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Title: Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Serta Dampaknya terhadap Word of Mouth (WOM), pada Koperasi Simpan Pinjam (KSP) Usaha Mandiri, Kota Bekasi, Jawa Barat
Authors: Bramantio
Advisors: Cut Erika Annanda
Keywords: service quality;word of mouth;customer satisfaction
Issue Date: 25-Jan-2017
Publisher: Jakarta: Fakultas Ekonomi dan Bisnis UIN Syarif Hidayatullah Jakarta
Abstract: The purpose of this research is to analyze the effect of service quality towards customer satisfaction and its impact od word of mouth a case study in Credit Union Usaha Mandiri in Bekasi. The research uses purposive sampling with 100 respondents Credit Union Usaha Mandiri in Bekasi. Data collected by questionnaires by using a 5 point Likert scale to measure 22 indicators. The analysis method that uses in this study is path analysis. The results of this study indicate that service quality influence significantly on customer satisfaction about 79%, service qualitiy variables influence significantly on word of mouth about 12,8%, and customer satisfaction influence significantly on word of mouth about 22,3%. The total influence of service quality and customer satisfaction on word of mouth are about 35,1%.
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