Word of Mouth (WOM) of Purchase Decision
Article Sidebar
Main Article Content
Abstract
WOM has been acknowledged as the ultimate driver for a success of restaurant business and these studies focus attributes of WOM toward purchase decision. This study focuses on the relationship between attributes of WOM towards purchase decision in Malay Upscale Restaurant. The study analyses service quality, food quality, physical environment quality and price as the focus attributes towards decision making of the Malay upscale post purchase. 300 respondents were used for this studies. A multiple regression analysis was undertaken to analyse the data. The results has shown that physical environment quality bring the most impact on the (WOM).
Metrics
Article Details
License
Copyright (c) 2016 Nur A'mirah Hassan Basri, Roslina Ahmad Faiz, I Anuar, Khairul Azam Ismail
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
Ahmad, F., Ghazali, H., & Othman, M. (2013). Customer Preference Between Fast Food Restaurant and Casual Dining Restaurant: A Conceptual Paper.
Andaleeb, S. S., & Conway, C. (2006). Customer satisfaction in the Restaurant Industry: An Examination of the Transaction-Specific Model. Journal of Service Marketing. DOI: https://doi.org/10.1108/08876040610646536
Bitner, M. J. (1992). Evaluating Service Encounter: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing. DOI: https://doi.org/10.1177/002224299205600205
Bitner, M. J., & Hubbert, A. R. (1994). Encounter Satisfaction Versus Overall Satisfaction Versus Quality: The Customer’s Voice. In Rust, R. T., and Oliver, R. L (Eds.). Service Quality: New Directions in Theory and Practice, Pp, 72-84. DOI: https://doi.org/10.4135/9781452229102.n3
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical Service Encounters: The Employees’ Viewpoint. Journal of Marketing, Vol. 58, Pp, 95-106. DOI: https://doi.org/10.1177/002224299405800408
Brockway, G. R., Mangold, W. G., & Miller, F. (1999). Word-of-Mouth Communication in The Service Market Place. The Journal of Services Marketing, Vol. 13, No. 1, pp, 73-89. DOI: https://doi.org/10.1108/08876049910256186
Brown, TJ., Barry, T.E., Dacin, P.A. & Gunst, R.F. (2005), “Spreading the word: investigating antecedents of customer’ positive word-of-mouth intentions and behaviors in a retailing context”, Journal of the Academy of Marketing Science, Vol. 33 No. 2, pp. 33-55. DOI: https://doi.org/10.1177/0092070304268417
Cousins, J., Foskett, D., & Gillesple, C. (2002). Food and Beverage Management, 2nd edition, Prentice Hall, Harlow.
Dean, D. H., & Lang, J. M. (2008). Comparing three signal of service quality. Journal of Service Marketing, Vol. 22, No. 1, pp, 48-58. DOI: https://doi.org/10.1108/08876040810851950
Denove, C., & Power, J., D. (2006). Satisfaction, Portfolio, New York, NY.
Ennew, Christine, T., Aishisk, K., Banerjee, & Derek, L. I. (2000). Managing Word of Mouth Communication: Empirical Evidence from India. International Journal of Bank Marketing, Vol. 18, No.2, Pp, 75-83. DOI: https://doi.org/10.1108/02652320010322985
Euromonitor International (2013). Consumer Foodservice in Malaysia. Retrieved April, 2014 from http://www.euromonitor.com/full-service-restaurants-in-malaysia/report.
Gronroos, C. (1984). A Service Quality Model and Its Market Implications. European Journal of Marketing, Vol. 18, No. 4, Pp, 36-44. DOI: https://doi.org/10.1108/EUM0000000004784
Han, H., & Ryu, K. (2009). The Role Of The Physical Environment, Price Perception, and Customer Satisfaction In Determining Customer Loyalty In The Restaurant Industry. Journal of Hospitality & Tourism Research, Vol. 33, No. 4, Pp, 487-510. DOI: https://doi.org/10.1177/1096348009344212
Josiam, B. M., & Monteiro, P. A. (2004). Tandoori Tastes: Perceptions of Indian Restaurants in America. International Journal of Contemporary Hospitality Management, Vol. 16, No. 1, Pp, 18-26. DOI: https://doi.org/10.1108/09596110410516525
Katz, E., & Lazarsfeld, P. F. (1995). Personal Influence: The Part Played By People in the Flow of Mass Communication