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.

scholarly journals Pengaruh Customer Satisfaction, Brand Trust, dan Customer Feedback Terhadap Customer Loyalty Pada Perusahaan Mobil Suzuki

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Jhony Putra Satria Arianto
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Positive Word ◽  
Brand Trust ◽  
Research Model ◽  
Managerial Implication ◽  
Customer Feedback ◽  
Positive Word Of Mouth

The background of this research to understand the importance of customer satisfaction will result customer loyalty on consumer’s of automobile. The design of this research applies a research model based on consumer’s of Suzuki Ertiga In Suzuki Indonesia Company which locard in East Bekasi. A total of seventy consumers as respondents were analyzed using multiple regression analysis with SPSS 17. The objectives of this research to examine the importance will result on customer retention and generation of positive word of mouth. The result of this research that the effect of positively Customer Satisfaction, Brand Trust, dan Customer Feedback toward Customer Loyalty.  The managerial implication for marketing managers for understanding the importance of customer loyalty to increase company profitability.

Modelling green customer loyalty and positive word of mouth

2019 ◽  
Vol 15 (3) ◽  
pp. 405-426 ◽  
Author(s):  
Paul Blaise Issock Issock ◽  
Mercy Mpinganjira ◽  
Mornay Roberts-Lombard
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Energy Efficient ◽  
Word Of Mouth ◽  
Environmental Knowledge ◽  
Positive Word ◽  
Content Type ◽  
Consumption Values ◽  
Customer Trust ◽  
Positive Word Of Mouth

Purpose The purpose of this paper is to examine the influence of consumption values, green customer satisfaction and customer trust in energy-efficient labels on green customer loyalty and positive word of mouth (PWOM) towards energy-efficient products, and how environmental knowledge moderates these relationships. Design/methodology/approach A quantitative research approach was followed using a cross-sectional design. Data were collected from 440 consumers in South Africa, who used electronic home appliances that have energy efficiency labels. A structural equation model and a multigroup analysis were used to test the hypothesised relationships. Findings The results revealed that consumption values partially influence green customer satisfaction, which, in turn, affect green customer trust and loyalty, and PWOM. Environmental knowledge only marginally moderates the relationships in the model. Practical implications Green marketing practitioners should work on improving green customer satisfaction, which is central to a sustainable green consumption lifestyle. Originality/value The theoretical contribution of this study is through the application of a multidimensional approach to testing the impact of consumption values on green customer satisfaction. Moreover, this paper provides greater clarity on the specific determinants of PWOM and examines the interplay between green customer loyalty and positive word of mouth towards green products. Furthermore, the moderating effect of environmental knowledge on the relationships in the proposed model is explained.

scholarly journals Promotion and place advertising combination on positive word of mouth private label product mediated by consumer satisfaction

2021 ◽  
Vol 10 (2) ◽  
pp. 46-53
Author(s):  
Endang Siswati
Keyword(s):  
Consumer Satisfaction ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Word Of Mouth ◽  
Measurement Model ◽  
Partial Least Square ◽  
Least Square ◽  
Private Label ◽  
Positive Word ◽  
Positive Word Of Mouth

This research uses a quantitative approach, using 25 samples taken from the population, namely consumers of retail companies that sell private label products, including Superindo, Indomaret, and Alfamart. The purpose of this study is to analyze and determine whether the variable customer satisfaction can mediate the effect of promotion and place advertising on positive word of mouth. Data analysis in this research used PLS (Partial Least Square) with the SmartPLS program, which consists of a measurement model, namely convergent validity, discriminant validity and composite reliability, as well as structural models namely R-Square, Q-Square, Path test coefficients to test the significance of influence, and the Sobel test to test for mediation. The results showed that consumer satisfaction was not able to mediate a positive relationship between promotion and positive word of mouth, but promotion had a significant effect on consumer satisfaction.

scholarly journals THE INFLUENCE OF BRAND IMAGE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN. BOSOWA BERLIAN MOTORS IN THE CITY OF MAKASSAR

2020 ◽  
Vol 3 (4) ◽  
pp. 136-145
Author(s):  
Andi Nur Ichsan Alqadri ◽  
Abdul Rahman Kadir ◽  
Nuraeni Kadir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Business World ◽  
Pls Analysis ◽  
The City

Today the competition in the business world is getting tighter, this is indicated by the number of competing companies that have sprung up that are engaged in the same type of business in capturing the market so that consumers buy the products offered and try to keep their customers so as not to turn to the same product from different companies. This study aims to analyze the effect of Brand Image and service quality on customer satisfaction, Brand Image and service quality on customer loyalty, the effect of customer satisfaction on customer loyalty, the influence of brand image and service quality on customer loyalty through customer satisfaction at PT. Bosowa Berlian Motor in Makassar city. To implement these objectives, data collection techniques are used through observation, questionnaires and documentation, using the Partial Least Square (PLS) analysis method. The results of the study found that brand image and service quality had a positive and significant effect on customer satisfaction. Brand image and service quality have a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction can partially mediate between brand image and service quality on customer loyalty. It can be indicated that the better the quality of service, the more satisfied the customer will be, thus impacting customer loyalty.

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 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 EFFECT OF SERVICE QUALITY AND BRAND TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PERTAMINA HOSPITAL BALIKPAPAN

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Lenny Meitha Wulur ◽  
Theresia Militina ◽  
Gusti Norlitaria Achmad
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Trust ◽  
Positive Effect

This research was conducted by Lenny titled "The Effect of Service Quality and Brand Trust on Customer Satisfaction and Customer Loyalty Balikpapan Pertamina Hospital" under the guidance of Prof. Dr. Theresia Militina, M.Siand Dr. Gusti Noorlitaria. A., SE., MM. This study aimed to analyze the influence of service quality and brand trust to customer satisfaction and customer loyalty. The sampling method used in this study is nonprobability Sampling. The sample used in this study were a total of 110 respondents. Analysis of the data used in this study is Partial Least Square with the help of software SmartPLS3.0. result This research shows: (1) Service Quality (X1) positive and significant impact on Customer Satisfaction (Y1), (2) Brand Trust (X2) positive and significant impact on Customer Satisfaction (Y1), (3) Service Quality (X1) positive and significant impact on Customer Loyalty (Y2), (4) Brand Trust (X2) has positive effect but not significant to Customer Loyalty (Y2), (5) Customer Satisfaction (Y1) positive and significant impact on Customer Loyalty (Y2).

scholarly journals Peran Kepuasan Pelanggan Dalam Memediasi Hubungan Pengalaman Berbelanja Secara Online Dengan Perilaku Pasca Pembelian

2018 ◽  
pp. 91
Author(s):  
Ade Ruly Sumartini ◽  
I Gusti Ayu Ketut Giantari ◽  
Putu Yudi Setiawan
Keyword(s):  
Word Of Mouth ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Mediation Effect ◽  
Positive Word ◽  
Repurchase Intention ◽  
Partial Least Square Analysis ◽  
Shopping Experience ◽  
Positive Word Of Mouth

The development of internet has led an increasing presence of online store, followed by developments in online shopping activities. The purpose of this study is to explain the role of customer satisfaction in mediating the relationship between experiences by word of mouth as well as the repurchase intention. The sample are 140 people in Denpasar who purchased cosmetics through online shop at least 1 times in the last of 6 month, determined using purposive sampling method. This research uses PLS (Partial Least Square) analysis. The study showed that online shopping experience has a positive and significant impact on customer’s satisfaction, repurchase intention and positive word of mouth. Customer’s satisfaction has a positive and significant effect on repurchase intention and positive word of mouth. Customer’s satisfaction was also shown has mediation effect on repurchase intention and positive word of mouth.

scholarly journals HUBUNGAN ANTARA KEPUASAN DAN LOYALITAS MAHASISWA UNIVERSITAS BUNDA MULIA

2017 ◽  
Vol 5 (1) ◽  
Author(s):  
Lelly Christin
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Positive Word ◽  
Business World ◽  
Differentiation Strategy ◽  
Loyal Customer ◽  
Positive Word Of Mouth ◽  
Positive Recommendation

<p>Business world growth in rapid speed nowadays, because of that reason all the companies in business world try to make a differentiation strategy in order to be different than other company. One of important aspect which concern by all companies is customer satisfaction. Customer satisfaction is a part of company management, because of that those companies realize if they could fulfil this aspect they could have a profit. But, we can’t just rely on customer satisfaction to improve long term benefits. Loyal customer will not turn around to other similar companies. University must to construct customer loyalty. Loyal customers, in this case students usually give a positive recommendation (the likehood of spreading positive word of mouth).</p><p>Key Words- Satisfaction, Loyality, Student</p>

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

Sign in / Sign up

Export Citation Format

Share Document