PENGARUH KUALITAS PRODUK TERHADAP WORD OF MOUTH MELALUI KEPUASAN PELANGGAN
Abstract: This
study aims to
analyze and discuss
the effect of products
quality on word of mouth
and customer satisfation
as an intervening variable. This
research is conclusive. The population in this
study is the
migration of prepaid
electricity customers in the
village of Menganti, Gresik. Samples are taken of 174 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 products quality has
a significant direct
effect on customer
satisfation, products
quality has a
significant direct effect
on word of
mouth, customer satisfation has a significant direct effect on word of
mouth, and there is an indirect effect of products quality to word of mouth through
customer satisfaction.
Penulis: ANITA PUSPASARI
Kode Jurnal: jpmanajemendd141017
