Factors That Influence Word of Mouth Behavior in Fast Food Restaurants

DOI

10.2991/aebmr.k.200915.046How to use a DOI?

Keywords

food quality, personal interaction quality, physical environment quality, perceived value, word of mouth intention customer experience, trust, commitment, fast food fried chicken restaurant

Abstract

This study aims to determine the Effect of Food Quality, Personal Interaction Quality, Physical Environment Quality, Perceived Value to Word of Mouth Intention via Customer Experience, Trust, and Commitment in customer of fast food fried chicken restaurant in Jakarta. This study involved 217 customers of fast food fried chicken restaurant in Jakarta. This research using quantitative approach. Data analysis techniques used in this research is using SEM (Structural Equation Modeling). Based on the results of hypothesis testing found WOM intention is influenced by commitment, then commitment is influenced by trust and customer experience, where customer experience is influenced by food quality and perceived value.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Theodorus Dharma Wibisono
AU  - Nico Lukito
PY  - 2020
DA  - 2020/09/15
TI  - Factors That Influence Word of Mouth Behavior in Fast Food Restaurants
BT  - Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020)
PB  - Atlantis Press
SP  - 197
EP  - 201
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200915.046
DO  - 10.2991/aebmr.k.200915.046
ID  - Wibisono2020
ER  -