Wiratama, Alif Kurniawan (2024) Pengaruh Kualitas Pelayanan, Fasilitas dan Kepuasan Pelanggan terhadap Word of Mouth pada Wali Murid di TK Intan Surabaya. (The Influence of Service Quality, Facilities and Customer Satisfaction on Word of Mouth among Parents at Kindergarten Intan Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
This research aims to prove and analyze the effect of Service Quality, Facilities, and Customer Satisfaction on Student Guardians at INTAN Student Guardian Surabaya. The population in this study is WaliMurid at INTAN Surabaya Kindergarten in the 2023/2024 academic year. The sampling technique used a saturated sample with a sample size of 98 respondents The type of data used is quantitative data, derived from primary data sources (primary data) using a questionnaire. The instrument test used in this study is validity and reliability test. The data analysis used is multiple linear regression analysis, with hypothesis testing using the T test, F test., and the coefficient of determination (R²). The results of this study indicate that all indicators used in this study are valid and reliable. The t-test results state that service quality partially has no significant effect on word of mouth. Facilities partially have a significant effect on word of mouth. Customer Satisfaction partially has a significant effect on Word of Mouth. The results of the F test show that Service Quality, Facilities, and Customer Satisfaction simultaneously significantly affect word of mouth on student guardians at INTAN Surabaya student guardian. Meanwhile, the results of the coefficient of determination (R) test show that the effect of the independent variable on the dependent variable is 71,4%, while other variables outside the model studied influence the remaining 28,6%.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Facilities, Customer Satisfaction, Word of Mouth |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Manajemen |
| Depositing User: | 1212000014 Alif Kurniawan Wiratama |
| Date Deposited: | 25 Jul 2024 04:14 |
| Last Modified: | 26 Jul 2024 02:41 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/30104 |
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