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All Journal Sketsa Bisnis JKIE (Journal Knowledge Industrial Engineering) PROFICIO: Jurnal Pengabdian Masyarakat Jurnal Ekonomi Bisnis dan Akuntansi MES Management Journal Journal of Social And Economics Research Neraca Manajemen, Akuntansi, dan Ekonomi journal of social and economic research
Amma Fazizah
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Religion Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mechanical Engineering Social Sciences Other

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ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI POSITIF WORD OF MOUTH (STUDI PADA KONSUMEN PT. ASIASURYA JAYARAYA IV PURWOSARI PASURUAN) Amma Fazizah; Merry Tri Utami
Journal Knowledge Industrial Engineering (JKIE) Vol 7 No 2 (2020): JKIE (Journal Knowledge Industrial Engineering)
Publisher : Department of Industrial Engineering - Universitas Yudharta Pasuruan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35891/jkie.v7i2.2291

Abstract

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.
Co-Authors Achmad Sandy Firmansyah Alfiatur Rohmania Anisa Wulandari Antin Rakhmawati Any Urwatul Wusko Dewi Nikmatul Husnah Eko Agus Alfianto Merry Tri Utami Muchammad Ghufron Nur Afifa Agustin Nur Faizatun Nufus Mashfiatul Kamalia Nurul Mufida