The The Influence Of Service Quality, Brand Image, And E-Wom On Consumer Satisfaction

Septiana Dewi Larasati; Edy Purwo Saputro

doi:10.30741/adv.v7i2.1185

Authors

Septiana Dewi Larasati Universitas Muhammadiyah Surakarta
Edy Purwo Saputro Universitas Muhammadiyah Surakarta

DOI:

https://doi.org/10.30741/adv.v7i2.1185

Keywords:

service quality, brand image, E-WOM, Consumer satisfaction

Abstract

The primary objective of the research is to determine the extent to which aspects such as the quality of service, the image of the business, and electronic word of mouth influence the overall enjoyment of consumers. For the purpose of this study, a non-probability-based purposive sampling approach was used. The researchers are engaging in deliberate sampling when they design study settings in accordance with the criteria that they have already specified. The majority of the sample will consist of customers who have used the service in the past as well as those who are now using it. This information for the research was gathered via the use of online questionnaires that were distributed. In the course of this research, online questionnaires were used to collect responses from one hundred clients of J&T Express Indonesia. For the purpose of determining whether or not the claims made by the questionnaire were accurate and trustworthy, the researchers examined both the internal and external models by using the Partial Least Square (PLS) methodology and the SmartPLS 3.0 software. Despite the fact that this research did not discover any connection between a good brand image and the level of pleasure experienced by customers, it did discover that electronic word of mouth had a beneficial influence on customer satisfaction. Last but not least, the quality of the service did have an effect on the level of satisfaction experienced by the consumer.

Downloads

Download data is not yet available.

References

Agus Khoironi, T., Syah, H., & Dongoran, P. (2018). International Review of Management and Marketing Product Quality, Brand Image and Pricing To Improve Satisfaction Impact on Customer Loyalty. International Review of Management and Marketing, 8(3), 51–58. http:www.econjournals.com

Alrwashdeh, M., Jahmani, A., Ibrahim, B., & Aljuhmani, H. Y. (2020). Data to model the effects of perceived telecommunication service quality and value on the degree of user satisfaction and e-WOM among telecommunications users in North Cyprus. Data in Brief, 28. https://doi.org/10.1016/j.dib.2019.104981

Bernarto, I., Purwanto, A., & Masman, R. R. (n.d.). Bernarto, Purwanto, and Masman: The Effect of Perceived Risk The Effect of Perceived Risk, Brand Image and Perceived Price Fairness on Customer Satisfaction. https://doi.org/10.24912/jm.v26i1.833

Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585

Gabriela, A., & Antonio, F. (n.d.). How Brand Image Affects Expected Quality, Perceived Quality, Perceived Value, and Patient Satisfaction and Their Effect on Attitudinal Loyalty and Behavior Loyalty (A Study Done in a Dentist in West Jakarta). https://doi.org/10.33258/birci.v5i2.4865

Gamaliel, H., Kalangi, L., Warongan, J., Ratulangi, U. S., Gamaliel, H., Kalangi, L., & Warongan, J. (2022). Service Quality of Government Institution and Its Influence on Public Satisfaction (Study in Regency/City Government of North Sulawesi). International Journal of Tourism and Hospitality in Asia Pasific (IJTHAP), 5(1), 1–12. https://doi.org/10.32535/ijthap.v5i1.139

Gholipour Soleimani, A., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1–14. https://doi.org/10.1080/23311886.2018.1560651

Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001

Hamidin, D., & Hendrayati, H. (2022). Courier Service Application: Courier Service Quality and Customer Loyalty Mediated by Customer Experience and Customer Satisfaction.

Hsieh, S.-W., Lu, C.-C., & Lu, Y.-H. (2018). A Study on the Relationship Among Brand Image, Service Quality, Customer Satisfaction, and Customer Loyalty – Taking ‘the Bao Wei Zhen Catering Team’ As an Empirical Study. KnE Social Sciences, 3(10). https://doi.org/10.18502/kss.v3i10.3512

Kuo, H. C., & Nakhata, C. (2019). The Impact of Electronic Word-of-Mouth on Customer Satisfaction. Journal of Marketing Theory and Practice, 27(3), 331–348. https://doi.org/10.1080/10696679.2019.1615840

Redditt, J., Orlowski, M., Fyall, A., Gregory, A. M., & Ro, H. (2022). Determinants of Customer Satisfaction and eWOM in the Sharing Economy: Timeshare versus Peer-to-Peer Accommodations. Tourism and Hospitality, 3(1), 225–242. https://doi.org/10.3390/tourhosp3010016

Saputro, E. P., & Achmad, N. (2015). Factors influencing individual belief on the adoption of electronic banking. Mediterranean Journal of Social Sciences, 6(4), 442–450. https://doi.org/10.5901/mjss.2015.v6n4p442

Sulemana, A. M., Galyuoni, B., Cowther, S., & Issah, A. (2023). An assessment of the impact of quality service on customers satisfaction and loyalty in selected hotels in Tamale Metropolis, Northern Region, Ghana. African Journal of Business Management, 17(3), 43–52. https://doi.org/10.5897/AJBM2022.9398

Tandon, A., Aakash, A., & Aggarwal, A. G. (2020). Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling. International Journal of System Assurance Engineering and Management, 11, 349–356. https://doi.org/10.1007/s13198-020-00954-3

Terapan, J. P., Pendidikan, D., Psikologi, M., Dahlan, A., & Situmorang, N. Z. (2019). Pengujian validitas dan reliabilitas konstruk hope Husnawati Fatwa Tentama. 1(2), 128–135.

Wattoo, M. U., & Iqbal, S. M. J. (2022). Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan. SAGE Open, 12(2). https://doi.org/10.1177/21582440221097920