Path: Top > Terbitan/Publikasi Institusi Lain > Jurnal Terakreditasi DIKTI > Prasetya Mulya Business School > Integritas Jurnal Manajemen Bisnis > Volume 3 Nomor 1 April 2010

The Effect of Customer Satisfaction on Behavioral Intentions: A Study on Customer Behavior of Car Insurance Consumers in Melbourne, Australia

Journal from JBPTPPOLBAN / 2013-06-24 17:52:23
Oleh : Wahyuningsih ; Djayani Nurdin ( ;
Dibuat : 2012-04-23, dengan 0 file

Keyword : customer satisfaction, behavioral intenstions, repurchase intentions, word of mouth communication

It has often been argued that customer satisfaction can contribute significantly to a company's success in a variety of ways. This research aims to investigate the effect of customer satisfaction on behavioral intentions, Two determinants of behavioral intentions examined in this study namely repurchase intentions and positive word-of-mouth communication. The model has been tested using surveyed data from 546 car insurance consumers in Melbourne, Australia. The empirical result of this study show that the higher the level of satisfaction, the higher the consumer's intentions to repurchase and inform positive information about the purchased product and company to other people. This means that the more satisfied the consumers the more likely they are to repurchase car insurance from the same company and more likely to do positive word-of-mouth communication. Thus, behavioral intentions expressed by consumers depend on their level of satisfaction. Hence, the company might maintain their existing customers and attract new customers to achieve better financial performance. Discussion and managerial implications are provided based on research result.

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