PENGARUH KUALITAS LAYANAN TERHADAP WORD OF MOUTH MELALUI KEPUASAN PASIEN RSUD DR SOETOMO GRAHA AMERTA
Abstract: This
study aims to
analyze and discuss
the effect of service
quality on word
of mouth and
satisfation as an
intervening variable. This research
is conclusive. The
population in this
study is the Patients
in the Hospital
Clinic of Dr.
Soetomo Graha Amerta. Samples are
taken of 110 respondents
with a proportional
sampling and sampling incidental techniques. Measuring instrument used
were questionnaires, the data
were analyzed with
path analysis. The results
showed that the
service quality has
a significant direct
effect on satisfation, service quality has a significant direct effect
on word of mouth, satisfation has
a significant direct
effect on word
of mouth, and there
is an indirect
effect of service
quality to word
of mouth through satisfaction.
Penulis: DIDIK WAHYUDI, YESSY
ARTANTI
Kode Jurnal: jpmanajemendd140965
