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description Research paper public Trisakti School of Management

PENGARUH SATISFACTION, TRUST, DAN COMMITMENT TERHADAP WORD OF MOUTH GENERASI Z PADA KEDAI KOPI BERKONSEP GRAB & GO

Viany Djiemesha, Klemens Wedanaji Prasastyo
Published 28 August 2020

Abstract

The purpose of this study is to test the influence of beverage quality, personal interaction quality, and perceived quality on satisfaction and the influence of satisfaction, trust, and commitment on word-of-mouth from Generation Z customers of grab & go concept coffee shop. This research used primary data to obtained the information needed, by distributing the questionnaires at grab & go concept coffee shops in three cities (Bandung, Jakarta, and Surabaya) directly from January until April 2020 through purposive sampling. The data collected from 483 respondents is processed with Structural Equation Modeling method using WarpPLS 6.0 as a tool. The result of this study shows that beverage quality, personal interaction quality, and perceived quality have a significant effect on satisfaction, and satisfaction, trust, and commitment have a significant effect on word-of-mouth.

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  • visibility 412 views
  • get_app 197 downloads