Purbandari, Eny and Sugandini, Dyah and Tri Sutiono, Heru (2018) WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN. Jurnal Manajemen dan Pemasaran Jasa, 11 (1). pp. 111-124. ISSN 0216 - 3780
|
Text
2355-6894-1-PB.pdf Download (712kB) | Preview |
Abstract
The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | service quality; price; image; satisfaction; and wordof mouth |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Social Sciences |
| Depositing User: | Dr.SE.MSi Dyah Sugandini |
| Date Deposited: | 16 Jan 2019 06:30 |
| Last Modified: | 18 Oct 2020 03:08 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/17903 |
Actions (login required)
 |
View Item |