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All Journal Journal of Artificial Intelligence and Digital Business Jurnal Ekonomi Pembangunan, Manajemen & Bisnis, Akuntansi
Bryanviko, Mayrichael
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Social Sciences

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The antecedent effect of the service quality dimension on customer satisfaction on word of mouth (Study on Perumdam Maruang Duhung) Bryanviko, Mayrichael; Meitiana, Meitiana; Kristinae, Vivy; Karuehni, Ina
JEMBA: Jurnal Ekonomi Pembangunan, Manajemen & Bisnis, Akuntansi Vol. 5 No. 1 (2025): JEMBA : Jurnal Ekonomi Pembangunan, Manajemen dan Bisnis, Akuntansi
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Palangka Raya (UPR)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52300/jemba.v5i1.19955

Abstract

This study aims to analyze how much the antecedent of the service quality dimension on customer satisfaction affects word of mouth. This research was conducted on Perumdam customers domiciled in Kuala Kurun, with a sample of 80 respondents determined through predetermined criteria. Data collection was carried out by sharing questionnaires through Google forms. This study uses the analysis of the Partial Least Squares (PLS) model to evaluate the relationship between variables. The results show that the variables of assurance, reliability, and empathy have a significant effect on customer satisfaction. Meanwhile, the variables of tangibles and responsiveness did not have a significant effect on satisfaction. For the customer satisfaction variable, it has a significant influence on word of mouth. This study highlights the important role of the service quality dimension on customer satisfaction so that it has an impact on providing positive comments.
The Influence of Antecedent Dimensions of Service Quality on Customer Satisfaction Towards Customer Loyalty Bryanviko, Mayrichael; Meitiana, Meitiana; Kristinae, Vivy; Karuehni, Ina
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 4 No. 1 (2025): Februari - April
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v4i1.421

Abstract

The purpose of this study was to determine the effect of antecedent dimensions of service quality on customer satisfaction towards customer loyalty at Perumdam Maruang Duhung. The population in this study were customers of Perumdam Maruang Duhung. The sample determination was carried out by multiplying the number of indicators by 5 and obtaining a sample of 80 respondents. The method of data collection was through surveys and distributing questionnaires to consumers as respondents for 1 week. The data analysis technique used was Structural Equation Modeling (SEM) Analysis with Partial Least Square (PLS). The results showed that the variables of Physical Evidence, Responsiveness, Assurance, Reliability, and Empathy had a positive and significant effect on Customer Satisfaction. Customer Satisfaction had a positive and significant effect on customer loyalty.
Co-Authors Karuehni, Ina Kristinae, Vivy Meitiana Meitiana, Meitiana