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All Journal Journal of Entrepreneurship, Management and Industry (JEMI)
Kartika, Yani
Universitas Bakrie
Economics, Econometrics & Finance

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MEMBANGUN POSITIVE E-WOM MELALUI E-SERVICE QUALITY, KEPERCAYAAN DAN KEPUASAN Kartika, Yani; Shihab, Muchsin Saggaff
Journal of Entrepreneurship, Management and Industry (JEMI) Vol 2, No 4 (2019): Oktober - Desember 2019
Publisher : Program Studi Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36782/jemi.v2i4.1942

Abstract

The purpose of this study is to analyse antecedents of positive electronic word-of-mouth (e-WOM). Data were collected using a set of questionnaire distributed to the target respondents of Lazada Indonesia, an e-commerce company in the country. The online questionnaire is of screening questions, the socio-demographic items and the items of constructs. Using a purposive sampling technique, a total of 200 respondents were obtained. Findings show that e-service quality, customer satisfaction and trust are the boosters of positive e-WOM. This examination is hoped to give empiric understanding to the marketers to create positive e-WOM.
Co-Authors Muchsin Saggaff Shihab