PENGARUH E-SERVICE QUALITY, KESADARAN MEREK, KEPERCAYAAN, WORD OF MOUTH, DAN KEPUASAN TERHADAP LOYALITAS PELANGGAN
This study aims to analyze e-service quality, brand awareness, trust, word of mouth, and satisfaction with customer loyalty at TikTok shops (study on TikTok shop customers). Data were collected through a survey with 151 respondents. The study used primary data obtained from the distribution of onli...
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| Format: | Article |
| Language: | English |
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Institut Teknologi dan Bisnis Asia Malang
2022-08-01
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| Series: | Jurnal Ilmiah Bisnis dan Ekonomi Asia |
| Subjects: | |
| Online Access: | https://jurnal.stie.asia.ac.id/index.php/jibeka/article/view/471 |
| _version_ | 1797773326329839616 |
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| author | Werner Ria Murhadi Eva Cahaya Reski |
| author_facet | Werner Ria Murhadi Eva Cahaya Reski |
| author_sort | Werner Ria Murhadi |
| collection | DOAJ |
| description |
This study aims to analyze e-service quality, brand awareness, trust, word of mouth, and satisfaction with customer loyalty at TikTok shops (study on TikTok shop customers). Data were collected through a survey with 151 respondents. The study used primary data obtained from the distribution of online questionnaires. The respondents are Indonesian people who have made purchases on the TikTok Shop application. Non-probability sampling was used for sampling. This research uses a structural equation modeling approach. In this study, it was found that there is a positive influence between E-service Quality and customer trust. The study also found that E-service Quality had a positive effect on customer satisfaction and a positive effect on Brand Awareness on customer trust. Other findings are that there is a positive influence on Brand Awareness on customer satisfaction, and the results also found a positive influence on customer satisfaction on customer loyalty. Meanwhile, Word of Mouth's effect on customer trust was not found, and there was no significant effect between customer trust and customer loyalty.
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| first_indexed | 2024-03-12T22:04:48Z |
| format | Article |
| id | doaj.art-1d71d43e265b444b9de613f86c237bd2 |
| institution | Directory Open Access Journal |
| issn | 0126-1258 2620-875X |
| language | English |
| last_indexed | 2024-03-12T22:04:48Z |
| publishDate | 2022-08-01 |
| publisher | Institut Teknologi dan Bisnis Asia Malang |
| record_format | Article |
| series | Jurnal Ilmiah Bisnis dan Ekonomi Asia |
| spelling | doaj.art-1d71d43e265b444b9de613f86c237bd22023-07-24T21:46:48ZengInstitut Teknologi dan Bisnis Asia MalangJurnal Ilmiah Bisnis dan Ekonomi Asia0126-12582620-875X2022-08-0116210.32815/jibeka.v16i2.471471PENGARUH E-SERVICE QUALITY, KESADARAN MEREK, KEPERCAYAAN, WORD OF MOUTH, DAN KEPUASAN TERHADAP LOYALITAS PELANGGANWerner Ria Murhadi0Eva Cahaya Reski1Universitas Surabaya, IndonesiaUniversitas Surabaya, Indonesia This study aims to analyze e-service quality, brand awareness, trust, word of mouth, and satisfaction with customer loyalty at TikTok shops (study on TikTok shop customers). Data were collected through a survey with 151 respondents. The study used primary data obtained from the distribution of online questionnaires. The respondents are Indonesian people who have made purchases on the TikTok Shop application. Non-probability sampling was used for sampling. This research uses a structural equation modeling approach. In this study, it was found that there is a positive influence between E-service Quality and customer trust. The study also found that E-service Quality had a positive effect on customer satisfaction and a positive effect on Brand Awareness on customer trust. Other findings are that there is a positive influence on Brand Awareness on customer satisfaction, and the results also found a positive influence on customer satisfaction on customer loyalty. Meanwhile, Word of Mouth's effect on customer trust was not found, and there was no significant effect between customer trust and customer loyalty. https://jurnal.stie.asia.ac.id/index.php/jibeka/article/view/471E-Service QualityBrand AwarenessTrustWord Of MouthCustomer Satisfaction |
| spellingShingle | Werner Ria Murhadi Eva Cahaya Reski PENGARUH E-SERVICE QUALITY, KESADARAN MEREK, KEPERCAYAAN, WORD OF MOUTH, DAN KEPUASAN TERHADAP LOYALITAS PELANGGAN Jurnal Ilmiah Bisnis dan Ekonomi Asia E-Service Quality Brand Awareness Trust Word Of Mouth Customer Satisfaction |
| title | PENGARUH E-SERVICE QUALITY, KESADARAN MEREK, KEPERCAYAAN, WORD OF MOUTH, DAN KEPUASAN TERHADAP LOYALITAS PELANGGAN |
| title_full | PENGARUH E-SERVICE QUALITY, KESADARAN MEREK, KEPERCAYAAN, WORD OF MOUTH, DAN KEPUASAN TERHADAP LOYALITAS PELANGGAN |
| title_fullStr | PENGARUH E-SERVICE QUALITY, KESADARAN MEREK, KEPERCAYAAN, WORD OF MOUTH, DAN KEPUASAN TERHADAP LOYALITAS PELANGGAN |
| title_full_unstemmed | PENGARUH E-SERVICE QUALITY, KESADARAN MEREK, KEPERCAYAAN, WORD OF MOUTH, DAN KEPUASAN TERHADAP LOYALITAS PELANGGAN |
| title_short | PENGARUH E-SERVICE QUALITY, KESADARAN MEREK, KEPERCAYAAN, WORD OF MOUTH, DAN KEPUASAN TERHADAP LOYALITAS PELANGGAN |
| title_sort | pengaruh e service quality kesadaran merek kepercayaan word of mouth dan kepuasan terhadap loyalitas pelanggan |
| topic | E-Service Quality Brand Awareness Trust Word Of Mouth Customer Satisfaction |
| url | https://jurnal.stie.asia.ac.id/index.php/jibeka/article/view/471 |
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