Pengaruh Customer Satisfaction dan Trust Terhadap e-WOM: Commitment Sebagai Variabel Intervening (Studi Pada Mahasiswa Universitas Negeri Padang)

Parnataria, Tri Putri; Abror, Abror

doi:10.24036/jkmw0278790

Cited by 4 publications

(6 citation statements)

References 12 publications

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“…That is, the more satisfied consumers are, the more they will share positive experiences in the form of product and service reviews and recommendations to others via electronic media. The results of this study are in accordance with previous research by Parnataria and Abror (2019) that customer satisfaction has a positive and significant effect on EWOM on Lazada online shop customers for Padang State University students.…”

Section: Resultssupporting

confidence: 92%

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The Effect of Customer Loyalty in Digital Banking Services: Role Satisfaction Factor, Customer Experience and EWOM

Pritjahjono

Jahroh²,

Saptono³

2023

ijbe

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In the midst of changes in digital technology, customer behavior and the development of he business environment, BCA responds by taking strategic steps and policies in maintaining the excellence of digital banking services based on meeting customer needs through the provision of innovations in digital-based products and services. Attention to customer experience, increasing customer satisfaction and electronic word of mouth (EWOM) creates customer loyalty. This study aims to analyze whether 1) the influence of customer experience, efficiency, trust and ease on customer satisfaction. 2) the influence of customer satisfaction on EWOM. 3) the influence of customer experience, customer loyalty and EWOM towards customer loyal. The sampling technique uses a nonprobability sampling technique with a judgement sampling method. A total of 250 BCA customers and millennials were selected as respondents where the questionnaire survey was conducted from December 2021 to May 2022. Data analysis was performed using the SEM-LISREL analysis tool. The results of this study showed that first, customer experience and ease affected customer satisfaction, meanwhile efficiency and trust did not affect customer satisfaction. Second, customer satisfaction affected EWOM. Lastly, Customer experience and EWOM affected customer loyalty, meanwhile customer satisfaction did not affect customer loyalty.

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Section: Resultssupporting

confidence: 92%

“…H5: Customer satisfaction has a significant influence on EWOM. Parnataria & Abror (2019) state that customer satisfaction has a positive and significant effect on EWOM. H6: Customer experience has a significant influence on customer loyalty.…”

Section: Introductionmentioning

confidence: 98%

The Effect of Customer Loyalty in Digital Banking Services: Role Satisfaction Factor, Customer Experience and EWOM

Pritjahjono

Jahroh²,

Saptono³

2023

ijbe

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“…Sehingga dapat disimpulkan bahwa, semakin tinggi tingkat kepuasan wisatawan maka semakin tinggi pula ulasan dan rekomendasi seseorang pada sosial media tentang destinasi wisata Bendungan Bening. Penelitian ini mendukung penelitian Lukluk'Atul dan Rachma ( 2016) dan (Parnataria & Abror (2019) bahwa variabel kepuasan pelanggan (Customer Satisfaction) berpengaruh positif dan signifikan terhadap E-WOM.…”

Section: Satisfaction Terhadap Intention To Recommendunclassified

Pengaruh destination image terhadap revisit intention dan intention to recommend melalui satisfaction sebagai variabel intervening

Kadi¹,

Purwanto²,

Vonseica³

2021

MBR

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The purpose of this study was to determine the effect of destination image on revisit intention and intention to recommend through satisfaction as an intervening variable. The research used is quantitative research with a sample of 269 respondents. Using a 5-point Likert Scale and Path Analysis was used for analysis and hypothesis testing. The findings of this study indicate that destination image has an effect on revisit intention, intention to recommend, and satisfaction. While other findings, satisfaction acts as a mediation of the relationship between destination image to revisit intention and intention to recommend. For further research, it is possible to enter the tourist attraction variable.

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“…Online customer trust is the main driver in influencing the electronic word of mouth provided by customers. There is a relationship between e-trust with EWoM which shows a significant effect, namely in research conducted by Murdifin et al (2020), Parnataria and Abror (2019), and Wijayanto and Komita, (2021) which states that when customers have confidence in a company that the company will always fulfill what is expected by customers, customers will provide a positive electronic word of mouth about the company. Therefore, the proposed hypothesis is:…”

Section: Relationship Between E-trust and Electronic Word Of Mouthmentioning

confidence: 99%

Examining the Role of E-Satisfaction and E-Trust Toward Repurchase Intention on Online Marketplace Mediated by Electronic Word of Mouth

nisa

Prabumenang²,

Aditya³

2022

jdmb

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This study aims to determine the effect of e-satisfaction on electronic word of mouth, the effect of e-trust on electronic word of mouth, the effect of electronic word of mouth on repurchase intention, the effect of e-satisfaction on repurchase intention, the effect of e-trust on repurchase intention, the effect of e-satisfaction on repurchase intention through electronic word of mouth, the effect of e-trust on repurchase intention through electronic word of mouth, on Tokopedia online marketplace customers. The data collection in this study was by distributing questionnaires to 200 Tokopedia online marketplace customers. In analyzing the research data, the Structural Equation Model (SEM) approach was used with the Lisrel application version 8.8. The results of this study are there is a positive and significant effect on e-satisfaction on electronic word of mouth, there is a positive and significant influence on e-trust on electronic word of mouth, there is a positive and significant influence on electronic word of mouth on repurchase intention, there is a positive influence and significant on e-satisfaction on repurchase intention, there is a positive and significant effect on e-trust on repurchase intention, there is a positive and significant effect on e-satisfaction on repurchase intention through electronic word of mouth, there is a positive and significant effect on e-trust on repurchase intentions through electronic word of mouth, in the online marketplace Tokopedia.

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Pengaruh Customer Satisfaction dan Trust Terhadap e-WOM: Commitment Sebagai Variabel Intervening (Studi Pada Mahasiswa Universitas Negeri Padang)

Cited by 4 publications

References 12 publications

The Effect of Customer Loyalty in Digital Banking Services: Role Satisfaction Factor, Customer Experience and EWOM

The Effect of Customer Loyalty in Digital Banking Services: Role Satisfaction Factor, Customer Experience and EWOM

Pengaruh destination image terhadap revisit intention dan intention to recommend melalui satisfaction sebagai variabel intervening

Examining the Role of E-Satisfaction and E-Trust Toward Repurchase Intention on Online Marketplace Mediated by Electronic Word of Mouth

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