ANALYSIS THE INFLUENCE OF SERVICE QUALITY CUSTOMER SATISFACTION COMMITMENT AND POWER OF RELATIONSHIP TO WORD OF MOUTH (case study at consumen car repair shop PT Persada Lampung Raya in Bandar Lampung)

Abstract

This study aims to determine analysis the influence of service quality, customer satisfaction, commitment and power of relationship to word of mouth (case study at consumen car repair shop PT Persada Lampung Raya in Bandar Lampung). This type of research is explanative research, the study population is consumen doing car repairs at car repair shop PT Persada Lampung Raya in Bandar Lampung, a sample is 97 respondent, sampling technique using non probability sampling with method accindental sampling. The analysis method used simple linear regression and multiple  linear  regression.  The  result  of  data  analysis  partially show  that  variable  service  quality,  customer satisfaction, commitment and power of relationship significant effect on the word of mouth.   The result of data analysis simultaneously show that all variables together significant effect on the word of mouth. Conclusion: service quality, customer satisfaction, commitment and power of relationship partially and simultaneously significant effect on the word of mouth.

Keywords: service quality, service quality, customer satisfaction, commitment and power of relationship to word of mouth