Prediksi E-Service Quality dan Trust Terhadap Kepuasan Pengguna: Word of Mouth Sebagai Variabel Mediasi
| Main Authors: | Suherli, Wendy Olivia, Keni, Keni |
|---|---|
| Format: | Article PeerReviewed Book |
| Bahasa: | eng |
| Subjects: | |
| Online Access: |
http://repository.untar.ac.id/13495/1/buktipenelitian_10199028_5A163145.pdf http://repository.untar.ac.id/13495/ |
Daftar Isi:
- 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.