The Effect Of Service Quality and Business Location On Words Of Mouth Through Consumer Satisfaction as A Mediation Variable (Study on Customers of Wedangan “Ginastel” in Sukoharjo City)
DOI:
https://doi.org/10.47134/aaem.v2i3.581Keywords:
Service Quality, Business Location, Consumer Satisfaction, Word Of MouthAbstract
The purpose of this study is: 1) To test and measure the influence of service quality and business location on consumer Word of Mouth. (2) To test and measure the influence of service quality and business location on consumer Word of Mouth (3) To test and measure the influence of service quality and business location through customer satisfaction as a mediating variable. This study was conducted on Consumers of Wedangan "Ginastel" on Jalan Sulawesi, Mulyoharjo Village, Sukoharjo District, Sukoharjo City who actively shop every day with a minimum of 30 consumers. Or an average of 720 consumers per month based on 24 working days. 72 consumers were taken as samples. The results of the study found that there was an influence of service quality and business location on consumer satisfaction. Service quality and business location had an effect on word of mouth. There was an indirect influence of the relationship between service quality and business location on word of mouth through mediation, namely the mediator of consumer satisfaction. The objectives of this research were to: 1) test and measure the influence of service quality and business location on consumer satisfaction. (2) testing and measuring the influence of service quality and business location on consumer Word of Mouth (3) Testing and measuring the influence of service quality and business location through customer satisfaction as a mediating variable. This research was conducted on Wedangan "Ginastel" consumers on Jalan Sulawesi, Mulyoharjo sub-district, Sukoharjo sub-district, Sukoharjo City, who actively shop at least 30 consumers every day. Or the monthly average based on 24 working days is 720 consumers. 72 consumers were taken as samples. The research results found that there is an influence of service quality and business location on consumer satisfaction. Service quality and business location influence word of mouth. There is an indirect influence on the relationship between service quality and business location on word of mouth through mediation, namely consumer satisfaction as a mediator.
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