- This study uses two independent variables i.e., service quality, and customer satisfaction with one dependent variable that is word of mouth. The use of variables in this study are expected to be able to figure out how the process is going on and what are the factors driving the creation of word of mouth on the website lazada.co.id. The sample of this research is the community that uses the services of Lazada.co.id. samples taken with a non probability sampling techniques. Data analysis method used is descriptive analysis, namely, test validity, reliability test, and a test of normality. Based on the results of data analysis, indicates that the variable quality of service had a positive influence that most small against the word of mouth lazada.co.id, as for the variable satisfaction influence positive and most influential against the word of mouth lazada.co.id. Intisari - Penelitian ini menggunakan dua variabel independent yaitu kualitas pelayanan, dan kepuasan konsumen dengan satu variabel dependent yaitu word of mouth. Penggunaan variabel-variabel pada penelitian ini diharapkan bisa mengetahui bagaimanakah proses yang terjadi dan apa sajakah faktor-faktor pendorong terciptanya word of mouth pada situs lazada.co.id. Sampel penelitian ini adalah masyarakat yang menggunakan jasa Lazada.co.id. sampel diambil dengan teknik non probability sampling. Metode analisis data yang digunakan adalah analisis deskriptif, yaitu uji validitas, uji reliabilitas, dan uji normalitas. Berdasarkan hasil analisis data, menunjukan bahwa variabel kualitas pelayanan mempunyai pengaruh positif yang paling kecil terhadap word of mouth lazada.co.id, adapun variabel kepuasan konsumen mempunyai pengaruh positif dan berpengaruh paling besar terhadap word of mouth lazada.co.id. Kata Kunci : Kualitas Pelayanan, Kepuasan Konsumen, Word of Mouth.