Khalimatus Sadiyah, Elliv Hidayatul Lailiyah, Sri Yaumi, Sawabi Sawabi
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引用次数: 0
Abstract
This study intend to examine the influence of service quality and price on Customer satisfaction with electronic word of mouth as a moderating variable. A quantitative research with a descriptive approach used inthis study. The sample in this study are Customers who make purchases at CV. Amelia Sukses Mandiri Lamongan, totaling 100 respondents. Primary data collected by a questionnaire survey are the data used in this study. Data analysis used Moderated Regression Analysis (MRA). The results showed that service quality had an effect on customer satisfaction. Price has an effect on Customer satisfaction. Electronic word of mouth is able to moderate the effect of service quality on Customer satisfaction, as well as electronic word of mouth is able to moderate the effect of price on Customer satisfaction
本研究以电子口碑为调节变量，探讨服务品质与价格对顾客满意的影响。本研究采用描述性方法进行定量研究。本研究的样本是在CV上购物的顾客。Amelia Sukses Mandiri Lamongan，总共100名受访者。通过问卷调查收集的原始数据是本研究使用的数据。数据分析采用适度回归分析(MRA)。结果表明，服务质量对顾客满意度有影响。价格对顾客满意有影响。电子口碑能够调节服务质量对顾客满意的影响，电子口碑能够调节价格对顾客满意的影响
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