Analysis of Service Quality on Electronic Word of Mouth (E-WOM) through Customer Satisfaction


Authors : Alfianor, Bagus Teja Harmoko, Roberto T Sanjaya.

Volume/Issue : Volume 3 - 2018, Issue 12 - December

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://goo.gl/TkAHE8

Thomson Reuters ResearcherID : https://goo.gl/KTXLC3

The purpose of this study is 1) Analyzing service quality affects the electronic word of mouth (EWOM) on customers 2) Analyzing service quality has an effect on customer satisfaction 3) Analyzing customer satisfaction influences electronic word of mouth (EWOM) on customer 4) Analyzing service quality influences electronic word of mouth (E-WOM) through customer satisfaction. The type of research used is Explanatory Research, with a total sample of 100 respondents. The data analysis technique used in this study is path analysis. The results of the analysis can be seen that service quality has an effect on electronic word of mouth (E-WOM) on customers. Quality of service affects customer satisfaction. While service quality has an effect on electronic word of mouth (E-WOM)) through customer satisfaction.

Keywords : Service Quality, Electronic Word of Mouth (E-WOM) and Customer Satisfaction.

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