The Effect of Service Convenience on Customer Satisfaction, Repurchase Intention, and Word of Mouth at Esthetic Rosereve

C. Catur Widayati (), Hendra Wiyanto and Wahyuniati
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C. Catur Widayati: Universitas Mercubuana, Fakulty Economics and Business
Hendra Wiyanto: Universitas Tarumanagara, Fakulty Economics and Business, and Doctoral Student of Management Science
Wahyuniati: Universitas Mercubuana, Fakulty Economics and Business

A chapter in Proceedings of the International Colloquium on Business and Economics (ICBE 2022), 2022, pp 55-67 from Springer

Abstract: Abstract This study aims to determine the effect of service convenience on customer satisfaction, repurchase intention and word of mouth at Esthetic Rosereve Jakarta. The population in this study are Esthetic Rosereve Jakarta customers who have been customers since 2015 and the population is not limited. In this study, because the population is not limited, the sampling in the study was carried out using the formula Hair et al. [27] with the assumption of n × 5 to 10 observed variables (indicators). So in this study the number of samples is the number of indicators × 5 = 19 × 5 = 95 respondents. The data collection method used in this research is to use a questionnaire from customers of Esthetic Rosereve Jakarta. Data analysis method using Partial Least Square. The findings in this study prove that: (1) service convenience has a positive and significant effect on customer satisfaction, (2) Service convenience has a positive and significant effect on repurchase intention; and (3) service convenience has a positive and significant effect on word of mouth at Esthetic Rosereve Jakarta. Suggestions for Esthetic Rosereve: (1) improve services, especially in the payment process, namely non-cash payments, such as collaborating with OVO, Go-Pay or Shopee-Pay which are digital payment services and are currently popular and widely used by consumers. (2) Increase innovation in facial treatment menus, (3) carry out more attractive and diverse promotions, (4) continue to build and improve customers’ positive impressions at every arrival.

Keywords: service convenience; customer satisfaction; repurchase intention; word of mouth; Esthetic Rosereve Jakarta (search for similar items in EconPapers)
Date: 2022
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DOI: 10.2991/978-94-6463-066-4_7

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