Pengaruh e-WOM Dan e-Trust Terhadap e-Satisfaction Pengguna Aplikasi BCA Mobile Di Kota Palembang

Putri, Tiara Adila (2024) Pengaruh e-WOM Dan e-Trust Terhadap e-Satisfaction Pengguna Aplikasi BCA Mobile Di Kota Palembang. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

This research aims to determine the influence of e-WOM and e-Trust on e-Satisfaction that occurs among BCA Mobile users, especially in the city of Palembang. The data used in this research are primary data and secondary data. The population in this research are people in the city of Palembang who use the BCA Mobile application. The sampling technique used was the purposive sampling method and 99 samples were obtained. Hypothesis testing is carried out using multiple regression analysis. The results of this research show that partially, the e-Trust variable has a positive and significant effect on e-Satisfaction, while the e-WOM variable has a positive but not significant effect on e-Satisfaction. Keywords: e-WOM, e-Trust, e-Satisfaction

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