INVESTIGATING THE EFFECT OF SERVICE QUALITY AND PERCEIVED VALUE ON SATISFACTION AND WORD OF MOUTH IN INDONESIA

Rahmawaty, Anita (2014) INVESTIGATING THE EFFECT OF SERVICE QUALITY AND PERCEIVED VALUE ON SATISFACTION AND WORD OF MOUTH IN INDONESIA. In: THE INTERNATIONAL CONFERENCE ON ISLAMIC STUDIES, ISLAMIC ECONOMIC AND ISLAMIC BANKING AND FINANCE, 21 JUNI 2014, IIUM MALAYSIA.

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Abstract

This research investigates the effect of service quality and perceived value on satisfaction and word of mouth. The primary objective of this research is to empirically test the impact of service quality and perceived value on satisfaction and word of mouth. This research is different from previous studies by integrating the variable of perceived value with satisfaction and word of mouth. There are four variables in this study, namely the service quality, perceived value, satisfaction and word of mouth. This research is a type of survey research by using a quantitative approach. The population number was 215 and the sample number was determined according to Isaac and Michael’s table which is at least 135. The questionnaires were distributed to the postgraduate students of State Islamic Studies College Kudus, using stratified random sampling method. For research model testing technique, it used the path analysis approach. The research's findings include five items. First, service quality positively and significantly has effect on satisfaction. Second, perceived value positively and significantly has effect on satisfaction. Third, service quality positively and significantly has effect on word of mouth. Fourth, perceived value is not related to the word of mouth. However, in this research, it is found that perceived value is indirectly able to influence the word of mouth through satisfaction. Fifth, satisfaction positively and significantly has effect on word of mouth. Finally, the research findings suggested that service quality is the important variable that has effect the satisfaction and word of mouth.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Service quality; perceived value; satisfaction; word of mouth
Subjects: Fiqih > Mu`alamat
Sosial > Ilmu Ekonomi
Divisions: Karya Ilmiah > Conference
Depositing User: M.Pd.I Sanusi Sanusi
Date Deposited: 02 Nov 2016 10:04
Last Modified: 03 Nov 2016 09:53
URI: http://eprints.stainkudus.ac.id/id/eprint/62

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