Pengaruh Word Of Mouth, Service Excellence dan Kepercayaan Konsumen Terhadap Keputusan Penggunaan Jasa Pada PT. Nusa Trans Bali di Denpasar

Abstract

The consumer's decision to use a product must be considered by the company to increase its competitiveness in the market. The purpose of this study was to determine the effect of word of mouth, service excellence and consumer trust on service use decisions at PT. Nusa Trans Bali in Denpasar. The total population is as many as 40 people so that all of them are used as research samples. Data were analyzed using multiple linear regression. The results of the analysis show that simultaneously or partially, word of mouth, service excellence and consumer trust influence the decision to use services at PT. Nusa Trans Bali in Denpasar is positive and significant. To PT. Nusa Trans Bali in Denpasar in order to increase its attractiveness to make consumers use the products offered by looking at the factors of word of mouth, service excellence and consumer trust.