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All Journal Jurnal Riset Bisnis dan Manajemen Tirtayasa
Supartini, Sri
Program Pascasarjana Magister Manajemen Universitas Sultan Ageng Tirtayasa
Economics, Econometrics & Finance Social Sciences

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Model Analisis Kualitas Pelayanan Terhadap Word Of Mouth Melalui Komitmen Relasional Dan Kepuasan Mahasiswa Sebagai Variabel Intervening (Studi Pada Mahasiswa Universitas Mathla’ul Anwar Banten) Supartini, Sri; Lutfi, Lutfi
Jurnal Riset Bisnis dan Manajemen Tirtayasa Vol 4, No 1 (2020)
Publisher : Faculty of Economics and Business - Universitas Sultan Ageng Tirtaysa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.48181/jrbmt.v4i1.9610

Abstract

This paper was conducted to examine the effect of service quality to word of mouth (WOM) and relational commitment to student satisfaction as an interevening variable. The study was conducted at students of Mathla'ul Anwar University, Banten. The number of samples in this study were 97 students with a propionate stratified random sampling method, which means that the sampling was carried out proportionally to each stratum in the population, in this case students from each faculty at Mathla'ul Anwar University, Banten. Data analysis method used in this research was Smart PLS 3.2.8 software. The results of this study indicated that (1) Service quality has a positive effect on students satisfaction, (2) Service quality has a positive effect to Word of Mouth, (3) Service quality has no effect on relational commitment, (4) Students satisfaction have no effect to word of mouth, (5) Students satisfaction has a positive effect to relational commitment, (6) Relational commitment is affected to word of mouth.
Co-Authors Lutfi, Lutfi