THE EFFECT OF POSITIVE EMOTIONAL EXPERIENCE OF E-WOM ON CUSTOMER SATISFACTION, BRAND REPUTATION AND CUSTOMER LOYALTY OF KOPI JANJI JIWA
This research aimed to examine the influence of positive emotional experiences in electronic word of mouth on consumer satisfaction, brand reputation and consumer loyalty of Kopi Janji Jiwa. The object of this research is Kopi Janji Jiwa consumer loyalty. Respondents in the research were 266 people...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
iVolga Press
2023-10-01
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| Series: | Russian Journal of Agricultural and Socio-Economic Sciences |
| Subjects: | |
| Online Access: | http://rjoas.com/issue-2023-10/article_05.pdf |
| _version_ | 1827392381851271168 |
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| author | Ambalika N.K.A.D. Junaedi S. |
| author_facet | Ambalika N.K.A.D. Junaedi S. |
| author_sort | Ambalika N.K.A.D. |
| collection | DOAJ |
| description | This research aimed to examine the influence of positive emotional experiences in electronic word of mouth on consumer satisfaction, brand reputation and consumer loyalty of Kopi Janji Jiwa. The object of this research is Kopi Janji Jiwa consumer loyalty. Respondents in the research were 266 people who knew about and had purchased Janji Jiwa Coffee. Sampling was carried out using a purposive sampling technique and data collection using a 5-point Likert scale. Data analysis was carried out using the Structural Equation Modeling (SEM) method with SmartPLS software version 3.3.2 and SPSS version 26. The results of this research show that consumer satisfaction, electronic word of mouth and brand reputation positively influence Kopi Janji Jiwa consumer loyalty. The variables of positive emotional experience, electronic word of mouth and consumer satisfaction influence brand reputation positively. Positive emotional experiences influence consumer satisfaction and electronic word of mouth positively. Meanwhile, the consumer satisfaction variable does not influence the electronic word of mouth of Kopi Janji Jiwa. The mediation results showed that consumer satisfaction, electronic word of mouth and brand reputation mediate the relationship between positive emotional experiences and Kopi Janji Jiwa consumer loyalty. |
| first_indexed | 2024-03-08T17:30:29Z |
| format | Article |
| id | doaj.art-357a6686cab7434e99ad335ac2d559c7 |
| institution | Directory Open Access Journal |
| issn | 2226-1184 |
| language | English |
| last_indexed | 2024-03-08T17:30:29Z |
| publishDate | 2023-10-01 |
| publisher | iVolga Press |
| record_format | Article |
| series | Russian Journal of Agricultural and Socio-Economic Sciences |
| spelling | doaj.art-357a6686cab7434e99ad335ac2d559c72024-01-02T15:19:51ZengiVolga PressRussian Journal of Agricultural and Socio-Economic Sciences2226-11842023-10-0114210384610.18551/rjoas.2023-10.05THE EFFECT OF POSITIVE EMOTIONAL EXPERIENCE OF E-WOM ON CUSTOMER SATISFACTION, BRAND REPUTATION AND CUSTOMER LOYALTY OF KOPI JANJI JIWAAmbalika N.K.A.D.0Junaedi S.1Faculty of Business and Economics, University of Atma Jaya YogyakartaFaculty of Business and Economics, University of Atma Jaya YogyakartaThis research aimed to examine the influence of positive emotional experiences in electronic word of mouth on consumer satisfaction, brand reputation and consumer loyalty of Kopi Janji Jiwa. The object of this research is Kopi Janji Jiwa consumer loyalty. Respondents in the research were 266 people who knew about and had purchased Janji Jiwa Coffee. Sampling was carried out using a purposive sampling technique and data collection using a 5-point Likert scale. Data analysis was carried out using the Structural Equation Modeling (SEM) method with SmartPLS software version 3.3.2 and SPSS version 26. The results of this research show that consumer satisfaction, electronic word of mouth and brand reputation positively influence Kopi Janji Jiwa consumer loyalty. The variables of positive emotional experience, electronic word of mouth and consumer satisfaction influence brand reputation positively. Positive emotional experiences influence consumer satisfaction and electronic word of mouth positively. Meanwhile, the consumer satisfaction variable does not influence the electronic word of mouth of Kopi Janji Jiwa. The mediation results showed that consumer satisfaction, electronic word of mouth and brand reputation mediate the relationship between positive emotional experiences and Kopi Janji Jiwa consumer loyalty.http://rjoas.com/issue-2023-10/article_05.pdfpositive emotional experienceelectronic word of mouthconsumer satisfactionbrand reputationconsumer loyalty |
| spellingShingle | Ambalika N.K.A.D. Junaedi S. THE EFFECT OF POSITIVE EMOTIONAL EXPERIENCE OF E-WOM ON CUSTOMER SATISFACTION, BRAND REPUTATION AND CUSTOMER LOYALTY OF KOPI JANJI JIWA Russian Journal of Agricultural and Socio-Economic Sciences positive emotional experience electronic word of mouth consumer satisfaction brand reputation consumer loyalty |
| title | THE EFFECT OF POSITIVE EMOTIONAL EXPERIENCE OF E-WOM ON CUSTOMER SATISFACTION, BRAND REPUTATION AND CUSTOMER LOYALTY OF KOPI JANJI JIWA |
| title_full | THE EFFECT OF POSITIVE EMOTIONAL EXPERIENCE OF E-WOM ON CUSTOMER SATISFACTION, BRAND REPUTATION AND CUSTOMER LOYALTY OF KOPI JANJI JIWA |
| title_fullStr | THE EFFECT OF POSITIVE EMOTIONAL EXPERIENCE OF E-WOM ON CUSTOMER SATISFACTION, BRAND REPUTATION AND CUSTOMER LOYALTY OF KOPI JANJI JIWA |
| title_full_unstemmed | THE EFFECT OF POSITIVE EMOTIONAL EXPERIENCE OF E-WOM ON CUSTOMER SATISFACTION, BRAND REPUTATION AND CUSTOMER LOYALTY OF KOPI JANJI JIWA |
| title_short | THE EFFECT OF POSITIVE EMOTIONAL EXPERIENCE OF E-WOM ON CUSTOMER SATISFACTION, BRAND REPUTATION AND CUSTOMER LOYALTY OF KOPI JANJI JIWA |
| title_sort | effect of positive emotional experience of e wom on customer satisfaction brand reputation and customer loyalty of kopi janji jiwa |
| topic | positive emotional experience electronic word of mouth consumer satisfaction brand reputation consumer loyalty |
| url | http://rjoas.com/issue-2023-10/article_05.pdf |
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