The effect of product quality, service quality, customer value on customer satisfaction and word of mouth (study on customer of Telkom IndiHome Purwokerto)

RACHMAN, Afif Syaiful (2018) The effect of product quality, service quality, customer value on customer satisfaction and word of mouth (study on customer of Telkom IndiHome Purwokerto). Skripsi thesis, Universitas Jenderal Soedirman.

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Abstract

This study aims to find out "The Effect of Product Quality, Service Quality, Customer Value on Customer Satisfaction and Promotion of Mouth to Mouth". The population in this study were Telkom customers of IndiHome Purwokerto. This study uses a sample of 150 respondents. The sampling technique was carried out by convenience sampling method. Data analysis uses path analysis. The results of the analysis show that: (1) Product quality has a positive effect on the customer satisfaction of Telkom IndiHome, Purwokerto, (2) Service quality has a positive effect on the customer satisfaction of Telkom IndiHome, Purwokerto, (4) Customer satisfaction has a positive effect on word of mouth Telkom IndiHome, Purwokerto, (5) Product quality has a positive effect on word of mouth Telkom IndiHome, Purwokerto, (6) Service quality has a positive effect on word of mouth Telkom IndiHome, Purwokerto, (7) Customer value of has a positive effect on word of mouth Telkom IndiHome, Purwokerto.

Item Type: Thesis (Skripsi)
Nomor Inventaris: C18323
Uncontrolled Keywords: Product Quality, Service Quality, Customer Value, Customer Satisfaction, Word of Mouth
Subjects: C > C1020 Customer services
C > C793 Consumers
Divisions: Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User: Mrs Endang Kasworini
Date Deposited: 13 Aug 2020 03:31
Last Modified: 13 Aug 2020 03:31
URI: http://repository.unsoed.ac.id/id/eprint/4909

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