Mediating Role of Satisfaction on Relationship between Service Quality and Word of Mouth in Islamic Private Universities in Indonesia

DOI

10.2991/amca-18.2018.147How to use a DOI?

Keywords

Service quality, Satisfaction, Word of mouth.

Abstract

The research aim is to analyze the role of satisfaction as a mediator on the effect of service quality on WOM. Respondents are students who had conducted WOM in two biggest private Islamic universities owned by non-governmental organizations in Indonesia; University of Muhammadiyah Malang and University of Islam Malang. The data collected used questionnaire and are analyzed by using SEM PLS. The result shows that satisfaction has partially been mediated on the relationship between service quality and WOM.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Eko Handayanto
PY  - 2018/07
DA  - 2018/07
TI  - Mediating Role of Satisfaction on Relationship between Service Quality and Word of Mouth in Islamic Private Universities in Indonesia
BT  - Proceedings of the 5th International Conference on Community Development (AMCA 2018)
PB  - Atlantis Press
SP  - 530
EP  - 534
SN  - 2352-5398
UR  - https://doi.org/10.2991/amca-18.2018.147
DO  - 10.2991/amca-18.2018.147
ID  - Handayanto2018/07
ER  -