Role of electronic word of mouth on purchase intention

Wajeeha Aslam, Kashif Farhat and Imtiaz Arif

International Journal of Business Information Systems, 2019, vol. 30, issue 4, 411-426

Abstract: The purpose of this study is to explore the impact of electronic word of mouth (Ewom) on brand image (BIM) and customer satisfaction (CS) and their impact on purchase intention (PI). Impact of online websites (OWs) on Ewom and impact of receiver's perspective (RP) on CS and BIM was also checked. A Likert scale questionnaire was used to gather the responses of 253 and then was tested empirically. The study finds out the positive impact of Ewom and RP on CS and BIM. Also, CS and BIM have a significant impact on PI. Result also confirms that OW has a positive impact on Ewom. This research explains theory of stimulus- organism- response paradigm to identify the impact of Ewom which effect BIM and CS in online and technological generation. The paper provides valuable information to marketers that how quality website generates positive word of mouth which leads to purchase intention.

Keywords: electronic word of mouth; Ewom; brand image; customer satisfaction; social media; online websites; receiver's perspective; purchase intention; technology. (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbisy:v:30:y:2019:i:4:p:411-426

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