Rustamto, Muhammad Ardy (2020) Pengaruh Kepuasan Pelanggan dan Loyalitas Merek terhadap E-WOM Nasabah M-Banking BRI di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
E-WOM is defined as all informal communication between sellers and consumers via internet-based technology related to the use of certain goods and services. This study aims to examine the impact of customer satisfaction and brand loyalty on E-wom. This study used a sample of 105 respondents who live in Surabaya. Data were collected by means of a questionnaire with a purposive sampling technique. The data were analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM). The results of this study indicate that customer satisfaction and brand loyalty have a positive and significant effect on E-wom.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | MUHAMMAD ARDY RUSTAMTO |
| Date Deposited: | 01 Feb 2021 04:29 |
| Last Modified: | 01 Feb 2021 04:29 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7442 |
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