Analysis of The Effect of Electronic Word of Mouth (E- Wom), Brand Image, Perceived Quality, And Customer Satisfaction in The Millennial Generation (Study in Finpay Money in Pt Finned Indonesia)

Rachmawati, Indira; DAMAYANTI, NABILA ZORAIDHA

doi:10.46254/AP03.20220682

This research is a quantitative descriptive study undertaken at PT. In this study, research was conducted on the
phenomena of users' attitudes in delivering replies, perceptions, and satisfaction, as well as how users were able to
have an influence on growing the usage of the Finpay Money Application, which was developed by PT.Finnet
Indonesia. This research's demographic and samples consist of active Finpay Money Application users belonging to
the millennial generation. This study employs descriptive analysis and multivariate analytic methodologies, with
data processing performed using SEM-PLS. In addition to the effect of E-WOM on repurchase intention and the
influence of perceived quality on customer satisfaction, this study's findings indicate that brand image influences
repurchase intent, customer satisfaction influences repurchase intention, and E-WOM influences brand image. The
results had no substantial impact on the perceived quality of repurchase intention.

Keywords
E-WOM (Electronic Word of Mout 1, Brand Image 2, Perceived Quality 3, Customer Satisfaction 4

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Analysis of The Effect of Electronic Word of Mouth (E- Wom), Brand Image, Perceived Quality, And Customer Satisfaction in The Millennial Generation (Study in Finpay Money in Pt Finned Indonesia)