JURNAL ILMIAH MANAJEMEN & BISNIS
Vol 14, No 2 (2014): MANAJEMEN & BISNIS

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN WORD OF MOUTH MAHASISWA PROGRAM STUDI DIPLOMA III ADMINISTRASI PERPAJAKAN FISIP USU

Aida W Batubara (Universitas Sumatera Utara)
Paham - Ginting (Universitas Sumatera Utara)
Arlina Nurbaity Lubis (Universitas Sumatera Utara)

Article Info

Publish Date
11 Jan 2015

Abstract

The objective of the research was to know and to analyze the influence of servicequality on students’ word of mouth through their satisfaction in the Diploma III ofTaxation Administration Study Program, FISIP USU. The type of the researchwas descriptive quantitative and its nature was descriptive explanatory. Theresult of the research showed that 1) service quality had positive and significantinfluence on students’ word of mouth through their satisfaction, 2) satisfactionhad positive and significant influence on students’ word of mouth, and 3) therewas indirect influence of service quality on students’ word of mouth through theirsatisfaction with the value of 0.235, while there was direct influence of servicequality on students’ word of mouth with the value of 0.394 which indicated thatdirect influence was more dominant that indirect influence.

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Journal Info
JURNAL ILMIAH MANAJEMEN & BISNIS
Website

Abbrev

mbisnis

Publisher

Universitas Muhammadiyah Sumatera Utara

Subject

Decision Sciences, Operations Research & Management

Description

Jurnal Ilmiah Manajemen dan Bisnis, published by the Departement Management, Faculty of Economics and Business, University of Muhammadiyah Sumatera Utara (UMSU), Medan, North Sumatra, Indonesia, which includes articles on the scientific research field of Management Sciences, includes the results of ...