PENGARUH KUALITAS PELAYANAN TERHADAP WORD OF MOUTH DENGAN KEPERCAYAAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Survei pada Konsumen PT Sinar Mas Cabang Surakarta)

Authors

  • Susi Widiyanti, Untung Sriwidodo & Erni Widajanti

Abstract

PT Sinar Mas is a provider of financing vehicle loans. Problem faced by
companies today is the declining number of customers, due to the high competition
among companies financing in Surakarta. The purpose of research is to analyze the
significance of the impact of service quality on customer confidence. Analyze the
significance of the influence of service quality and customers' trust in the word of mouth
customers. Analyze customer confidence mediate service quality to the word of mouth.
This study uses survey method, the type of data used quantitative and qualitative data,
the data source used primary data and secondary data. The population in this study all
customers of PT Sinar Mas Surakarta Branch-month period October 2016 to December
2016. The number of samples in this study as many as 100 people, the sampling
technique uses accidental sampling. Data collection methods used were questionnaires.
Data analysis technique used to test the validity, reliability test, classic assumption test,
and path analysis. In conclusion, there was a significant effect of service quality on
customer confidence. There was a significant influence on the quality of service word of
mouth. There was a significant influence customers' confidence in the word of mouth.
Trust mediates the effect of service quality on word of mouth.
Keywords: service quality, customer trust, word of mouth.

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Published

2017-12-12

Issue

Vol. 17 No. 3 (2017): Jurnal Ekonomi dan Kewirausahaan : September

Section

Artikel

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