JBMR: Journal of Business and Management Review
Vol. 1 No. 3 (2020): (Issue-September)

Customer Satisfaction, Revisit Intention and Promoting Ferry Transportation

Hafiludin Usman (Master Program, Binus Business School, Bina Nusantara University, Hang Lekir I No. 6, Senayan Jakarta, Indonesia)
Andhik Kanitra (Master Program, Binus Business School, Bina Nusantara University, Hang Lekir I No. 6, Senayan Jakarta, Indonesia)
Anita Maharani (Master Program, Binus Business School, Bina Nusantara University, Hang Lekir I No. 6, Senayan Jakarta, Indonesia)

Article Info

Publish Date
25 Sep 2020

Abstract

This study aims to prove the research model about the relationship between customer satisfaction, revisit intention and words of mouth. The literature review used begins with marketing management, then the dynamics between the variables raised. The research method chosen is a quantitative approach; the object of this research is at the Hunimua-Waipirit port, Maluku, Indonesia, and with a research sample of 75 people, then analyzed using SMART PLS. The results obtained indicate that customer satisfaction, words of mouth and revisit intention are related to one another. Customer satisfaction will affect revisit intention, customer satisfaction will affect words of mouth, and words of mouth affect revisit intention.

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Journal Info
JBMR: Journal of Business and Management Review
Website

Abbrev

jbmr

Publisher

Profesional Muda Cendekia

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

Journal of Business and Management Review applies theory developed from business research to actual business situations. Recognizing the intricate relationships between the many areas of business activity, JBMR examines a wide variety of business decisions, processes and activities within the actual ...