The Influence of Quality of Service and Satisfaction on Word of Mouth

Lino Pereira, Yuni Istanto, Dyah Sugandini

2019

Abstract

This study is a survey study using inpatients in hospitals. Data were collected from 200 respondents using non-probability sampling techniques. This study aims to analyze word of mouth which is influenced by service quality and patient satisfaction. The quality of service in this study is divided into three dimensions, namely responsiveness, assurance and empathy. This study uses inpatient respondents in hospitals in Timor Leste and Yogyakarta, Indonesia. The results showed that all proposed hypotheses could be accepted. Quality of service can influence Word of mouth by mediating patient satisfaction.

Paper Citation

in Harvard Style

Pereira L., Istanto Y. and Sugandini D. (2019). The Influence of Quality of Service and Satisfaction on Word of Mouth.In Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - Volume 1: ICBEEM, ISBN 978-989-758-471-8, pages 84-88. DOI: 10.5220/0009964200840088

in Bibtex Style

@conference{icbeem19,
author={Lino Pereira and Yuni Istanto and Dyah Sugandini},
title={The Influence of Quality of Service and Satisfaction on Word of Mouth},
booktitle={Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - Volume 1: ICBEEM,},
year={2019},
pages={84-88},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009964200840088},
isbn={978-989-758-471-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - Volume 1: ICBEEM,
TI - The Influence of Quality of Service and Satisfaction on Word of Mouth
SN - 978-989-758-471-8
AU - Pereira L.
AU - Istanto Y.
AU - Sugandini D.
PY - 2019
SP - 84
EP - 88
DO - 10.5220/0009964200840088