HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN KOMUNIKASI DARI MULUT KE MULUT ATAU WORD OF MOUTH COMMUNICATION (WOM) PADA SISWA ILP PANGLIMA POLIM JAKARTA

Andyni, Laras (2014) HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN KOMUNIKASI DARI MULUT KE MULUT ATAU WORD OF MOUTH COMMUNICATION (WOM) PADA SISWA ILP PANGLIMA POLIM JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

LARAS ANDYNI. 8135102963. The Correlation between Service Quality with Word of Mouth Communication at The Students ILP Panglima Polim Jakarta. Thesis, Jakarta. Study Program of Commerce Education, Department of Economics and Administration, Faculty of Economics, State University of Jakarta, June 2014. The purpose of this research is to obtain valid and reliability datas or facts about the possibility correlation service quality with word of mouth communication at the students ILP Panglima Polim Jakarta. The research used survey method with the correlational approach. The research was conducted at ILP Panglima Polim Jakarta for four months from March 2014 until June 2014. The population in this study are the students ILP Panglima Polim Jakarta, where as the possible populations were 100 students of class program general english. The technique which is used in gathering the sample was simple random sampling about 78 students. According to statistical computation, the regression equation is Ŷ = 40,50 + 0,38X. Test requirements analysis of the normality test error of estimated regression of Y on X (Y – Ŷ) to produce Lcount liliefors test = 0,0753, while the Ltable for n = 78 at 0,05 significant level is 0,1003. Because the Lcount < Ltable then an error of estimated regression of Y on X (Y – Ŷ) is normally distributed. Testing linearity of regression produces Fcount < Ftable is Fcount = 0,79 < Ftable = 1,72, so it was concluded that the linear equation regression. From test significance regression produces Fcount > Ftable, which is Fcount = 28,16 > Ftable = 3,96, meaning that the regression equation is significant. Product Moment correlation coefficient of Pearson generating rxy = 0,520, it indicates there’s a positive correlation between service quality with word of mouth communicaion. There after performed the test significance correlation coefficient using the t-test and the resulting tcount > ttable, which is tcount = 5,307 > ttable = 1,67. The coefficient of determination obtained for 27,04% which shows that 27,04% of the variation of word of mouth communication is determined by the service quality. The result of this research has proved the existence of a positive correlation between service quality with word of mouth communication at the students ILP Panglima Polim Jakarta.

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