scholarly journals PENGARUH WORD OF MOUTH (WOM), KUALITAS PELAYANAN, KEAMANAN DAN KEPERCAYAAN TERHADAP KEPUTUSAN KONSUMEN MENGGUNAKAN JASA TRANSPORTASI ONLINE GRABBIKE DI KOTA SURAKARTA

2021 ◽  
Vol 5 (1) ◽  
pp. 61
Author(s):  
Yasmin Rajaa Nabilah ◽  
Andri Nurtantiono
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Transportation Services ◽  
Consumer Decisions

The purpose of this study was to determine the effect of Word of Mouth, Service Quality, Security, and Trust on Consumer Decisions using GrabBike Online Transportation Services in Surakarta City. From distributing questionnaires to 100 respondents, results show that Word of Mouth, Service Quality, and Trust have a significant effect on consumer decisions while security has no significant effect on consumer decisions. Keywords: Consumer Decisions, Word of Mouth, Service Quality, Security, Trust

scholarly journals EVA Faktor-Faktor Yang Mempengaruhi Keputusan Konsumen Memilih Menggunakan Jasa Go-Jek Online (Studi Kasus Pada Mahasiswa Universitas Islam Riau)

2021 ◽  
Vol 14 (2) ◽  
pp. 64-71
Author(s):  
Eva Sundari ◽  
Deswarta Deswarta ◽  
Sabrizan Helmi
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Corporate Image ◽  
Online Services ◽  
Consumer Decisions ◽  
Purposive Sampling

perception factors, service quality, corporate image, and word of mouth on consumer decisions to choose to use Go-Jek online services (Case Study of Riau Islamic University Students). Methods of Selection and Sampling were carried out using the Purposive Sampling technique, the Purposive Sampling technique, namely Taking Samples Deliberately in each of the Faculties at the Islamic University of Riau Using Go-Jek Services The number of samples taken as many as 100 students in several faculties at the Islamic University of Riau. This research data is analyzed by Multiple Linear Regression Analysis and processed using SPSS For Windows Version 20. Application. The results of this study state that Price Perception, Service Quality, Company Image, Word Of Mouth. Influence on Consumer Decisions to choose to use Go-Jek Online services.

PENGARUH KUALITAS PELAYANAN DAN WORD OF MOUTH TERHADAP KEPUTUSAN PEMBELIAN DI KAFE POTRET MEDAN

2019 ◽  
Vol 13 (2) ◽  
pp. 199
Author(s):  
Asrye Tutur Sinaga ◽  
Nurul Wardani
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Word Of Mouth ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Quality Data ◽  
Purchasing Decisions ◽  
Study Hypothesis

AbstrakPenelitian ini bertujuan untuk mengetahui dan dapat menjelaskan pengaruh Kualitas Pelayanan dan Word Of Mouth terhadap Keputusan pembelian di Kafe Potret Medan. Populasi dalam penelitian ini adalah 700 orang ditentukan dari jumlah pengunjung Kafe Potret Medan dalam kurun waktu satu minggu, dan sampel yang digunakan berjumlah 88 pengunjung. Sedangkan tehnik pengumpulan data menggunakan angket (kuesioner) dan pengujiannya yaitu uji kualitas data dan uji asumsi klasik.Pengujian hipotesis menggunakan analisis regresi linier berganda, uji F, uji t, dan uji R2. Hipotesis penelitian dimensi Kualitas Pelayanan dan Word Of Mouth secara parsial terhadap Keputusan Pembelian diterima jika t hitung > t tabel dengan tingkat signifikan 0.05.Nilai t tabel dalam penelitian ini 1,662. Nilai t hitung variabel X1 sebesar 1,990 t hitung  > t tabel maka hipotesis diterima, nilai t hitung variabel X2 sebesar 2,628 t hitung > t tabel maka hipotesis diterima. Dari 2 variabel, variabel Word Of Mouth yang paling dominan mempengaruhi Keputusan Pembelian  sebesar 2,628. Kata Kunci : Kualitas Pelayanan, Word Of Mouth, Keputusan Pembelian AbstractThe purpose of this study is to identify and able to explain the influence of Service Quality and Word Of Mouth to Purchasing Decisions of Kafe Potret Medan. The population in this study were 700 people from visitors Kafe Potret Medan in one week, and the samples used were 88 visitors. While the techniques of data collection using the questionnaire and use the test of quality data and classical assumption. The hypothesis test uses multiple linear regression analysis, F test, R square and t test. The study hypothesis was partially of Service Quality and Word Of Mouth dimension to  Purchasing Decisions is acceptable if t hitung > t tabel with a significant level 0.05. The t tabel value in this study 1.662. The t hitung X1 is 1.990 that mean t hitung > t tabel then the hypothesis is accepted, t hitung X2 is 2.628 that mean t hitung > t tabel then the hypothesis is accepted. From 2 variables fascination that the most dominant variable for Purchasing Decisions is Word Of Mouth of 2.628. Keywords : Service Quality, Word Of Mouth, Purchasing Decisions

scholarly journals Determinants of satisfaction with campus transportation services: Implications for service quality

2016 ◽  
Vol 10 (1) ◽  
Author(s):  
Felix Charbatzadeh ◽  
Udechukwu Ojiako ◽  
Maxwell Chipulu ◽  
Alasdair Marshall
Keyword(s):  
Service Quality ◽  
Public Transportation ◽  
Critical Element ◽  
Financial Loss ◽  
Transportation Services ◽  
Transportation Service ◽  
Service Engagement ◽  
Managerial Attention ◽  
Determinants Of Satisfaction ◽  
Bus Transportation

Background: In a number of countries, buses are a critical element of public transportation, providing the most inclusive and sustainable mode of transportation to all forms of citizenry, including staff and students of universities.Objectives: The study examines the determinants of satisfaction with campus bus transportation. The article is primarily discursive and based on the synthesis of existing service literature supported by data obtained from a survey of 847 respondents.Method: Structural equation modelling is undertaken using AMOS 19, allowing for the examination of compound relationships between service engagement variables.Results: Results show statistically significant differences between perceived service quality and travel routes. The authors argue that managerial attention to service user experiences does not only hold the key to ongoing competitive success in campus transportation services but also that those services can be significantly enriched through greater managerial attention to the interface between risk of financial loss (which increases when the campus bus transportation service provider becomes less able to compete) and service quality.Conclusion: The authors argue that if providers of campus bus transportation services are to rise to their service delivery challenges and also maintain or improve upon their market positions, they must conceptualise their services in a manner that takes into consideration the two-way interrelationship between risk of financial loss and service quality. It must also be noted that, although this study may have relevance for firm–firm scenarios, its focus is primarily on service supplier firm–customer service engagements.Keywords: Modelling; Transportation; Service

scholarly journals Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.

scholarly journals The Influence of Electronic Service Quality and Electronic Word of Mouth (eWOM) toward Repurchase Intention (Study on E-Commerce in Indonesia)

2021 ◽  
Vol 37 (1) ◽  
pp. 42-58
Author(s):  
Widarto Rachbini ◽  
◽  
Diana Anggraeni ◽  
Harimurti Wulanjani ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Virtual Communities ◽  
Word Of Mouth ◽  
Electronic Word Of Mouth ◽  
Repurchase Intention ◽  
Managerial Implication ◽  
Application Service ◽  
Electronic Service ◽  
Quality Aspects

Customer satisfaction is a vital component of service organisations that are significantly related to service quality. One of the electronic service quality that has to be prioritised, is website quality. Therefore, this study will determine the influence of electronic service quality and electronic word of mouth (eWOM) toward repurchase intention on e-commerce in Indonesia. Data were obtained from Google Form Online Questionnaires which were distributed through a short-link in WhatsApp, LINE, and Twitter applications during April 2019. This study applied the purposive sampling method where 458 qualified samples were matched to the specific criteria. Structural Equation Model (SEM) supported by LISREL software was used to analyse the data. The findings show that there are positive and significant influences of electronic service quality of pleasant and utilitarian dimensions to eWOM construction and repurchase intention. This research suggests managerial implication to e-commerce industry practitioners to reduce Tokopedia and also Instagram as the benchmark of electronic-based service quality. The managerial implication covers observing and adopting mobile application service quality aspects, service online review, and virtual communities. Besides, it is significantly suggested for future studies to explore more specific contexts of pleasant and utilitarian electronic service quality dimensions as in the B2B e-commerce, B2C e-commerce, and G2C e-commerce. Keywords: Electronic service quality, eWOM, repurchase intention, e-commerce, tokopedia.

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