Analisis Faktor – Faktor yang Mempengaruhi Word of Mouth

Herman, Herman (2011) Analisis Faktor – Faktor yang Mempengaruhi Word of Mouth. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The purpose of this study is to observ the relationships between satisfaction, perceived value, and quality in their prediction of intentions to repurchase and positive word of mouth publicity. This study was conducted in the ferry international destination Batam to Singapore service industry. A sum of 384 questionaire was distributed to collect data require for this study. The questionaire was distributed to the customer of ferry international Batam to Singapore in 5 habour in Batam island. The data was analysed using SPSS program version 17. Regression analyses were performed to analyse the hypotheses under study. The result of this study indicate that quality of service provider have effect on customer satisfaction and perceived value, satisfaction and perceived value have effect revisit, revisit have effect on the customer word of mouth to the service provider. There are still several empirical results in this study which believed to provide important information that will be usefull for academian and next research. Keyword : Quality, Customer satisfaction, Perceived value, Revisit, Word of mouth

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