Dini Optimasi
Fakultas Ekonomi dan Bisnis, Universitas Jember
Bambang Irawan
Fakultas Ekonomi dan Bisnis, Universitas Jember
Imam Suroso
Fakultas Ekonomi dan Bisnis, Universitas Jember
DOI: https://doi.org/10.19184/bisma.v12i2.7889
ABSTRACT
The purpose of this research is to analyze the effect of service quality on satisfaction and word-of-mouth communication, and the effect of satisfaction on word-of-mouth communication on the outpatients of the Regional Hospital of dr. Soebandi Jember. This is a quantitative research with an explanatory approach. The population is all outpatients of the Regional Hospital dr. Soebandi Jember. Applying purposive sampling method, the sample consists of 180 respondents. Data were analyzed by Structural Equation Modeling (SEM) method. The results show that service quality has no significant effect on satisfaction, service quality has no significant effect on word-of-mouth communication, and satisfaction has a significant effect on word-of-mouth communication.
Keywords: Service Quality, Satisfaction, Word-of-Mouth Communication
Published
2018-06-30
Issue
Vol. 12 No. 2 (2018) Bisma: Jurnal Bisnis dan Manajemen
Pages
191-203
License
Copyright (c) 2025 Bisma: Jurnal Bisnis dan Manajemen
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