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PENGARUH KUALITAS PRODUK DAN KEPUASAN PELANGGAN TERHADAP ELECTRONIC WORD OF MOUTH (E-WOM) PADA FASHION ONLINE SHOP JOYISM DI INSTRAGRAM

Jurnal Ilmiah Riset Manajemen

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Title PENGARUH KUALITAS PRODUK DAN KEPUASAN PELANGGAN TERHADAP ELECTRONIC WORD OF MOUTH (E-WOM) PADA FASHION ONLINE SHOP JOYISM DI INSTRAGRAM
 
Creator Bahiroh, Lukluk’ Atul
Rachma, N
Hufron, M.
 
Description ABSTRACTThis study aims to determine the Effect of Product Quality and Customer Satisfaction on Electronic Word Of Mouth (E-Wom) on Joyism Fashion Online Shop in Instragram. The population in this study took from data obtained from Joyism Malang online shop customers in April-May. Sampling in this study was92 respondents. The analytical method used is purposive sampling technique. The results in this study indicate that product quality variables have a positive and significant effect on E-WOM (Electronic Word Of Mouth). It can be seen that the calculated value is 9,791 with a significant value of 0,000. Product quality variables have a positive and significant effect on customer satisfaction that the t- count value is 2.955 with a significant value of 0,000. Customer satisfaction variables have a positive and significant effect on E-WOM (Electronic Word Of Mouth) that the t-count value is 4.211 with a significant value of 0.000. Customer satisfaction  variable  (Z)  can  mediate  between  product  quality  variables  (X) against E-WOM (Y) showing the results of one-tailed probability or probability on product quality 0.00377462 <0.05.   Keyword: Product Quality, Electronic Word Of Mouth (E-WOM), CustomerSatisfaction
 
Publisher Jurnal Ilmiah Riset Manajemen
 
Contributor —
 
Date 2019-07-31
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://riset.unisma.ac.id/index.php/jrm/article/view/4438
 
Source Jurnal Ilmiah Riset Manajemen; eJrm Vol. 08 No. 14 Agustus 2019
 
Language eng
 
Relation http://riset.unisma.ac.id/index.php/jrm/article/view/4438/3971
 
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