Open AccessBahasa Indonesia
Author(s) -
Ni Kadek Sri Yunia Wahyuni,
Ni Wayan Ekawati
Publication year - 2018
Publication title -
e-jurnal manajemen
Language(s) - English
Resource type - Journals
ISSN - 2302-8912
DOI - 10.24843/ejmunud.2018.v07.i05.p20
Subject(s) - word of mouth , service quality , business , customer satisfaction , marketing , sobel test , advertising , service (business) , population , path analysis (statistics) , competition (biology) , sample (material) , statistics , mathematics , sociology , biology , ecology , chemistry , demography , chromatography
Along with the growing business growth in shipping services, it creates intense competition, so in order to survive and win the company customers are required to optimize the quality of service and satisfy its customers. Therefore this study aims to determine the effect of service quality on word of mouth mediated by customer satisfaction variables. Population in this research is society which have used service delivery of TIKI. This research was conducted in Denpasar with sample of 110 respondents. Data analysis techniques used consist of path analysis and Sobel Test. The results showed that service quality and customer satisfaction had positive and significant effect on word of mouth. Customer satisfaction is significantly able to mediate the relationship between service quality to word of mouth. This result confirms that good service quality can increase consumer satisfaction of a service with so satisfied consumer will influence other consumer through word of mouth.