Factors on Service Quality affecting Customers’ Satisfaction on Repetition Buying and Word of Mouth Telling of LINE MAN Service Users
Keywords:
Service Quality; Customers’ Satisfaction; Repetition Buying; Word to Mouth Telling; LINE MAN BusinessAbstract
This research aims to study the impact of service quality of LINE MAN to service
users’ satisfaction, repetition buying, and word of mouth telling utilizing quantitative research
methodology on 300 service users of LINE MAN in Bangkok. The samples were chosen by
purposive sampling using a questionnaire as data gathering tool. Statistics used for data
analysis were Measuring Model Evaluation and Structural Model Evaluation using SmartPLS
Program Version 2.0.M3.
The study results found that service quality had a direct influence to LINE MAN service
users at a significant level (DE = 0.5673), repetition buying intention (DE-0.9329), and word
to mouth telling (DE = 0.9141). Moreover, the results also found LINE MAN service users’
satisfaction had a negative direct influence at a significant level towards repetition buying
(DE = -0.5833), and word to mouth telling (DE = -5738). This illustrated that emphasis
on development of service quality could strengthen service users’ satisfaction, repetition
buying, and word to mouth telling. On the other hand, service satisfaction negatively
affected repetition buying and word to mouth telling, which was interesting and invited
continuing studies.
References
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Hair, J. F. Jr., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). “Partial least squares structural equation modeling
(PLS-SEM): An emerging tool in business research”, European Business Review, 26(2), 106-121.
Harrison, L. J. & Walker, (2001). The Measurement Of Word Of Mouth Communication And An Investigation Of Service
Quality And Customer Commitment As Potential Antecedents, Journal of Service Research, 4(1), 60-75.
Haryono, S., Suharyono, AchmadFauzi D. H., & Suyadi, I, (2015). The Effects of Service Quality on Customer
Satisfaction, Customer Delight, Trust, Repurchase Intention, and Word of Mouth. European Journal of Business
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Henseler, J., & Sarstedt, M. (2013). Goodness-of-fit indices for partial least squares path modeling. Computational
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Behavioural Intentions Using SERVQUAL Scores: A TAIWAN Case Study, Journal of the Eastern Asia Society
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and word of mouth communication: Evidence from hypermarket chains. African Journal of Business
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Nhat ,P. T., Quy, N. V. (2016). Relationship between Service Quality, Satisfaction, Word Of Mouth and Loyalty of Customers Purchasing Agricultural Products in Supermarkets: A Case Study in Ho Chi Minh City, Vietnam. IOSR Journal of Business and Management (IOSR-JBM), 18(3), 15-23.
Otsetova, A. (2017). Relationship between logistics service quality, customer satisfaction and loyalty in courier services
industry. Management and Education, 13(1)
Parasuraman, A., Zeithaml, A., Valarie L. L. & Berry L. L. (1988). SERVQUAL; A Multiple-Item Scale for Measuring
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POSITIONING. (2561). คนไทยรักสะดวก 2 ปี LINE MAN โต 500% ออเดอร์ฮิต โซดานํ้าแข็งจาก 7-11 สถิติส่งสั้นที่สุดระยะ
แค่ 1 เมตร. ค้นจาก https://positioningmag.com/1175202
Putri, Y. A., Wahab, Z., Shihab, M. S., (2018). The effect of service quality and brand trust on loyalty and the intervening
role of customer satisfaction in transporttation service. International Journal of Scientific and Research
Publications, 8(7), 369-376.
Putu, N. L. (2016). Analysis of service quality of go-jek indonesia in Jabodetabek, Bandung, Surabaya, Bali, and
Makassar 2015. Journal of business and Management, 18(4), 93-98.
Ranjbarian, Bahram, Ali Sanayei, Majid Rashid Kaboli, & AlirezaHadadian. (2012). An Analysis of Brand Image,Perceived
Quality, Cuatomer Satisfaction and Re-purchase Intention in Iranian Department Stores, International Journal of Business and Managenent, 7, (6)
Retnaningsih, Wiwik. (2013). Effect on the Quality of Customer Satisfaction of Lion Air Airline in Surabaya City,
International Journal of Business and Management Invention ISSN (Online): 2319 – 8028, 2(8), 16-25.
Shu, W., Tang, L., Zhang, X., Gao, Y., Zhu, Y. (2016). How does word of mouth affect customer satisfaction?”. Journal of
Business & Industrial Marketing, 31(3), 393-403.
Vlachos, I. (2017) Customer Loyalty in International Third-Party Logistics Service Providers. In: Rossi, P, (ed.) Marketing
at the Confluence between Entertainment and Analytics. Developments in Marketing Science: Proceedings
of the Academy of Marketing Science. 2016 AMS 19th. World Marketing Congress, 19-23 Jul 2016, Paris,
France
Xie, G., Wang, S. Y., & Lai, K. K. (2011). Quality improvement in competing supply chains. International Journal of
Production Economics, 134(1), 262–270.
Yangyang, L. (2018). Factors influencing customer satisfaction and brand loyalty of top 5 express delivery service in
China. UTCC International Journal of Business and Economics, 10, 43-68.
นิคมอุตสาหกรรมเวลโกลว์จังหวัดฉะเชิงเทรา. กรุงเทพฯ: มหาวิทยาลัยศรีปทุม.
ปณชัย อารีเพิ่มพร. (2561). 2 ปี LINE MAN โตแบบพุ่งพรวด ผู้ใช้ 1 ล้านรายต่อเดือน ส่งเกี๊ยวซ่าไปแล้ว 2 ล้านชิ้น. ค้นจาก
https://thestandard.co/line-man-2-years-successful/. ภิเษก ชัยนิรันดร์. (2560). การตลาดแนวใหม่ ผ่าน Social
Media. กรุงเทพฯ: ซีเอ็ดยูเคชั่น.
Agus Santoso , A. A. (2017). The influence of perceived service and e-service quality to repurchase intention the
mediating role of customer satisfaction case study: go-ride in java. Journal of Business and Management, 6,
32-43.
Comrey, A. L., & Lee, H. B. (1992). A first course in factor analysis. Hillsdale. New Jersey:Erlbaum.
Hair, J. F. Jr., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). “Partial least squares structural equation modeling
(PLS-SEM): An emerging tool in business research”, European Business Review, 26(2), 106-121.
Harrison, L. J. & Walker, (2001). The Measurement Of Word Of Mouth Communication And An Investigation Of Service
Quality And Customer Commitment As Potential Antecedents, Journal of Service Research, 4(1), 60-75.
Haryono, S., Suharyono, AchmadFauzi D. H., & Suyadi, I, (2015). The Effects of Service Quality on Customer
Satisfaction, Customer Delight, Trust, Repurchase Intention, and Word of Mouth. European Journal of Business
and Management, 7(12), 36-48.
Henseler, J., & Sarstedt, M. (2013). Goodness-of-fit indices for partial least squares path modeling. Computational
Statistics, 28(2), 565-580.
Huang, Yu-Kai; Chong Keng Li, Dalin & Chia-Yi Shien. (2009). The Effect of Airline Service Quality on Passengers’
Behavioural Intentions Using SERVQUAL Scores: A TAIWAN Case Study, Journal of the Eastern Asia Society
for Transportation Studies, 8, 2330-2343
Hussain, R., Nasser, A.A., & Hussain, Y.K. (2015). Service quality and customer satisfaction of a UAE-based airline: An
empirical investigation. Journal of Air Transport Management, 42(1), 167–175.
Ji Bok Chung, B. C. C., Yong Sang Cho, & Lak Chae Chung. (2016). Service quality of online grocery shopping in Korean
local regions. Journal of Distribution Science. (Print ISSN: 1738-3110 / Online ISSN: 2093-7717)
Kaveh, M. (2012). Role of trust in explaining repurchase intention. African Journal of Business Management, 6(14),
5014-5025
Lerrthaitrakul, W., & Panjakajornsak. V. (2014). The Airline Service Quality Affecting Post Purchase Behavioral Intention:
Empirical Evidence from the LowCost Airline Industry. International Journal of Trade, Economics and Finance,
5(2),155-158.
Liu, W., H., & Xie, D. (2013). Quality decision of the logistics service supply chain with service quality guarantee.
International Journal of Production Research, 51(5), 1618–1634.
Marinkovic, V., Vladimir S., SasaObradovic, & SrdanSapic. (2012). Understanding antecedents of customer satisfaction
and word of mouth communication: Evidence from hypermarket chains. African Journal of Business
Management, 6(29), 8515-8524
Memon, A. H., & Rahman, I. A. (2014). SEM-PLS Analysis of Inhibiting Factors of Cost Performance for Large
Construction Projects in Malaysia: Perspective of Clients and Consultants. The Scientific World Journal, 1–9.
Nhat ,P. T., Quy, N. V. (2016). Relationship between Service Quality, Satisfaction, Word Of Mouth and Loyalty of Customers Purchasing Agricultural Products in Supermarkets: A Case Study in Ho Chi Minh City, Vietnam. IOSR Journal of Business and Management (IOSR-JBM), 18(3), 15-23.
Otsetova, A. (2017). Relationship between logistics service quality, customer satisfaction and loyalty in courier services
industry. Management and Education, 13(1)
Parasuraman, A., Zeithaml, A., Valarie L. L. & Berry L. L. (1988). SERVQUAL; A Multiple-Item Scale for Measuring
Consumer Perceptions of Service Quality. Journal of Retailing, 64(1)14-40.
POSITIONING. (2561). คนไทยรักสะดวก 2 ปี LINE MAN โต 500% ออเดอร์ฮิต โซดานํ้าแข็งจาก 7-11 สถิติส่งสั้นที่สุดระยะ
แค่ 1 เมตร. ค้นจาก https://positioningmag.com/1175202
Putri, Y. A., Wahab, Z., Shihab, M. S., (2018). The effect of service quality and brand trust on loyalty and the intervening
role of customer satisfaction in transporttation service. International Journal of Scientific and Research
Publications, 8(7), 369-376.
Putu, N. L. (2016). Analysis of service quality of go-jek indonesia in Jabodetabek, Bandung, Surabaya, Bali, and
Makassar 2015. Journal of business and Management, 18(4), 93-98.
Ranjbarian, Bahram, Ali Sanayei, Majid Rashid Kaboli, & AlirezaHadadian. (2012). An Analysis of Brand Image,Perceived
Quality, Cuatomer Satisfaction and Re-purchase Intention in Iranian Department Stores, International Journal of Business and Managenent, 7, (6)
Retnaningsih, Wiwik. (2013). Effect on the Quality of Customer Satisfaction of Lion Air Airline in Surabaya City,
International Journal of Business and Management Invention ISSN (Online): 2319 – 8028, 2(8), 16-25.
Shu, W., Tang, L., Zhang, X., Gao, Y., Zhu, Y. (2016). How does word of mouth affect customer satisfaction?”. Journal of
Business & Industrial Marketing, 31(3), 393-403.
Vlachos, I. (2017) Customer Loyalty in International Third-Party Logistics Service Providers. In: Rossi, P, (ed.) Marketing
at the Confluence between Entertainment and Analytics. Developments in Marketing Science: Proceedings
of the Academy of Marketing Science. 2016 AMS 19th. World Marketing Congress, 19-23 Jul 2016, Paris,
France
Xie, G., Wang, S. Y., & Lai, K. K. (2011). Quality improvement in competing supply chains. International Journal of
Production Economics, 134(1), 262–270.
Yangyang, L. (2018). Factors influencing customer satisfaction and brand loyalty of top 5 express delivery service in
China. UTCC International Journal of Business and Economics, 10, 43-68.
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Published
2018-07-02
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