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ANALYSIS THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND WORD OF MOUTH (Study in PDAM Regional PURBALINGGA)
Abstrak (Bhs. Indonesia)
The purpose of this research was to analyze the influence of service quality towards customers’satisfaction and word-of-mouth communication. By using convenience.sampling, this research used 150 respondents as research sample. This study used structural equation modeling analysis as the analysis tool. The results of this research show that Assurance, Quality,Concern ,Price,and Complaint handling have positive influence on customers’ satisfaction of PDAM in Purbalingga Regency. Customer’s satisfaction has positive influence on Word of Mouth Communication of PDAM in Purbalingga Regency.
Abtrak (Bhs. Inggris)
The purpose of this research was to analyze the influence of service quality towards customers’ satisfaction and word-of-mouth communication. By using convenience sampling, this research used 150 respondents as research sample. This study used structural equation modeling analysis as the analysis tool. The results of this research show that Assurance, Quality,Concern ,Price,and Complaint handling have positive influence on customers’ satisfaction of PDAM in Purbalingga Regency. Customer’s satisfaction has positive influence on Word of Mouth Communication of PDAM in Purbalingga Regency.
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