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All Journal Al-Kharaj: Journal of Islamic Economic and Business
Karimatun Nisa, Farida
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Economics, Econometrics & Finance

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The Influence of Service Quality and Service Experience on Word of Mouth (WOM ) Through Perceived Value of Tour Travel Congregants in Malang City Karimatun Nisa, Farida; Khodir Djaelani, Abdul; Susyanti, Jeni
Al-Kharaj: Journal of Islamic Economic and Business Vol. 7 No. 3 (2025): : All articles in this issue include authors from 3 countries of origin (Indone
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v7i3.7634

Abstract

This study aims to analyze the influence of service, quality, and service experience on word of mouth (WOM) through perceived value on tour travel pilgrims in Malang City. This type of research is a quantitative approach research. The results of the calculation are 100 samples of Cooper and Emory. This study uses the Moderated Regression Analysis (MRA) model and Structural Equation Model (SME) analysis based on Partial Least Square (PLS) with the help of SmartPLS version 3.0. The results of the study show that the service quality variable has a significant and positive influence on word of mouth on tour travel pilgrims in Malang City. The service experience variable does not have a significant influence on word of mouth on tour travel pilgrims in Malang City. The service quality variable has a significant and positive influence on received value on tour travel pilgrims in Malang City. The service experience variable has a significant and positive influence on received value on tour travel pilgrims in Malang City. The received value variable has a significant and positive influence on word of mouth among tour travel pilgrims in Malang city. The received value variable can mediate the relationship between service quality and word of mouth with a positive and significant influence on word of mouth. The received value variable can mediate the relationship between service experience and word of mouth with a positive and significant influence on word of mouth.
Co-Authors Jeni Susyanti Khodir Djaelani, Abdul