Proceedings of the International Colloquium on Business and Economics (ICBE 2022)

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

Authors
C. Catur Widayati1, *, Hendra Wiyanto2, Wahyuniati1
1Fakulty Economics and Business, Universitas Mercubuana, Jl. Meruya Selatan Kembangan Jakarta Barat 11650, Jakarta, Indonesia
2Fakulty Economics and Business, and Doctoral Student of Management Science, Universitas Tarumanagara, Jakarta, Indonesia
Corresponding Author
C. Catur Widayati
Available Online 26 December 2022.
DOI
10.2991/978-94-6463-066-4_7How to use a DOI?
Keywords
service convenience; customer satisfaction; repurchase intention; word of mouth; Esthetic Rosereve Jakarta
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.

Copyright
© 2022 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Colloquium on Business and Economics (ICBE 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
26 December 2022
ISBN
10.2991/978-94-6463-066-4_7
ISSN
2352-5428
DOI
10.2991/978-94-6463-066-4_7How to use a DOI?
Copyright
© 2022 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - C. Catur Widayati
AU  - Hendra Wiyanto
AU  - Wahyuniati
PY  - 2022
DA  - 2022/12/26
TI  - The Effect of Service Convenience on Customer Satisfaction, Repurchase Intention, and Word of Mouth at Esthetic Rosereve
BT  - Proceedings of the International Colloquium on Business and Economics (ICBE 2022)
PB  - Atlantis Press
SP  - 55
EP  - 67
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-066-4_7
DO  - 10.2991/978-94-6463-066-4_7
ID  - Widayati2022
ER  -