Syahputra, Firnanda Dwi and , Kussudyarsana, S.E., M.Si., Ph.D. (2024) Pengaruh Customer Experience Dan Service Quality Terhadap Word Of Mouth Pada Hotel Bobobox Dengan Customer Satisfaction Sebagai Variabel Intervening (Studi Kasus Hotel Bobobox Surakarta). Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
The purpose of this research is to determine whether customer experience and service quality can affect word of mouth mediated by customer satisfaction at Bobobox hotel. The method used in this research is quantitative research with the sampling technique used, namely non probability sampling, with purposive sampling method. The results in this research indicate that customer experience has no effect on word of mouth, but service quality affects word of mouth, customer experience affects customer satisfaction, service quality affects customer satisfaction, customer satisfaction affects word of mouth, customer satisfaction can mediate the relationship between customer experience and word of mouth, customer satisfaction can mediate the relationship between service quality and word of mouth.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | customer experience, service quality, word of mouth, customer satisfaction |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Management, Business and Labor H Social Sciences > HD Management, Business and Labor > HD28 Management H Social Sciences > HD Management, Business and Labor > HD28 Management > HD283 Marketing Management H Social Sciences > HE Communications > HE2 Public Relations H Social Sciences > HE Communications > HE4 Social Media H Social Sciences > HF Commerce |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | FIRNANDA DWI SYAHPUTRA |
| Date Deposited: | 26 Feb 2024 00:54 |
| Last Modified: | 26 Feb 2024 00:54 |
| URI: | http://eprints.ums.ac.id/id/eprint/122206 |
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