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Pengaruh Excellent Service terhadap Word of Mouth dan Pembelian Berulang dengan Loyalitas Pelanggan sebagai Variabel Intervening pada Pelanggan UD. Sumbersewu Komputer Surabaya

EBIS: Jurnal Ekonomi dan Bisnis

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Title Pengaruh Excellent Service terhadap Word of Mouth dan Pembelian Berulang dengan Loyalitas Pelanggan sebagai Variabel Intervening pada Pelanggan UD. Sumbersewu Komputer Surabaya
 
Creator Ernawati, Ernawati
Zainuddin, M
 
Subject excellent service
customer loyalty
word of mouth
repeat purchase
 
Description The purpose of this study is to determine the influence of excellent service toward word of mouth and repeat purchase with customer loyalty as intervening variable. The type of research is quantitive research with descriptive approach. With the title “The Influence of Excellent Service toward Word of Mouth and Repeat Purchase with Customer Loyalty as Intervening Variable to Customers UD. Sumbersewu Computer Surabaya”. This study used a sample of 158 respondents, the sampling technique is by using sampling purposive technique. Sampling purposive technique is technique of determining the sample with certain considerations, certain considerations and objectives in the sampling of this study is customers who buy more than once. The research instrument is questionnaire and it is analyzed by Structural Equation Modeling (SEM) using AMOS 22. The result shows that, excellent service has positive and significant effect on customer loyalty, which means the first hypothesis is proven. Customer loyalty has positive and significant effect on word of mouth, which means the second hypothesis is proven. Customer loyalty has positive and significant effect on repeat purchase, which means the third hypothesis is proven. Excellent service has positive effect but not significant on repeat purchase, which means the fourth hypothesis is not proven. Excellent service has positive effect but not significant on word of mouth, which means the fifth hypothesis is not proven. Customer loyalty fully mediates the relationship between excellent service with word of mouth and repeat purchase.
 
Publisher Fakultas Ekonomi Universitas Sunan Giri Surabaya
 
Date 2021-01-29
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier https://journal.unsuri.ac.id/index.php/ebj/article/view/127
 
Source EBIS: Jurnal Ekonomi dan Bisnis; Vol. 11 No. 1 (2021): EBIS-Jurnal Ekonomi dan Bisnis (Januari 2021); 1-12
JURNAL EKONOMI BISNIS; Vol 11 No 1 (2021): EBIS-Jurnal Ekonomi dan Bisnis (Januari 2021); 1-12
2809-0713
2088-6152
 
Language eng
 
Relation https://journal.unsuri.ac.id/index.php/ebj/article/view/127/ernawati-zai-artikel
 
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