Mahrinasari, Mahrinasari and Pandjaitan, Dorothy Rouly H. (2020) Building Loyalty through Usability and Satisfaction toward RedDoorz Web Site Services. Jour of Adv Research in Dynamical & Control Systems, Vol. 12, Issue-02, 2020.

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Abstract

This study aims to analyze the effect of satisfaction in building loyalty and positive word of mouth toward Red Doorz users in Bandar Lampung. The main objective is to examine a mediating effect of loyalty in the effect of satisfaction on Word of Mouth. To address these objectives, the quantitative research design was used by distributing the questionnaires to the 250 users of RedDoorz. The 200 usable data used was analyzed by Structural Equation Modelling Analysis, Based on Covariance. The results show that Loyalty plays a mediating role in the effect of Satisfaction on Word of Mouth. It means that the higher satisfaction of the users or customers has, the more loyalty will be created, then the higher positive word of mouth will be developed. This implies that the management must improve the consumers’ loyalty in terms of financial transactions whenever they book a hotel online due to still having a complaint towards financial transaction failure. Keywords- Red Doorz Covariance, Bandar Lampung,

Item Type: Article
Subjects: A General Works > AC Collections. Series. Collected works
Divisions: Fakultas Ekonomi dan Bisnis (FEB) > Prodi Manajemen
Depositing User: Dr DOROTHY ROULY PANDJAITAN
Date Deposited: 23 Nov 2020 07:05
Last Modified: 23 Nov 2020 07:05
URI: http://repository.lppm.unila.ac.id/id/eprint/26694

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