Prediksi E-Service Quality dan Trust Terhadap Kepuasan Pengguna: Word of Mouth Sebagai Variabel Mediasi

Suherli, Wendy Olivia and Keni, Keni Prediksi E-Service Quality dan Trust Terhadap Kepuasan Pengguna: Word of Mouth Sebagai Variabel Mediasi. Prediksi E-Service Quality dan Trust Terhadap Kepuasan Pengguna: Word of Mouth Sebagai Variabel Mediasi.

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Abstract

The purpose of this research is to examine whether 1) e-service quality and
trust can predict consumer satisfaction, 2) e-service quality and trust can predict word of
mouth, 3) word of mouth can predict consumer satisfaction and 4) word of mouth can
mediate e-service quality and trust on consumer satisfaction. The samples are 155
respondents by online questionnaires with the nonprobability sampling technique with
purposive sampling. Data processing techniques using structural equation modeling what
using by SmartPLS.3.0. Overall, the result of this study are 1) e-service quality and trust
can positively predict consumer satisfaction, 2) e-service quality and trust can positively
predict word of mouth, 3) word of mouth can positively predict consumer satisfaction and
4) word of mouth can mediate the positive prediction of e-service quality and trust on
consumer satisfaction.

Item Type:	Article
Subjects:	Penelitian > Fakultas Ekonomi
Divisions:	Fakultas Ekonomi > Manajemen
Depositing User:	Puskom untar untar
Date Deposited:	16 Dec 2020 17:13
Last Modified:	16 Dec 2020 17:13
URI:	https://repotest.untar.ac.id/id/eprint/13495

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