scholarly journals PENGARUH DISKUALITAS PELAYANAN TERHADAP NEGATIVE WORD OF MOUTH (WOM) DENGAN KETIDAKPUASAN PASIEN SEBAGAI VARIABEL INTERVENING (Studi Pada Puskesmas Ngesrep Di Kota Semarang)

2016 ◽  
Vol 13 (1) ◽  
pp. 44
Author(s):  
Donni Renaldy Suratman ◽  
Ibnu Widiyanto
Keyword(s):  
Word Of Mouth ◽  
Statistical Tests ◽  
Descriptive Analysis ◽  
Medical Patient ◽  
Negative Word ◽  
Validity And Reliability ◽  
Patient Complaints

This research was motivated by a lot of medical patient complaints after visiting toPuskesmas Ngesrep in form of critics and suggestions. It indicates there areunsatisfactory feelings after their visit to Puskesmas Ngesrep that could be because ofdisquality services from the management. This research is aiming to analyze the effect ofdisquality service medic and non-medic toward patient disatisfaction and negative WOM.This research using descriptive and quantitative for data analyze. The samples for thisresearch are 400 patients that visited Puskesmas Nngesrep. Data was collected usingquestionnaires which tested the validity and reliability. The data was analyzed usingmultiple regression.The result of descriptive analysis shown that disquality service medic, disquality servicesnon-medic, patient’s disatisfaction, and negative WOM Puskesmas Ngesrep classified aslow. Statistical tests shown patient’s disatisfaction variable is affecting positively towardnegatif WOM variable (hypothesis 1 is accepted), disquality service medic variable isaffecting positively toward patient’s disatisfaction (hypothesis 2 is accepted), disqualityservices medic variable is affecting positively toward negatif WOM (hypothesis 3 isaccepted), disquality service non-medic is affecting positively toward disatisfactionpatient’s (hypothesis 4 is accepted), and disquality services non-medic variable isaffecting positively toward intention to negative WOM (hypothesis 5 is accepted).Keywords: disquality service medic, disquality service non-medic, patient’sdisatisfaction, negative WOM.

scholarly journals Pengaruh Komunikasi Word Of Mouth Terhadap Keputusan Pembelian Di Restoran Simpang Raya Pasteur Bandung The Influence of Word of Mouth to Buying in Simpang Raya Restaurant Pasteur Bandung

2017 ◽  
Vol 2 (3) ◽  
pp. 105
Author(s):  
Juniartha Rosalina ◽  
Ermida Tiorida
Keyword(s):  
Public Relations ◽  
Word Of Mouth ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Personal Factors ◽  
Average Response ◽  
Purchasing Decisions ◽  
Validity And Reliability ◽  
Word Of Mouth Communication

This study aims to determine word of mouth communication and purchasing decisions in Simpang Raya Restaurant Pasteur, and knowing how word of mouth communication influence on purchasing decisions in Simpang Raya Restaurant Pasteur. This study was a survey research type of research that the information collected from respondents using a questionnaire. The study population was all purchasers in Resoran Simpang Raya Pasteur. The sampling method used in this research is non-probability sampling with accidental sampling technique with 100 respondents. Data collection techniques using questionnaires that have been tested for validity and reliability. Data analysis technique used is descriptive analysis, correlation analysis, and simple linear regression analysis. The results showed that word of mouth communication positively related to purchasing decisions in Simpang Raya Restaurant Pasteur. Communication word of mouth in Simpang Raya Restaurant Pasteur is in the category fairly with the average response of 3.24 and purchasing decisions in Simpang Raya Restaurant Pasteur is the category of good/high with the mean average response of 3.57. Communication word of mouth give influence to purchasing decisions amounted 35.4%. The rest was influenced by other variables not examined in this study in the amount of 64.6%. The other variable is the cultural factors, personal factors, and psychological factors. Suggestions for the company based on the conclusion, Simpang Raya Restaurant Pasteur is expected to improve the quality of service that consumers were satisfied and had no complaints about Simpang Raya Restaurant Pasteur. So word of mouth communication is positive by consumer and ends on the repurchase and the emergence of potential buyers. Then, Simpang Raya Pasteur is expected to enable the public relations to complete the deployment of negative WOM communication via electronic media, namely the Internet. 

scholarly journals Pengaruh Komunikasi Word Of Mouth Terhadap Keputusan Pembelian Di Restoran Simpang Raya Pasteur Bandung The Influence of Word of Mouth to Buying in Simpang Raya Restaurant Pasteur Bandung

2017 ◽  
Vol 2 (3) ◽  
pp. 105-120
Author(s):  
Juniartha Rosalina ◽  
Ermida Tiorida
Keyword(s):  
Public Relations ◽  
Word Of Mouth ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Personal Factors ◽  
Average Response ◽  
Purchasing Decisions ◽  
Validity And Reliability ◽  
Word Of Mouth Communication

This study aims to determine word of mouth communication and purchasing decisions in Simpang Raya Restaurant Pasteur, and knowing how word of mouth communication influence on purchasing decisions in Simpang Raya Restaurant Pasteur. This study was a survey research type of research that the information collected from respondents using a questionnaire. The study population was all purchasers in Resoran Simpang Raya Pasteur. The sampling method used in this research is non-probability sampling with accidental sampling technique with 100 respondents. Data collection techniques using questionnaires that have been tested for validity and reliability. Data analysis technique used is descriptive analysis, correlation analysis, and simple linear regression analysis. The results showed that word of mouth communication positively related to purchasing decisions in Simpang Raya Restaurant Pasteur. Communication word of mouth in Simpang Raya Restaurant Pasteur is in the category fairly with the average response of 3.24 and purchasing decisions in Simpang Raya Restaurant Pasteur is the category of good/high with the mean average response of 3.57. Communication word of mouth give influence to purchasing decisions amounted 35.4%. The rest was influenced by other variables not examined in this study in the amount of 64.6%. The other variable is the cultural factors, personal factors, and psychological factors. Suggestions for the company based on the conclusion, Simpang Raya Restaurant Pasteur is expected to improve the quality of service that consumers were satisfied and had no complaints about Simpang Raya Restaurant Pasteur. So word of mouth communication is positive by consumer and ends on the repurchase and the emergence of potential buyers. Then, Simpang Raya Pasteur is expected to enable the public relations to complete the deployment of negative WOM communication via electronic media, namely the Internet. 

PENGARUH LINGKUNGAN KERJA DAN DISIPLIN KERJA TERHADAP KINERJA KARYAWAN BAGIAN PRODUKSI PT. FUJI SEIMITSU INDONESIA - BEKASI

2018 ◽  
Vol 19 (2) ◽  
pp. 121
Author(s):  
Riski Eko Ardianto ◽  
Ergo Nurpatria Kurniawan
Keyword(s):  
Work Environment ◽  
Significant Influence ◽  
High Performance ◽  
Employee Performance ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Working Environment ◽  
Validity And Reliability ◽  
Quantitative Research Methods ◽  
Environment Variables

Employee performance is something that is considered important for the company. Employees have high performance will certainly be able to work optimally so that the objectives of the institution itself will be easily achieved. Through the improvement of the working environment and working discipline expected the resulting performance can be optimized within the enterprise. In this study to determine the three variables that can affect employee performance (Y), the work environment variables (X1) and discipline (X2). Simultaneous and partially on the performance of employees at PT.Fuji Seimitsu Indonesia. Type of research is quantitative research. Methods of data collection using questionnaires with sempel amount of research is 100 respondents.Data analysis techniques in research using descriptive analysis, multiple linear regression analysis, validity and reliability test and partial test ( Test T) and a simultaneous test (Test F). Results of research conducted using SPSS 2.2 (ststitical program for social science), from the results obtained that the working environment (X1) were significant influence on employee performance (Y) on PT.Fuji Seimitsu Indonesia because work environment variables t = 3.231 > t table 1.660 with sig = 0.002 < 0.05. Labor discipline (X2) have a significant effect on employee performance (Y). Work environment (X1) and discipline (X2) simultaneously significant effect on employee performance (Y) PT. Fuji Seimitsu Indonesia.The results obtained on the whole of the working environment (X1) and discipline (X2) are all very significant influence on employee performance (Y) in PT.Fuji Seimitsu Indonesia. Keywords:Work Environment, Work Discipline and Employee Performance

An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels

2019 ◽  
Vol 3 (4) ◽  
pp. 195-208
Author(s):  
Hannes Boepple ◽  
Janine Göttling ◽  
Marie-Christin Papen ◽  
Florian U. Siems
Keyword(s):  
Word Of Mouth ◽  
Empirical Investigation ◽  
Personal Characteristics ◽  
Negative Word ◽  
Channel Choice ◽  
Valuable Customer ◽  
Word Of Mouth Communication ◽  
Customer Reaction ◽  
Managerial Perspective ◽  
Selection Of

For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research identified various influencing factors of complaint behaviour. However, it has been scarcely considered which aspects influence the selection of the complaint channel (e. g. telephone, social media). Therefore, a 1x2 experimental study (n = 244) was conducted. Results reveal effects of personal characteristics (aggressiveness, argumentativeness and social anxiety) on complaint channel choice. A moderating effect of failure severity was also partially found. From a managerial perspective, it is recommended to provide various complaint options. This would allow the disappointed consumer to choose an adequate complaint channel depending on his or her personality.

PENGARUH PEMASARAN LANGSUNG TERHADAP PERILAKU KONSUMEN BISNIS MENGGUNAKAN MEETING PACKAGE DI GRAND TJOKRO HOTEL BANDUNG

2019 ◽  
Vol 3 (2) ◽  
pp. 96-110
Author(s):  
Dian Candra Fatihah ◽  
Dewi Rani Desmawati
Keyword(s):  
Consumer Behavior ◽  
Quantitative Methods ◽  
Descriptive Analysis ◽  
Direct Marketing ◽  
Simple Random Sampling ◽  
Analysis Data ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Sales And Marketing ◽  
Strong Relation

This research is aimed to determine The Influence of Direct Marketing to Business Consumer Behavior Using Meeting Package at Grand Tjokro Hotel Bandung. Respondents from this research are 44 consumers selected by simple random sampling. This research used quantitative methods with approach descriptive analysis. Data was collected through survey, questionnaires and interviews. The test results validity and reliability variables X and Y are valid and reliable. The data analysis used statistical test of correlation pearson product moment and the coefficient of determination. Calculated used SPSS version 21. The data of this research is obtained from consumer data Grand Tjokro Hotel Bandung. From the result obtained correlation coefficient of 0,633. This tells that there is strong relation between Direct Marketing of Business Consumer Behavior. The influence of Direct Marketing to Business Consumer Behavior to 40,0% and remaining 60,0% is influenced by other factors not examined. The problems are competition between hotels is very tight, lack of coordination between sales. The suggestions given to fix the problem are 1) Do a better promotion to attract the attention of consumers; 2) Evaluation between Manager and Sales especially in Sales and Marketing Division.

scholarly journals Crisis Communication Preparedness Practices Among U.S. Charitable Organizations: Results From a National Survey

SAGE Open ◽  
2021 ◽  
Vol 11 (2) ◽  
pp. 215824402110145
Author(s):  
Ryan P. Fuller ◽  
Antonio La Sala
Keyword(s):  
Nonprofit Organizations ◽  
Crisis Management ◽  
Crisis Communication ◽  
Online Survey ◽  
Word Of Mouth ◽  
Negative Word ◽  
Organizational Crisis ◽  
Crisis Planning ◽  
Charitable Organizations ◽  
Major Stakeholder

Organizations should prepare for crises, through identifying crisis concerns, having written crisis communication plans, and designating teams for crisis planning and response, for example. Nonprofit organizations, which represent an important sector of U.S. society, are no different in needing to prepare, but to date, a review of their crisis communication preparedness is lacking. Therefore, a national online survey of 2,005 U.S. charitable organizations was administered to determine nonprofit organizations’ adoption of an anticipatory perspective of crisis management. The anticipatory perspective shifts the organization’s focus from reaction to crises to anticipation of them. According to the survey, 75% of organizations reported at least one organizational crisis in the 24 months prior to taking the survey (circa 2017–2019). Loss of a major stakeholder was the most common organizational crisis that had occurred and the greatest future concern. Most nonprofits (97.5%) reported implementing some crisis communication preparedness tactics. Importantly, charitable organizations can enact communication preparedness tactics without significantly detracting from program delivery. Moreover, given the general concerns within the sector, nonprofit organizations should prepare specifically for loss of a major stakeholder and technologically created crises such as data breaches and negative word of mouth on social media.

EXPRESS: Religious Belief, Religious Priming, and Negative Word-of-Mouth in Everyday Service Failure Encounters

2021 ◽  
pp. 002224372110111
Author(s):  
Riza Casidy ◽  
Adam Duhachek ◽  
Vishal Singh ◽  
Ali Tamaddoni
Keyword(s):  
Social Exchange ◽  
Religious Belief ◽  
Word Of Mouth ◽  
Service Failure ◽  
Online Reviews ◽  
Negative Word ◽  
Mediating Role ◽  
Fairness Norms ◽  
Strategic Variable

This research examines the effects of religious belief and religious priming on negative word-of-mouth (NWOM) behavior. Drawing on social exchange and norm paradigms, we theorize and find evidence of the unique effects of religious belief and religious priming on NWOM in everyday service failure encounters. Specifically, we find that religious belief is associated with higher NWOM, driven by a greater sensitivity to violations of fairness norms, which in turn reduces forgiveness. However, exposure to religious priming attenuates NWOM among more religious consumers by reducing sensitivity to violations of fairness norms, which in turn enhances forgiveness. A field study involving over 1.2 million online reviews of actual restaurant experiences, in addition to four lab studies, provides support for our theorized effects. Our study sheds light on the religion–forgiveness discrepancy by establishing the mediating role of sensitivity to fairness violations on the relationship between religion and forgiveness in the NWOM context. Further, our results demonstrate the importance of religion as a strategic variable in the management of service failure experiences, providing theoretical implications for the literature on the effects of religion on consumer behavior.

scholarly journals Hubristic pride & prejudice: The effects of hubristic pride on negative word-of-mouth

2020 ◽  
Vol 37 (3) ◽  
pp. 621-643 ◽  
Author(s):  
Felix Septianto ◽  
Gavin Northey ◽  
Tung Moi Chiew ◽  
Liem Viet Ngo
Keyword(s):  
Word Of Mouth ◽  
Negative Word

The decay of positive and negative word of mouth after product experience

2014 ◽  
Vol 22 (4) ◽  
pp. 350-355 ◽  
Author(s):  
Robert East ◽  
Mark D. Uncles ◽  
Jenni Romaniuk ◽  
Chris Hand
Keyword(s):  
Word Of Mouth ◽  
Negative Word ◽  
Product Experience
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