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Lukluk’ Atul Bahiroh
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Economics, Econometrics & Finance

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PENGARUH KUALITAS PRODUK DAN KEPUASAN PELANGGAN TERHADAP ELECTRONIC WORD OF MOUTH (E-WOM) PADA FASHION ONLINE SHOP JOYISM DI INSTRAGRAM Lukluk’ Atul Bahiroh; N Rachma; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 08 No. 14 Agustus 2019
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract

ABSTRACTThis study aims to determine the Effect of Product Quality and Customer Satisfaction on Electronic Word Of Mouth (E-Wom) on Joyism Fashion Online Shop in Instragram. The population in this study took from data obtained from Joyism Malang online shop customers in April-May. Sampling in this study was92 respondents. The analytical method used is purposive sampling technique. The results in this study indicate that product quality variables have a positive and significant effect on E-WOM (Electronic Word Of Mouth). It can be seen that the calculated value is 9,791 with a significant value of 0,000. Product quality variables have a positive and significant effect on customer satisfaction that the t- count value is 2.955 with a significant value of 0,000. Customer satisfaction variables have a positive and significant effect on E-WOM (Electronic Word Of Mouth) that the t-count value is 4.211 with a significant value of 0.000. Customer satisfaction  variable  (Z)  can  mediate  between  product  quality  variables  (X) against E-WOM (Y) showing the results of one-tailed probability or probability on product quality 0.00377462 <0.05.   Keyword: Product Quality, Electronic Word Of Mouth (E-WOM), CustomerSatisfaction
PENGARUH KUALITAS PRODUK DAN KEPUASAN PELANGGAN TERHADAP ELECTRONIC WORD OF MOUTH (E-WOM) PADA FASHION ONLINE SHOP JOYISM DI INSTRAGRAM Lukluk’ Atul Bahiroh; N Rachma; M. Hufron
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 08 No. 10 Agustus2019
Publisher : UNIVERSITAS ISLAM MALANG

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (844.469 KB)

Abstract

ABSTRACT               This study aims to determine the Effect of Product Quality and Customer Satisfaction on Electronic Word Of Mouth (E-Wom) on Joyism Fashion Online Shop in Instragram. The population in this study took from data obtained from Joyism Malang online shop customers in April-May. Sampling in this study was 92 respondents. The analytical method used is purposive sampling technique. The results in this study indicate that product quality variables have a positive and significant effect on E-WOM (Electronic Word Of Mouth). It can be seen that the calculated value is 9,791 with a significant value of 0,000. Product quality variables have a positive and significant effect on customer satisfaction that the t-count value is 2.955 with a significant value of 0,000. Customer satisfaction variables have a positive and significant effect on E-WOM (Electronic Word Of Mouth) that the t-count value is 4.211 with a significant value of 0.000. Customer satisfaction variable (Z) can mediate between product quality variables (X) against E-WOM (Y) showing the results of one-tailed probability or probability on product quality 0.00377462 <0.05.  Keyword: Product Quality, Electronic Word Of Mouth (E-WOM), Customer Satisfaction 
Co-Authors M. Hufron N Rachma