THE INFLUENCE OF TANGIBILITY, RELIABILITY, RESPONSIVENESS, ASSURANCE, AND EMPATHY ON E-WOM MEDIATED BY CUSTOMER SATISFACTION AND REVISIT INTENTION (A SURVEY AT LOCAL COFFEE SHOP IN SOUTH JAKARTA)

Abstract

Purpose – The expansion of local coffee shops in Indonesia, especially in the South Jakarta area, is growing. Rivalry among coffee shops to satisfy and gain customer recommendations is important. Therefore, this study aims to identify the factors influencing E-WOM to use tangibility, reliability, responsiveness, assurance, empathy, customer satisfaction, and revisit intention theory. Design/methodology/approach – This study uses a survey method in the form of a questionnaire as an instrument and uses a purposive sampling technique. The samples obtained were 314 respondents who visited local coffee shops in South Jakarta. The data collected were analyzed with the structural equation model. Findings – This study reveals that tangibility, empathy, customer satisfaction, and revisit intentions can influence E-WoM. However, this study found that reliability, responsiveness, and assurance did not significantly affect E-WOM. Originality/value – This research is the first research that integrates tangibility, reliability, responsiveness, assurance, and empathy on the quality of dining services as a driver of customer satisfaction, revisit intention, and E-Word of Mouth of local coffee shop customers in South Jakarta.