The Effect of Service Quality and Customer Satisfaction Toward Word of Mouth Intention

DOI

10.2991/piceeba2-18.2019.52How to use a DOI?

Keywords

service quality, customer satisfaction, word of mouth.

Abstract

In this article we have developed the effect of service quality and customer satisfaction toward word of mouth intention. From the existing theories and research that has been done by several researchers about the relationship between these variables, we argue that service quality has a significant effect on customer satisfaction. Customer satisfaction is the consumer's response to the service by comparing it with what is expected. Therefore, the company ensures that their customers have a memorable and enjoyable experience when using services. In addition, the quality of service also has a significant effect toward word of mouth intention. And customer satisfaction also has a significant toward word of mouth intention. Word of mouth is communication carried out by recipients of services to other people related to the services they receive, both positive and negative. In order to maintain the company's image, companies need to optimize customer satisfaction through the quality of services provided.

Copyright

© 2019, 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  - Yeni Susilowati
AU  - Yasri Yasri
PY  - 2019/04
DA  - 2019/04
TI  - The Effect of Service Quality and Customer Satisfaction Toward Word of Mouth Intention
BT  - Proceedings of the 2nd Padang International Conference on Education, Economics, Business and Accounting (PICEEBA-2 2018)
PB  - Atlantis Press
SP  - 393
EP  - 401
SN  - 2352-5428
UR  - https://doi.org/10.2991/piceeba2-18.2019.52
DO  - 10.2991/piceeba2-18.2019.52
ID  - Susilowati2019/04
ER  -