Value Co-Creation terhadap Word Of Mouth melalui Customer Satisfaction Produk Kerajinan Kulit Sukaregang Garut

Wufron Wufron, Rohimat Nurhasan, Maria Rahmawati

Abstract


The purpose of carrying out this research is to see how the effect of shared creation value, the effect of customer satisfaction on word of mouth, and customer satisfaction in mediating the effect of the value of joint creation on the word mourning. This research method is descriptive and verification. Respondents involved were as many as 100 people. The method used in sampling using non-probability sampling. The research analysis method for testing uses a structural equation model with SmartPLS 3.0 tools. The results show that the value of co-creation has a significant effect on customer satisfaction, the value of co-creation has a significant effect on word of mouth, customer satisfaction has a significant effect on word of mouth, and customer satisfaction can mediate service quality.

References


Alma, B. (2014). Manajemen Pemasaran dan Pemasaran Jasa. Bandung: Alfabeta.

Assauri, S. (2013). Manajemen Pemasaran (Edisi 1). Jakarta: Raja Grafindo Persada.

Babin, B. J., Lee, Y., & Kim, E. (2005). Modeling consumer satisfaction and word-of-mouth : restaurant patronage in Korea. (May). https://doi.org/10.1108/08876040510596803

Borges, M. C., Souto, J. M. M., da Silva, A. R., Araujo, M. V., & de Menezes, D. C. (2016). Innovation based on value co-creation: An alternative for Brazilian wine? BIO Web of Conferences, 7, 03007. https://doi.org/10.1051/bioconf/20160703007

Godes, D., & Mayzlin, D. (2004). Communication Using Online Conversations to Study Word-of-Mouth Communication. (June 2014). https://doi.org/10.1287/mksc.1040.0071

Hery. (2019). Manajemen Pemasaran. Jakarta: PT Grasindo.

Kotler, P., & Keller, K. (2013). Marketing Manajemen. Pearson Education Inc.

Latief, R. (2018). Word of Mouth Communication Penjualan Produk. Surabaya: Media Sahabat Cendikia.

Luo, Y., Wang, W., & Sakura, W. (2019). Factors affecting service innovation, customer value toward customer satisfaction: Case on health care industry. Revista de Cercetare Si Interventie Sociala, 64, 213–222. https://doi.org/10.33788/rcis.64.17

Nuralam, I. P. (2017). Etika Pemasar dan Kepuasan Konsumen Dalam Pemsaran Perbankan Syariah (Cetakan Pe). Malang: UB Press.

Redlich, T., Moritz, M., & Wulfsberg, J. P. (2019). Co-Creation Reshaping Business and Society in the Era of Bottom-up Economics. Switzerland: Springer.

Sangadji, E. M., & Sopiah. (2013). Perilaku Konsumen - Pendekatan Praktis Disertai Himpunan Jurnal Penelitian (Edisi 1). Yogayakarta: ANDI.

Sernovitz, A. (2012). Word of Mouth Marketing How Smart Companies Get People Talking. Austin: Greenleaf Book Group Press.

Suhardi. (2018). Pengantar Manajemen dan Aplikasinya (Cetakan 1). Yogyakarta: Gava Media.

Thusyanthy, V., & Tharanikaran, V. (2017). Antecedents and Outcomes of Customer Satisfaction: A Comprehensive Review. International Journal of Business and Management, 12(4), 144. https://doi.org/10.5539/ijbm.v12n4p144

Vargo, S. L., & Lusch, R. F. (2015). Institutions and axioms : an extension and update of service-dominant logic. (July). https://doi.org/10.1007/s11747-015-0456-3

Vega-Vazquez, M., Revilla-Camacho, M. Á., & Cossío-Silva, F. J. (2013). The value co-creation process as a determinant of customer satisfaction. Management Decision, 51(10), 1945–1953. https://doi.org/10.1108/MD-04-2013-0227

Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business Research, 66(9), 1279–1284. https://doi.org/10.1016/j.jbusres.2012.02.026

Zhao, J., Tao, J., & Xiong, G. (2019). Online brand community climate, psychological capital, and customer value cocreation. Social Behavior and Personality, 47(3). https://doi.org/10.2224/sbp.7649




DOI: http://dx.doi.org/10.52434/jwe.v20i1.1094

DOI (Download (PDF) (Bahasa Indonesia)): http://dx.doi.org/10.52434/jwe.v20i1.1094.g908

Refbacks

  • There are currently no refbacks.


Faculty of Economics, Garut University

Samarang Street. Number. 52.A Tarogong kaler - Garut West Java 44151

(0262) 544-218

(0262) 231-013

Email : [email protected]

Email : [email protected]

Lisensi Creative Commons
Jurnal Wacana Ekonomi is an Online Journal of the Faculty of Economics: Scientific Creations and published Research Results Lisensi Creative Commons Atribusi-BerbagiSerupa 4.0 Internasional.

Visitors :

View My Stats

EISSN/PISSN:

 

Indexed by:

    

Supported by:

     

Copyright © journal.uniga.ac.id 2015