The Role Of Student Satisfaction In The Roots Of Determining Word Of Mouth (Wom)

Aprih Santoso(1*),Sri Yuni Widowati(2),Zakky Fahma Auliya(3)
(1) Program Studi Manajemen, Fakultas Ekonomi, Universitas Semarang, Indonesia
(2) Program Studi Manajemen, Fakultas Ekonomi, Universitas Semarang, Indonesia
(3) Program Studi Manajemen Bisnis Syariah, Fakultas Ekonomi dan Bisnis Islam, IAIN Surakarta, Indonesia
(*) Corresponding Author
DOI : 10.22515/relevance.v4i1.3274

Abstract

Abstract This study aims to determine the effect of service quality and Word Of Mouth (WOM) on student satisfaction at the University of Semarang as an Intervening Variable. The independent variable in this study is the quality of service and the dependent variable is Word of Mouth (WOM) while the Intervening Variable is student satisfaction at the University of Semarang. The research was conducted by taking a sample of 129 students of the University of Semarang. The research method uses accident sampling. The technical analysis in this study uses Path analysis. The result shows that service quality and satisfaction directly effect the Word Of Mouth (WOM) of the University of Semarang students. Service quality) has a direct influence on student satisfaction at the University of Semarang and satisfaction is able to moderate the effect of service quality on the Word Of Mouth (WOM) of of the University of Semarang students

References


Agustina, Shinta. 2011. Pemasaran Management. Malang: UB Press

Akbar, Muhammad Muzahid dan Parvez, Noorjahan. 2009. Impact of sevice, qualit, trust, and customer satisfaction on customer loyalty. ABAC. 29(1_ : 24-38.

Anita, NLNY., Rahanatha, GB. 2015. Pengaruh Kualitas Pelayanan Terhadap WOM, Melalui Kepuasan Pada PT. Sarana Dewata Courier. E-Jurnal Manajemen Unud, 4(8) : 2192-2209

Ardani, Wayan dan Sri, Ni Wayan. 2011. Pengaruh Kualitas Layanan Terhadap Kepuasan dan WOM (Studi di RSUD Wangaya Denpasar). Journal of Manajemen 1(2): 240-254.

Aryani, D. dan Rosinta, F. 2010. Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Bisnis & Birokrasi, Jurnal Ilmu Administrasi dan Organisasi, 17 (2): 114-126.

Aryska, M. 2017. Pengaruh Reputasi Perusahaan Dan Kualitas Pelayanan Terhadap Kepuasan Pasien (Kasus Rumah Sakit Islam Ibnu Sina Pekanbaru). JOM FISIP. 4(1) : 1-15. https://jom.unri.ac.id/index.php/JOMFSIP/article/view/13900/13461

Aslam, Saad; Ehstisham Jadoon ; Khalid Zaman dan Shehryar Gondal. 2011. Effect of Word of Mouth on Consumer Buying Behavior. Mediterranean Journal of Social Siences.2(3).

Babin, Barry J; Lee Young-Ki ; Kim Eun-Ju, dan Mitch Griffin. 2005. Modeling Consumer Satisfaction and Word of Mouth: Restaurant Patronage in Korea. The Journal of Service Marketing. 19(3): 133.

Chaniotakis, Ioannis E. dan Constantine Lymperopoulos. 2009. Service Quality Effect on Satisfaction and Word of Mouth in the health care industry. Managing Service Quality.19 (2).

Djati, S. Pantja dan Didit Darmawan 2004. Pengaruh Kesan Kualitas Pelayanan, Harga, dan Kepuasan Mahasiswa Pts Terhadap Minat Mereferensikan Kampusnya. Jurnal Widya Manajemen dan Akuntansi, 4(2) :190-204

Harini, Cicik. 2016. Pengaruh Kualitas Layanan terhadap Reputasi, Loyalitas dan Kepuasan Nasabah (Studi pada Nasabah Bank Mandiri Cabang Pemuda Semarang). Jurnal Fakultas Ekonomi dan Bisnis, 1(2) : 40-51.

Istianto, John Hendra dan Maria Josephine Tyra.2011. Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Rumah Makan Ketty Resto. Jurnal Ekonomi dan Informasi Akuntansi. 1(3): 275 - 293.

Kassim, N.M., dan S. Ismail. 2009. Investigating The Complex Driver of Loyalty In e-Commerce Setting. Measuring Bussiness Excellence: 13(1) : 56-71

Kotler dan Keller. 2012. Manajemen Pemasaran. Edisi 12. Jakarta: Erlangga.

Kumar, S.A., Mani, F.T., Mahalingam, S., dan Vanjikovan, M. (2010). Influence of Service Quality on Attitudinal Loyalty in Private Retail Banking: an Empirical Study, IUP Journal of Management Research, 9(4) : 21-38

Lovelock, Christopher. 2010. Pemasaran Jasa Jilid 1 Edis Ketujuh. Jakarta: Erlangga.

Luo, Xieming & Homburg, Christian, 2007. Neglected Outcomes of Costumer Satisfaction". Journal of Marketing,

Lupiyoadi, Rambat. 2013. Manajemen Pemasaran Jasa Berbasis Kompetenis. Jakarta: Salemba Empat

Matos, De Celso Augusto dan Rossi. CAV., 2008. "Word of mouth communication in marketing: a meta-analytic review of the atecedents and moderators. Journal of the Academy Marketing Science. 36: 578-596

Nataliza, Diah. 2007. Survey Kepuasan Pelanggan Program Studi Manajemen Universitas Sriwijaya. Jurnal Manajemen dan Bisnis Sriwijaya. 5(9),: 86-96

Nazamudin, Herry.2009. Pengaruh Kualitas Pelayanan dan Produk Terhadap Loyalitas Konsumen. Jurnal Ekonomi Bisnis, 13(1):59-67.

Nindhira, & Fendy, S. 2013. "Hubungan antara Kepuasan Pelanggan dengan Word of Mouth pada Pelanggan Kecantikan London Beauty Centre". .2(1)

Novianti, R., Yessy Artanti. 2015 Pengaruh Kualitas Layanan Terhadap Word Of Mouth (Wom) Melalui Kepuasan Sebagai Variabel Intervening. Jurnal Ilmu Manajemen, 3(1) : 1-11. https://jurnalmahasiswa.unesa.ac.id/index.php/jim/article/view/13554/12449

Panjaitan, JE dan Yuliati, AL., 2016. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung, DeReMa Jurnal Manajemen, 11(2) : 265-286 DOI: http://dx.doi.org/10.19166/derema.v11i2.197. https://ojs.uph.edu/index.php/DJM/article/view/197

Prameswari, D., Andjarwati. AL. 2010. Pengaruh Kualitas Layanan Jasa Terhadap Word Of Mouth Dengan Kepuasan Pelanggan Sebagai Variabel Antara (Studi Pada Biro Perjalanan Umum Rosalia Indah Surabaya). 3(1) : 49-65 DOI: http://dx.doi.org/10.26740/bisma.v3n1.p49-65 . https://journal.unesa.ac.id/index.php/bisma/article/view/2866

Prayitno, Didik, 2015. Pengaruh Kualitas Pelayanan Dan Reputasi Perusahaan Terhadap Kepuasan Konsumen Dengan Kepercayaan Sebagai Variabel Moderasi, Jurnal Ekonomi dan Kewirausahaan, 15(3), 321-328.

Rahmawati, Yuli. 2014. Pengaruh Kepuasan dan Loyalitas Pelanggan Terhadap Word of Mouth Pada Pelanggan Motor Honda di Surabaya. Journal of Business and Management.4(1):15-30.

Resihono, Legowo Dwi. 2011. Analisis Pengaruh Kualitas Jasa Pelayanan Terhadap Tingkat Kepuasan Konsumen Pada Hotel Kusuma Kartika Sari. Jurnal Politeknosains. 10(1) : 36-56

Rizan, Mohammad dan Fajar Andika. 2011. "Pengaruh Kualitas Produk dan kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survei Pelanggan Suzuki Dealer Fatmawati Jakarta Selatan)". Jurnal Marketing Q-MAN, 1 (3): 28-43

Sahanggamu, S.,, Lisbeth Mananeke,L., Sepang, J. 2015. Analisis Kualitas Layanan, Servicescape Dan Kepercayaan Terhadap Kepuasan Nasabah Pada PT. Bank Sinarmas Bitung. Jurnal EMBA. 1(1) : 1084-1095. DOI: https://doi.org/10.35794/emba.v3i1.7868 https://ejournal.unsrat.ac.id/index.php/emba/article/view/7868

Shirsavar, Hamidreza Alipour; Shahram Gilaninia dan Amin Mohamadi Almani. 2012. A Study of Factors Influencing Positive Word of Mouth in the I ranian Banking Industry. Middle-East Journal of Scienctific Research. 11(4): h; 454-460

Sinaga, Eka Mayastika. 2011. Menciptakan Word of Mouth Melalui Kualitas Pelayanan. Jurnal Manajemen. 4(5):1-11

Sweeney, J.C., Soutar, G.N., Mazzarol, T. 2006. Factors Influencing Word of Mouth Efectiveness: Receiver Perspectives. European Journal of Marketing. 42 . 344-364

Tjiptono. F. 2011. Service Management Mewujudkan Layanan Prima. Edisi 2, Yogyakarta: Andi.

Wanguespack, B., Rhoades, D.L. dan Tiernan, S. 2007. An Investigation Into Airline Service Quality Performance Between US Legacy Carries and Their EU Competitors and Partners. Journal of Air Transportation, 12(2): 59-71.

Walsh, Gianfranco and Vincent-Wayne Mitchell 2010.The Effect Consumer Confusion Proneness on Word of Mouth, Trust, Consumer Satisfaction. European Journal of Marketing. 44(6): 838-859


Article Statistic

Abstract view : 97 times
PDF views : 40 times

Dimensions Metrics

Article History

Submited : 6 January 2021
Revised : 12 June 2021
Published : 12 June 2021

The PDF file you selected should load here if your Web browser has a PDF reader plug-in installed (for example, a recent version of Adobe Acrobat Reader).

If you would like more information about how to print, save, and work with PDFs, Highwire Press provides a helpful Frequently Asked Questions about PDFs.

Alternatively, you can download the PDF file directly to your computer, from where it can be opened using a PDF reader. To download the PDF, click the Download link above.

Fullscreen Fullscreen Off

Full Text: PDF

How To Cite This :

Refbacks

  • There are currently no refbacks.