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All Journal Journal of Economic, Bussines and Accounting (COSTING) West Science Business and Management
Jason Keith Bonaga
Universitas of Nueva Caceres
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Journal : West Science Business and Management

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Students' Word of Mouth Electronic Conversation Formation Model Through Online Service Quality and Students' Online Satisfaction Salamatun Asakdiyah; Deny Ismanto; Jason Keith Bonaga
West Science Business and Management Vol. 1 No. 05 (2023): West Science Business and Management
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsbm.v1i05.416

Abstract

This study seeks to investigate the impact of E-Service Quality, E-Satisfaction, and the interaction between E-Service Quality and E-Satisfaction on the formation of E-Student Word of Mouth within the Management Study Program at the Faculty of Economics and Business, Ahmad Dahlan University in Yogyakarta. The sample selection involved a combination of convenience sampling and purposive sampling methods. Data collection was accomplished by distributing questionnaires to respondents, addressing aspects of E-Service Quality, E-Satisfaction, and E-WOM. Moderator Regression Analysis (MRA) was employed as the analytical tool. Additionally, T-tests and F-tests were utilized to examine the hypotheses put forth. The results of the partial regression coefficient test using the T-test indicate that both E-Service Quality and E-Satisfaction, as well as their interaction, have a significant influence on E-Student Word of Mouth. Furthermore, the regression coefficient analysis through the F-test demonstrates that the variables E-Service Quality, E-Satisfaction, and their interaction also collectively contribute to the influence on E-WOM. These variables - E-Service Quality, E-Satisfaction, and their interaction - can explain up to 85% of the variance in E-WOM, with the remaining 15% attributed to other variables not included in the research model.
Co-Authors Deny Ismanto Indro Prastowo Salamatun Asakdiyah Salamatun Asakdiyah