PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP WORD OF MOUTH DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (STUDI PADA PENGUNJUNG TIMEZONE PLAZA SURABAYA)

Abstract

Abstract: Influence of Service Quality and Price on Word of Mouth With Customer Satisfaction as an Intervening Variable (Studi on Visitors Timezone Plaza Surabaya). Competition services company that happens in the present, especially entertain service and family is game which is services sectors that are consumed and have a huge impact on economic growth. To be able to withstand the competition, the company must continue to fix themselves to improving the the quality of services and prices to create customer satisfaction. One of the advantages which can be obtained by the company if the customer experience is the customer satisfaction will do the word of mouth. This study is conclusive research. The population in this study is the customer of the customer Timezone Plaza Surabaya minimum 16 years old and have been using the services Timezone Plaza Surabaya at least twice. Samples taken as many as 158 people with accidental sampling technique. The measurement used is the questionnaire, and data were analyzed by Structural Equation Modeling. The results showed that the effect of variable services quality and price to customer satisfaction Timezone Plaza Surabaya amounted to 34.3%. The effect of variable services quality, price, and customer satisfaction Timezone Plaza Surabaya against the word of mouth for 58.2%..

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