WORD OF MOUTH MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP NIAT BELI ULANG
Abstract
Biznet merupakan perusahaan yang fokus di bidang telekomunikasi dan multimedia. Penelitian ini bertujuan untuk menganalisis peran word of mouth memediasi pengaruh dimensi kualitas layanan terhadap niat beli ulang pada Biznet di Kota Denpasar. Lokasi penelitian dilakukan di Kota Denpasar dikarenakan tingkat pertumbuhan internet di Kota Denpasar tinggi sebesar 87,54 persen berdasarkan data Badan Pusat Statistik Provinsi Bali. Populasi penelitian ini meliputi pelanggan Biznet yang berdomisili di Kota Denpasar dengan jumlah anggota sampel 100 responden. Teknik penentuan sampel dengan menggunakan metode purposive sampling. Metode pengumpulan dengan metode survei dan menyebarkan kuesioner secara offline. Teknik analisis data menggunakan path analysis dengan bantuan program SPSS. Hasil penelitian, menunjukkan seluruh hipotesis diterima. Kualitas layanan berpengaruh positif dan signifikan terhadap niat beli ulang, kualitas layanan berpengaruh positif dengan signifikan terhadap word of mouth. Word of mouth berpengaruh positif terhadap niat beli ulang, serta word of mouth mampu memediasi pengaruh kualitas layanan terhadap niat beli ulang. Bagi peneliti selanjutnya dapat menambah variabel-variabel yang dapat mempengaruhi implikasi teoretis niat beli ulang, memperluas ruang lingkup penelitian tidak terbatas pada produk internet Biznet, ataupun mengganti lokasi penelitian tidak terbatas di Kota Denpasar.
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References
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Astaki, N. P. D. P. P. dan Purnami, N. M. (2019). Peran Word of Mouth Memediasi Kualitas Produk Terhadap Keputusan Pembelian Konsumen. E-Jurnal Manajemen Universitas Udayana, 8(9), 5442. https://doi.org/10.24843/ejmunud.2019.v08.i09.p05
Ayatullah, A., Meutia, M., dan Lutfi, L. (2023). Pengaruh Kualitas Pelayanan dan Experiential Marketing Terhadap Niat Pembelian Ulang Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi pada PT. JNE Kota Serang). Jurnal Riset Bisnis dan Manajemen Tirtayasa, 7(2), 64-78.
Badan Pusat Statistik (BPS). Statistik Telekomunikasi Indonesia 2023. Diunduh dari https://www.bps.go.id/id.
Badan Pusat Statistik (BPS). Pertumbuhan PDRB/Ekonomi Kabupaten/Kota di Provinsi Bali (Persen), 2021-2023. Diunduh dari https://www.bps.go.id/id.
Baskara, R. F., Mardiatmi, B. D. A., dan Argo, J. G. (2021). Analisis pengaruh kualitas pelayanan terhadap pembelian ulang melalui kepuasan pelanggan pada aplikasi traveloka. Konferensi Riset Nasional Ekonomi Manajemen Dan Akuntansi, 2(1), 1645-1659.
Biznet Network (2024) Profil dan riwayat singkat. Diunduh dari website https://www.biznetnetworks.com/com.
Cahyati, N. K. dan Seminari, N. K. (2020). The role of customer satisfaction in mediating the effect of service quality and marketing experience on repurchase intention (Study in PT Pos Indonesia expedition services). American Journal of Humanities and Social Sciences Research, 4(2), 128-135.
Chang, W. J., Liao, S. H., Chung, Y. C., dan Chen, H. P. (2020). Service quality, experiential value and repurchase intention for medical cosmetology clinic: moderating effect of Generation. Total Quality Management & Business Excellence, 31(9-10), 1077-1097.
Dhaniswari, I. A. G. T. dan Sukaatmadja, I. P. G. (2021). Kepercayaan Memediasi Pengaruh Persepsi Nilai Terhadap Niat Beli Ulang Di Heaven Flow Decoration Denpasar. E-Jurnal Manajemen Universitas Udayana, 10(10), 968. https://doi.org/10.24843/ejmunud.2021.v10.i10.p02
Firdaus, A., Malini, H., Afifah, N., Azazi, A., dan Fitriana, A. (2023). The influence of service quality and perceived risk on repurchase intention with customer satisfaction as mediation. Enrichment: Journal of Management, 13(5), 3082-3096.
Kotler, P. dan Keller, K. L. (2016). A Framework for Marketing Management. In Marketing Management.
Leonnard. dan Thung, F. (2017). The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services. Journal of process management and new technologies, 5(4).
Maurisni, P. dan Evanita, S. (2019). The Impact of Services Quality, Location and Word of Mouth to Repurchase Intention through Brand Image at Salon Muslimah Beauty Care Padang. 97(Piceeba), 284–293. https://doi.org/10.2991/piceeba-19.2019.34
Maheswari. A. A. A. R. dan Aksari. N. M. A. 2019. Peran Kepuasan Pelanggan Memediasi Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada pt. Airasia indonesia. E-Jurnal Ekonomi dan Bisnis Universitas Udayana. 8.3. 315-340.
Mahendrayanti, M. dan Wardana, I. M. (2021). The effect of price perception, product quality, and service quality on repurchase intention. American Journal of Humanities and Social Sciences Research, 5(1), 182-188.
Muriati, M. dan Rino, R. (2022). Pengaruh Kualitas Produk dan Word of Mouth terhadap Niat Membeli Kembali dengan Keputusan Pembelian sebagai Mediasi Dalam Menggunakan Maxim. Jurnal Ecogen, 5(3), 387. https://doi.org/10.24036/jmpe.v5i3.13720
Melzica, N. P. D. F. dan Wardana, I. M. (2022). Peran brand image memediasi pengaruh celebrity endorser terhadap repurchase intention. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 11(09).
Nainggolan, B. dan Amidiola, P. (2021). the Role of Service Quality Improves Brand Image in Hotels Xyz: Word of Mouth as a Mediation. Journal of Management and Leadership, 4(2), 13–37. https://doi.org/10.47970/jml.v4i2.238
Natalia, N. K. T. dan Suparna, G. (2023). The Role of Customer Satisfaction in Mediating the Effect of Product Quality and Service Quality on Customers’ Repurchase Intention of a Coffee Shop in Bali, Indonesia. European Journal of Business and Management Research, 8 (5), 132 – 136.
Nabilla, S. D., Dermawan, R., dan Ariescy, R. R. (2023). The Effect of Customer Experience, Word of Mouth, and Price Perception on Repurchase Intention of Special Fare Train Tickets. Indonesian Journal of Business Analytics, 3(5), 1471-1480.
Putri, N. P. A. D. dan Suasana, I. G. A. K. G. (2022). Pengaruh Kualitas Pelayanan Dan Word of Mouth Terhadap Niat Beli Ulang di Rumah Makan Bu Desak, Kabupaten Badung. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 11(10), 1198. https://doi.org/10.24843/eeb.2022.v11.i10.p04
Ponggeng, A. Y. dan Mulia, D. (2020). The Influence Word of Mouth (WOM), Film Quality, and Movie Star on the Interest Watching (Repurchase Intention) National Films. International Journal Innovative Science and Research Technology, 5 (11).
Pradana, I. M. D. A. dan Aksari, N. M. A. (2022). Peran Sikap Dalam Memediasi Pengaruh Persepsi Manfaat Dan Persepsi Kemudahan Terhadap Niat Pembelian Ulang. E-Jurnal Manajemen Universitas Udayana, 11(6).
Prasetiyo, B. dan Hidayat, T. (2019); Pengaruh Promosi Dan Word of Mouth Terhadap Keputusan Pembelian Produk Xyz Donut; Jurnal Penelitian Ekonomi dan Akuntansi Volume IV No.1; hal. 931 – 952
Prabowo, H., Astuti, W. dan Respati, H. (2020). Effect of Service Quality and Brand Image on Repurchase Intention Through Word of Mouth at Budget Hotels Airy Rooms. Open Journal of Business and Management, 8(01), 194.
Radiah, E., Utami, S., dan Chan, S. (2021). The effect of service quality and company image on word of mouth with satisfaction and trust as mediating variables on Lion Air airlines in Indonesia. International Journal of Multidisciplinary Research and Growth Evaluation, 2(August 2021),634-643.
Rahman, A. S. dan Desembrianita, E. (2023). Pengaruh Service Quality Dan Hospital Image Terhadap Revisitintention Melalui Word of Mouth Pada Layanan Rawat Inap di Rumah Sakit Umum Daerah Ibnu Sina Kabupaten Gresik. Jurnal Ilmu Sosial, 3(1), 199-222.
Ramadhani, M. D. dan Sukawati, T. G. R. (2021). The role of customer satisfaction mediates the effect of service quality and quality of the shopee. co. id website on repurchase intention. American Journal of Humanities and Social Sciences Research (AJHSSR), 5(2), 570-579.
Rimba, H. N., Noermijati, N., dan Rohman, F. (2022). The The Effect of Service Quality and Service Experience on Word of Mouth (WOM) with Perceived Value as Mediation. Journal of Business and Management Review, 3(11), 783–798. https://doi.org/10.47153/jbmr311.5282022
Sandy, N. F. dan Aquinia, A. (2022). Pengaruh Citra Merek, Kualitas Pelayanan, Dan Persepsi Harga Terhadap Niat Beli Ulang. Jesya (Jurnal Ekonomi dan Ekonomi Syariah), 5(1), 801-809. https://doi.org/10.36778/jesya.v5i1.648
Sahrir, A., Bua, H., dan Sukotjo, E. (2019). JUMBO (Jurnal Manajemen, Bisnis, dan Organisasi). JUMBO (Jurnal Manajemen, Bisnis Dan Organisasi), 3(2), 135–147.
Saifudin, M. (2021). The Effect of Service Quality on Worth of Mouth Positive Intervening by Student Satisfaction and Attitude, Moderation of Student Characteristics on the Effect of Service Quality on Student Satisfaction. International Journal of Social Science and Religion (IJSSR), 207–222. https://doi.org/10.53639/ijssr.v2i3.48
Sartika, I. dan Salim, M. (2024). The influence of product quality and Word of Mouth (WOM) on repurchase intentions through the mediation of consumer satisfaction. Gema Wiralodra, 15(1), 121-130.
Sudirjo, F., Yuliana, A., Novilia, F., Kalalo, R. R., dan Belani, S. W. (2023). The Influence of Service Quality and Consumer Experience on Consumer Repurchase Intention. Innovative: Journal of Social Science Research, 3(6), 3965-3973.
Setyawan, A., Putra, A. P., Nurhaliza, D. A., Gustiani, G., Faradis, M. M., dan Qomariah, N. (2023). The Role of Service Quality, Trust and Location in Increasing Café Customer Repurchase Intention. International Journal of Management Science and Information Technology, 3(1), 39-46.
Setyorini, A. R., Ngatno, dan Hidayat, W. (2022). Pengaruh Kualitas Pelayanan dan Kesadaran merek terhadap Niat Beli Ulang dnegan Kepuasan Pelanggan sebagai Mediator (Gelael Supermarket Mall Ciputra Semarang). Jurnal Ilmu Administrasi Bisnis, 11(4), 657–665.
Sofia, A., Pangaribuan, C. H. dan Sitinjak, M. F. (2020). Factors of Coffee Shop Revisit Intention and Word-of-Mouth Mediated by Customer Satisfaction. Journal of Management and Business, 19(1).
Song, H., Wang, J. dan Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79, 50-59.
Tandon, U., Kiran, R. dan Sah, A. N. (2017). Customer Satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106–120. https://doi.org/10.1287/serv.2016.0159
Tjhin, T., Rayhaan, F., dan Pasaribu, L. H. (2021). The effect of perceived service quality, word of mouth and price quality on repurchase intention and customer satisfaction on instagramable restaurant in Jakarta Utara. Enrichment: Journal of Management, 12(1), 808-815.
Torabi, A., Hamidi, H. dan Safaie, N. (2021). Effect of Sensory Experience on Customer Word-of-mouth Intention, Considering the Roles of Customer Emotions, Satisfaction, and Loyalty. International Journal of Engineering, 34(3), 682-699.
Top Brand Award. Data Top Brand Index Kedai Kopi Fase 1 2020 – 2024. Diunduh dari https://www.topbrand-award.com/.
Wahyuni, N. K. S. Y. dan Ekawati, N. W. (2018). Peran Kepuasan Pelanggan dalam memediasi Kualitas Layanan terhadap Word of Mouth pada pelanggan TIKI. E- Jurnal Manajemen UNUD, 7 No. 5.
Widanti, A., Abdillah, W., dan Murni, T. (2022). Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Niat Pembelian Ulang Pada Konsumen Hypermart. Jurnal Ilmiah Manajemen, 17(2), 172–186.
Wiradarma, I. W. A. dan Respati, N. N. R. (2020). Peran customer satisfaction memediasi pengaruh service quality terhadap repurchase intention pada pengguna lazada di denpasar. E-Jurnal Manajemen Universitas Udayana, 9(2), 637-657.
Yaeri, K., Qiran, W., dan Taewoo, R. (2021). Do information and service quality affect perceived privacy protection, satisfaction, and loyalty? Evidence from a Chinese O2O-based mobile shopping application, Telematics and Informatics. Journal of Management, 56(1), 101–113.
Yuliantoro, N., Goeltom, V., Juliana, I. B., Pramono, R., dan Purwanto, A. (2019). Repurchase intention and word of mouth factors in the millennial generation against various brands of Boba drinks during the Covid 19 pandemic. African Journal of Hospitality, Tourism and Leisure, 8(2), 1-11.
Aini, I. N. K., Marlien, R. A., dan Riva’i, A. R. (2022). Pengaruh Citra Merek, Pengalaman Konsumen, dan Word of Mouth Terhadap Niat Beli Ulang (Studi Pada Konsumen KFC di Kota Semarang). Jurnal Mirai Management, 7(2), 263–276. https://doi.org/10.37531/mirai.v7i2.2107
Astaki, N. P. D. P. P. dan Purnami, N. M. (2019). Peran Word of Mouth Memediasi Kualitas Produk Terhadap Keputusan Pembelian Konsumen. E-Jurnal Manajemen Universitas Udayana, 8(9), 5442. https://doi.org/10.24843/ejmunud.2019.v08.i09.p05
Ayatullah, A., Meutia, M., dan Lutfi, L. (2023). Pengaruh Kualitas Pelayanan dan Experiential Marketing Terhadap Niat Pembelian Ulang Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi pada PT. JNE Kota Serang). Jurnal Riset Bisnis dan Manajemen Tirtayasa, 7(2), 64-78.
Badan Pusat Statistik (BPS). Statistik Telekomunikasi Indonesia 2023. Diunduh dari https://www.bps.go.id/id.
Badan Pusat Statistik (BPS). Pertumbuhan PDRB/Ekonomi Kabupaten/Kota di Provinsi Bali (Persen), 2021-2023. Diunduh dari https://www.bps.go.id/id.
Baskara, R. F., Mardiatmi, B. D. A., dan Argo, J. G. (2021). Analisis pengaruh kualitas pelayanan terhadap pembelian ulang melalui kepuasan pelanggan pada aplikasi traveloka. Konferensi Riset Nasional Ekonomi Manajemen Dan Akuntansi, 2(1), 1645-1659.
Biznet Network (2024) Profil dan riwayat singkat. Diunduh dari website https://www.biznetnetworks.com/com.
Cahyati, N. K. dan Seminari, N. K. (2020). The role of customer satisfaction in mediating the effect of service quality and marketing experience on repurchase intention (Study in PT Pos Indonesia expedition services). American Journal of Humanities and Social Sciences Research, 4(2), 128-135.
Chang, W. J., Liao, S. H., Chung, Y. C., dan Chen, H. P. (2020). Service quality, experiential value and repurchase intention for medical cosmetology clinic: moderating effect of Generation. Total Quality Management & Business Excellence, 31(9-10), 1077-1097.
Dhaniswari, I. A. G. T. dan Sukaatmadja, I. P. G. (2021). Kepercayaan Memediasi Pengaruh Persepsi Nilai Terhadap Niat Beli Ulang Di Heaven Flow Decoration Denpasar. E-Jurnal Manajemen Universitas Udayana, 10(10), 968. https://doi.org/10.24843/ejmunud.2021.v10.i10.p02
Firdaus, A., Malini, H., Afifah, N., Azazi, A., dan Fitriana, A. (2023). The influence of service quality and perceived risk on repurchase intention with customer satisfaction as mediation. Enrichment: Journal of Management, 13(5), 3082-3096.
Kotler, P. dan Keller, K. L. (2016). A Framework for Marketing Management. In Marketing Management.
Leonnard. dan Thung, F. (2017). The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services. Journal of process management and new technologies, 5(4).
Maurisni, P. dan Evanita, S. (2019). The Impact of Services Quality, Location and Word of Mouth to Repurchase Intention through Brand Image at Salon Muslimah Beauty Care Padang. 97(Piceeba), 284–293. https://doi.org/10.2991/piceeba-19.2019.34
Maheswari. A. A. A. R. dan Aksari. N. M. A. 2019. Peran Kepuasan Pelanggan Memediasi Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada pt. Airasia indonesia. E-Jurnal Ekonomi dan Bisnis Universitas Udayana. 8.3. 315-340.
Mahendrayanti, M. dan Wardana, I. M. (2021). The effect of price perception, product quality, and service quality on repurchase intention. American Journal of Humanities and Social Sciences Research, 5(1), 182-188.
Muriati, M. dan Rino, R. (2022). Pengaruh Kualitas Produk dan Word of Mouth terhadap Niat Membeli Kembali dengan Keputusan Pembelian sebagai Mediasi Dalam Menggunakan Maxim. Jurnal Ecogen, 5(3), 387. https://doi.org/10.24036/jmpe.v5i3.13720
Melzica, N. P. D. F. dan Wardana, I. M. (2022). Peran brand image memediasi pengaruh celebrity endorser terhadap repurchase intention. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 11(09).
Nainggolan, B. dan Amidiola, P. (2021). the Role of Service Quality Improves Brand Image in Hotels Xyz: Word of Mouth as a Mediation. Journal of Management and Leadership, 4(2), 13–37. https://doi.org/10.47970/jml.v4i2.238
Natalia, N. K. T. dan Suparna, G. (2023). The Role of Customer Satisfaction in Mediating the Effect of Product Quality and Service Quality on Customers’ Repurchase Intention of a Coffee Shop in Bali, Indonesia. European Journal of Business and Management Research, 8 (5), 132 – 136.
Nabilla, S. D., Dermawan, R., dan Ariescy, R. R. (2023). The Effect of Customer Experience, Word of Mouth, and Price Perception on Repurchase Intention of Special Fare Train Tickets. Indonesian Journal of Business Analytics, 3(5), 1471-1480.
Putri, N. P. A. D. dan Suasana, I. G. A. K. G. (2022). Pengaruh Kualitas Pelayanan Dan Word of Mouth Terhadap Niat Beli Ulang di Rumah Makan Bu Desak, Kabupaten Badung. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 11(10), 1198. https://doi.org/10.24843/eeb.2022.v11.i10.p04
Ponggeng, A. Y. dan Mulia, D. (2020). The Influence Word of Mouth (WOM), Film Quality, and Movie Star on the Interest Watching (Repurchase Intention) National Films. International Journal Innovative Science and Research Technology, 5 (11).
Pradana, I. M. D. A. dan Aksari, N. M. A. (2022). Peran Sikap Dalam Memediasi Pengaruh Persepsi Manfaat Dan Persepsi Kemudahan Terhadap Niat Pembelian Ulang. E-Jurnal Manajemen Universitas Udayana, 11(6).
Prasetiyo, B. dan Hidayat, T. (2019); Pengaruh Promosi Dan Word of Mouth Terhadap Keputusan Pembelian Produk Xyz Donut; Jurnal Penelitian Ekonomi dan Akuntansi Volume IV No.1; hal. 931 – 952
Prabowo, H., Astuti, W. dan Respati, H. (2020). Effect of Service Quality and Brand Image on Repurchase Intention Through Word of Mouth at Budget Hotels Airy Rooms. Open Journal of Business and Management, 8(01), 194.
Radiah, E., Utami, S., dan Chan, S. (2021). The effect of service quality and company image on word of mouth with satisfaction and trust as mediating variables on Lion Air airlines in Indonesia. International Journal of Multidisciplinary Research and Growth Evaluation, 2(August 2021),634-643.
Rahman, A. S. dan Desembrianita, E. (2023). Pengaruh Service Quality Dan Hospital Image Terhadap Revisitintention Melalui Word of Mouth Pada Layanan Rawat Inap di Rumah Sakit Umum Daerah Ibnu Sina Kabupaten Gresik. Jurnal Ilmu Sosial, 3(1), 199-222.
Ramadhani, M. D. dan Sukawati, T. G. R. (2021). The role of customer satisfaction mediates the effect of service quality and quality of the shopee. co. id website on repurchase intention. American Journal of Humanities and Social Sciences Research (AJHSSR), 5(2), 570-579.
Rimba, H. N., Noermijati, N., dan Rohman, F. (2022). The The Effect of Service Quality and Service Experience on Word of Mouth (WOM) with Perceived Value as Mediation. Journal of Business and Management Review, 3(11), 783–798. https://doi.org/10.47153/jbmr311.5282022
Sandy, N. F. dan Aquinia, A. (2022). Pengaruh Citra Merek, Kualitas Pelayanan, Dan Persepsi Harga Terhadap Niat Beli Ulang. Jesya (Jurnal Ekonomi dan Ekonomi Syariah), 5(1), 801-809. https://doi.org/10.36778/jesya.v5i1.648
Sahrir, A., Bua, H., dan Sukotjo, E. (2019). JUMBO (Jurnal Manajemen, Bisnis, dan Organisasi). JUMBO (Jurnal Manajemen, Bisnis Dan Organisasi), 3(2), 135–147.
Saifudin, M. (2021). The Effect of Service Quality on Worth of Mouth Positive Intervening by Student Satisfaction and Attitude, Moderation of Student Characteristics on the Effect of Service Quality on Student Satisfaction. International Journal of Social Science and Religion (IJSSR), 207–222. https://doi.org/10.53639/ijssr.v2i3.48
Sartika, I. dan Salim, M. (2024). The influence of product quality and Word of Mouth (WOM) on repurchase intentions through the mediation of consumer satisfaction. Gema Wiralodra, 15(1), 121-130.
Sudirjo, F., Yuliana, A., Novilia, F., Kalalo, R. R., dan Belani, S. W. (2023). The Influence of Service Quality and Consumer Experience on Consumer Repurchase Intention. Innovative: Journal of Social Science Research, 3(6), 3965-3973.
Setyawan, A., Putra, A. P., Nurhaliza, D. A., Gustiani, G., Faradis, M. M., dan Qomariah, N. (2023). The Role of Service Quality, Trust and Location in Increasing Café Customer Repurchase Intention. International Journal of Management Science and Information Technology, 3(1), 39-46.
Setyorini, A. R., Ngatno, dan Hidayat, W. (2022). Pengaruh Kualitas Pelayanan dan Kesadaran merek terhadap Niat Beli Ulang dnegan Kepuasan Pelanggan sebagai Mediator (Gelael Supermarket Mall Ciputra Semarang). Jurnal Ilmu Administrasi Bisnis, 11(4), 657–665.
Sofia, A., Pangaribuan, C. H. dan Sitinjak, M. F. (2020). Factors of Coffee Shop Revisit Intention and Word-of-Mouth Mediated by Customer Satisfaction. Journal of Management and Business, 19(1).
Song, H., Wang, J. dan Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79, 50-59.
Tandon, U., Kiran, R. dan Sah, A. N. (2017). Customer Satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106–120. https://doi.org/10.1287/serv.2016.0159
Tjhin, T., Rayhaan, F., dan Pasaribu, L. H. (2021). The effect of perceived service quality, word of mouth and price quality on repurchase intention and customer satisfaction on instagramable restaurant in Jakarta Utara. Enrichment: Journal of Management, 12(1), 808-815.
Torabi, A., Hamidi, H. dan Safaie, N. (2021). Effect of Sensory Experience on Customer Word-of-mouth Intention, Considering the Roles of Customer Emotions, Satisfaction, and Loyalty. International Journal of Engineering, 34(3), 682-699.
Top Brand Award. Data Top Brand Index Kedai Kopi Fase 1 2020 – 2024. Diunduh dari https://www.topbrand-award.com/.
Wahyuni, N. K. S. Y. dan Ekawati, N. W. (2018). Peran Kepuasan Pelanggan dalam memediasi Kualitas Layanan terhadap Word of Mouth pada pelanggan TIKI. E- Jurnal Manajemen UNUD, 7 No. 5.
Widanti, A., Abdillah, W., dan Murni, T. (2022). Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Niat Pembelian Ulang Pada Konsumen Hypermart. Jurnal Ilmiah Manajemen, 17(2), 172–186.
Wiradarma, I. W. A. dan Respati, N. N. R. (2020). Peran customer satisfaction memediasi pengaruh service quality terhadap repurchase intention pada pengguna lazada di denpasar. E-Jurnal Manajemen Universitas Udayana, 9(2), 637-657.
Yaeri, K., Qiran, W., dan Taewoo, R. (2021). Do information and service quality affect perceived privacy protection, satisfaction, and loyalty? Evidence from a Chinese O2O-based mobile shopping application, Telematics and Informatics. Journal of Management, 56(1), 101–113.
Yuliantoro, N., Goeltom, V., Juliana, I. B., Pramono, R., dan Purwanto, A. (2019). Repurchase intention and word of mouth factors in the millennial generation against various brands of Boba drinks during the Covid 19 pandemic. African Journal of Hospitality, Tourism and Leisure, 8(2), 1-11.
Published
2024-10-26
How to Cite
WISMAYO, Kadek Siddhim; SUKAATMADJA, I Putu Gde.
WORD OF MOUTH MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP NIAT BELI ULANG.
E-Jurnal Manajemen, [S.l.], v. 13, n. 10, p. 1588 - 1602, oct. 2024.
ISSN 2302-8912. Available at: <https://ojs.unud.ac.id/index.php/manajemen/article/view/118240>. Date accessed: 21 nov. 2024.
doi: https://doi.org/10.24843/EJMUNUD.2024.v13.i10.p06.
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