Brand’s Cool Dimension Effect on Customer Satisfaction and Its Implication to Visual E-WoM

2020 ◽  
Vol 6 (2) ◽  
pp. 81-86
Author(s):  
Trihadi Pudiawan Erhan ◽  
Purnamaningsih Purnamaningsih ◽  
Nosica Rizkalla
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Primary Source ◽  
The Other ◽  
Equation Modeling ◽  
Source Of Information

As Word of Mouth (WOM) progress as one of the most potent marketing instruments, millennials are a vital contributor to the growth of eWOM. Considering how powerful eWOM is and the significance of millennials as the generation that derives the transformation of eWOM as the primary source of information for the customer, it is important to know the variables that drive millennial customers desire to provide information about product and service through their own social media account. This study then employed structural equation modeling to analyze the data. This study finds that out of the two, cool factors only hedonic cool is proven to have a positive and significant influence on customer satisfaction. The other finding is that active Visual eWOM activity of customer are positively influenced by customer satisfaction.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

Should I suggest this YouTube clip? The impact of UGC source credibility on eWOM and purchase intention

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mazzini Muda ◽  
Muhammad Iskandar Hamzah
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Source Credibility ◽  
Equation Modeling ◽  
Content Type ◽  
The Social ◽  
The Impact

PurposeIn spite of the increasing organic and interactive marketing activities over social media, a general understanding of the source credibility of voluntary user-generated content (UGC) is still limited. In line with the social identity theory, this paper examines the effects of consumers' perceived source credibility of UGC in YouTube videos on their attitudes and behavioral intentions. Additionally, source homophily theory is included to predict the antecedent of source credibility.Design/methodology/approachThree hundred and seventy two Generation Y respondents were interviewed using snowball sampling. Data were analyzed with component-based structural equation modeling technique of partial least squares-structural equation modeling (PLS-SEM).FindingsFindings confirmed that perceived source credibility indirectly affects purchase intention (PI) and electronic word-of-mouth via attitude toward UGC. Besides, perceived source credibility mediates the effect of perceived source homophily on attitude toward UGC.Practical implicationsSince today's consumers have begun to trust and rely more on UGC than company-generated content on social media when making purchase decisions, companies may reconsider democratizing certain aspects of their branding strategies. Firms may fine-tune their marketing communication budgets – not only just by sponsoring public figures and celebrities but also by nurturing coproductive engagements with independent content creators who are ordinary consumers. Endowed with their imposing credibility, these micro-influencers and prosumers have high potentials to be uplifted to brand ambassadors.Originality/valueWhile consumers' purchase outcome can be measured easily using metrics and analytics, the roles of source homophily in stages leading up to the purchase is still elusive. Drawing on the rich theoretical basis of source homophily may help researchers to understand not only how credibility and attitude are related to PI but also how this nexus generates positive word of mouth among UGC followers within the social media circles.

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>

Integrative Model of the Implementation of e-WOM, Destination Image and Intention to Behave

2018 ◽  
Vol 9 (4) ◽  
pp. 841
Author(s):  
Naili FARIDA
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Destination Image ◽  
Integrative Model ◽  
Equation Modeling ◽  
Central Java ◽  
Water Spring

Abstract This study aims to examine: the influence of e-WOM and perceptions of quality on customer satisfaction and the effect of customer satisfaction and the image of the destinations on the intention to behave. The sample was 150 tourists visiting Sidomukti water spring in Bandungan Semarang Central Java Indonesia. Analysis of this study uses Structural Equation Modeling and PLS software to process the data. The results showed that: (1) e-WOM and perceptions of quality have a positive and significant influence on customer satisfaction, (2) Customer satisfaction has a positive and significant impact on the intention to behave, and (3) image of the destination has a positive and significant impact on the intention to behave.

scholarly journals PENGARUH PACKAGING, SOCIAL MEDIA MARKETING DAN ELECTRONIC WORD OF MOUTH TERHADAP KEPUTUSAN PEMBELIAN BUSANA BRAND LOKAL [THE EFFECT OF PACKAGING, SOCIAL MEDIA MARKETING AND ELECTRONIC WORD OF MOUTH ON PURCHASE DECISIONS ON LOCAL BRAND FASHION]

2020 ◽  
Vol 15 (2) ◽  
pp. 244
Author(s):  
Theophilus Alpha Kristiawan ◽  
Keni Keni
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Least Squares ◽  
Partial Least Squares ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Social Media Marketing ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Purchasing Decisions

<p><em>This research aims to verify effect of packaging, social media marketing and electronic word of mouth (eWOM) on purchasing decisions. The sample in this research was 236 consumers of local brand clothing in DKI Jakarta province, who uses social media. Sampling using probability sampling method. Data analysis techniques in this research used the Partial Least Squares - Structural Equation Modeling (PLS - SEM) approach. Based on the results of the analysis, the results obtained if social media marketing and electronic word of mouth have a positive and significant influence on purchasing decisions, while packaging has no positive and insignificant influence. The results of this study can provide information to companies about packaging, social marketing media and EWOM to increase local brand clothing sales. This research is the first study conducted to look at the effect of packaging, social media marketing and EWOM on the decision to purchase local brand clothing.</em></p><p><strong>Abstrak dalam Bahasa Indonesia.</strong> Penelitian ini bertujuan untuk menguji pengaruh kemasan, pemasaran media sosial dan <em>electronic word of mouth </em>(eWOM) terhadap keputusan pembelian. Sampel pada penelitian ini adalah 236 konsumen busana merek lokal di provinsi DKI Jakarta, yang menggunakan media sosial. Pengambilan sampel menggunakan metode <em>probability sampling. </em>Teknik analisis data pada penelitian ini menggunakan pendekatan <em>Partial Least Squares – Structural Equation Modeling </em>(PLS – SEM). Berdasarkan hasil analisis, diperoleh hasil jika pemasaran media sosial<em> </em>dan <em>electronic word of mouth </em>memiliki pengaruh positif dan signifikan terhadap keputusan pembelian, sedangkan kemasan<em> </em>tidak memiliki pengaruh positif dan tidak signifikan. Hasil penelitian ini dapat memberikan informasi kepada perusahaan busana merek lokal mengenai kemasan, pemasaran media sosial dan EWOM<em> </em>untuk meningkatkan penjualan busana merek lokal. Penelitian ini merupakan penelitian pertama yang dilakukan untuk melihat pengaruh dari kemasan, pemasaran media sosial dan EWOM pada keputusan pembelian busana merek lokal.</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 PENGARUH REWARD ATTRACTIVENESS, KNOWLEDGE BENEFIT, REQUIRED EFFORT, GROUP BELONGINGNESS DAN DISCLOSURE COMFORT TERHADAP EXPERIENTIAL BENEFIT CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY

MANAJERIAL ◽  
2019 ◽  
Vol 6 (01) ◽  
pp. 67
Author(s):  
Wenti Krisnawati
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Structural Equation ◽  
Equation Modeling ◽  
Coffee Shop ◽  
Analysis Technique ◽  
Group Belongingness

Purpose from this study was to determine the effect of attractiveness reward on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure to customer satisfaction, group belongingness to customer loyalty, disclosure comfort to customer loyalty, experiential benefits to customer satisfaction and customer satisfaction to customer loyalty. The population used in this study is all Excelso customers who have amember card coffee shop Excelso. The number of samples in this study were 178 respondents. The analysis technique used is Structural Equation Modeling (SEM) using the AMOS 16.0 program. The results showed a significant influence between variable reward attractiveness on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure on customer satisfaction, experiential benefits for customer satisfaction, and customer satisfaction for customer loyalty. Whereas variables that have no effect between variables group belongingness to customer loyalty and disclosure comfort to customer loyalty due to loyalty are influenced by satisfaction. Customers will be loyal when they are satisfied with the products or services offered by the company.

scholarly journals Influential Factors on Word of Mouth in Service Industries (The case of Iran Airline Company)

2012 ◽  
Vol 2 (5) ◽  
pp. 227 ◽  
Author(s):  
Tahmoures Hasangholipour Yasvari ◽  
Reza Abachian Ghassemi ◽  
Elnaz Rahrovy
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Influential Factors ◽  
Service Industries ◽  
Equation Modeling ◽  
Attitudes And Behaviors ◽  
Convenience Sampling ◽  
Source Of Information ◽  
Airline Company

Word of mouth has become a strong promotional instrument and an important source of information effective in consumer's attitudes and behaviors, especially in the field of service where the consumer's believes play an important role in choosing it. Word of mouth is very important in service industries, because intangible products can't be evaluated before consumption. The present study examines the factors effective in the formation of word of mouth about the services of airline companies and their results. The population of the research is all of the passengers used the services of Iran Air Company in the period of conducting the research. The sample size was estimated 212 using Cochran's formula. The convenience sampling plan was used for data collection. Pearson's correlation test and the structural equation modeling were used for testing the hypotheses. Data analysis was conducted using SPSS and AMOS software. Findings show that satisfaction, trust, service quality, the perceived value and loyalty are the factors effective in the formation of word of mouth about airline companies and can directly and indirectly affect on customers' decision about using the services of these companies. Keywords: Word of mouth, Consumer's behavior, Airline company, Structural equation modeling 

PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PELANGGAN

2016 ◽  
Vol 6 (2) ◽  
pp. 32
Author(s):  
Aryo Wibisono ◽  
Syahril ,
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Gap Analysis ◽  
Service Providers ◽  
Equation Modeling ◽  
Transport Service ◽  
Transportation Service ◽  
The Difference

PT. Indonesia Railways is an enterprise transportation service provider, where the modes of transportation are often used by consumers to travel long distances, and the price of transport service providers are not too different, then they (the companies) should be thinking how to grab share of existing market, so that the company will make profits. Therefore companies must compete on service providers to satisfy customers. Therefore there is need for research that is applied by using SEM methods (Structural Equation Modeling) in view of the customer and more towards the GAP analysis of the difference between reality and the difference is desired by consumers. With this then, can provide input to the company to consider the factors that correlate to customer satisfaction, so that the company's strategy in the form of customer satisfaction is more focused and effective. The results showed that the variables have a significant influence on complaint of customer satisfaction trains, and there was a GAP between reality and expectations of customers, so customers do not feel satisfied with the services already provided from these transport service. Keywords: Customer satisfaction, SEM (structural equation modeling), GAP Analysis.

scholarly journals Pengaruh Customer Satisfaction dan Trust Terhadap e-WOM: Commitment Sebagai Variabel Intervening (Studi Pada Mahasiswa Universitas Negeri Padang)

2019 ◽  
Vol 1 (3) ◽  
Author(s):  
Tri Putri Parnataria ◽  
Abror Abror
Keyword(s):  
Structural Equation Modeling ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Software Package ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
State University ◽  
Purposive Sampling ◽  
Data Collection Instrument

This study analyzes:  (1) the effect of customer satisfaction on trust (2) the effect of customer satisfaction on commitment (3) the effect of trust on commitment (3) the effect of trust on e-wom (4) the effect of customer satisfaction on ewom (5) the effect of trust on ewom (6) the effect of  commitment on e-wom.This type of research is causative research. The population in this study was all students from Padang State University who used the online shop Lazada. By using purposive sampling we use 150 customers as the respondent. This study used online questionnaires as the data collection instrument, This study analyzed the data by using structural equation modeling (SEM) with smart PLS 3.0 as the software package. The results of his study indicate that: (1) customer satisfaction has a significant effect on trust (2) customer satisfaction has a significant effect on commitment (3) trust has a significant effect on commitment (4) customer satisfaction has a significant effect on e-wom (5) trust has a significant effect on e-wom (6) commitment has a significant effect on e-wom. Keywords:Customer satisfaction, trust, commitment, electronic word of mouth. 

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