scholarly journals Effect of Emotional Experience, Electronic Word of Mouth, Reputation, Customer Satisfaction on Loyalty

2020 ◽  
Vol 1 (4) ◽  
pp. 215-227
Author(s):  
Brendi Wijaya ◽  
Henilia Yulita
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Emotional Experience ◽  
Air Transportation ◽  
Electronic Word Of Mouth ◽  
Transportation Services ◽  
The Public

Lion Air was chosen by the public as an airline because of its lower fares compared to other airlines. However, Lion Air also often creates problems in terms of service, namely passenger displacement due to delay. With a negative emotional experience will have an effect on reputation decline, due to electronic word of mouth by consumers who are dissatisfied with the service. This type of research uses quantitative methods. The population of this research is all consumers who have used Lion Air transportation services with a sample of 100 respondents. The data collection method uses purposive sampling method. Technical analysis using SMART PLS 3.0 consists of three types, namely instrument testing, prerequisite tests, and hypothesis testing. The results showed that consumer satisfaction is influenced by emotional experience, E-Wom is influenced by emotional experience, reputation is not influenced by emotional experience, loyalty is not influenced by customer satisfaction, E-Wom is influenced by customer satisfaction, reputation is influenced by consumer satisfaction, Loyalty is influenced by Reputation, Reputation is influenced by E-Wom, and Loyalty is also influenced by E-Wom.

scholarly journals The Effect of Brand Equity and Electronic Word of Mouth (E - WOM) on Customer Satisfaction and Loyalty in E-commerce Marketplace

2021 ◽  
Vol 8 (4) ◽  
pp. 308-315
Author(s):  
Adhy Arya Hendrata ◽  
Netti Tinaprilla ◽  
Arief Safari
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Total Sample ◽  
Positive Influence ◽  
Electronic Word Of Mouth ◽  
Positive Effect

E-commerce in Indonesia is currently developing rapidly in line with the era of globalization. Brand equity and electronic word of mouth is one aspect that e-commerce really cares about. Tokopedia, Shopee, Lazada and Bukalapak are competing fiercely to maintain their competitive advantage by creating good brand equity. Therefore, it is interesting to learn about brand equity in building customer satisfaction and customer loyalty. The aim of this study is (1) Analyzing brand equity in the e-commerce marketplace, (2) Calculating the level of overall consumer satisfaction and loyalty to the four e-commerce marketplaces,(3) Identifying the elements of brand equity and electronic word of mouth that affect brand satisfaction and loyalty to the four e-commerce marketplace companies. The sampling technique in research uses non-probability sampling method with convenience sampling technique. This study used a total sample of 100 people service users of the e-commerce marketplace companies Tokopedia, Shopee, Lazada, and Bukalapak. Processed using SEM-PLS. Based on the research results, the elements of brand equity and electronic word of mouth have a positive influence on consumer satisfaction. In the Tokopedia and Shopee brands, there is one element of brand equity that has no effect, namely brand association and brand awareness. Lazada, one element that affects satisfaction, Bukalapak has a positive effect on satisfaction, namely electronic word of mouth. Consumer satisfaction has a significant positive effect on consumer loyalty. Keywords: E-Wom, Brand Equity, Customer Loyalty, Customer Satisfaction, SEM-PLS.

The Study of Customer Satisfaction of Shopee Customers In Malaysia

2021 ◽  
Vol 1 (2) ◽  
pp. 30-44
Author(s):  
Kah Boon Lim ◽  
Yeo Sook Fern ◽  
Hardave Singh Kler A/l Bhajan Singh
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Website Quality

The main objective of this study is to investigate the factors affect customer satisfaction level among Shopee customers in Malaysia. A set of self-administered questionnaires has been distributed to 200 targeted Shopee users in three states of Malaysia which are Johor, Melaka and Selangor. The five independent variables, which are price, trust, electronic word of mouth, website quality and security have been tested on their relationship towards the dependent variable, which is consumer satisfaction towards online shopping platform, Shopee in Malaysia. The collected data were keyed into SPSS version 25 and followed by using Partial Least Square Structural Equation Modeling (PLS-SEM 3.2.8) to assess the hypothesis. The result of this research given the feedbacks where trust, electronic word of mouth and website quality have significant effect towards consumers satisfaction on Shopee in Malaysia. However, price and security does not show a significant relationship with Shopee’s consumer satisfaction. In conclusion, this study helps to better understand the consumer satisfaction of Shopee’s online shopping services in Malaysia.

scholarly journals Pengaruh electronic word of mouth dan food quality terhadap keputusan pembelian

2019 ◽  
Vol 19 (1) ◽  
pp. 73-80
Author(s):  
Sri Wiludjeng Sunu Purwaningdyah
Keyword(s):  
Food Quality ◽  
Quantitative Methods ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Manufacturing Sector ◽  
Sampling Technique ◽  
Electronic Word Of Mouth ◽  
Purchasing Decisions ◽  
Rapid Economic Growth

The development of information technology nowadays impact on rapid economic growth. It makes entrepreneurs have to upgrade their businesses thus they can compete both nationally and internationally. This condition also encourages entrepreneurs both in the manufacturing sector and especially culinary services to be able to capture a wider market share. One marketing strategy that can be used to reach consumers more broadly is through electronic word of mouth (e-WOM), to convey or inform, offer, and remind about its products. No less important is the attention of culinary entrepreneurs to pay attention to the quality of their products (food quality). The aim of this study is to find out how e-WOM and food quality capabilities influence consumer purchasing decisions at Mie Merapi in Bandung. The research method used is descriptive and quantitative methods. While the sampling method with accidental random sampling technique. The analytical tool used is multiple regression. The results showed thate-WOM was able to positively influence consumer purchasing decisions but was not significant, because e-WOM conducted by Mie Merapi was less attractive, because culinary noodles were an ordinary culinary.Food quality able to provide a positive significant influence on consumer purchasing decisions at Mie Merapi in Bandung, because consumers are more convinced about the product needed is quality. This research suggests Mie Merapi to inform and offer products through consumers testimonials that have made direct purchases, because user reference is a valuable experience and as a consideration in purchasing products. In order for this user reference to be disseminated more widely, it can be used to invite meals directly to the place by giving gifts. For example, free noodle for first five customers.

scholarly journals PENGARUH HARGA, KUALITAS PRODUK DAN WORD OF MOUTH TERHADAP KEPUASAN KONSUMEN SERTA IMPLIKASINYA PADA KEPUTUSAN PEMBELIAN SMARTPHONE XIAOMI

2019 ◽  
Vol 2 (2) ◽  
pp. 34-44
Author(s):  
Kuni Maghfiroh
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Purchase Decision ◽  
Purchasing Decisions ◽  
Purposive Sampling

This study aims to analyze the effect of price, product quality, and word of mouth on consumer satisfaction and its impulse on the decision of purchasing a Xiaomi smartphone at. Data collection using questioners. The sample consisted of 160 respondents taken by purposive sampling method. The results of this test indicate that  price has a negative and not significant effect on customer satisfaction,  product quality has a positive and significant effect on customer satisfaction, word of mouth has a positive and significant effect on customer satisfaction, the price has a negative and not significant effect on the purchase decision, product quality has a positive and significant effect on purchasing decisions,  word of mouth has a negative and not significant effect on purchasing decisions,  customer satisfaction has a positive and significant effect on purchasing decisions. The most dominant variable or one that has the most influence is consumer satisfaction and product quality.

PENGARUH KUALITAS LAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN PT. RAHMAN WISATA MANDIRI JAKARTA

2017 ◽  
Vol 5 (2) ◽  
Author(s):  
Iwan Kurniawan Subagja, SE., MM. ◽  
Annes Ayunda Putri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Technique ◽  
Air Transportation ◽  
Transportation Services ◽  
The Public ◽  
Transportation Modes ◽  
Sea Transportation ◽  
Saturated Sample

Nowadays, the increasing need for transportation services has become a basic and major requirement. One of the causes of the increasing need for transportation is the interest to carry out various activities quickly and appropriately. This condition can be seen from the government's support for equitable regional economic growth by opening all access using various transportation modes created. However, in utilizing all these facilities, the public or users of transportation services often have limitations in ordering for various things. Then arose several companies managing transportation services with various facilities either through the services of land transportation, sea transportation, and air transportation services. In an effort to serve the needs of these service users, companies use a variety of media and infrastructure that in turn aims to maximize service and win the competition. This study aims to analyze the effect of service quality and product quality on customer satisfaction PT. Rahman Wisata Mandiri Jakarta simultaneously or partially. The number of samples was 42 respondents. The sampling technique in this research is by using saturation sampling technique. The saturated sample is a sample determination technique when all members of the population are used as a sample. The results showed that there is both partial and simultaneous effect of service quality and product quality on customer satisfaction of PT. Rahman Wisata Mandiri Jakarta.

scholarly journals Kepuasan Konsumen Sunyi House of Coffee and Hope

2020 ◽  
Vol 8 (3) ◽  
pp. 249-260
Author(s):  
Berliana Adinda Lorenssa ◽  
Miguna Astuti ◽  
Renny Husniati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Descriptive Data ◽  
Coffee Shop ◽  
Analysis Techniques ◽  
Employees With Disabilities ◽  
Quantitative Descriptive ◽  
Very High

In this research there is a quantitative descriptive methods were used with respondents, namely consumers of Sunyi House of Coffee and Hope. This coffee shop has employees with disabilities. In this research aims to determine the condition of consumer satisfaction Sunyi House of Coffee and Hope is influenced by the service quality, location and facilities. The population in this study are customers of Sunyi House of Coffee and Hope. Samples taken as many as 100 respondents by random sampling method. Data collection was done through the distribution of questionnaires with descriptive data analysis techniques. The results of the study stated that 1). Has led to customer satisfaction Sunyi House of Coffee and Hope, 2). Service quality has been done well, 3). The location offered received very high attention, 4). The facilities provided are quite good. Keywords : Service Quality, Location, Facilities, Customer Satisfaction, Coffee Shop

scholarly journals PENGARUH KEPUASAN KONSUMEN DAN KEPERCAYAAN MEREK PADA NIAT BERKUNJUNG KEMBALI HOTEL DI YOGYAKARTA

2016 ◽  
Vol 5 (1) ◽  
Author(s):  
RR. Siti Muslikhah ◽  
Yuni Astuti ◽  
Mahyuddin Mahyuddin
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Hierarchical Regression ◽  
Brand Trust ◽  
Validity Testing ◽  
Revisit Intention ◽  
Confirmatory Factor

This study aimed to examine the effect of customer satisfaction on revisit intention hotel in Yogyakarta, either directly or through the mediation of brand trust. Respondents in this study is that stayed in one-star hotels in Yogyakarta. To test the hypothesis quantitatively, the data obtained through a survey of 106 respondents. Sampling method nonprobability sampling with purposive sampling method. Validity testing performed by Confirmatory Factor Analysis (CFA) while reliability testing performed by the item to total correlation and Cronbach's alpha. Meanwhile, to test the effect among variables used hierarchical regression analysis and analysis of mediation Baron and Kenny (1986). Results from this study is that customer satisfaction significant effect on brand trust, brand trust a significant effect on revisit intention. This study also proved that customer satisfaction significant influence on purchase intention of re-either directly or indirectly, that is mediated confidence in the brand. The role of mediation is partially. Keywords: consumer satisfaction, brand trust, repurchase/revisit intention, mediation.

scholarly journals PENGARUH THE PUBLIC GOOD DAN KNOWLEDGE SELF-EFFICACY TERHADAP NIAT KONSUMEN MELAKUKAN ELECTRONIC WORD OF MOUTH (E-WOM) (Studi pada Pengguna Kaskus di Indonesia)

2019 ◽  
Vol 3 (1) ◽  
pp. 16-28
Author(s):  
Nurul Hafizah ◽  
Maya Ariyanti
Keyword(s):  
Public Good ◽  
Self Efficacy ◽  
Word Of Mouth ◽  
Partial Least Square ◽  
Least Square ◽  
Electronic Word Of Mouth ◽  
Discussion Forums ◽  
The Public

Kemajuan jaringan internet WWW mampu memberikan pilihan informasi mengenai suatu produk, memungkinkan adanya sebuah komunikasi word-of-mouth yang tidak hanya menjadi sebuah bentuk komunikasi person-to-person namun juga memberikan kesempatan untuk merambat secara mendunia melalui media online yang biasa dikenal dengan Electronic Word of Mouth (e-WOM). Komunikasi e-WOM dapat dilakukan melalui online opinion platforms atau discussion forums, salah satunya adalah Kaskus. Dalam tulisan ini, penulis fokus pada faktor-faktor yang mempengaruhi niat konsumen melakukan e-WOM di Kaskus. Penulis mengidentifikasi motif utama dari niat eWOM konsumen yaitu Egoisme (reputasi dan timbal balik), Collectivism (rasa memiliki), Altruism (kenikmatan membantu), Prinsiplism (prinsip moral) dan Knowledge Self-Efficacy. Penulis menguji model penelitian dengan sampel 100 pengguna/member Kaskus di Indonesia. Dalam penelitian ini analisis data menggunakan pendekatan Partial Least Square (PLS) dengan menggunakan software Smart PLS 3 for windows. Hasil dari penelitian ini menunjukkan 27.9% varians dengan kenikmatan membantu, rasa memiliki dan reputasi berhubungan positif dengan niat konsumen melakukan e-WOM.

scholarly journals The Impact of Diurnal Preferences on Customer Satisfaction, Word of Mouth and Repurchasing: A Study in Indian College Online Shoppers

2020 ◽  
Vol 16 (1) ◽  
pp. 21-30 ◽  
Author(s):  
Larry Sau Kei Leung
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Online Shopping ◽  
Snowball Sampling ◽  
Online Retail ◽  
Online Shoppers ◽  
Managerial Implications ◽  
Positive Word Of Mouth ◽  
The Impact

The importance of positive word of mouth (WOM) and repurchasing in competitive online retail environments demands their further study. Although customer satisfaction has been found to drive positive WOM and repurchasing, limited research has explored what type of customers feel more satisfied with online shopping. It was anticipated that the convenient nature of online shopping would better match the conscientious personality traits of customers with earlier sleep and wake times. Data collected from 334 Indian college students participating in this study using a snowball sampling method were analysed by multiple regression. As hypothesised, based on self-congruency theory, customers with earlier sleep and wake times were found to feel more satisfied with online shopping, which in turn enhanced their positive WOM and increased repurchase intention. Theoretical and managerial implications are discussed.

scholarly journals Bahasa Indonesia

2018 ◽  
Vol 7 (5) ◽  
pp. 2823
Author(s):  
Ni Kadek Sri Yunia Wahyuni ◽  
Ni Wayan Ekawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Business Growth ◽  
Good Service ◽  
Analysis Techniques ◽  
The Relationship ◽  
Bahasa Indonesia

Along with the growing business growth in shipping services, it creates intense competition, so in order to survive and win the company customers are required to optimize the quality of service and satisfy its customers. Therefore this study aims to determine the effect of service quality on word of mouth mediated by customer satisfaction variables. Population in this research is society which have used service delivery of TIKI. This research was conducted in Denpasar with sample of 110 respondents. Data analysis techniques used consist of path analysis and Sobel Test. The results showed that service quality and customer satisfaction had positive and significant effect on word of mouth. Customer satisfaction is significantly able to mediate the relationship between service quality to word of mouth. This result confirms that good service quality can increase consumer satisfaction of a service with so satisfied consumer will influence other consumer through word of mouth.

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