The Influence of Electronic Service Quality, Electronic Satisfaction and Electronic Trust on Electronic Word of Mouth A Study on the Consumers of Marketplace in Surabaya

2021 ◽  
Vol 11 (2) ◽  
pp. 709-715
Author(s):  
Nuri Purwanto ◽  
Budiyanto . ◽  
Suhermin .
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Electronic Word Of Mouth ◽  
Electronic Service

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.

scholarly journals Peran persepsi terhadap electronic service quality dan electronic word-of mouth (e-wom) terhadap intensi pembelian ulang melalui e-commerce

2021 ◽  
Vol 9 (2) ◽  
pp. 164-171
Author(s):  
Dian Febriany Putri ◽  
Sumaryono Sumaryono
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Electronic Service ◽  
Consumer Intentions ◽  
Age Range

Expanding the process of buying and selling goods or business transactions from offline to online becomes a challenge for its users. The intensity of purchasing goods by consumers through e-commerce is influenced by various factors, one of which is the perception of electronic service quality and electronic word-of-mouth (e-wom). The purpose of this study is to find out the role of perceptions of electronic service quality and electronic word-of-mouth (e-WOM) toward re-purchase intention through e-commerce. Respondents in this research were individuals with an age range of 18-35 years and the total of respondents were 232 people. The sampling technique used purposive sampling. Data was collected using the re purchase intention, perception of electronic service quality, and e-WOM scales. Methods of data analysis using Structural Equation Modeling (SEM). The results of the study explain that one’s perception of electronic service quality and information circulating through e-WOM each have a role in influencing or strengthening consumer intentions to repurchase products through e-commerce.

scholarly journals Pengaruh Electronic Service Quality dan Electronic Word of Mouth Terhadap Keputusan Pembelian Kamar Di Aston Denpasar Hotel and Convention Center

2021 ◽  
Vol 10 (2) ◽  
pp. 94-102
Author(s):  
Ida Ayu Kalpikawati ◽  
I Nyoman Sudiksa ◽  
Maureen Audria
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Word Of Mouth ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Purchase Decisions ◽  
Electronic Word Of Mouth ◽  
Electronic Service ◽  
Convention Center

This study aimed to analyze the influence of Electronic Service Quality and Electronic Word of Mouth on Room Purchase Decisions at Aston Denpasar Hotel & Convention Center. The data were collected by distributing online questionnaires with the help of the hotel to respondents who were guests who had stayed at Aston Denpasar Hotel & Convention Center totaling 100 people. The data collected from the questionnaire were then analyzed using the classic assumption test, multiple linear regression analysis, t test, F test and coefficient of determination analysis. The results showed (1) electronic service quality had a positive and significant effect on room purchase decisions with a significance value of 0.011 <0.1 indicating that H01 was rejected and Ha1 was accepted (2) electronic word of mouth had an effect positive and significant impact on room purchase decisions with a significance value of 0.010 <0.1 indicating that H02 is rejected and Ha2 is accepted (3) electronic service quality and electronic word of mouth has a positive and significant effect on room purchase decisions with a significance value of 0,000 <0.1 indicate that H03 is rejected and Ha3 is accepted.

scholarly journals The Role of Mediation Electronic Word of Mouth (E-WoM) in Relationship Quality of Services and Tourism Products Against Visiting Decisions

2021 ◽  
Vol 5 (1) ◽  
pp. 64-76
Author(s):  
Asep Rahmat Taryadi ◽  
Muchammad Agung Miftahuddin
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Mediating Role ◽  
The Relationship

The purpose of this study was to analyze the mediating role of electronic word of mouth in the relationship between tourism products and service quality on the decision to visit tourists to Pangandaran Beach. This research is explanatory research, and the data collection is done by distributing questionnaires. The sample in this study amounted to 95 visitors to Pangandaran beach, who were selected using the purposive sampling method. Based on the analysis using Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach, the results indicate that service quality and tourism products have a significant positive effect on visiting decisions. However, electronic word of mouth does not mediate the relationship between service quality and tourism products on tourists visiting decisions.

scholarly journals THE INFLUENCE FACTORS OF ELECTRONIC WORD OF MOUTH BEHAVIOUR IN FACULTY OF NURSING GARUT CLASS PADJADJARAN UNIVERSITY

2021 ◽  
Vol 23 (2) ◽  
pp. 167
Author(s):  
Novita Kamaruddin ◽  
Megawati Simanjuntak ◽  
Lilik Noor Yuliati
Keyword(s):  
Service Quality ◽  
Significant Relationship ◽  
Structural Equation ◽  
Quantitative Research ◽  
Word Of Mouth ◽  
Brand Image ◽  
Influence Factors ◽  
Total Sample ◽  
Equation Modeling ◽  
Electronic Word Of Mouth

Higher education in increasing competition needs to provide excellent quality services for students to college. Students satisfaction will be encouraged to disseminate their campus information through electronic word of mouth (eWOM). EWOM is a form of consumer willingness to voluntarily provide recommendations for others to buy or use products from companies through the internet. This research was conducted to analyze the quality of service, promotion, brand image and motivation towards eWOM. The research was quantitative research using a descriptive approach. The data were analyzed using SEM Lisrel (Structural Equation Modeling). This study was conducted of student  from Faculty of Nursing Garut class who actively carry out lecture with total sample of 309. The findings of this research showed that there was a significant relationship between service quality on brand image, there is a meaningful relationship between the promotion of brand image, there is no significant relationship between service quality on eWOM, brand image has a significant to eWOM and motivation has a significant relationship to eWOM.

scholarly journals THE IINFLUENCE OF ELECTRONIC WORD-OF-MOUTH, SERVICE QUALITY, DESTINATION IMAGE AND SATISFACTION TOWARD REVISIT INTENTION (STUDY ON BUKITTINGGI CITY, WEST SUMATERA)

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (2) ◽  
pp. 92
Author(s):  
Ahmad Istiqlal Ahlunnazak ◽  
Abror Abror
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Total Sample ◽  
Destination Image ◽  
Electronic Word Of Mouth ◽  
Revisit Intention ◽  
Positive Effect ◽  
Research Show

The purpose of this research are to analyze : (1) the effect of E-WOM on Destination Image of Bukittinggi City (2) the effect of E-WOM on Satisfaction of Bukittinggi City (3) the effect of Service Quality on Destination Image of Bukittinggi City (4) the effect of Service Quality on Satisfaction of Bukittinggi City (5) the effect of Destination Image on Revisit Intention of Bukittinggi City (6) the effect of Satisfaction on Revisit Intention of Bukittinggi city. The type of this research is causative research. The population of this research is the padang society who has visited Bukittinggi City. Total sample of this research was 208 people by using questionnaire. The results of this research show that (1) E-WOM has a significant & positive effect on Destination Image (2) E-WOM has a significant & positive effect on Satisfaction (3) Service Quality has a significant & positive effect on Destination Image (4) Service Quality has a significant & positive effect on Satisfaction (5) Destination Image has a significant & positive effect on Revisit Intention (6) Satisfaction has a significant & positive effect on Revisit Intention. Keyword: Electronic Word-Of-Mouth (e-WOM), Service Quality, Destination Image, Satisfaction,Revisit Intention 

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