Open AccessThe Effect of Product Quality, Service Quality, Customer Value on Customer Satisfaction And Word Of Mouth
Author(s) -
Afif Syaiful Rachman
Publication year - 2018
Publication title -
journal of research in management
Language(s) - English
Resource type - Journals
eISSN - 2654-5373
pISSN - 2654-5365
DOI - 10.32424/jorim.v1i3.36
Subject(s) - customer satisfaction , service quality , business , word of mouth , marketing , product (mathematics) , customer retention , customer delight , customer advocacy , promotion (chess) , population , quality (philosophy) , advertising , service (business) , mathematics , medicine , philosophy , geometry , environmental health , epistemology , politics , political science , law
This study aims to find out "The Effect of Product Quality, Service Quality, Customer Value on Customer Satisfaction and Promotion of Mouth to Mouth". The population in this study were Telkom customers of IndiHome. This study uses a sample of 150 respondents. The sampling technique was carried out by convenience sampling method. Data analysis uses path analysis. The results of the analysis show that product quality, service quality, customer value have positive effect on the customer satisfaction of Telkom IndiHome, Purwokerto, (2) Service quality has a positive effect on the customer satisfaction and word of mouth
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