PENGARUH KUALITAS LAYANAN TERHADAP WORD OF MOUTH MELALUI KEPUASAN PASIEN RSUD DR SOETOMO GRAHA AMERTA

DIDIK WAHYUDI

Abstract


Abstract: This study aims to analyze and discuss the effect of service quality on word of mouth and satisfation as an intervening variable. This research is conclusive. The population in this study is the Patients in the Hospital Clinic of Dr. Soetomo Graha Amerta. Samples are taken of 110 respondents with a proportional sampling and sampling incidental techniques. Measuring instrument used were questionnaires, the data were analyzed with path analysis. The results showed that the service quality has a significant direct effect on satisfation, service quality has a significant direct effect on word of mouth, satisfation has a significant direct effect on word of mouth, and there is an indirect effect of service quality to word of mouth through satisfaction.

Keywords:service quality, word of mouth and satisfaction.





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