Aryani, Budi (2022) PERANAN CUSTOMER DELIGHT SEBAGAI VARIABEL MEDIASI DALAM PENGARUH EXPERIENTIAL VALUE TERHADAP WOM PADA FINE DINING RESTAURANT DI INDONESIA. Doctoral thesis, Universitas Trisakti.
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Abstract
This study aims to determine the role of customer delight in mediating the effect of experiential value on Word of Mouth (WOM) for fine dining restaurant customers in Indonesia. The research data were analyzed statistic descriptively by using the Partial Least Square (PLS) method. Questionnaires were distributed using purposive sampling technique in order to obtain a sample from 250 respondents. The results of this study found that the experiential value variables that supported by the dimensions of customer escapism, food and beverage excellence and customer efficiency showed an influence on customer delight and on WOM, but among the three dimensions only food and beverage excellence showed a strong influence on WOM and on customer delight.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Subjects: | A Management > AH Performance management B Marketing > BH Services marketing |
| Depositing User: | Agus LIM Salim |
| Date Deposited: | 29 Oct 2025 01:43 |
| Last Modified: | 29 Oct 2025 01:43 |
| URI: | http://repo.ppm-manajemen.ac.id/id/eprint/3336 |
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