Pengaruh Word Of Mouth, Customer Experience, Dan Kualitas Layanan Terhadap Keputusan Penggunaan Jasa PT. Pos Indonesia (Persero) Kota Probolinggo

Ela Widiyantari; Muhammad Syarif Hidayatullah Elmas; Agung Yatiningrum

doi:10.51747/jumad.v2i4.2043

Ela Widiyantari Universitas Panca Marga
Muhammad Syarif Hidayatullah Elmas Univesitas Panca Marga
Agung Yatiningrum Univesitas Panca Marga

DOI: https://doi.org/10.51747/jumad.v2i4.2043

Keywords: Word Of Mouth, Customer Experience, Service Quality

Abstract

This study was conducted with the aim of knowing whether there is a positive and significant effect of Word Of Mouth on the Decision to Use Services of PT Pos Indonesia (Persero) Probolinggo City, knowing whether there is a positive and significant effect of Customer Experience on the Decision to Use Services of PT Pos Indonesia (Persero) Probolinggo City, knowing whether there is a positive and significant effect of Service Quality on the Decision to Use Services of PT Pos Indonesia (Persero) Probolinggo City.

The type of research used in this study is quantitative research with a Causal Associative approach with Word Of Mouth, Customer Experience, and Service Quality as independent variables and Service Usage Decisions as the dependent variable. The population in this study were service users at PT Pos Indonesia (Persero) Probolinggo City with a sample of 90 respondents and the sampling technique used

Based on the results of hypothesis testing, it shows that Word Of Mouth, Customer Experience, and Service Quality have a positive and significant effect on the Decision to Use Services of PT. Pos Indonesia (Persero) Probolinggo City.

Keywords: Word Of Mouth, Customer Experienece, Service Quality, Service Usage Decision

References

Hair Jr, J. F., William, C. B., & J Babin, B. (2014). Multivariate Data Analysis (Seventh). Pearson Education Limited.
Herawati, H. (2016). Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Keputusan Penggunaan Jasa Pada Rumah Sakit Umum Daerah (RSUD) Waluyo Jati Kraksaan Kabupaten Probolinggo. Jurnal Ecobuss, 4(1), 1–9.
Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan (Pertama, Vol. 13, Issue 1). Unitomo Press.
Janah, M., Haryanti, I., & Ernawati, S. (2023). Pengaruh Customer Experience Dan Kepuasan Terhadap Keputusan Pembelian Ulang Di Foodbox Kota Bima. Journal of Management and Social Sciences, 2(3), 216–237.
Pramata, A. S., Susena, K. C., Prima, E., & Damarsiwi, M. (2023). Pengaruh Customer Experience Dan Customer Satisfaction Terhadap Minat Menggunakan Jasa Hotel Grand Seven One Manna. Journal of Indonesia Management (JIM), 23(1), 113–128.
Priansa, D. J. (2017). Komunikasi Pemasaran Terpadu (Pertama). CV Pustaka Setia.
Rahmansyah, A. I., Balqis, N. S., Rahajeng, Y., Elmas, M. S. H., & Masluha, S. (2022). The Effect of Non Perfoming Financing and Financing to Deposit Ratio On Return On Assets. Assets : Jurnal Ilmiah Ilmu Akuntansi, Keuangan Dan Pajak, 6(2), 100–107. https://doi.org/10.30741/assets.v6i2.849
Rahmansyah, A. I., Wardayati, S. M., & Miqdad, M. (2021). Audit Committee, Board, and Audit Report Lag. Wiga : Jurnal Penelitian Ilmu Ekonomi, 11(1), 19–30. https://doi.org/10.30741/wiga.v11i1.577
Ramdhani, R., & Karsa, S. I. (2019). Pengaruh Word of Mouth Terhadap Keputusan Menggunakan Jasa Wedding Photography dan Videography Production House Elok Moments The effect of word of mouth on decisions using the services of wedding photography and videography production house elok moments v.
Rina Cholis Irawan Sagala, N., Purbawati, D., & Listyorini, S. (2023). Pengaruh E-Service Quality Dan Customer Experience Terhadap Keputusan Pembelian (Pengguna Layanan Gofood Mahasiswa Fisip Universitas Diponegoro Semarang). Jurnal Ilmu Administrasi Bisnis, 12(1), 266–275. https://doi.org/10.14710/jiab.2023.37303
Sandi, B. (2017). Pengaruh E-Wom dan costumer experience terhadap keputusan pembelian produk pakaian di situs jual beli online Tokopedia. Management and Business Review, 1(2), 106–115. https://doi.org/10.21067/mbr.v1i2.4766
Sasmita, S., Hidayatullah Elmas, M. S., & Priantono, S. (2023). Pengaruh Customer Experience, Servicescape Dan Destination Image Terhadap Revisit Intention Di Pantai Bahak Indah Tongas Kabupaten Probolinggo. JUMAD : Journal Management, Accounting, & Digital Business, 1(2), 181–190. https://doi.org/10.51747/jumad.v1i2.1354
Subita, N. K., Hartati, P. S., & Dewi, I. A. S. (2022). Pengaruh Kualitas Pelayanan dan Word Of Mouth terhadap Keputusan Penggunaan Jasa. Widya Amrita: Jurnal Manajeman, Kewirausahaan Dan Pariwisata, 2(1), 64–72.
Sudarmin. (2023). Pengaru Word of Mouth dan Citra Merek terhadap Keputusan Pembelian Produk MS GLOW. 21(3), 310–316.
Sugiyono. (2019). Metode Penelitian Kuantitatif Kualitatif dan R&D (Sutopo (ed.); Cetakan ke). Alfabeta CV.
Wijaya, A., Vincent, W., & Tampubolon, M. (2024). Pengaruh Customer Experience Terhadap Keputusan Pembelian Produk Karung Goni Dan Kotak. Journal of Trends Economics and Accounting Research, 4(3), 640–646. https://doi.org/10.47065/jtear.v4i3.1027
Wuryantari, H. P. (2023). Pengaruh Kualitas Pelayanan , Promosi , Dan Citra Perusahaan Terhadap Keputusan Penggunaan Jasa Pada PT . Pos Indonesia Cabang Kediri. Journal of Creative Student Research, 1(5).