The Influence Of Product Quality, Service Quality, And E-WOM On Consumer Satisfaction At MSME Angkringan 3208 Chatman
DOI:
https://doi.org/10.37676/jmea.v5i4.1899Keywords:
Product Quality, Service Quality, E-WOM, Consumer Satisfaction.Abstract
This study aims to determine and analyze the effects of product quality, service quality, and electronic Word of Mouth (e-WOM) on consumer satisfaction. This study employed a quantitative approach with a sample of 85 respondents. Data were collected to obtain information relevant to the research variables. The data were analyzed using multiple linear regression with the assistance of SPSS to examine the effects of each variable partially and simultaneously. The results show that, partially, product quality and service quality do not have a significant effect on consumer satisfaction. Meanwhile, e-WOM has a positive and significant effect on consumer satisfaction. Simultaneously, product quality, service quality, and e-WOM have a significant effect on consumer satisfaction. The coefficient of determination of 68.9% indicates that these three variables explain 68.9% of the variation in consumer satisfaction, while the remaining 31.1% is explained by other factors outside the research model
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