PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN WORD OF MOUTH MAHASISWA PROGRAM STUDI DIPLOMA III ADMINISTRASI PERPAJAKAN FISIP USU
Abstract: The objective of the
research was to know and to analyze the
influence of service quality on students’ word of mouth through their
satisfaction in the Diploma III of Taxation
Administration Study Program,
FISIP USU. The
type of the
research was descriptive quantitative
and its nature
was descriptive explanatory.
The result of the research showed that 1) service quality had positive
and significant influence on
students’ word of
mouth through their
satisfaction, 2) satisfaction had positive
and significant influence
on students’ word
of mouth, and
3) there was indirect influence
of service quality on students’ word of mouth through their satisfaction with
the value of
0.235, while there
was direct influence
of service quality on
students’ word of
mouth with the
value of 0.394
which indicated that direct influence was more dominant that
indirect influence.
Penulis: AIDA W. BATUBARA,
PAHAM GINTING, ARLINA NURBAITY LUBIS
Kode Jurnal: jpmanajemendd140538
