The Influence of WOM and Brand Image on Customer Trust and Satisfaction at BANK CENTRAL ASIA (BCA)
Purpose: The purpose of this study was to determine the satisfaction of BCA customers in Surabaya, through Word of Mouth (WOM), Brand Image, and Trust. Design/methodology/approach: The research method used is quantitative research, with 200 respondents, through the distribution of questionnaires...
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| _version_ | 1832575351325196288 |
|---|---|
| author | Lilik Indrawati Thyophoida Wanty Suriany Panjaitan |
| author_facet | Lilik Indrawati Thyophoida Wanty Suriany Panjaitan |
| author_sort | Lilik Indrawati |
| collection | DOAJ |
| description |
Purpose: The purpose of this study was to determine the satisfaction of BCA customers in Surabaya, through Word of Mouth (WOM), Brand Image, and Trust.
Design/methodology/approach: The research method used is quantitative research, with 200 respondents, through the distribution of questionnaires to BCA Bank customers in Surabaya. The sampling technique used purposive sampling followed by snowball sampling technique. This study uses a 5 scale likert scale.
Findings: The results obtained state that word of mouth (WOM) and brand image have a significant effect on trust, as well as word of mouth (WOM), brand image and trust have a significant effect on BCA Bank customer satisfaction in Surabaya. Trust (T) is a partial mediation variable between BI and satisfaction and between WOM and satisfaction.
Research limitations/implications: This research has limitations, namely the distribution of data only in the city of Surabaya.
Practical implications: Data processing using Structural Equation Modeling (SEM) WarpPLS.
Originality/value: This paper is original
Paper type: Research paper
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| format | Article |
| id | doaj-art-2135d17f1e1a4e649821325d6968d906 |
| institution | Kabale University |
| issn | 2597-4750 2597-4785 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | LPPM of Narotama University Surabaya |
| record_format | Article |
| series | IJEBD (International Journal of Entrepreneurship and Business Development) |
| spelling | doaj-art-2135d17f1e1a4e649821325d6968d9062025-02-01T09:14:24ZengLPPM of Narotama University SurabayaIJEBD (International Journal of Entrepreneurship and Business Development)2597-47502597-47852025-01-018110.29138/ijebd.v8i1.3086The Influence of WOM and Brand Image on Customer Trust and Satisfaction at BANK CENTRAL ASIA (BCA)Lilik Indrawati0Thyophoida Wanty Suriany PanjaitanUniversitas Katolik Darma Cendika Purpose: The purpose of this study was to determine the satisfaction of BCA customers in Surabaya, through Word of Mouth (WOM), Brand Image, and Trust. Design/methodology/approach: The research method used is quantitative research, with 200 respondents, through the distribution of questionnaires to BCA Bank customers in Surabaya. The sampling technique used purposive sampling followed by snowball sampling technique. This study uses a 5 scale likert scale. Findings: The results obtained state that word of mouth (WOM) and brand image have a significant effect on trust, as well as word of mouth (WOM), brand image and trust have a significant effect on BCA Bank customer satisfaction in Surabaya. Trust (T) is a partial mediation variable between BI and satisfaction and between WOM and satisfaction. Research limitations/implications: This research has limitations, namely the distribution of data only in the city of Surabaya. Practical implications: Data processing using Structural Equation Modeling (SEM) WarpPLS. Originality/value: This paper is original Paper type: Research paper https://jurnal.narotama.ac.id/index.php/link/article/view/1692%0Ahttps:/jurnal.narotama.ac.id/index.php/link/article/download/1692/1161/index.php/tsl/index.php/njts/index.php/maju/index.php/maju/index.php/ijebd/article/view/2612/index.php/jap/index.php/ijeeit/index.php/mgs/index.php/mgs/index.php/ijebd/index.php/scj/public/journals/10/journalThumbnail_en_US.jpg/index.php/index/public/journals/10/journalThumbnail_en_US.jpg/public/journals/26/journalThumbnail_en_US.jpg/public/journals/16/journalThumbnail_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/site/pageHeaderTitleImage_en_US.jpg/public/site/pageHeaderTitleImage_en_US.jpg/public/site/pageHeaderTitleImage_en_US.jpg/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/index.php/ijieeb/index.php/scj/article/view/2837/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/journals/23/journalThumbnail_en_US.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/journals/23/journalThumbnail_en_US.png/public/journals/23/journalThumbnail_en_US.png/public/journals/6/journalThumbnail_en_US.jpg/public/journals/25/journalThumbnail_en_US.jpg/index.php/maju/index.php/pac/index.php/ijebd/article/view/3086Word of Mouth; Brand Image; Trust dan Kepuasan |
| spellingShingle | Lilik Indrawati Thyophoida Wanty Suriany Panjaitan The Influence of WOM and Brand Image on Customer Trust and Satisfaction at BANK CENTRAL ASIA (BCA) IJEBD (International Journal of Entrepreneurship and Business Development) Word of Mouth; Brand Image; Trust dan Kepuasan |
| title | The Influence of WOM and Brand Image on Customer Trust and Satisfaction at BANK CENTRAL ASIA (BCA) |
| title_full | The Influence of WOM and Brand Image on Customer Trust and Satisfaction at BANK CENTRAL ASIA (BCA) |
| title_fullStr | The Influence of WOM and Brand Image on Customer Trust and Satisfaction at BANK CENTRAL ASIA (BCA) |
| title_full_unstemmed | The Influence of WOM and Brand Image on Customer Trust and Satisfaction at BANK CENTRAL ASIA (BCA) |
| title_short | The Influence of WOM and Brand Image on Customer Trust and Satisfaction at BANK CENTRAL ASIA (BCA) |
| title_sort | influence of wom and brand image on customer trust and satisfaction at bank central asia bca |
| topic | Word of Mouth; Brand Image; Trust dan Kepuasan |
| url | https://jurnal.narotama.ac.id/index.php/link/article/view/1692%0Ahttps:/jurnal.narotama.ac.id/index.php/link/article/download/1692/1161/index.php/tsl/index.php/njts/index.php/maju/index.php/maju/index.php/ijebd/article/view/2612/index.php/jap/index.php/ijeeit/index.php/mgs/index.php/mgs/index.php/ijebd/index.php/scj/public/journals/10/journalThumbnail_en_US.jpg/index.php/index/public/journals/10/journalThumbnail_en_US.jpg/public/journals/26/journalThumbnail_en_US.jpg/public/journals/16/journalThumbnail_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/site/pageHeaderTitleImage_en_US.jpg/public/site/pageHeaderTitleImage_en_US.jpg/public/site/pageHeaderTitleImage_en_US.jpg/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/index.php/ijieeb/index.php/scj/article/view/2837/public/site/pageHeaderTitleImage_en_US.jpg/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/journals/23/journalThumbnail_en_US.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/templates/images/ojs_brand.png/public/journals/23/journalThumbnail_en_US.png/public/journals/23/journalThumbnail_en_US.png/public/journals/6/journalThumbnail_en_US.jpg/public/journals/25/journalThumbnail_en_US.jpg/index.php/maju/index.php/pac/index.php/ijebd/article/view/3086 |
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