scholarly journals PERAN KEPUASAN MEMEDIASI KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP WOM PADA LAYANAN GO-JEK DI DENPASAR

2019 ◽  
Vol 8 (4) ◽  
pp. 2466
Author(s):  
Made Ayu Somantari ◽  
Ni Made Rastini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Word Of Mouth ◽  
Likert Scale ◽  
Price Perception ◽  
Transportation Service ◽  
Analysis Technique ◽  
The Impact

 This study is aimed to analyse the impact of service quality, price perception, to word of mouth (WOM) through customer satisfaction as intervening. The study was conducted at Denpasar, Bali with a population all customers of Go-Jek transportation service and the sample size of 100 respondens. The data were collected by distributing questionnaires and using a Likert scale to measure 15 indicators. The analysis technique used in this research is path analysis, accompanied by classical assumption tests and Sobel test. The result of this study indicates that service quality and price perception has a positive and significant effect to customer satisfaction, service quality and price perception has a positive and significant effect towards WOM, customer satisfaction has a positive and significant effect towards WOM and customer satisfaction positively and signifianly mediatesthe effect of service quality and price perception to WOM. The results also showed that satisfaction is able to mediate the effect of service quality and price perception towards the positive WOM. Keywords: service quality, price perception,customer  satisfaction, word of mouth

scholarly journals PENGARUH SERVICE QUALITY, TRUST TERHADAP CUSTOMER SATISFACTIONS SERTA DAMPAKNYA PADA REPATRONAGE INTENTIONS PADA LAZADA (STUDI PADA PENGGUNA LAZADA DI KECAMATAN KEBUMEN)

2019 ◽  
Vol 1 (1) ◽  
pp. 92-100
Author(s):  
Eva Ristiyani ◽  
Harini Abrilia Setyawati
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Likert Scale ◽  
Purposive Sampling ◽  
Analysis Technique

This study aims to analyze the effect of service quality, trust, on customer satisfaction and its impact on repatronage intentions. Data collection was carried out using a questionnaire using a 4-category Likert scale. This study sampled 100 respondents in the community in Kebumen District. The method used is purposive sampling. The hypothesis was tested using a path analysis technique with the help of the SPSS 22.00 for windows program. The results showed that all variables are valid and reliable, there is no multicollinearity, and also heteroscedasticity does not occur and the model meets the assumption of normality. The effect of service quality on customersatisfactions shows that service quality has a significant effect on customer satisfaction. The influence of trust on customer satisfaction shows that trust has a significant effect on customer satisfaction. The effect of service quality on repatronage intentions shows that service quality has a significant effect on repatronage intentions. The effect of customer satisfaction has a significant effect on repatronage intentions.

scholarly journals Pengaruh Citra Bank dan Kualitas Layanan Terhadap Kepuasan dan DampaknyaTerhadap Word Of Mouth (Studi Pada Nasabah BNI KCP Sekadau)

2020 ◽  
Vol 8 (3) ◽  
Author(s):  
Tri Yudhi Bestary
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Regression Models ◽  
Word Of Mouth ◽  
Primary Data ◽  
Questionnaire Method ◽  
Image Variables ◽  
The Impact

This research aims to determine the effects of Service Quality and Bank Image variables on customer Satisfaction and the impact on Word of Mouth (WOM). This Research uses quantitative approach with causal design that aims to test theories, build facts, show relationship between variables. This study uses SPSS 16.0 analysis tools with path analysis regression models. Using primary data, the distribution of data collection used is the questionnaire method. The sample used includes 100 active customers at BNI KCP Sekadau. The results indicate that Service Quality and Bank Image variable have a positive and significant effect on customer Satisfaction and that Service Quality and Bank Image variables have no significant impact on WOM. Finally, the Satisfaction variable has a positive and significant effect on WOM.

scholarly journals RELATED IMPACT FROM SERVICE QUALITY AND PRODUCT QUALITY TOWARDS CUSTOMER SATISFACTION AS WELL AS ITS IMPLICATIONS TO CUSTOMER LOYALTY AT PT. CIANJUR ARTHA MAKMUR

2020 ◽  
Vol 2 (1) ◽  
pp. 101-111
Author(s):  
Dwian Adi Dharmawan ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Marked Effect ◽  
Analysis Technique ◽  
Huge Impact

This research aims to find out those influence from Service Quality, and Product Quality towards Customer Satisfaction and its Implications to Customer Loyalty at PT. Cianjur Artha Makmur. This type of research were catagorized as descriptive analytics research. While population were customers from PT Cianjur Artha Makmur (CAM) totalling of 543 customers according to 2018 company's internal data. These research used Slovin formula to estimates these sample size needed and it obtained 100 respondents. The analysis technique used path analysis through SPSS version 23. The results from this research was indicate that (1) Service Quality has huge impact to Customer Satisfaction (2) Product Quality has significant influence over Customer Satisfaction (3) Service Quality has marked effect to Customer Loyalty (4) Product Quality has undefinable affects towards Customer Loyalty and (5) Customer Satisfaction has huge impact on Customer Loyalty.

scholarly journals Customer satisfaction and customer loyalty in Vietnamese mobile telecommunication industry

2020 ◽  
Vol 5 (1) ◽  
Author(s):  
Trinh Kim Hoa ◽  
Luu Thi Bich Ngoc
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Telecommunication Industry ◽  
Mobile Telecommunication ◽  
Price Perception ◽  
The Impact ◽  
Mobile Telecom

This study was aimed at investigating three factors (service quality, brand image and price perception) and assessed the degree of the impact of each factor on customer satisfaction, especially the relationship between customer satisfaction and customer loyalty in Vietnamese mobile telecom sector where there have been the existence of the fierce competition, mature market and internationally integrated economy, ultimately struggling for market share and survival. The results indicated that each factor (service quality, brand image, price perception) has a positive impact on customer satisfaction at the different level as well as a significantly positive relationship between customer satisfaction and customer loyalty in mobile telecommunication industry in Vietnam. The results of this study are consistent with the findings and evidence in the extant literature. The study provides the important feedback from customers to mobile telecom suppliers. Research findings are expected to be marketing insights for Vietnamese mobile telecom managers so that they can develop the sound marketing strategies in today’s competitive and costly market.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI CITRA PERUSAHAAN SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 7 (12) ◽  
pp. 6675
Author(s):  
I Made Deddy Saputra ◽  
I Nyoman Nurcaya
Keyword(s):  
Quality Of Service ◽  
Image Quality ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Corporate Image ◽  
Analysis Technique

Customer satisfaction is an important element in determining and maintaining and growing the company. To be able to develop loyalty among its customers, banks need to know what factors influence loyalty and assess their performance in these factors. This research was conducted at PT. BPR Bali Dananiaga Denpasar. The number of respondents of this study were 117 respondents. Data collection is done through observation, interview and questionnaire. This research uses instrument test by using path analysis technique. Based on the analysis result found that service quality variable have positive and significant effect to company image. Quality of service has a positive and significant impact on customer loyalty. So the better the service quality of PT. BPR Bali Dananiaga, it will increase customer loyalty in PT. BPR Bali Dananiaga in Denpasar City. Corporate image has a positive and significant impact on customer loyalty. Corporate image proved able to mediate positively and significantly influence between service quality to customer loyalty.

scholarly journals PERAN NILAI PELANGGAN MEMEDIASI PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

2019 ◽  
Vol 8 (8) ◽  
pp. 5304
Author(s):  
Ni Wayan Dian Ratna Anggelina ◽  
Ni Made Rastini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Value ◽  
Brand Image ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to examine the role of customer value mediating the influence of brand image and service quality on customer satisfaction PT. Agung Automall Gianyar. Variables examined in this study are variable customer value, brand image, service quality and customer satisfaction. The number of samples taken was 100 respondents. The analysis technique used is path analysis using the sobel test. Based on the results of the analysis found that the brand image variable has a significant positive effect on customer value, the service quality variable has a significant positive effect on customer value, the brand image variable influences customer satisfaction, the service quality variable has a significant positive effect on customer satisfaction, the customer value variable has a significant positive effect on customer satisfaction, customer value variables have a significant positive effect on mediating brand image on customer satisfaction, customer value variables have a significant positive effect on mediating service quality to customer satisfaction. Keywords: customer value, brand image, service quality, customer satisfaction

scholarly journals PERAN CUSTOMER SATISFACTION MEMEDIASI PENGARUH BRAND IMAGE TERHADAP WOM DALAM FAST FASHION RETAIL

2019 ◽  
Vol 8 (10) ◽  
pp. 6199
Author(s):  
Maya Devi Linardi ◽  
I Ketut Rahyuda
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Word Of Mouth ◽  
Brand Image ◽  
Fast Fashion ◽  
Analysis Technique ◽  
Fashion Retail ◽  
Image Variables

The purpose of this study is to examine the effect of brand image  on word of mouth behaviour through keeping customer satisfaction with H&M product consumers. The number of samples taken was 160 in H&M product consumers who had the criteria to have purchased H&M products, domiciled in Denpasar City, and were last educated in high school. Data was collected through questionnaires. The analysis technique used is the sobel test using path analysis. Based on the results of the analysis it was found that brand image variables had a positive and significant effect on customer satisfaction on H&M product consumers, the brand image variable had a positive and significant effect on word of mouth behaviour on H&M product consumers, customer satisfaction variables had a positive and significant effect on word of mouth behaviour  to H&M product consumers and the brand image variables had a positive and significant effect on word of mouth behaviour through keeping customer satisfaction with H&M product consumers in Denpasar City. Keywords: brand image, customer satisfaction, word of mouth

scholarly journals PERAN WORD OF MOUTH DALAM MEMEDIASI HUBUNGAN BRAND AWARENESS DENGAN PURCHASE INTENTION

2019 ◽  
Vol 8 (9) ◽  
pp. 5783
Author(s):  
A.A Istri Wimas Krisyanti ◽  
Gede Bayu Rahanatha
Keyword(s):  
Data Collection ◽  
Path Analysis ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Practical Implication ◽  
Likert Scale ◽  
Brand Awareness ◽  
Analysis Technique

The purpose of this study is to examine the effect of brand awareness on purchase intention through word of mouth on prospective Maybelline consumers. This research was conducted in Denpasar City with 110 respondents. Data collection by distributing questionnaires and measured using a Likert scale. The analysis technique used is path analysis, sobel test and VAF test. The results found that brand awareness has a positive and significant effect on purchase intention, brand awareness has a positive and significant effect on WOM, WOM has a positive and significant effect on purchase intention, and WOM is able to mediate the influence of brand awareness on purchase intention. The practical implication in this research is that Maybelline Management can increase its advertising, carry out promotions such as giving coupons to consumers if they recommend buying Maybelline products to their friends, as well as strengthening their image to the eyes of consumers. Keywords: brand awareness, word of mouth, purchase intention  

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

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