ANALISA PENGARUH ELECTRONIC WORD OF MOUTH (E-WOM), BRAND IMAGE, PERCEIVED QUALITY, DAN CUSTOMER SATISFACTION PADA GENERASI MILLENIAL (STUDY PADA FINPAY MONEY DI PT FINNET INDONESIA)

This research is a quantitative descriptive study undertaken at PT. Finnet Indonesia. In this study, research was conducted on the phenomena of users' attitudes in delivering replies, perceptions, and satisfaction, as well as how users could influence the growing usage of the Finpay Money Application, developed by PT. Finnet Indonesia. This research's demographic and samples consist of active Finpay Money Application users from 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. However, the results had no substantial impact on the perceived quality of repurchase intention.