CD Tesis

Pengaruh Kualitas Layanan Online Terhadap Kepuasan Dan Word Of Mouth Pada Badan Penyelenggara Jaminan Sosial Ketenagakerjaan Cabang Kampar

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This study aims to analyze the effect of e-service quality on satisfaction and word of mouth on customers at Badan Penyelenggara Jaminan Sosial Ketenagakerjaan Kampar Branch.
The research was conducted quantitatively with a causal and descriptive research design. The number of samples was 81 e-service utility customers using the simple random sampling method. The data collection techniques used in this study were surveys and observations. The measurement scale used is the Likert scale. The data analysis technique used is Partial Least Square (PLS) analysis with the SmartPLS application.
The results showed that online service quality (e-service quality) had a positive and significant effect directly on customer satisfaction, but not in word of mouth. Meanwhile, customer satisfaction has a significant and positive effect on word of mouth. While the quality of e-service has a positive and significant indirect effect on word of mouth through satisfaction.
Key words : E-Servqual, Satisfaction, Word Of Mouth

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0123)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2020

Deskripsi Fisik

xii, 88 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 220 (0123)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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