ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI POSITIF WORD OF MOUTH (STUDI PADA KONSUMEN PT. ASIASURYA JAYARAYA IV PURWOSARI PASURUAN)

Journal Knowledge Industrial Engineering (JKIE)

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Title ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI POSITIF WORD OF MOUTH (STUDI PADA KONSUMEN PT. ASIASURYA JAYARAYA IV PURWOSARI PASURUAN)
 
Creator Amma Fazizah
Merry Tri Utami
 
Subject Customer Experience
Customer Satisfaction
Positive Word of Mouth
Product Quality
Service Quality
 
Description The purpose of this study is to explain and determine the effect of Service Quality, Product Quality, Customer Satisfaction and Customer Experience on Positive Words of Mouth, no matter what the effect of Service Quality, Product Quality, Customer Satisfaction and Customer Experience on Positive Word of Mouth and which ones dominant influence between Service Quality, Product Quality, Customer Satisfaction and Customer Experience to Positive Word of Mouth simultaneously and partially. The sample selection technique used purposive sampling and the respondents were determined by 296 people. The results showed that: 1) all variables had a positive effect on the independent variable except for customer satisfaction, 2) Service quality had an effect of 4.426%, product quality had an effect of 2.684%, customer experience had an effect of 4.875%. Customer satisfaction has no positive effect but is equal to -0.393%, 3) Customer experience is more dominant, because the significant value of customer experience is 0.000 less than 0.05 and the value of T count is 4.875 from T table 0.138. The next variable is the level of influence under the customer experience variable.
 
Publisher Department of Industrial Engineering - Universitas Yudharta Pasuruan
 
Date 2020-09-29
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
 
Format application/pdf
 
Identifier http://jurnal.yudharta.ac.id/v2/index.php/jkie/article/view/2291
10.35891/jkie.v7i2.2291
 
Source 2541-4461
2460-0113
 
Language eng
 
Relation http://jurnal.yudharta.ac.id/v2/index.php/jkie/article/view/2291/1681
 
Rights Copyright (c) 2020 Amma Fazizah, Merry Tri Utami
https://creativecommons.org/licenses/by-sa/4.0
 

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