E-service quality and e-WOM: the mediating effect of customer satisfaction and customer trust

Abstract

The purpose of this study is to examine the relationship between e-service quality, customer satisfaction, customer trust, and e-word of mouth. In this study, the authors also tested the impact of electronic service quality on word of mouth, mediators of customer satisfaction and customer trust. The author collects data through a questionnaire given to 200 Tiket.com customers in the city of Padang to investigate the hypothesized relationship between variables. The results show that e-service quality has a positive effect on customer trust, customer satisfaction has a positive effect on e-word of mouth, customer trust cannot influence e-word of mouth, customer trust cannot mediate the relationship between e-service quality and e-service quality, word of mouth, and e-service quality can be a mediator on the relationship between e-service quality and e-word of mouth