MECAS V° 14/N°1 / 2018

How does customer satisfaction influence

purchase intention? Studying the mediating role
of word-of-mouth
1

MECAS -
[email protected]

18/08/2018 -25/06/2018 - 29/04/2018

M31 JEL
Abstract
This study aims to examine the mediating role of word-of-mouth in the relationship
between satisfaction and purchase intention. Data were collected through the
distribution of a survey questionnaire to 220 consumers in the city of Tlemcen.
Structural equation modeling was used to test the research hypotheses. The results
show that word-of-mouth mediates the relationship between satisfaction and
purchase intention. Managerial implications and directions for future research are
discussed.
Keywords: Satisfaction, Purchase intention, Word-of-mouth, Structural equation
modeling
Jel Classification Codes: Marketing M31

[email protected]

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MECAS V° 14/N°1 / 2018

Ryan
and Casidy, 2018; Kang et al., 2018
Kumar et al., 2003
(Cao et al., 2018; Ali et al.,
2018)
Kumar et al., 2013

Rahman et al., 2018; Ha and Janda, 2014

Brown et al., 2005

Shin et al., 2017

Teng et al.,
2018; Schepers and Nijssen, 2018; Koay, 2018; Giovanis and Athanasopoulou, 2018; Menidjel et al.,
2017; Menidjel and Benhabib, 2016; Benachenhou et Benhabib, 2012
Palmatier et al., 2006
Youn Dodds et al., 1991
and Kim, 2018; Natarajan et al., 2018; Moslehpour et al., 2017; Gan and Wang, 2017; Hsu et al.,
2016

Brown et al., 2005

Shin et al. (2017) Wang et al., 2018; Keiningham et al., 2018; Carlson et al., 2017; Ali, 2016

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MECAS V° 14/N°1 / 2018

. multiple items
De Zeithaml et al. (1996)
Zeithaml et Wulf et al. (2001)
7-point Likert scale items al. (1996)

involvement
stimuli Strubel and Petrie, 2016

%37.3 %51.4 %48.6 %

% %44.5
% %79.1 %
%56.8 18000

Ringle SmartPLS (v. 3.2.7)

et al., 2015

0.70 0.82
0.84 1S

202
MECAS V° 14/N°1 / 2018

0.84 2S
0.55 0.79
0.75 1WOM
0.75 2WOM
0.73 3WOM
0.69 0.82
0.83 1PI
0.83 2PI

0.84
0.74 0.38
0.83 0.56 0.36

Hair et al. (2011)

2

1 Fornell and Larcker (1981)

R2
2
predictive relevance Q
Q2 Q2
0.001 > p 6.21 t
0.001 > p 7.67 t 0.50 0.01 > p 2.64 t 0.17

203
MECAS V° 14/N°1 / 2018

2
R
2
Q

2
R
2
Q

p < 0.001 p < 0.01

5000
Preacher and Hayes, 2004 bootstrap rsamples
0.001 > p 4.96 t x
0.001 > p 5.87 t 0.36
t 0.17
0.01 > p 2.64

Wang et al., 2018;

Keiningham et al., 2018; Popp and Woratschek, 2017; Han et al., 2017
Chiu et al., 2016; Jalilvand and Samiei, 2012
Youn and Kim, 2018;
Cao et al., 2018; Moslehpour et al., 2017
Shin et al. (2017)

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MECAS V° 14/N°1 / 2018

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