Prediksi E-Service Quality dan Trust Terhadap Kepuasan Pengguna: Word of Mouth Sebagai Variabel Mediasi

Main Article Content

Wendy Olivia Suherli
Keni Keni


The purpose of this research is to examine whether 1) e-service quality and trust can predict consumer satisfaction, 2) e-service quality and trust can predict word of mouth, 3) word of mouth can predict consumer satisfaction and 4) word of mouth can mediate e-service quality and trust on consumer satisfaction. The samples are 155 respondents by online questionnaires with the nonprobability sampling technique with purposive sampling. Data processing techniques using structural equation modeling what using by SmartPLS.3.0. Overall, the result of this study are 1) e-service quality and trust can positively predict consumer satisfaction, 2) e-service quality and trust can positively predict word of mouth, 3) word of mouth can positively predict consumer satisfaction and 4) word of mouth can mediate the positive prediction of e-service quality and trust on consumer satisfaction.

Tujuan dari penelitian ini adalah untuk menguji apakah 1) pelayanan elektronik dan kepercayaan dapat memprediksi kepuasan pengguna, 2) pelayanan elektronik dan kepercayaan dapat memprediksi kata dari mulut pengguna, 3) kata dari mulut dapat memprediksi kepuasan pengguna dan 4) kata dari mulut dapat memediasi pelayanan elektronik dan kepercayaan pada kepuasan pengguna. Sampel penelitian adalah 155 responden dengan kuesioner online dengan teknik nonprobability sampling dengan purposive sampling. Teknik pengolahan data menggunakan pemodelan persamaan struktural oleh SmartPLS.3.0. Secara keseluruhan, hasil dari penelitian ini adalah 1) pelayanan elektronik dan kepercayaan dapat secara positif memprediksi kepuasan konsumen, 2) pelayanan elektronik dan kepercayaan dapat secara positif memprediksi kata dari mulut pengguna, 3) kata mulut dapat secara positif memprediksi kepuasan pengguna dan 4) kata dari mulut dapat memediasi prediksi positif pelayanan elektronik dan kepercayaan pada kepuasan pengguna.

Article Details

Author Biographies

Wendy Olivia Suherli, Program Studi S1 Manajemen, Universitas Tarumanagara, Jakarta

Program Studi S1 Manajemen, Universitas Tarumanagara, Jakarta

Keni Keni, Universitas Tarumanagara

Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara


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