The Impact of User Experience, and Word-of-Mouth, with Customer Satisfaction as a Mediating Factor in the Oxygen WiFi Network

Ilmi Farisi Khumaini ; Maria Christiana Iman Kalis ; Bintoro Bagus Purmono ; Nur Afifah ; Harry Setiawan
International Journal of Entrepreneurship and Mana... 📅 2025 Vol 2, No 2 🔗 DOI: 10.61132/epaperbisnis.v2i2.377
Abstract
This study aims to analyze the influence of User Experience and Word of Mouth on Customer Satisfaction in the Oxygen.id Home service, one of the internet providers in Indonesia. In today’s digital era, the quality of internet service is measured not only by connection speed and stability but also by the user’s experience when interacting with the service. User Experience encompasses aspects such as ease of use, interface design, responsiveness, and emotional comfort during service usage. A well-designed User Experience can enhance positive perceptions of the service and lead to increased Customer Satisfaction. Customer Satisfaction plays a crucial role as a bridge between User Experience and Word of Mouth. Satisfied customers tend to be more willing to recommend the service to others, either directly or through social media. Word of Mouth serves as a trusted form of organic promotion and has a significant impact on attracting potential new customers. Therefore, Word of Mouth is not only an outcome of good service but also a part of an effective growth strategy in a competitive industry. This study employs a quantitative approach by collecting data through surveys of active Oxygen.id Home users. The analysis results indicate a strong relationship between User Experience, Customer Satisfaction, and Word of Mouth, with Customer Satisfaction acting as a significant mediating variable. These findings emphasize the importance for service providers to continuously optimize User Experience in order to increase customer loyalty and expand market reach through the power of Word of Mouth.
Keywords
User Experience (UX); Customer Satisfaction; Word-of-Mouth (WOM); Oxygen.id Home; Structural Equation Modeling (SEM); Internet Services; Digital Promotion; Customer Loyalty; Mediating Variable; Quantitative Research
How to Cite

Ilmi Farisi Khumaini, et al. (2025). The Impact of User Experience, and Word-of-Mouth, with Customer Satisfaction as a Mediating Factor in the Oxygen WiFi Network. International Journal of Entrepreneurship and Management, 2(2). https://doi.org/10.61132/epaperbisnis.v2i2.377

Ilmi Farisi Khumaini; Maria Christiana Iman Kalis; Bintoro Bagus Purmono; Nur Afifah; Harry Setiawan, "The Impact of User Experience, and Word-of-Mouth, with Customer Satisfaction as a Mediating Factor in the Oxygen WiFi Network," International Journal of Entrepreneurship and Management, vol. 2, no. 2, 2025.

Ilmi Farisi Khumaini; Maria Christiana Iman Kalis; Bintoro Bagus Purmono; Nur Afifah; Harry Setiawan. "The Impact of User Experience, and Word-of-Mouth, with Customer Satisfaction as a Mediating Factor in the Oxygen WiFi Network." International Journal of Entrepreneurship and Management, vol. 2, no. 2, 2025.

Ilmi Farisi Khumaini; Maria Christiana Iman Kalis; Bintoro Bagus Purmono; Nur Afifah; Harry Setiawan. "The Impact of User Experience, and Word-of-Mouth, with Customer Satisfaction as a Mediating Factor in the Oxygen WiFi Network." International Journal of Entrepreneurship and Management 2, no. 2 (2025).

Ilmi Farisi Khumaini, et al. (2025) 'The Impact of User Experience, and Word-of-Mouth, with Customer Satisfaction as a Mediating Factor in the Oxygen WiFi Network', International Journal of Entrepreneurship and Management, 2(2). doi: 10.61132/epaperbisnis.v2i2.377.

Ilmi Farisi Khumaini; Maria Christiana Iman Kalis; Bintoro Bagus Purmono; Nur Afifah; Harry Setiawan. The Impact of User Experience, and Word-of-Mouth, with Customer Satisfaction as a Mediating Factor in the Oxygen WiFi Network. International Journal of Entrepreneurship and Management. 2025;2(2).

Artikel Terkait

Bureaucratic Innovation and Public Service Delivery: Breaking Through Administrative Barriers in the Digital Era

Syafaruddin Syafaruddin; Andi Riska Andreani Syafaruddin; Nurasia Natsir

The Effects of Capability and Social Interaction on Job Performance, with Organizational Citizenship Behavior as a Moderasi a Study at the Islamic Hospital in Magelang City

Aditya Angger Wibowo

The Role of TikTok Shop Influencers through "Toxic" Content in Triggering Impulse Buying among Generation Z for Fast Fashion Product

Marlisye Aprilia Sarah Togas; Bambang Raditya Purnomo

Islamic Monetary Instruments and Central Bank Policy: A Systematic Literature Review on Effectiveness, Transmission Channels, and Macroeconomic Outcomes

Muslim Marpaung; Irma Suryani Lubis

The Influence of Assurer Type, Standard Assurance, and Level Assurance on the Extent of Assurance Statements in Sustainability Reports: A Conceptual Study

Ni Komang Ayu Devi; Putu Agus Ardiana

Situational Awareness and Patient Safety Culture: The Mediating Role of Effort–Reward Imbalance in Hospitals

Septa Reni; Tjipto Rini; Sandra Dewi
Tren Sitasi Jurnal