LITERRATURE REVIEW WORD OF MOUTH DALAM MEMBENTUK MINAT PEMBELIAN ULANG: KUALITAS PRODUK DAN KUALITAS PELAYANAN
DOI:
https://doi.org/10.38035/jmpis.v3i1.868Keywords:
Word of Mouth, Minat Beli Ulang, Kualitas Produk, dan Kualitas Pelayanan.Abstract
Dalam membentuk suatu penelitian diperlukan penelitian terdahulu yang relevan, hal ini berguna untuk memperkuat teori atau fenomena yang diangkat dalam penelitian. Melalui artikel literature review manajemen pemasaran ini maka dapat terbentuk hipotesis yang dapat digunakan pada riset selanjutnya. Artikel ini mereview faktor yang mempengaruhi word of mouth dan minat beli ulang melalui kualitas produk dan kualitas layanan. Hasil dari library research ini adalah bahwa: 1) Kualitas produk berpengaruh terhadap minat beli ulang; 2) Kualitas layanan berpengaruh terhadap minat beli ulang; 3) Kualitas produk berpengaruh terhadap word of mouth; 4) kualitas layanan berpengaruh terhadap word of mouth; dan 5) Word of mouth berpengaruh terhadap minat beli ulang.
References
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Ali, Hapzi, & Limakrisna, N. (2013). Metodologi Penelitian (Petunjuk Praktis untuk Pemecahan Masalah Bisnis, Penyusunan Skripsi, Tesis, dan Disertasi).
Anggaeni, M., Farida, N., & Listyorini, S. (2015). Pengaruh Perceived Value Dan Brand Image Terhadap Repurchase Intention Melalui Word of Mouth Sebagai Variabel Intervening Smartphone Samsung Galaxy Series. Jurnal Ilmu Administrasi Bisnis, 4(4), 191–198.
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Chinomona, R., & Maziriri, E. T. (2017). The influence of brand awareness, brand association and product quality on brand loyalty and repurchase intention: a case of male consumers for cosmetic brands in South Africa. Journal of Business and Retail Management Research, 12(1).
Choudhury, K. (2014). Service quality and word of mouth: a study of the banking sector. International Journal of Bank Marketing, 32(7).
Christina Sirait, W., & Ali, H. (2017). Decision Model Becoming Customer: Service Quality, Perceived Price, and Promotion (Case Study on PT. XYZ Media Company, Jakarta). Saudi Journal of Humanities and Social Sciences, 2(3), 287–298. https://doi.org/10.21276/sjhss.2017.2.3.12
Faradisa, I., Hasiholan, L., & Minarsih, M. (2016). ANALISIS PENGARUH VARIASI PRODUK, FASILITAS, DAN KUALITAS PELAYANAN TERHADAP MINAT BELI ULANG KONSUMEN PADA INDONESIAN COFFEESHOP SEMARANG (ICOS CAFÉ). Journal of Management, 2, (2).
Fauzy, H. M., & Ali, H. (2019). Brand Trust Model: Analysis of Online Consumer Behavior, Consumer Satisfaction and Repurchase Intention (An empirical study on Hypermart Supermarket in Indonesia).
Firmansyah, N., & Ali, H. (2019). Consumer Trust Model: The Impact of Satisfaction and E-Service Quality toward Repurchase Intention in E-Commerce. Saudi Journal of Humanities and Social Sciences, 4(8), 552–559. https://doi.org/10.21276/sjhss.2019.4.8.4
Gersom Hendarsono, S. S. (2013). Analisa Pengaruh Experiental Marketing terhadap Minat Beli Ulang Konsumen. Jurnal Manajemen Pemasaran, 1(2), 1–8.
Godes, D. (2017). Product Policy in Markets with Word-of-Mouth Communication. Management Science, 63(1), 267–278. https://doi.org/https://doi.org/10.1287/mnsc.2015.2330
Hairiyah, S., & Ali, H. (2017). Customer Decision Analysis in Taking Multipurpose Loan?: Promotions , Locations and Credit Procedures ( A Case of the Bank " PQR Jakarta "). Saudi Journal of Business and Management Studies, 2(3), 149–156. https://doi.org/10.21276/sjbms.2017.2.3.6
Herizon, S., & Syaiful, A. (2017). ANALISIS PENGARUH KUALITAS PELAYANAN, HARAPAN KONSUMEN DAN KEPUASAN KONSUMEN TERHADAP (WORD OF MOUTH POSITIF) (Studi Pada Pasien Rumah Sakit Bhayangkara Tk. III Jitra Bengkulu). Universitas Bengkulu.
Hidayah, S. A., & Apriliani, R. A. E. (2019). Analisis Pengaruh Brand Image, Harga, Kualitas Produk, Dan Daya Tarik Promosi Terhadap Minat Beli Ulang Konsumen Batik Pekalongan (Studi Pada Pasar Grosir Setono Batik Pekalongan). Journal of Economic, Business and Engineering, 1(1), 24–31. https://ojs.unsiq.ac.id/index.php/jebe/article/view/872
Hudaya, A. (2020). Analisa Factor yang Mempengaruhi Niat Pembelian Kembali pada Private Label. Urnal Ilmiah Manajemen Dan Bisnis, 6(1), 335217.
Ikhsani, K., & Ali, H. (2017). Keputusan Pembelian: Analisis Kualitas Produk, Harga dan Brand Awareness (Studi Kasus Produk Teh Botol Sosro di Giant Mall Permata Tangerang). Jurnal SWOT, VII(3), 523–541.
ILYAS, G. B., RAHMI, S., TAMSAH, H., MUNIR, A. R., & PUTRA, A. H. P. K. (2020). Reflective model of brand awareness on repurchase intention and customer satisfaction. The Journal of Asian Finance, Economics, and Business, 7(9), 427–438.
Indarsin, T., & Ali, H. (2017). Attitude toward Using m-Commerce: The Analysis of Perceived Usefulness Perceived Ease of Use, and Perceived Trust: Case Study in Ikens Wholesale Trade, Jakarta – Indonesia. Saudi Journal of Business and Management Studies. https://doi.org/https://doi.org/10.21276/sjbms.2017.2.11.7
Indriani, A., & Nurcaya, I. (2015). Pengaruh Kualitas Pelayanan Terhadap Word of Mouth Yang Dimediasi Oleh Kepercayaan Pelanggan Pada Pt. Auto Bagus Rent a Car Denpasar. E-Jurnal Manajemen Universitas Udayana, 4(5), 255219.
Irwanto, A., & Rohman, F. (2013). Analisis Pengaruh Kualitas Produk dan Strategi Harga terhadap Kepuasan Pelanggan, dan Pengaruhnya pada Terbentuknya Word-of-mouth di Perumahan Madani Group Jabodetabek. Jurnal Aplikasi Manajemen, 11(1), 85–94.
Japarianto, E. (2019). Pengaruh Retail Service Quality Terhadap Minat Berkunjung Ulang Mall Di Surabaya Melalui Perceived Quality dan Customer Satisfaction Sebagai Variabel Intervening. Jurnal Manajemen Pemasaran, 13(1), 17–26.
Joesyiana, K. (2018). Pengaruh Word Of Mouth Terhadap Keputusan Pembelian Konsumen Pada Media Online Shop Shopee Di Pekabaru (Survey pada Mahasiswa Semester VII Jurusan Pendidikan Akuntansi Fakultas Keguruan dan Ilmu Pendidikan Universitas Islam Riau). Jurnal Valuta, Vol. 4(1), 71–85.
JOHANNA P, M. Y. R. A. (2006). Analisis Faktor-Faktor yang Mempengaruhi Minat Beli Ulang (Studi Kasus Konsumen Pada Mandala Airline-Semarang). Doctoral Dissertation, Program Pascasarjana Universitas Diponegoro.
Kurniawan, D. A. (2016). Pengaruh Persepsi Harga, Kualitas Pelayanan dan Citra Terhadap Niat Konsumen untuk Word of Mouth dengan Kepuasan sebagai Variabel Mediasi (Survei pada BPJS di Kabupaten Ponorogo). Al Tijarah, 2(1), 94–118.
Laksono, J. A. (2013). Analisis faktor-faktor yang mempengaruhi kepuasan Konsumen Serta Pengaruhnya Terhadap Word of Mouth (WOM) Pada CV Aneka Usaha di Semarang. Diponegoro University.
Larasetiati, M., & Ali, H. (2019). Model of Consumer Trust: Analysis of Perceived Usefulness and Security toward Repurchase Intention in Online Travel Agent. Saudi Journal of Economics and Finance, 3(8), 350–357. https://doi.org/10.21276/sjef.2019.3.8.5
Leonnard, S., Comm, M., & Thung, F. (2017). The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services. Journal of Process Management. New Technologies, 5(4), 30–40. https://doi.org/10.5937/jouproman5-15210
Lestari, A. (2013). PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP WORD OF MOUTH DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (STUDI PADA PENGUNJUNG TIMEZONE PLAZA SURABAYA). Buletin Ekonomi, 11(1), 1–86.
Lonardo, L., & Soelasih, Y. (2014). Analisis Pengaruh Kualitas Produk, Harga, dan Lingkungan Fisik Perusahaan Kue Lapis Legit XYZ Terhadap Kepuasan Konsumen Dalam Membangun Word of Mouth Positif. Jurnal Manajemen, 11(1), 28–40.
M, A., & Ali, H. (2017). Model Kepuasan Pelanggan: Analisis Kualitas Produk Dan Kualitas Layanan Terhadap Citra Merek Pada Giant Citra Raya Jakarta. Jurnal Manajemen, 21(3), 317–335. https://doi.org/https://doi.org/10.24912/jm.v21i3.254
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2022-02-22
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Prinia, D. ., Rizki Ibnu Fatih, M., & Deriefca Rahmawati, N. . (2022). LITERRATURE REVIEW WORD OF MOUTH DALAM MEMBENTUK MINAT PEMBELIAN ULANG: KUALITAS PRODUK DAN KUALITAS PELAYANAN. JURNAL MANAJEMEN PENDIDIKAN DAN ILMU SOSIAL, 3(1), 225–239. https://doi.org/10.38035/jmpis.v3i1.868
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