PENGARUH KUALITAS LAYANAN, KEPERCAYAAN, KOMITMEN DAN DIFERENSIASI PRODUK PADA KEPUASAN DAN KESEDIAAN UNTUK KOMUNIKASI WORD OF MOUTH

indrajati, kartika (2014) PENGARUH KUALITAS LAYANAN, KEPERCAYAAN, KOMITMEN DAN DIFERENSIASI PRODUK PADA KEPUASAN DAN KESEDIAAN UNTUK KOMUNIKASI WORD OF MOUTH. jurnal bisnis & manajemen, 10 (2). pp. 161-174.

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    Abstract

    this study belongs to a hypothesis testing research to examine : 1) the effect of service wuality on trust, 2) the effect of service quality on product differentiation, 3) the effect of service quality on satisfaction, 4) the effect of service quality on word of mouth, 5) the effect of trust on product differentiation, 6) the effect of product differentiation on commitment, 7) the effect of commitment on satisfaction, 8) the effect of commitment on word of mouth. this research was taken place in Larissa Aesthetic Center's customer in Surakarta, the sample was taken by using non probability sampling method with purposive sampling technique. the criterion of respondents in this research was the ustomer who intend to remain having beauty maintenance in larissa aesthetic center in surakarta. this research took 160 customer as the respondents by using maximum likehood wastimation technic. the research used structural equation modeling. the result show that 1) service quality affect positively and significantly the trust; 2) service quality affect positively and significantly the differentiation; 3) there is a significant and positive relationship between service quality and cutomer satisfaction; 4) there is significant and positive effect between service quality and word of mouth; 5)trust effect positively the product differentiation; 6) product differentiation affects significantly and positively the commitment 7) commitment affect positively the trust 8) commitment affect positively the WOM behavior. this study had some weakness as the number of sample, the research object that was focused on skin care servise of larissa and research region in around surakarta, so for the next research is hope to complete the weakness of this research

    Item Type: Article
    Subjects: H Social Sciences > HB Economic Theory
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > Akuntansi
    Depositing User: Devi Arlina Irawati
    Date Deposited: 23 Apr 2014 04:58
    Last Modified: 17 Mar 2017 11:36
    URI: https://eprints.uns.ac.id/id/eprint/12871

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