Pengaruh Facility Support, Service Performance, dan Customer Satisfaction Terhadap Word of Mouth: (Studi Kasus RS. Sentra Medika Cibinong)

Markus Jowianto; Saefudin Zuhdi

doi:10.37641/jimkes.v7i3.283

Authors

Markus Jowianto STIE Kesatuan
Saefudin Zuhdi STIE Kesatuan

DOI:

https://doi.org/10.37641/jimkes.v7i3.283

Keywords:

facility support, service performance, customer satisfaction, word of mouth

Abstract

The purpose of this study was to determine how much influence the facility support, service performance and customer satisfaction have on the word of mouth R. S. Sentra Medika Cibinong. The method of analysis in this study uses multiple regression analysis and correlation to test the significance of the relationship between variables with a quantitative approach. The data source of this research is primary data obtained by interview using online questionnaire instruments to 100 respondents. The results of this study indicate that all independent variables have a positive effect on word of mouth. However, customer satisfaction variables that significantly influence word of mouth.

Keywords: FACILITY SUPPORT, SERVICE PERFORMANCE, CUSTOMER SATISFACTION, AND WORD OF MOUTH.

Downloads

Download data is not yet available.

References

Ahyari, A. (2009). Manajemen Produksi Perencanaan Sistem Produksi. Jakarta : Grasindo.
Ghozali, Imam. (2009). Aplikasi Analisis Multivariate dengan program SPSS. Semarang: Universitas Diponegoro
Hasan, Ali. (2010). Marketing dari Mulut ke Mulut. Yogyakarta: Media Pressindo
Kotler, Philip & Keller, K.L (2011) Manajemen Pemasaran. Edisi 13. Jilid 1 dan 2 (Bob sabran. Terjemahan). Jakarta: Erlangga.
Lovelock, Christopher, Jochen Wirtz, Jacky Mussry. (2010). Pemasran Jasa. Jakarta: Penerbit Erlangga.
Lupiyoadi, Rambat. (2013). Manajemen Pemasaran Jasa. Jakarta: Salemba
Oliver, Richard L. (2014). Satisfaction A Behavioral Perspective on the Consumer. Routledge.
Solomon, Michael R.(2007). Consumer Behavior: Buying, Having, and Being. New Jersey: Pearson Education, Inc.
Sugiyono. (2014). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.
Sumardy, Marlin Silviana, Melina Melone. (2011). The Power of Word of Mouth Marketing. Jakarta: Gramedia Pustaka Utama.
Sunyoto, Danang. (2015). Perilaku Konsumen dan Pemasaran. Yogyakarta: CAPS
Suryani, (2008). Perilaku Konsumen; Implikasi pada Strategi Pemasaran. Yogyakarta: Graha Ilmu.
Tjiptono, Fandy. (2014). Pemasaran Jasa. Jakarta: Gramedia Cawang
Sumber Jurnal dan Skripsi:
Alan, W. d. (2004). A reconceptualisation of the satisfaction-service performance thesis. Journal of Services Marketing , 471-481.
Apriani, Munica. (2011). Analisis Pengaruh Fasilitas, Kualitas Layanan, dan Kepuasan Pelanggan Terhadap Minat Mereferensikan. [Jurnal]. Semarang: Universitas Diponegoro.
Saifudin, Rafid. (2016). Pengaruh Kepuasan Pelanggan dan Kualitas Produk Terhadap Word Of Mouth pada Situs Jejaring Sosial Twitter. [Jurnal]. Yogyakarta: Universitas Negeri Yogyakarta.
Srilestari, Prishastuti (2012). Pengaruh Service Quality dan Customer Satisfaction terhadap Word-of-Mouth, Repurchase Intention, dan Feedback. [Jurnal]. Surakarta: Universitas Sebelas Maret Surakarta.