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Yohanes Paulus Hanny Wadhi
Politeknik ELBajo Commodus
Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Journal : E-Jurnal Ekonomi dan Bisnis Universitas Udayana

 1 
PENGARUH KUALITAS LAYANAN TERHADAP TINGKAT KEPUASAN DAN WORD OF MOUTH PELANGGAN MICE DI RAMADA BINTANG BALI RESORT Yohanes Paulus Hanny Wadhi; Made Wardana; Ni Wayan Sri Suprapti
E-Jurnal Ekonomi dan Bisnis Universitas Udayana VOLUME.06.NO.06.TAHUN 2017
Publisher : Fakultas Ekonomi dan Bisnis Universitas Udayana

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Abstract

This study is aimed at determining the effect of service quality on satisfaction and word of mouth of mice costumers in Ramada Bintang Bali Resort. The method of sampling is done by puposive sampling, with the total of respondents of 150. Data are collected through questioners and data analysis techniques using Structural Equation Model (SEM) with application software analysis moment of structure (AMOS). The results show that (1) Quality of service has positive and significant effects on costumers’ satisfaction, (2) Satisfaction effects positively and significantly on word of mouth, and (3) The quality of service has the same effects on word of mouth.
Co-Authors Adum, Bertiana Andy Iwan Iswanto Ciptosari, Fitri Duman, Marianus Florentinus Darman Gregorius Antariksa Berybe Hersanius Kurnia Peong Hutagalung, Septian I Made Wardana Katarina Noviming Sakura Kristoforus Toni Harjo Laurensius Sandrio Lery, Yohana Cintami Luh Gede Elvina Adi Saputri Maksimus Diamat Marius Yosef Seran Siagian, Reynaldo Angga Sri Suprapti Togar Wiliater Soaloon Panjaitan Umul, Dewi Sartika