Past studies suggested that if there is customer satisfaction, there would be positive word of mouth. There is a positive correlation between customer satisfaction and word of mouth. Dissatisfied customers makes negative word of mouth to a large community especially in service industry that are more likely to be dependent on communication of colleagues which influences in purchase decision. Through this study, the researchers identified the level of satisfaction on the basis of its consequences, that is, word of mouth. On the basis of the above literature, the fourth hypothesis has framed as follows: H4: Online Customer Satisfaction positively influences Word of Mouth.
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