Pengaruh Word Of Mouth dan Switching Cost Terhadap Keputusan Pembelian dan Loyalitas

Hatta, Iha Haryani; Setiarini, Setiarini

doi:10.30596/jimb.v19i1.1728

Cited by 6 publications

(8 citation statements)

References 1 publication

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“…Informasi positif yang disampaikan orang lain (Word of Mouth) akan membuat konsumen semakin yakin untuk tetap menggunakannya sehingga word of mouth berpengaruh terhadap loyalitas pelanggan (Hatta dan Setiarini, 2018;Yusfita dan Yulianto, 2018). Disisi lain, rekomendasi mulut ke mulut (Word of Mouth) penting untuk membangun kepercayaan merek (Hasan, 2013: 93).…”

Section: Pendahuluanunclassified

“…Hasil ini sesuai dengan penelitian sebelumnya yang menekankan jika Word of Mouth berpengaruh konkret terhadap kepercayaan merek (Oktiani, et al, 2018;Hasan, 2013: 93). Penelitian ini juga mendukung sebagian besar temuan penelitian yang pernah ada (Hatta dan Setiarini, 2018;Yusfita dan Yulianto, 2018) dan menggugurkan temuan yang lain (Utami, 2019).…”

Section: Pengaruh Word Of Mouth Terhadap Kepercayaan Merekunclassified

“…Oleh karena itu perlu pemilik produk menjaga integritas, dapat diandalkan, tidak mengecewakan konsumennya. (Hatta, 2018;Oliviana, 2017).…”

Section: Pengaruh Word Of Mouth Terhadap Kepercayaan Merekunclassified

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Pengaruh Word of Mouth dan Citra Merek Terhadap Loyalitas Pelanggan Smartphone Oppo Dimediasi Kepercayaan Merek

Huda¹,

Nugroho

2020

J. pengemb. n.a.

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Tujuan penelitian ini adalah untuk mengetahui pengaruh Word of Mouth dan citra merek terhadap loyalitas pelanggan smarthphone Oppo di Karawang melaui kepercayaan merek sebaga medisi. Populasi penelitian ini adalah pelanggan smarthphone Oppo di Karawang dan sampel yang diambil sebesar 102 orang. Metode analisis data penelitian ini adalah analisis jalur yang sebelumnya diuji dengan uji instrumen dan uji asumsi klasik. Hasil pengujian menunjukkan bahwa Word of Mouth dan citra merek berpengaruh terhadap loyalitas pelanggan smarthphone Oppo di Karawang baik secara langsung maupun tidak langsung.

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Section: Pendahuluanunclassified

Section: Pengaruh Word Of Mouth Terhadap Kepercayaan Merekunclassified

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Pengaruh Word of Mouth dan Citra Merek Terhadap Loyalitas Pelanggan Smartphone Oppo Dimediasi Kepercayaan Merek

Huda¹,

Nugroho

2020

J. pengemb. n.a.

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“…The desire to repeat purchases happen when the customer feels that their needs are met and even exceed expectations, and it led to continuous purchases even a loyal attitude. A previous study showed a positive relation between purchase decisions and loyalty (Hatta & Setiarini, 2018). A previous study showed an indirect influence of CRM on loyalty through purchase decisions (Diansyah & Putera, 2017;Kusumandayu, 2016).…”

Section: Decision To Stay On Loyaltymentioning

confidence: 91%

Customer Relationship Management and Brand Image’s Influence on Loyalty through Decision to Stay

Tuti¹,

Wicaksono²

2021

JBM UNMERMLG

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The study’s aim is analyzing the influence of management of customer relationship and brand image on loyalty by way of decision to stay. Population of this study was guests who stayed more than twice at Santika Taman Mini Hotel. The sampling technique uses purposive sampling to obtain 243 respondents. The method of data analysis is quantitative descriptive. The quantitative analysis is done by the use of SEM (Structural Equation Modeling). The results of this research indicate that customer relationship management has a significant which gives influence on stay decision , brand image has got influence which is significant on decision to stay, customer relationship management has a significant influence on loyalty, brand image has a significant influence on loyalty, decision to stayhas a significant on loyalty, customer relationship management has an influence that is indirect on loyalty through decision to stay, and brand image has an indirect influence on loyalty through decision to stay.

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“…Word of mouth adalah sebuah percakapan yang menghasilkan sebuah kegiatan pemasaran yang berlangsung secara informal dapat terjadi secara lisan maupun tertulis yang berdasar pada pengalaman atau saran pada sebuah produk agar dapat sesuai dengan ekspektasi yang diharapkan (Lay, 2019). Penelitian yang dilakukan Hatta & Setiarini (2018) menunjukkan variable word of mouth berpengaruh signifikan terhadap variable loyalitas.…”

Section: Pendahuluanunclassified

Loyalitas Customer Ditinjau dari Word of Mouth, Kualitas Produk dan Pelayanan Pada Da Astiti Dana di Mengwi Badung

Mariyatni

Setena

2022

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This study aims to analyze customer loyalty in terms of word of mouth, product quality, and service, at DA Astiti Dana in Mengwi Badung. In this study, a quantitative approach was used. The population in this study were all 55 customers or regular customers of DA Astiti Dana in Mengwi Badung. The sampling technique uses a saturated sample or census technique, where the entire population is used as a sample. Analysis of the data used is multiple linear regression analysis, where previously the classical assumption was tested. The results of the analysis show a positive direction between word of mouth, product quality, and service to customer loyalty. Thus, it can be stated that the level of customer loyalty is influenced jointly by word of mouth, product quality, and service. The F-test test is a multiple linear regression coefficient significance test that shows that there is a simultaneous significant effect between the word of mouth, product quality, and service on customer loyalty. The significance test using the t-test shows that there is a partially significant effect between word of mouth, product quality, and service on customer loyalty.

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Pengaruh Word Of Mouth dan Switching Cost Terhadap Keputusan Pembelian dan Loyalitas

Cited by 6 publications

References 1 publication

Pengaruh Word of Mouth dan Citra Merek Terhadap Loyalitas Pelanggan Smartphone Oppo Dimediasi Kepercayaan Merek

Pengaruh Word of Mouth dan Citra Merek Terhadap Loyalitas Pelanggan Smartphone Oppo Dimediasi Kepercayaan Merek

Customer Relationship Management and Brand Image’s Influence on Loyalty through Decision to Stay

Loyalitas Customer Ditinjau dari Word of Mouth, Kualitas Produk dan Pelayanan Pada Da Astiti Dana di Mengwi Badung

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