The Effect of Electronic Word of Mouth and Service Quality on Satisafaction: Destination Image as a Mediator

DOI

10.2991/aebmr.k.200305.147How to use a DOI?

Keywords

EWOM, service quality, satisfaction, destination image

Abstract

The purpose of this study is to examine the relationships among electronic Word of mouth (eWOM), service quality, brand image, and satisfaction in tourism industry. The questionnaire was distributed to 80 respondents who had experience with social media online. The research data and hypothesis are analyzed by using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The findings show that eWOM has a positive influence on brand image and satisfaction. In addition, the results also find the significant relationship between service quality and satisfaction. For managerial implications, this study suggests that managers should keep track of online consumer reviews and give timely solutions.

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/).

Download article (PDF)

TY  - CONF
AU  - Nurhidayati
AU  - Abror
PY  - 2020
DA  - 2020/03/10
TI  - The Effect of Electronic Word of Mouth and Service Quality on Satisafaction: Destination Image as a Mediator
BT  - Proceedings of the 4th Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2019)
PB  - Atlantis Press
SP  - 803
EP  - 818
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200305.147
DO  - 10.2991/aebmr.k.200305.147
ID  - 2020
ER  -