When Satisfaction Is Not Enough to Build a Word of Mouth and Repurchase Intention

When Satisfaction Is Not Enough to Build a Word of Mouth and Repurchase Intention

This study aims to measure the impact of service quality on word of mouth (WOM) and repurchase intention mediated by customer satisfaction. Design/methodology/approach: This cross-sectional study was conducted in all branches of Bank BPD Bali in Bali involving 91 Western Union customers at Bank BPD...

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Bibliographic Details
Main Authors: I Gusti Agung Eka Teja Kusuma, Ni Nengah Wida Yasmari, Anak Agung Putu Agung, Nengah Landra
Format: Article
Language:English
Published: University of Brawijaya 2021-08-01
Series:APMBA (Asia Pacific Management and Business Application)
Subjects:
service quality
consumer satisfaction
word of mouth
repurchase intention
service availability
accessibility
bali
Online Access:https://apmba.ub.ac.id/index.php/apmba/article/view/349

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