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

Miswanto Miswanto, Yessi Ria Angelia

2018

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.

Paper Citation

in Harvard Style

Miswanto M. and Angelia Y. (2018). 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, ISBN 978-989-758-363-6, pages 308-313. DOI: 10.5220/0008492303080313

in Bibtex Style

@conference{icebm untar18,
author={Miswanto Miswanto and Yessi Ria Angelia},
title={The Influence of Customer Satisfaction on Trust, Word of Mouth, and Repurchase Intention: Case for Consumer of Souvenir Stores in Yogyakarta},
booktitle={Proceedings of the 7th International Conference on Entrepreneurship and Business Management - ICEBM Untar,},
year={2018},
pages={308-313},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008492303080313},
isbn={978-989-758-363-6},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 7th International Conference on Entrepreneurship and Business Management - ICEBM Untar,
TI - The Influence of Customer Satisfaction on Trust, Word of Mouth, and Repurchase Intention: Case for Consumer of Souvenir Stores in Yogyakarta
SN - 978-989-758-363-6
AU - Miswanto M.
AU - Angelia Y.
PY - 2018
SP - 308
EP - 313
DO - 10.5220/0008492303080313