JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS
Vol 6 No 1 (2021): Jurnal NUSAMBA

Peranan Customer Satisfaction dan Customer Commitment terhadap e-WOM dalam Pengguna Aplikasi Gopay di Yogyakarta

Valinda Carolina De Quelyu (Universitas Kristen Duta Wacana)
Singgih Santoso (Universitas Kristen Duta Wacana)

Article Info

Publish Date
04 Apr 2021

Abstract

Customer satisfaction that takes place consistently will make consumers have a commitment to a brand and can further encourage promotion through word of mouth activitie. The purpose of this study was to determine the effect of customer satisfaction on customer commitment, and the impact on consumer commitment to do e-wom activities. This research uses Gopay service as the research object and gender as the moderating variable. With the survey method on 377 respondents and the structural model testing hypotheses process, the results show that consumer satisfaction has a positive effect on consumer commitment, and consumer commitment has a positive effect on e-WOM activities; while gender is proven to moderate the relationship between these variables.

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Journal Info
JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS
Website

Abbrev

manajemen

Publisher

Universitas Nusantara PGRI Kediri

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Journal of Nusamba is a peer review journal published by Department of Management and the media for researchers and lecturers who will publish the results of their research. The aim of the Journal is to facilitate scientific publication of the results of researches in Indonesia and participate to ...