Pengaruh Word of Mouth (Talkers and Tools) Terhadap Keputusan Menggunakan Pelayanan Jasa GO-JEK

http://doi.org/10.22216/jbe.v4i2.4178


Siska Lusia Putri(1*), Lasti Yossi Hastini(2)

(1) Universitas Dharma Andalas
(2) Universitas Dharma Andalas
(*) Corresponding Author

Abstract


The purpose of this study was to analyze effect of WOM-Talkers of online transportation on using service of Go-Jek; to analyze effect of WOM-Tools of online transportation on using service of Go-Jek; and to analyze effect of word of mouth (WOM-Talkers and WOM-Tools) for taking decision on using service of Go-Jek. The data were collected from 384 respondents who has ever used Go-Jek for one years. The result of the study showed that (1) WOM-Talkers is positive and significant impact for taking decision on using service of Go-Jek; (2) WOM-Tools is positive and significant impact for taking decision on using service of Go-Jek; and (3) WOM-Talkers and WOM-Tools are stimultaneously have positive and significant for taking decision on using service of Go-Jek. The value of adjusted R Square indicators was 47.4%.


Penelitian ini bertujuan untuk menganalisis pengaruh WOM-Talkers terhadap pengambilan keputusan penggunaan jasa transportasi online Go-Jek di Kota Padang, menganalisis pengaruh WOM-Tools terhadap pengambilan keputusan penggunaan jasa transportasi online Go-Jek di Kota Padang, dan menganalisis pengaruh WOM-Talkers dan WOM-Tools secara bersama-sama terhadap pengambilan keputusan penggunaan jasa transportasi online Go-Jek di Kota Padang. Penelitian ini melibatkan 384 responden yang pernah menggunakan Go-Jek selama 1 tahun. Hasil yang diperoleh dari penelitian adalah (1) WOM-Talkers berpengaruh positif dan signifikan terhadap keputusan pembelian; (2) WOM-Tools berpengaruh positif dan signifikan terhadap keputusan pembelian; dan (3) WOM-Talkers dan WOM-Tools mampu menjelaskan pengaruhnya terhadap Keputusan Pembelian sebesar 47.4%. 


Keywords


decision; GO-JEK; WOM-talkers; WOM-tools; word of mouth

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