Pengaruh Brand Credibility, Customerâ€TMs Satisfaction dan Customerâ€TMs Loyalty pada Word of Mouth di Klinik Kecantikan The-Unnathi Pakubuwono Jakarta
| Main Authors: | Fitria, Abelina Dini, Bernarto, Innocentius |
|---|---|
| Format: | Article info Eksperimen; Kuantitatif application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Universitas Sam Ratulangi
, 2022
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| Subjects: | |
| Online Access: |
https://ejournal.unsrat.ac.id/v3/index.php/jab/article/view/39835 https://ejournal.unsrat.ac.id/v3/index.php/jab/article/view/39835/35848 |
Daftar Isi:
- The purpose of this study is to analyze: 1) Does Brand Credibility Affect Customerâ€TMs Satisfaction positively? 2) Does Brand Credibility Affect Customerâ€TMs Loyalty positively? 3) Does Customerâ€TMs Loyalty affect Word of Mouth (WOM) positively? 5) Does Customerâ€TMs Satisfaction affect Customerâ€TMs Loyalty positively? Questionnaire was used as data collection method to all the customerâ€TMs of The Unnathi Beauty Clinic, Pakubuwono Jakarta whether they came to the retail or did home treatment within the last 3 months. They all must be older than 17 years old. Convenience sampling was used as data gathering method. Partial Lease Square-Structural Equation Modeling (PLS-SEM) analysis was done using SmartPLS 3.0. Findings of this study shows that Brand Credibility positively affect Customerâ€TMs Satisfaction and Customerâ€TMs Loyalty. Customerâ€TMs Satisfaction and Customerâ€TMs Loyalty positively affect WOM. Customerâ€TMs Satisfaction positively affect Customerâ€TMs Loyalty.