PENGARUH KEPERCAYAAN DAN NILAI PELANGGAN TERHADAP WORD OF MOUTH DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Pelanggan IndiHome di Semarang)
Daftar Isi:
- Increasingly tight competition in the company especially engaged in telecommunication services today, demanding the company to always prioritize customer satisfaction in order to survive, compete, and dominate the market that will produce word of mouth. Therefore a company needs to increase customer trust and value. This study aims to determine and analyze the influence of trust, customer value and customer satisfaction with Word of Mouth. The population in this study is all IndiHome customers in Semarang where the amount of 170,000 subscribers (Data per December 2017). The number of samples used in this study as many as 100 respondents. The sampling technique is purposive sampling. Analyzer used multiple regression and hypothesis testing. Based on the results of data analysis can be concluded; (2) There is a significant influence between customer value to IndiHome customer satisfaction in Semarang, (3) There is a significant influence between the belief in Word of Mouth IndiHome in Semarang, (4) There is a significant influence between customer value to Word of Mouth IndiHome in Semarang, (5) There is significant influence between customer satisfaction to Word of Mouth IndiHome in Semarang. Keywords: Trust, Customer Value, Customer Satisfaction, Word of Mouth