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description Journal article public Entrepreneur

Word of Mouth Communication Effect of Use of the Service Review

Indra Kurniawan
Published 2012

Abstract

Analysis factors influencing word communications of moth to re-service USAge enthusiasm. This research object is Fairy Shop, Research problems refers to business phenomenon Fairy Shop. For the reason this research problems is as follows : what increasing re-service USAge enthusiasm passed word communications of mouth. a model has been built and five research hypothesises has been formulated. Method accidental has been selected to obtain data required at this study. This research utilizes 145 respondents and overall of respondent is customers Fairy Shop Jombang. Data analysis utilizes Structural Equation Model with computer program Amos 16. Keywords: Total Quality Management, Customer and Customer Satisfaction. Result of this research shows between it that quality of service of influential positive to communications wom. Customer satisfaction of influential positive to communications wom. Commitment influential positive to commitment wom. Strength of the relation of influential positive to communications wom. Communications wom influential postif to re- service USAge enthusiasm.

Keywords : quality of relationship, customer satisfaction, commitment, relationship strength, word communications of mouth and re-service USAge enthusiasm.

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  • visibility 108 views
  • get_app 166 downloads