Proceedings of the 5th International Conference on Community Development (AMCA 2018)

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

Authors
Eko Handayanto
Corresponding Author
Eko Handayanto
Available Online July 2018.
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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Volume Title
Proceedings of the 5th International Conference on Community Development (AMCA 2018)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
July 2018
ISBN
10.2991/amca-18.2018.147
ISSN
2352-5398
DOI
10.2991/amca-18.2018.147How to use a DOI?
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/).

Cite this article

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  -