The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of Indonesia
This research aims to find how effective word of mouth in a B2B environment is based on loyalty and customer satisfaction. Word of mouth (WOM) influence among the knitting industry is very important, since it provides sustainability for the business itself. Using PLS (Partial Least Square) modelin...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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IEECA
2022-06-01
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| Series: | Journal of Eastern European and Central Asian Research |
| Subjects: | |
| Online Access: | https://ieeca.org/journal/index.php/JEECAR/article/view/889 |
| _version_ | 1811250684048179200 |
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| author | Romat Saragih Ran Liu Clarissa Aulia Putri Mahendra Fakhri Mahir Pradana |
| author_facet | Romat Saragih Ran Liu Clarissa Aulia Putri Mahendra Fakhri Mahir Pradana |
| author_sort | Romat Saragih |
| collection | DOAJ |
| description |
This research aims to find how effective word of mouth in a B2B environment is based on loyalty and customer satisfaction. Word of mouth (WOM) influence among the knitting industry is very important, since it provides sustainability for the business itself. Using PLS (Partial Least Square) modeling, this study provides additional evidence indicating customer satisfaction has both direct and indirect effects on B2B partners’ positive WOM activities. The B2B samples were collected from knitting industries in Indonesia. The research finding indicates that a high level of customer satisfaction directly increases positive WOM activities; the mediation effect of customer loyalty between customer satisfaction and WOM activities also has a significant effect.
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| first_indexed | 2024-04-12T16:08:21Z |
| format | Article |
| id | doaj.art-b5f84ffb777643268e3d2957ec06042b |
| institution | Directory Open Access Journal |
| issn | 2328-8272 2328-8280 |
| language | English |
| last_indexed | 2024-04-12T16:08:21Z |
| publishDate | 2022-06-01 |
| publisher | IEECA |
| record_format | Article |
| series | Journal of Eastern European and Central Asian Research |
| spelling | doaj.art-b5f84ffb777643268e3d2957ec06042b2022-12-22T03:26:00ZengIEECAJournal of Eastern European and Central Asian Research2328-82722328-82802022-06-019310.15549/jeecar.v9i3.889The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of IndonesiaRomat Saragih0Ran Liu1Clarissa Aulia Putri2Mahendra Fakhri3Mahir Pradana4Telkom University, BandungCentral Connecticut State UniversityTelkom University, BandungTelkom UniversityTelkom University This research aims to find how effective word of mouth in a B2B environment is based on loyalty and customer satisfaction. Word of mouth (WOM) influence among the knitting industry is very important, since it provides sustainability for the business itself. Using PLS (Partial Least Square) modeling, this study provides additional evidence indicating customer satisfaction has both direct and indirect effects on B2B partners’ positive WOM activities. The B2B samples were collected from knitting industries in Indonesia. The research finding indicates that a high level of customer satisfaction directly increases positive WOM activities; the mediation effect of customer loyalty between customer satisfaction and WOM activities also has a significant effect. https://ieeca.org/journal/index.php/JEECAR/article/view/889word-of-mouth (WOM)social mediasatisfationloyaltyknitting industry |
| spellingShingle | Romat Saragih Ran Liu Clarissa Aulia Putri Mahendra Fakhri Mahir Pradana The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of Indonesia Journal of Eastern European and Central Asian Research word-of-mouth (WOM) social media satisfation loyalty knitting industry |
| title | The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of Indonesia |
| title_full | The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of Indonesia |
| title_fullStr | The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of Indonesia |
| title_full_unstemmed | The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of Indonesia |
| title_short | The role of loyalty and satisfaction in forming word-of-mouth influence in a B2B environment: EvIdence from the knitting industry of Indonesia |
| title_sort | role of loyalty and satisfaction in forming word of mouth influence in a b2b environment evidence from the knitting industry of indonesia |
| topic | word-of-mouth (WOM) social media satisfation loyalty knitting industry |
| url | https://ieeca.org/journal/index.php/JEECAR/article/view/889 |
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