DETAIL KOLEKSI

Pengaruh service quality terhadap word of mouth


Oleh : Negritta Saraswati

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2011

Pembimbing 1 : Harsini Sutomo

Subyek : Service industries - quality control;marketing;consumer satisfaction

Kata Kunci : service quality, satisfaction, word of mouth


File Repositori
No. Nama File Ukuran (KB) Status
1. 2012_TA_MJ_022060251_1.pdf 413.29
2. 2012_TA_MJ_022060251_2.pdf 272.85
3. 2012_TA_MJ_022060251_3.pdf 320.74
4. 2012_TA_MJ_022060251_4.pdf 374.2
5. 2012_TA_MJ_022060251_5.pdf 401.7
6. 2012_TA_MJ_022060251_6.pdf 284.32
7. 2012_TA_MJ_022060251_7.pdf 410.09

P Penelitian ini bertujuan untuk mengetahui hubungan service quality, overall satisfaction, dan word of mouth dengan menyebarkan kepada 110 responden yang menggunakan jasa rawat inap. Metode analisa data yang digunakan dalam penelitian ini adalah teknik Structural Equation Modeling (SEM). Berdasarkan hasil penelitian didapatkan bahwa terdapat pengaruh empathy terhadap overall satisfaction dan overall satisfaction terhadap word of mouth. Sedangkan tangible, responsiveness, assurance dan reliability tidak memiliki pengaruh yang positif terhadap overall satisfaction. Dari hasil penelitian tersebut, disarankan kepada pihak manajemen untuk tetap focus pada dimensi empathy, tetapi juga memperbaiki dimensi lainnya yaitu tangible, responsiveness, assurance dan reliability.

T This study aims to determine the relationship service quality, overall satisfaction, and wordof mouth to spread to the 110 respondents who use in patient services. Data analysis methods used in this study is the technique of Structural Equation Modeling (SEM). Based on the result showed that there is the influence of empathy on overall satisfaction andoverall satisfaction on word of mouth. While the tangible, responsiveness, assurance and reliability not have a positive influence on overall satisfaction. From these results, it is recommended to management to remain focused on the dimensions of empathy, but also improve other dimensions are tangible, responsiveness, assurance and reliability. 

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