PENGARUH E-WORD OF MOUTH DAN CITRA MEREK TERHADAP MINAT BELI ULANG PRODUK SOMETHINC MELALUI KEPUASAN PELANGGAN DI KOTA PEKANBARU

Yolla Afifah; Jumiati Sasmita; Samsir Samsir

doi:10.31539/3aqyxx43

Authors

Yolla Afifah Universitas Riau
Jumiati Sasmita Universitas Riau
Samsir Samsir Universitas Riau

DOI:

https://doi.org/10.31539/3aqyxx43

Keywords:

E-Word of Mouth, Citra Merek, Kepuasan Pelanggan, Minat Beli Ulang, Somethinc

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh E-Word of Mouth (E-WOM) dan citra merek terhadap kepuasan pelanggan serta minat beli ulang pada produk Somethinc. Hasil analisis menunjukkan bahwa E-WOM berpengaruh positif terhadap kepuasan pelanggan karena ulasan dan rekomendasi online yang kredibel mampu meningkatkan kepercayaan dan persepsi kualitas produk. Citra merek juga terbukti berpengaruh positif terhadap kepuasan pelanggan melalui kekuatan reputasi, nilai emosional, dan kesesuaian dengan ekspektasi konsumen. Selain itu, E-WOM dan citra merek memiliki pengaruh positif terhadap minat beli ulang, baik secara langsung maupun melalui kepuasan pelanggan sebagai variabel mediasi. Kepuasan pelanggan menjadi faktor paling dominan yang mendorong minat beli ulang, karena pengalaman penggunaan produk yang konsisten dan memuaskan meningkatkan loyalitas serta komitmen konsumen untuk terus membeli produk Somethinc.

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