Pengaruh Kepercayaan Dan Kepuasan Terhadap Word Of Mouth Dengan Dimediasi Oleh Loyalitas Pelanggan Restoran Hoka-Hoka Bento Di Surabaya

Wulandary, Dessy (2019) Pengaruh Kepercayaan Dan Kepuasan Terhadap Word Of Mouth Dengan Dimediasi Oleh Loyalitas Pelanggan Restoran Hoka-Hoka Bento Di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

Trust, Satisfaction and Loyalty on brands is very necessary to maintain business because customers can create word of mouth (WOM). This study aims to determine the effect of Trust in Loyalty, the influence of Satisfaction on Loyalty, the effect of Loyalty on word of mouth, the influence of trustworthiness on word of mouth, the influence of satisfaction with word of mouth, the influence of word of mouth mediated by Loyalty, the influence of satisfaction with word of mouth mediated by Loyalty. This type of research if viewed according to the type of analysis method, then the study is a survey research. Research location in Surabaya. The population of this study was restaurant customers of Hoka-Hoka Bento. A sample of 130 respondents were taken using a purposive sampling technique and the method of collecting data using questionnaires was then processed using WARP-PLS 6.0. The results show that trust and satisfaction have a significant effect on Loyalty, Trust does not have a significant effect on wof of mouth, Satisfaction and Loyalty have a significant effect on word of mouth, Loyalty mediates in full the relationship of influence on Word of mouth, and Loyalty partially satisfies the relationship against word of mouth. Keyword : Customer trust, Customer Satisfaction, Customer Loyalty , and Word of Mouth

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 23 Oct 2019 03:37
Last Modified: 23 Oct 2019 03:37
URI: http://eprints.perbanas.ac.id/id/eprint/5191

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