e-WOM: Suatu Kajian Pustaka
DOI:
https://doi.org/10.62337/jsse.v2i2.39Keywords:
e-WOM, pelanggan, pelayanan, merekAbstract
Penelitian ini bertujuan untuk mengetahui variabel-variabel yang berhubungan dengan e-wom, baik secara langsung maupun tidak langsung. Penelitian ini menggunakan metode tinjauan literatur sistematis dan menggunakan 16 artikel penelitian sebagai bahan penelitian. Artikel-artikel tersebut dikumpulkan dari sciencedirect.com, emerald.com, dan scopus.com. e-WOM telah menjadi faktor penting dalam keputusan pembelian konsumen. Penelitian menunjukkan bahwa e-WOM dapat mempengaruhi kesadaran merek, persepsi kualitas, dan niat beli konsumen. Kualitas produk atau jasa yang baik dapat meningkatkan kemungkinan konsumen untuk memberikan e-WOM yang positif. Konsumen yang puas dengan produk atau layanan lebih mungkin untuk memberikan e-WOM yang positif. Konsumen lebih cenderung mempercayai e-WOM yang berasal dari sumber yang terpercaya. Konsumen lebih cenderung memberikan e-WOM jika mereka merasa bahwa orang lain akan memperhatikan e-WOM tersebut. Konsumen yang memiliki waktu dan kemampuan lebih mungkin untuk memberikan e-WOM.
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