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Ayu Qirana
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Economics, Econometrics & Finance Social Sciences

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Studi Empiris Mengenai Faktor-faktor yang Mempengaruhi Word-of-Mouth Pelanggan pada Restoran Ayam Lokal Risma Callista A; Ayu Qirana; Farastia Salsabilah; Herlisa Febriyanti; Usep Suhud
Jurnal Bisnis, Manajemen, dan Keuangan Vol 2 No 1 (2021): Jurnal Bisnis, Manajemen, dan Keuangan
Publisher : Fakultas Ekonomi Universitas Negeri Jakarta

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Abstract

Penelitian ini dilakukan untuk menguji faktor-faktor yang mempengaruhi word-of-mouth pada restoran ayam lokal. Ada lima variabel yang digunakan untuk mengukur, termasuk word-of-mouth, emotional attachment, brand relationship quality, overall satisfaction dan service recovery evalution. Pengumpulan data dilakukan bulan April-Mei 2020. Data dikumpulkan menggunakan kuesioner daring dan responden dipilih dengan menggunakan teknik random sampling. Total responden dalam penelitian ini adalah 250 yang terdiri dari 101 orang laki-laki dan 149 orang perempuan. Data diolah dengan menggunakan exploratory factor analysis dan structural equation model. Hasilnya, emotional attachment berpengaruh secara positif dan signifikan terhadap brand relationship quality, overall satisfaction berpengaruh secara positif dan signifikan terhadap service recovery evalution, emotional attachment tidak berpengaruh secara positif dan signifikan terhadap word-of-mouth, brand relationship quality tidak berpengaruh secara positif dan signifikan terhadap word-of-mouth, dan service recovery berpengaruh secara positif dan signifikan terhadap word-of-mouth.
Pengaruh Electronic Word-of-Mouth terhadap Niat Beli pada E-commerce dengan Kepercayaan sebagai Intervening Ayu Qirana; Ryna Parlyna; Basrah Saidani
Jurnal Bisnis, Manajemen, dan Keuangan Vol 2 No 2 (2021): Jurnal Bisnis, Manajemen, dan Keuangan
Publisher : Fakultas Ekonomi Universitas Negeri Jakarta

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This study was conducted to determine the effect of electronic word-of-mouth (eWOM) and trust on purchase intention at Shopee e-commerce. Data collection was carried out from January to July 2021 in the Greater Jakarta area. The data collection method used a survey method in the form of an online questionnaire with purposive sampling technique. The object of this research is the Greater Jakarta area society who have accessed Shopee e-commerce in the last six months. The total respondents in this study were 200 respondents consisting of 50 men and 150 women. Data analysis using SEM (Structural Equation Model) on IBM SPSS Statistics version 22 and AMOS version 21 software. The results show: electronic word-of-mouth has a positive and significant effect on trust, electronic word-of-mouth has a positive and significant effect on purchase intention, trust has a positive and significant effect on purchase intention, and electronic word-of-mouth has a positive and significant effect on purchase intention with trust as an intervening.
Co-Authors Basrah Saidani Farastia Salsabilah Herlisa Febriyanti Risma Callista A Ryna Parlyna Usep Suhud