Pengaruh emotional experience terhadap loyalitas yang dimediasi oleh eWOM.

DETAIL KOLEKSI

Pengaruh emotional experience terhadap loyalitas yang dimediasi oleh eWOM.

Oleh : Sudarsono Saputra

Info Katalog

Nomor Panggil : 022164515

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2020

Pembimbing 1 : Dyah Astarini

Subyek : Marketing - Management

Kata Kunci : emotional experience, eWOM, reputation, loyalty, hotel.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2020_TA_MJ_022164515_Halaman-Judul.pdf	17
2.	2020_TA_MJ_022164515_Bab-1.pdf	8
3.	2020_TA_MJ_022164515_Bab-2.pdf
4.	2020_TA_MJ_022164515_Bab-3.pdf
5.	2020_TA_MJ_022164515_Bab-4.pdf
6.	2020_TA_MJ_022164515_Bab-5.pdf
7.	2020_TA_MJ_022164515_Daftar-Pustaka.pdf	3
8.	2020_TA_MJ_022164515_Lampiran.pdf

Abstrak
Abstract

P enelitian ini bertujuan untuk meninjau lebih lanjut pengaruh emotional experience terhadap loyalitas yang dimediasi oleh eWOM. Pengumpulan data dilakukan dengan menyebar kuesioner kepada 170 responden yang sudah pernah menginap di hotel dan sudah mengunggah ulasan positif mengenai pengalaman menginap di hotel. Penelitian ini menggunakan metode non probability sampling, dengan analisis data menggunakan Structural equation model (SEM) pada program AMOS 21 dan SPSS 24.Hasil penelitian ini menunjukan emotional experience mempengaruhi eWOM, dan reputasi. eWOM mempengaruhi loyalitas dan reputasi. Reputasi mempengaruhi loyalitas dan eWOM memediasi pengaruhi emotional experience terhadap loyalitas.

T his research mainly explored the further effect of emotional experience towards loyalty mediated by eWOM. Questionnaire survey was conducted with sample online and offline, with total 170 responses were collected from respondents who have stayed in the hotel and also have uploaded positive reviews about their hotels stays for these past a month. Non probability sampling were used to collected the data, structural equation model (SEM) analyses using AMOS 21 and SPSS 24 were used to test the hypotheses.The results shows that emotional experience have significant effect on ewom and reputation. eWOM have significant effect on loyalty and reputation. Reputation have significant effect on loyalty and eWOM, and also found that emotional experience have significant effect on loyalty mediated by eWOM.