PENGARUH KUALITAS LAYANAN TERHADAP TINGKAT KEPUASAN DAN WORD OF MOUTH PELANGGAN MICE DI RAMADA BINTANG BALI RESORT

  • Yohanes Paulus Hanny Wadhi Fakultas Ekonomi dan Bisnis Universitas Udayana, Bali
  • Made Wardana Fakultas Ekonomi dan Bisnis Universitas Udayana, Bali
  • Ni Wayan Sri Suprapti Fakultas Ekonomi dan Bisnis Universitas Udayana, Bali

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.

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Published
2017-06-19
How to Cite
WADHI, Yohanes Paulus Hanny; WARDANA, Made; SUPRAPTI, Ni Wayan Sri. PENGARUH KUALITAS LAYANAN TERHADAP TINGKAT KEPUASAN DAN WORD OF MOUTH PELANGGAN MICE DI RAMADA BINTANG BALI RESORT. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, [S.l.], p. 2361-2386, june 2017. ISSN 2337-3067. Available at: <https://ojs.unud.ac.id/index.php/eeb/article/view/30100>. Date accessed: 21 nov. 2024.
Section
Articles

Keywords

Service Quality, Costumers Satisfaction, Word Of Mouth