Skripsi S1

Pengaruh Functional Quality dan Corporate Image terhadap Word of Mouth Communication Dimediasi Customer Satisfaction pada Penggunaan Jasa Layanan Grab

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Abstrak
Tujuan penelitian ini adalah untuk menganalisis pengaruh functional quality dan corporate image terhadap word of mouth communication dimediasi customer satisfaction pada pengguna jasa layanan grab di Kebumen. Responden dalam penelitian ini adalah pengguna jasa layanan Grab yang berjumlah 100 responden. Teknik pengambilan sampel menggunakan purposive sampling. Metode dalam penelitian ini menggunakan analisis jalur. Hasil penelitian ini menunjukkan functional quality berpengaruh terhadap customer satisfaction, corporate image berpengaruh terhadap customer satisfaction, functional quality berpengaruh terhadap word of mouth communication, corporate image berpengaruh terhadap word of mouth communication, customer satisfaction berpengaruh terhadap word of mouth communication, terdapat pengaruh fucntional quality terhadap word of mouth communication melalui customer satisfaction, tidak terdapat pengaruh corporate image terhadap word of mouth communication melalui customer satisfaction.
Kata Kunci: functional quality, corporate image, customer satisfaction, word of mouth communication

Abstract
The purpose of this study was to analyze the effect of functional quality and corporate image on word of mouth communication mediated customer satisfaction among grab service users in Kebumen. Respondents in this study were 100 users of the Grab service. The sampling technique used purposive sampling. The method in this study uses path analysis. The results of this study indicate functional quality affects customer satisfaction, corporate image affects customer satisfaction, functional quality affects word of mouth communication, corporate image affects word of mouth communication, customer satisfaction affects word of mouth communication, there is an effect of functional quality on word of mouth communication. word of mouth communication through customer satisfaction, there is no effect of corporate image on word of mouth communication through customer satisfaction.
Keywords: functional quality, corporate image, customer satisfaction, word of mouth communication

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.81 Ros p c.

Penerbit

Kebumen : STIE Putra Bangsa., 2020

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

658.81

Tipe Isi

text

Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

Rosyid Ridho

Versi lain/terkait

Lampiran Berkas

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