The role of service quality and perceived value on word of mouth for e-commerce application users
Keywords:
Service quality, Perceived value, Word of Mouth, E-commerce, ApplicationsAbstract
The purpose of the study is to determine and analyze the effect of service quality on satisfaction in the use of Shopee, the effect of service quality on trust in the use of Shopee, the effect of perceived value on trust in the use of Shopee, the effect of perceived value on loyalty in the use of Shopee, the effect of satisfaction on WOM in the use of Shopee, the effect of trust on WOM in the use of Shopee. The influence of loyalty to WOM in the use of Shopee. The results showed four accepted hypotheses, while the other three were rejected. The first hypothesis is accepted, namely that service quality has a direct and significant effect on satisfaction. While the second hypothesis is accepted, service quality has a significant direct effect on trust.
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