Tjahyadi, Rully Arlan and Kristiawan, Allen (2010) Customer-to-Customer Interaction (CCI): Antecedent of Customer Satisfaction, Customer Loyalty, and Word-of-Mouth Communication. In: International Seminar and Conference (ISC) 2010 Faculty of Economics, 2010, Jakarta.
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3. Customer-to-Customer Interaction (CCI)_Antecedent of Customer Satisfaction, Customer Loyalty, and Word of Mouth Communication.pdf - Published Version Download (319Kb) | Preview |
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3. Customer-to-Customer Interaction (CCI)...(Final).pdf - Published Version Download (897Kb) | Preview |
Abstract
The purposes of this research is to examine the effect of customer-to-customer interaction (CCI) on customer satisfaction, customer loyalty, dan word-of-mouth communication. This studi also examine the role of service atmospherics as CCI’s antecedent. Individual-level analyses from a sample of 200 customers in auto repair service at Bandung was conducted to examine research hypotheses. The outliers, validity, reliability, and goodness of fit measures were conducted before hypotheses testing. Structural equation modelling (SEM) was used to examine four hypotheses. Results show that all hypotheses were supported. Findings indicate that CCI was a strong predictor of customer satisfaction, customer loyalty, and word-of-mouth communication. Findings also indicate that service atmospherics was an important element in shaping and facilitating CCI.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Uncontrolled Keywords: | service classification, service encounter, customer-to-customer interaction, customer satisfaction, customer loyalty, word-of-mouth communication. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 15 Feb 2018 04:40 |
| Last Modified: | 16 Oct 2018 08:54 |
| URI: | http://repository.maranatha.edu/id/eprint/23910 |
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