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PERAN KEPUASAN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP PERILAKU WORD OF MOUTH (Studi pada Pasien Rawat Jalan Rumah Sakit Universitas Muhammadiyah Malang)

Damayanti, Silvy Aprilia Eka (2019) PERAN KEPUASAN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP PERILAKU WORD OF MOUTH (Studi pada Pasien Rawat Jalan Rumah Sakit Universitas Muhammadiyah Malang). Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

This study aims to find out the role of satisfaction in mediating the effect of service quality on word of mouth behavior. The study was conducted in Malang City, in outpatients at the University of Muhammadiyah Malang Hospital. This study uses a non-probably sampling technique with an accidental sampling method. Data collection is done using questionnaires. The number of samples used in this study were 150 respondents. Data analysis tools used are path analysis and classical assumptions. The results of the path analysis show that satisfaction is proven to mediate the quality of service to word of mouth behavior. The results of classical assumptions show that all product residuals of service quality, satisfaction and word of mouth are normal. The hypothesis testing uses the t test and Sobel. The results of the t test show that there is a positive and significant influence between service quality and word of mouth. The t-test results show that there is a positive and significant influence between service quality and satisfaction. The results of the t test show that there is a positive and significant influence between satisfaction and word of mouth. The Sobel test results show that there is a positive and significant influence on satisfaction mediating service quality with word of mouth behavior.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201510160311112
Thesis Advisors: Widayat (0702046801), Ratih Juliati (0030075901)
Keywords: Service Quality, Satisfaction, Word of Mouth.
Subjects: H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: 201510160311112
Date Deposited: 20 Aug 2019 07:59
Last Modified: 20 Aug 2019 07:59
URI : http://eprints.umm.ac.id/id/eprint/49747

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