PENGARUH KUALITAS LAYANAN DAN KEUNGGULAN PRODUK TERHADAP KEPUASAN PELANGGAN DAN  DAMPAKNYA PADA KOMUNIKASI WORDS OF MOUTH (Studi pada PD BPR BKK Demak Cabang Sayung, Kab.Demak)

Dyah Kusumawati; Abdul Syakur

doi:10.14710/jab.v5i1.12723

DOI: https://doi.org/10.14710/jab.v5i1.12723

PENGARUH KUALITAS LAYANAN DAN KEUNGGULAN PRODUK TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA KOMUNIKASI WORDS OF MOUTH (Studi pada PD BPR BKK Demak Cabang Sayung, Kab.Demak)

*Dyah Kusumawati - Jurusan Ilmu Administrasi Niaga, Fakultas Ilmu Ekonomi dan Sosial, Universitas Sultan Fatah Demak, Indonesia

Abdul Syakur - Jurusan Ilmu Administrasi Niaga, Fakultas Ilmu Ekonomi dan Sosial, Universitas Sultan Fatah Demak, Indonesia

Published: 3 Dec 2016.

BibTex Citation Data :

@article{JAB12723,
    author = {Dyah Kusumawati and Abdul Syakur},
    title = {PENGARUH KUALITAS LAYANAN DAN KEUNGGULAN PRODUK TERHADAP KEPUASAN PELANGGAN DAN  DAMPAKNYA PADA KOMUNIKASI WORDS OF MOUTH (Studi pada PD BPR BKK Demak Cabang Sayung, Kab.Demak)},
    journal = {Jurnal Administrasi Bisnis},
  volume = {5},
    number = {1},
    year = {2016},
    keywords = {Service, Products , Satisfaction , WOM},
    abstract = {  Intense competition among banking institutions in terms of marketing products and services to customers in creating a communication satisfaction will influence the words of mouth . Plus builds consumer confidence in yourself is relatively more difficult than just selling products only. Therefore creating a satisfaction to the customers is an absolute thing to do because it can provide the benefits of customer satisfaction for banks . This study aims to analyze whether the quality of service and product excellence affects customer satisfaction and how it impacts on words of mouth communication. The method used is a quantitative method to research the type of survey and questionnaire . Sampling was done by purposive sampling method . The results of the questionnaire were calculated using path analysis  with the help of SPSS software . The results show the quality of service affects customer satisfaction 0.373 , product excellence 0.346 and affect customer satisfaction for both together can affect customer satisfaction by 0.154 . WOM affects service quality by 0.101 , the superiority of the product affects WOM 0.092 and both together can affect WOM by 0.166 . The impact of satisfaction with the emergence of communication words of mouth is positive at 0.446 . The calculation of the indirect effect of variables X1 and X2 to Y2 through Y1 is greater than the calculation of the direct effect , this means that the customer satisfaction as a mediating variable of influence of quality of service and product excellence to positively impact WOM and proven.  },
   issn = {2548-4923},   pages = {46--55}  doi = {10.14710/jab.v5i1.12723},
    url = {https://ejournal.undip.ac.id/index.php/janis/article/view/12723}
}

Citation Format:

Abstract

Intense competition among banking institutions in terms of marketing products and services to customers in creating a communication satisfaction will influence the words of mouth . Plus builds consumer confidence in yourself is relatively more difficult than just selling products only. Therefore creating a satisfaction to the customers is an absolute thing to do because it can provide the benefits of customer satisfaction for banks . This study aims to analyze whether the quality of service and product excellence affects customer satisfaction and how it impacts on words of mouth communication. The method used is a quantitative method to research the type of survey and questionnaire . Sampling was done by purposive sampling method . The results of the questionnaire were calculated using path analysis with the help of SPSS software . The results show the quality of service affects customer satisfaction 0.373 , product excellence 0.346 and affect customer satisfaction for both together can affect customer satisfaction by 0.154 . WOM affects service quality by 0.101 , the superiority of the product affects WOM 0.092 and both together can affect WOM by 0.166 . The impact of satisfaction with the emergence of communication words of mouth is positive at 0.446 . The calculation of the indirect effect of variables X1 and X2 to Y2 through Y1 is greater than the calculation of the direct effect , this means that the customer satisfaction as a mediating variable of influence of quality of service and product excellence to positively impact WOM and proven.

Fulltext View|Download

Keywords: Service, Products , Satisfaction , WOM

Article Metrics:

Article Info

Section: Articles

Language : ID

In Vol 5, No 1 (2016)

Recent articles

PENGARUH OPINI AUDIT DAN LUAS PENGUNGKAPAN SUKARELA TERHADAP PERUBAHAN HARGA SAHAM (Studi Empiris pada Perusahaan Go Public Di Indonesia Tahun 2013-2015) PENGARUH IKLAN, ATRIBUT PRODUK, DAN HARGA TERHADAP KEPUTUSAN PEMBELIAN (Studi pada Pembeli dan Pengguna OPPO Smartphonedi Kota Semarang) PENGARUH KUALITAS LAYANAN DAN KEUNGGULAN PRODUK TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA KOMUNIKASI WORDS OF MOUTH (Studi pada PD BPR BKK Demak Cabang Sayung, Kab.Demak) More recent articles

Most cited articles

Pengembangan Pariwisata Berbasis Budaya dan Kearifan Lokal Pengaruh Keselamatan Dan Kesehatan Kerja Terhadap Prestasi Kerja Karyawan Pada PT. PLN (Persero) APJ Semarang Pengaruh E-Service Quality dan E-Security Seals Terhadap E-Satisfaction Melalui Keputusan Pembelian Konsumen E-Commerce (Studi Kasus pada Konsumen Lazada Indonesia) Pengaruh Nilai Pelanggan dan Kualitas Layanan Terhadap Loyalitas Pelanggan, Melalui Kepuasan Pelanggan Pada Pelanggan Bus Efisiensi (Studi PO Efisiensi Jurusan Yogyakarta-Cilacap) More cited articles

Last update:

No citation recorded.

Last update: 2024-11-09 02:29:27

No citation recorded.

Starting from 2022, the author(s) whose article is published in the Jurnal Administrasi Bisnis (JAB) attain the copyright for their article and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. By submitting the manuscript to JAB, the author(s) agree with this policy. No special document approval is required.

The author(s) guarantee that:

their article is original, written by the mentioned author(s),
has never been published before,
does not contain statements that violate the law, and
does not violate the rights of others, is subject to copyright held exclusively by the author(s), and is free from the rights of third parties, and that the necessary written permission to quote from other sources has been obtained by the author(s).

The author(s) retain all rights to the published work, such as (but not limited to) the following rights:

Copyright and other proprietary rights related to the article, such as patents,
The right to use the substance of the article in its own future works, including lectures and books,
The right to reproduce the article for its own purposes,
The right to archive all versions of the article in any repository, and
The right to enter into separate additional contractual arrangements for the non-exclusive distribution of published versions of the article (for example, posting them to institutional repositories or publishing them in a book), acknowledging its initial publication in this journal (Jurnal Administrasi Bisnis).

Suppose the article was prepared jointly by more than one author. Each author submitting the manuscript warrants that all co-authors have given their permission to agree to copyright and license notices (agreements) on their behalf and notify co-authors of the terms of this policy. Jurnal Administrasi Bisnis (JAB) will not be held responsible for anything that may arise because of the writer's internal dispute. Jurnal Administrasi Bisnis (JAB) will only communicate with correspondence authors.

Authors should also understand that their articles (and any additional files, including data sets, and analysis/computation data) will become publicly available once published. The license of published articles (and additional data) will be governed by a Creative Commons Attribution-ShareAlike 4.0 International License. Jurnal Administrasi Bisnis (JAB) allows users to copy, distribute, display and perform work under license. Users need to attribute the author(s) and Jurnal Administrasi Bisnis (JAB) to distribute works in journals and other publication media. Unless otherwise stated, the author(s) is a public entity as soon as the article is published.