MENJEMBATANI ELECTRONIC WORD of MOUTH (e-WOM) DAN KEPUASAN KONSUMEN DENGAN INOVASI LAYANAN SERTA KUALITAS LAYANAN (Studi Pada Peserta BPJS Ketenagakerjaan Wilayah Provinsi Jawa Tengah)

KARTIKA SETYANINGTYAS, NOVIANA (2025) MENJEMBATANI ELECTRONIC WORD of MOUTH (e-WOM) DAN KEPUASAN KONSUMEN DENGAN INOVASI LAYANAN SERTA KUALITAS LAYANAN (Studi Pada Peserta BPJS Ketenagakerjaan Wilayah Provinsi Jawa Tengah). Thesis thesis, Universitas BPD.

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Abstract

This study aims to analyze the influence of Electronic Word of Mouth (e-WOM) on consumer satisfaction with service innovation and service quality as a mediating variable in BPJS Ketenagakerjaan participants in the Central Java Province Region. The population of all BPJS Ketenagakerjaan participants in the Semarang Region, with a sample of 100 respondents. The method uses quantitative descriptive with Partial Least Square Structural Equation Modeling (PLS-SEM) analysis. The results of e-WOM research have a positive effect on consumer satisfaction, service innovation, and service quality. Furthermore, service innovation and service quality have proven to have a positive effect on consumer satisfaction. Other findings show that service innovation and service quality play a mediator with the nature of partial complementary mediation in the influence of e-WOM on consumer satisfaction. The implication emphasizes the importance of BPJS Ketenagakerjaan to utilize participant input through e-WOM as a basis for improving innovation and service

Item Type: Thesis (Thesis)
Uncontrolled Keywords: e-WOM, Inovasi layanan, Kualitas layanan, Kepuasan layanan
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HM Sociology
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: Wisudawan S2
Date Deposited: 18 Oct 2025 02:53
Last Modified: 18 Oct 2025 02:53
URI: http://eprints.stiebankbpdjateng.ac.id/id/eprint/2875

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