PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN, TERHADAP WORD OF MOUTH PELANGGAN (Survei pada Pelanggan JNE Tomang)

JONATHAN, PETRANOV H (2014) PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN, TERHADAP WORD OF MOUTH PELANGGAN (Survei pada Pelanggan JNE Tomang). S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT Jonathan Petranov H., 2014; The Influence of Service Quality, Customer Satisfaction, toward Customer Word-Of-Mouth JNE Tomang. Skripsi, Jakarta: Marketing Management Concentration, Management Study Program, Departement of Management, Faculty of Economics, State University of Jakarta. The purpose of this research are: 1) to know the description of service quality, customer satisfaction and customer word-of-mouth JNE Tomang, 2) to test the influence of service quality toward customer satisfaction JNE Tomang, 3) to test the influence of customer satisfaction toward customer word-of-mouth JNE Tomang, 4) to test the influence of service quality toward customer word-ofmouth JNE Tomang, 5) to test the influence of service quality toward customer word-of-mouth JNE Tomang with customer satisfaction as mediator (intervening variable). Object of this reseach are customer who has used JNE Tomang services at least 2 times minimum in period January 2013 until December 2013 and customer who has talked about JNE Tomang to others. The result of hypothesis test shows: 1) there are positive significance influence from service quality toward customer satisfaction (0,504), 2) there are positive significance influence from service quality toward customer word-of-mouth (0,216), 3) there are positive significance influence from customer satisfaction toward customer word-of-mouth (0,355), 4) there are influence from service quality toward customer word-ofmouth which mediated by customer satisfaction (t result (2.1501) > t table (1.65521)). Keywords: service quality, customer satisfaction, customer word-of-mouth

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