Pengaruh Aktivitas Website, Penanganan Komplain, dan Iklan Terhadap Niat Untuk Memberikan Rekomendasi
DOI:
https://doi.org/10.59422/lbm.v1i01.51Keywords:
aktivitas website, penanganan komplain, iklan, niat untuk memberikan rekomendasiAbstract
Penelitian ini bertujuan menguji pengaruh aktivitas website, penanganan komplain, dan iklan terhadap niat untuk memberikan rekomendasi. Sebanyak 200 data pengguna website perjalanan wisata diuji menggunakan software SPSS. Hasil analisis data menunjukkan bahwa ketiga variabel berpengaruh positif terhadap niat untuk memberikan rekomendasi
References
Cai, R., & Chi, C. G. Q. (2018). The impacts of complaint efforts on customer satisfaction and loyalty. Service Industries Journal, 38(15–16), 1095–1115. https://doi.org/10.1080/02642069.2018.1429415
Cooper, D. R., & Schindler, P. S. (2014). Business Research Methods (12th ed.). New York: McGraw-Hill Irwin.
Filieri, R., Alguezaui, S., & McLeay, F. (2015). Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tourism Management, 51, 174–185. https://doi.org/10.1016/j.tourman.2015.05.007
Hair, J. F. J., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis (7th Edition) (p. 761). p. 761. New Jersey: Pearson Prentice Hall.
Halstead, D. (2002). Negative word of mouth: Substitute for or supplement to consumer complaints? Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 1–12.
Hu, N., Pavlou, P. A., & Zhang, J. (2006). Can online reviews reveal a product’s true quality? 324–330. https://doi.org/10.1145/1134707.1134743
Keller, E., & Fay, B. (2009). The role of advertising in word of mouth. Journal of Advertising Research, 49(2), 154–158. https://doi.org/10.2501/S0021849909090205
Kotler, P., Kartajaya, H., & Setiawan, I. (2017). Marketing 4.0. New Jersey: John Wiley & Sons Ltd.
Mazzarol, T., Sweeney, J. C., & Soutar, G. N. (2007). Conceptualizing word-of-mouth activity, triggers and conditions: An exploratory study. European Journal of Marketing, 41(11–12), 1475–1494. https://doi.org/10.1108/03090560710821260
Singh, J. (1988). and Behavior : Definitional and Taxonomical Issues. 52(1980), 93–107.
Spss, I. (n.d.). SPSS V. 23 Guide.
Downloads
Published
Issue
Section
License
Copyright (c) 2023 Shely Rizki Hardiana, Asri Sekar Mawar Firdausi
This work is licensed under a Creative Commons Attribution 4.0 International License.
