Open AccessWORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN
Author(s) -
Eny Purbandari,
Dyah Sugandini,
Heru Tri Sutiono
Publication year - 2018
Publication title -
jurnal manajemen dan pemasaran jasa
Language(s) - English
Resource type - Journals
eISSN - 2442-9732
pISSN - 0216-3780
DOI - 10.25105/jmpj.v11i1.2355
Subject(s) - word of mouth , structural equation modeling , customer satisfaction , service quality , psychology , service (business) , quality (philosophy) , business , advertising , marketing , mathematics , statistics , philosophy , epistemology
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.