scholarly journals PERAN KEPUASAN KONSUMEN MEMEDIASI PENGARUH KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP POSITIVE WORD OF MOUTH

2020 ◽  
Vol 9 (5) ◽  
pp. 2024
Author(s):  
Ni Putu Dema Punkyanti ◽  
Ni Ketut Seminari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Brand Image ◽  
Positive Word ◽  
Multiple Test ◽  
Relationship Of ◽  
Positive Word Of Mouth

This study aims to determine the effesct of service quality, and brand image on positive word of mouth through customer satisfaction as a mediating variable. This research was conducted on Samsung Smartphone Consumers in Denpasar City, using Non-Probability Sampling techniques, as many as 100 respondents. Data collection was obtained from the distribution of questionnaires. Data analysis techniques used are path analysis and multiple test. The results showed that service quality had a positive and significant effect on positive word of mouth, brand image had a positive and significant effect on positive word of mouth, service quality had a positive and significant effect on customer satisfaction, brand image had a positive and significant effect on customer satisfaction, customer satisfaction positive and significant effect on positive word of mouth, the role of customer satisfaction mediates positively and significantly the relationship of service quality to positive word of mouth, and the role of consumer satisfaction positively and significantly relationship brand image to positive word of mouth. Keywords: brand image, customer satisfaction, service quality, positive word of mouth

scholarly journals Positive determinants word-of-mouth of supermarket consumer in the COVID-19 pandemic era

2021 ◽  
Vol 14 (2) ◽  
pp. 300
Author(s):  
Sri Vandayuli Rirorini ◽  
Genesis Sembirng Depari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Positive Word ◽  
Positive Word Of Mouth

<p>This research, which was conducted in the era of the COVID-19 pandemic, aims to analyze the influence of the dimensions of service quality, competitive prices, customer satisfaction toward the positive word-of-mouth of Supermarket customers. Questionnaires were distributed to 350 respondents as samples using the <em>non-probability sampling method</em> and <em>purposive sampling technique</em>. Meanwhile, Structural Equation Modeling (SEM) is used to analyze the data. The results of the study indicate that <em>Reliability, Assurance, Tangibles, Empathy, Responsiveness, Competitive Price</em> have positive and significant effects on<em>Customer Satisfaction</em>, which in turn would have a positive impact on positive word-of-mouth. Of all dimensions of service quality, the most powerful factor influencing consumer satisfaction shopping in supermarkets is reliability, and the one that gives consumers the most important feeling in providing quality services is Responsiveness. For further research, it is recommended to expand the scope of research in various types of businesses, not only in supermarkets.</p>

scholarly journals Pengaruh Citra Merek Terhadap Kepuasan Pelanggan dan Implikasinya pada Positive Word Of Mouth Penumpang MRT Jakarta

Prologia ◽  
2020 ◽  
Vol 4 (2) ◽  
pp. 368
Author(s):  
Meiliana Meiliana ◽  
Rezi Erdiansyah
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Brand Image ◽  
Corporate Identity ◽  
Equation Modeling ◽  
Positive Word ◽  
Passenger Satisfaction ◽  
Positive Word Of Mouth

The purpose of this study was to determine the effect of brand image on positive word of mouth through Jakarta MRT passenger satisfaction. The research sample used as many as 125 respondents came from passengers aged 20 years over and had used the Jakarta MRT services. Questionnaires were distributed and filled out directly by respondents and by Google forms. Data analysis using SPSS (Statistical Package For The Social Sciences) version 23 software and SEM (Structural Equation Modeling) with Lisrel application version 8.80. The results showed brand image and customer satisfaction had a significant influence on positive word of mouth MRT Jakarta passengers. However, customer satisfaction is most influential on positive word of mouth, then followed by brand image. In sequence the most dominant dimensions that shape brand image are value, corporate identity, reputation and personality. Furthermore, sequentially the most dominant dimensions that shape customer satisfaction are service quality, product quality, price and comfort. And in sequence the most dominant dimensions that make up positive word of mouth are information, invitations, recommendations and positive stories. Thus, to create positive word of mouth, efforts should be made to increase customer satisfaction.Tujuan dari penelitian ini adalah untuk mengetahui pengaruh citra merek terhadap positive word of mouth melalui kepuasan penumpang MRT Jakarta. Sampel penelitian yang digunakan sebanyak 125 responden berasal dari penumpang yang berumur 20 tahun ke atas dan pernah menggunakan jasa layanan MRT Jakarta. Kuesioner disebarkan melalui penyebaran angket dan diisi langsung oleh responden serta google forms. Analisis data menggunakan SEM (Structural Equation Modeling) dengan aplikasi Lisrel versi 8.80. Hasil penelitian menunjukkan citra merek dan kepuasan pelanggan memberikan pengaruh signifikan terhadap positive word of mouth penumpang MRT Jakarta. Namun demikian, kepuasan pelanggan paling berpengaruh terhadap positive word of mouth, lalu diikuti dengan citra merek. Secara berurutan dimensi paling dominan yang membentuk citra merek adalah nilai, identitas perusahaan, reputasi dan kepribadian. Selanjutnya, secara berurutan dimensi paling dominan yang membentuk kepuasan pelanggan adalah kualitas pelayanan, kualitas produk, harga dan kenyamanan. Dan secara berurutan dimensi paling dominan yang membentuk positive word of mouth adalah informasi, ajakan, rekomendasi dan cerita positif. Dengan demikian, untuk menciptakan positive word of mouth perlu dilakukan  upaya meningkatkan kepuasan pelanggan. 

scholarly journals Analisis Faktor yang Mempengaruhi Word of Mouth Ayam Geprek Don

2021 ◽  
Vol 5 (3) ◽  
pp. 296
Author(s):  
Albertus Bobby Widagdo ◽  
Yanuar Yanuar
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Positive Word ◽  
Brand Trust ◽  
Positive Word Of Mouth

This study aims to examine the effect of brand image, brand trust and customer satisfaction on customer loyalty and its influence on product word of mouth. The data in this study were obtained from the results of filling in the questionnaire by 110 respondents who were all customers of Ayam Geprek Don products located in South Jakarta. Data from the questionnaire filling in this study were further analyzed using the Partial Least Square technique with the help of the SmartPLS program. Based on the results of the analysis in this study, some conclusions are obtained as follows: brand image, brand trust, and customer satisfaction have a positive and significant effect on loyalty. Then, loyalty has a positive and significant effect on product word of mouth. In general, the better the brand image and product brand trust and the higher the customer satisfaction, the higher loyalty which will further increase the positive word of mouth of the brand. Penelitian ini bertujuan untuk menguji pengaruh citra merek, kepercayaan merek, dan kepuasan pelanggan terhadap loyalitas, serta pengaruhnya terhadap word of mouth produk. Data dalam penelitian ini diperoleh dari hasil pengisian kuesioner oleh sebanyak 110 responden yang seluruhnya adalah pelanggan produk Ayam Geprek Don yang berlokasi di Jakarta Selatan. Data hasil pengisian kuesioner dalam penelitian ini selanjutnya dianalisis dengan menggunakan teknik Partial Least Square dengan bantuan program SmartPLS. Berdasarkan hasil analisis dalam penelitian ini, diperoleh beberapa kesimpulan yaitu: citra merek, kepercayaan merek, dan kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas. Serta loyalitas berpengaruh positif dan signifikan terhadap word of mouth produk. Secara umum, semakin baik citra merek dan kepercayaan merek serta semakin tinggi kepuasan pelanggan, maka semakin tinggi loyalitas yang selanjutnya akan meningkatkan word of mouth positif dari merek.

Relationships between service quality and behavioral outcomes

2004 ◽  
Vol 22 (2) ◽  
pp. 144-157 ◽  
Author(s):  
Ugur Yavas ◽  
Martin Benkenstein ◽  
Uwe Stuhldreier
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Behavioral Outcomes ◽  
Retail Banking ◽  
The Other ◽  
Positive Word ◽  
Background Characteristics ◽  
Study Results ◽  
Positive Word Of Mouth

This study examines the nature of relationships between service quality, background characteristics, and satisfaction and selected behavioral outcomes by using retail banking in Germany as its setting. Study results show that service quality is at the root of customer satisfaction and is linked to such behavioral outcomes as word of mouth, complaint, recommending and switching. However, different aspects of service quality and different consumer characteristics seem to be associated with different outcomes. For instance, the results suggest that tangible elements of service quality and being a female are more closely associated with positive word of mouth and commitment. On the other hand, “timeliness” aspects of service delivery are more closely related to customer satisfaction, and complaint and switching behaviors. Implications of these results to induce greater customer satisfaction, to attain higher levels of favorable outcomes and/or to alleviate negative outcomes are discussed.

Understanding psychological contract violation and its consequences on mobile shopping applications use in a developing country context

2018 ◽  
Vol 10 (2) ◽  
pp. 208-231 ◽  
Author(s):  
Prasanta Kr. Chopdar ◽  
V.J. Sivakumar
Keyword(s):  
Service Quality ◽  
Psychological Contract ◽  
Word Of Mouth ◽  
Perceived Value ◽  
Positive Word ◽  
Content Type ◽  
Psychological Contract Violation ◽  
Mobile Shopping ◽  
Positive Word Of Mouth

Purpose The purpose of this research is to investigate the influence of psychological contract violation (PCV) on service quality and perceived value, and consequently on users positive word of mouth intention towards mobile shopping applications. The role of personalization as a moderator is further investigated. Design/methodology/approach A descriptive research approach was adopted, and responses were gathered from 252 mobile shopping application users in India, using an online survey. The variance-based partial least square structural equation modelling approach was opted for analysing the research model. Findings The results showed the deleterious effects of PCV on service quality and perceived value. The findings further confirm the significant positive impact of service quality and perceived value on the positive word of mouth intention of users. The role of personalization in mitigating the adverse effects of PCV on perceived value among users of mobile shopping application is highlighted in the study; however, its role in safeguarding service quality is found to be insignificant. Research limitations/implications A study with larger sample of respondents from varied nationalities will aid in generalizing the findings of this research. Originality/value This is the first time that PCV and its consequences have been studied in the context of mobile shopping applications.

scholarly journals Analysis Of Service Quality, Food Quality, Atmosphere Against Revisit Intention and Positive Word Of Mouth at Casual Dining Restaurant in Batam City

eCo-Buss ◽  
2021 ◽  
Vol 4 (2) ◽  
pp. 230-241
Author(s):  
Ho Gefi Lee ◽  
Renny Christiarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Word Of Mouth ◽  
Positive Word ◽  
Casual Dining ◽  
Revisit Intention ◽  
Casual Dining Restaurant ◽  
Positive Word Of Mouth ◽  
The Impact

The purpose of this study is to analysis the impact of three elements of service quality dimensions (reliability, responsiveness and tangible), food quality and atmosphere on satisfaction, and to analysis if customer satisfaction have an impact to customer revisit intention and positive word of mouth. Data were collected from customers who had visited casual dining restaurants in Batam city through a self-administered questionnaire. Research questionnaires were distributed by researchers via google form, and have collected 359 (three hundred and fifty-nine) respondent data. This study shows that the three dimensions of service quality and food quality were significant to customer satisfaction. Also, the customer satisfaction were significant to positive word of mouth. But this study also shows that atmosphere was found not significant to customer satisfaction, and customer satisfaction not significant to revisit intention. This research conjectured that factors that influence the customers to be more satisfaction and do revisit to the casual dining restaurant are worthy of repeat research because of the decrease COVID-19 cases in batam city.

scholarly journals The Role of Consumer Satisfaction in Mediating Service Quality and Brand Image on Consumer Loyalty

SENTRALISASI ◽  
2020 ◽  
Vol 9 (2) ◽  
pp. 108
Author(s):  
Ramdani Bayu Putra ◽  
Fitri Yeni ◽  
Hasmaynelis Fitri ◽  
Noftalia Hutapea
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Consumer Loyalty

Tujuan dari penelitian ini adalah untuk menganalisis peran kepuasan kerja dalam memediasi pengaruh kualitas layanan dan citra merek terhadap loyalitas konsumen di Toko Sepatu Padang Holic. Populasi dan sampel penelitian adalah 80 konsumen Holic Shoes Shop Padang. Teknik pengumpulan sampel menggunakan metode sensus dengan model penelitian Structural Equation Modeling (SEM) dengan alat uji analisis menggunakan perangkat lunak SmartPLS 3. Hasil penelitian menyimpulkan bahwa kualitas layanan dan kepuasan pelanggan adalah faktor yang mempengaruhi loyalitas pelanggan. Sedangkan citra merek bukan merupakan faktor yang dapat mempengaruhi dan menentukan loyalitas pelanggan. Temuan lain juga menunjukkan bahwa kualitas layanan juga merupakan faktor yang mempengaruhi kepuasan pelanggan, sedangkan citra merek masih merupakan faktor yang tidak mempengaruhi kepuasan konsumen. Untuk efek tidak langsung, kualitas layanan mempengaruhi loyalitas pelanggan melalui kepuasan pelanggan sementara citra merek tidak memiliki pengaruh yang signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan. The purpose of this study is to analyze the role of job satisfaction in mediating the effect of service quality and brand image on consumer loyalty at the Holic Padang Shoe Store. The population and sample of the study were 80 consumers of Holic Padang Shoes Shop. The sample collection technique is used the census method with Structural Equation Modeling (SEM) research models with SmartPLS software tools. The results of the study concluded that service quality and customer satisfaction are factors that influence customer loyalty. While brand image is not a factor that can influence and determine customer loyalty. Other findings also indicate that service quality is also a factor influencing customer satisfaction, while brand image is still a factor that does not affect consumer satisfaction. For indirect effects, service quality affects customer loyalty through customer satisfaction while brand image does not have a significant effect on customer loyalty through customer satisfaction.

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