesia

  • SOELASIH, Yasintha;SUMANI, Sumani
    • The Journal of Asian Finance, Economics and Business
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    • v.8 no.4
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    • pp.433-440
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    • 2021
  • This study aims at testing word-of-mouth (WOM) by mediating positive and negative perceptions of purchase intention on low-cost carriers (LCC) flights in Indonesia. One of the communications mixes that airlines can carry out is WOM. WOM is a form of communication between passengers after using a flight. The formation of a positive perception of WOM is expected by airlines. If a positive perception of WOM has formed, a purchase intention will arise. The study population included LCC flight passengers in Indonesia, involving 387 respondents. For indicators and variables, validity and reliability tests were conducted using CFA, CR, and AVE tools. Sampling locations were Soekarno-Hatta and Kualanamu airports. Sample collection was obtained through purposive sampling, and the analytical tool used was structural equation modeling (SEM) with Lisrel. The results showed that WOM influenced purchase intention through positive and negative perceptions of WOM. It can be seen that a positive perception of WOM has a direct effect, while a negative perception of WOM has the opposite effect. In conclusion, the mediation of perceptions influences purchase intention, whether it in the same direction or the opposite ones. To conclude, WOM is an antecedent for it influences purchase intention.

The Six Dimensions of Resident Satisfaction and Their Impact on Word-of-Mouth (WOM) Intention in a Continuing Care Retirement Community (CCRC): A Case Study

  • Lee, Ji-Eun
    • Asia-Pacific Journal of Business
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    • v.11 no.4
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    • pp.49-63
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    • 2020
  • Purpose - This study aims to assess six aspects of resident satisfaction (satisfaction with room, home, social interaction, meals service, staff care, and resident involvement) and to identify the most influential aspect of satisfaction upon word-of-mouth (WOM) intention in a continuing care retirement community (CCRC). Design/methodology/approach - A total of 293 paper survey questionnaires with a cover letter and postage paid envelopes were mailed to the CCRC residents. To test reliability and validity of the multidimensional resident satisfaction, exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used. Then, the structural equation modeling technique (SEM) was applied to test causal relationship between resident satisfaction and WOM intention. Multiple regression was used to identify the most influential aspect of resident satisfaction on WOM intention in the CCRC. Findings - The results of EFA and CFA on the 157 responses received out of the total 293 surveys indicated that six dimensions of resident satisfaction were statistically distinct. Among the six dimensions, satisfaction with resident involvement, social interaction, and staff care significantly influenced their WOM intention. Furthermore, the most influential aspect of satisfaction upon WOM intention was resident involvement. Research implications or Originality - This study empirically tested the six dimensions of CCRC resident satisfaction, and identified resident involvement as the most influential factor upon WOM intention in a CCRC where WOM intentions plays a crucial role during the selection process of prospective residents.

Effect That Type Gets in Consumer Communication : Product Participation Level and Internet Word-of-mouth -Laying stress on purchase review of product and Internet shopping mall by FCB Model- (제품 관여수준과 인터넷 구전메시지 유형이 소비자 커뮤니케이션에 미치는 영향 -FCB 모델에 따른 제품과 인터넷 쇼핑몰의 구매 댓글을 중심으로-)

  • Chin, Hong-Kun;Lee, Eun-Joo
    • Management & Information Systems Review
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    • v.22
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    • pp.85-115
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    • 2007
  • Following is discovered in this study by some. First, attribute(product/non- product) of that truth that get through experiment of this study is WOM deduced result that have statistical meaning in dependent variable which is public trust only in this study. Specially, information by word of mouth type received High positive response more with non-product information by word of mouth attribute than the product attribute in all experiment products that is parted according to involvement. Consumer's response by involvement level of product can affect for site attitude, public trust, and intention to purchase by second. For example, consumer's site attitude has induced the most positive response, and can confirm positive response of High consumer most in that involvement sensitivity product in that participation reason type product and could confirm response that is the most positive in that involvement reason product even if there is for intention to purchase. Result of this study is grasped that have High mean value relatively in site attitude, product attitude, information by word of mouth effect, public trust, brand attitude, purchase intention etc. generally that product involvement and information by word of mouth attribute are interrelation by third. This can change fairly data processing process according to consumer's Involvement Level, behavior deterministic process, consumer's action with attitude formation process, and involvement for products. High occasion than is low incline more efforts in information retrieval and is discreet result such as study finding of produce.

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