Pengaruh service failure dan service recovery terhadap ewom melalui customer satisfaction pada konsumen yang membeli makanan dari online food delivery platform di Malaysia
Info Katalog
File Repositori
Nomor Panggil : 122012016011
Subyek : strategic management
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2024
Pembimbing 1 : Kurniawati
Kata Kunci : service failure, Apology, Explanation, Problem-Solving, Response Speed, Effort, satisfaction with s
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2023_TS_MMJ_122012016011_Halaman-Judul.pdf | 9 | |
| 2. | 2023_TS_MMJ_122012016011_Lembar-Pengesahan.pdf | 5 | |
| 3. | 2023_TS_MMJ_122012016011_Bab-1_Pendahuluan.pdf | 11 | |
| 4. | 2023_TS_MMJ_122012016011_Bab-2_Tinjauan-Pustaka.pdf |
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| 5. | 2023_TS_MMJ_122012016011_Bab-3_Metode-Penelitian.pdf | 13 |
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| 6. | 2023_TS_MMJ_122012016011_Bab-4_Analisis-dan-Pembahasan.pdf | 20 |
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| 7. | 2023_TS_MMJ_122012016011_Bab-5_Simpulan-dan-Saran.pdf | 3 | |
| 8. | 2023_TS_MMJ_122012016011_Daftar-Pustaka.pdf | ||
| 9. | 2023_TS_MMJ_122012016011_Lampiran.pdf | 9 |
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P Penelitian ini menguji pengaruh kegagalan layanan, Permintaan Maaf, Penjelasan,Pemecahan Masalah, Kecepatan Respon, Upaya, Kepuasan Pemulihan Layanan, danPengaruh Pemulihan Layanan terhadap Electronic Word-of-Mouth (eWOM) melaluiKepuasan Pemulihan Layanan. di antara konsumen yang membeli makanan dari platformpesan-antar makanan online di Malaysia. Penelitian ini bertujuan untuk menyelidikihubungan antara pemulihan layanan dan eWOM dengan mempertimbangkan peran mediasikepuasan terhadap pemulihan layanan. Hal ini bertujuan untuk memahami bagaimanaupaya pemulihan layanan yang efektif dapat mempengaruhi kepuasan pelanggan danselanjutnya mengarah pada perilaku eWOM yang positif di kalangan konsumen layananpesan-antar makanan online di Malaysia. Untuk mencapai tujuan ini, pendekatan penelitiankuantitatif akan digunakan, yang melibatkan pengumpulan data melalui kuesioner surveidari sampel konsumen Malaysia yang telah menggunakan platform pesan-antar makananonline. Kuesioner tersebut akan mengukur 280 persepsi konsumen terhadap pemulihanlayanan, kepuasan terhadap pemulihan layanan, dan kemungkinan mereka untuk terlibatdalam aktivitas eWOM yang positif. Temuan penelitian ini akan berkontribusi padaliteratur yang ada mengenai pemulihan layanan, kepuasan pelanggan, dan eWOM dalamkonteks platform pesan-antar makanan online di Malaysia.
T This research examines the effect of service failure, Apology, Explanation, ProblemSolving, Response Speed, Effort, satisfaction with service recovery, and the effect of servicerecovery on electronic word-of-mouth (eWOM) through satisfaction with service recoveryamong consumers who purchase food from online food delivery platforms in Malaysia.The study aims to investigate the relationship between service recovery and eWOM byconsidering the mediating role of satisfaction with service recovery. It seeks to understandhow effective service recovery efforts can influence customer satisfaction and subsequentlylead to positive eWOM behaviors among Malaysian consumers of online food deliveryservices. To achieve these objectives, a quantitative research approach will be employed,involving the collection of data through a survey questionnaire from a sample of Malaysianconsumers who have utilized online food delivery platforms. The questionnaire willmeasure 280 consumers' perceptions of service recovery, satisfaction with servicerecovery, and their likelihood to engage in positive eWOM activities.The findings of this study will contribute to the existing literature on service recovery,customer satisfaction, and eWOM in the context of online food delivery platforms inMalaysia.
