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Authors: Lino Pereira ; Yuni Istanto and Dyah Sugandini

Affiliation: Universitas Pembangunan Nasional Veteran Yogyakarta, Indonesia

Keyword(s): Quality of service, satisfaction, and word-of-mouth.

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.

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Paper citation in several formats:
Pereira, L.; Istanto, Y. and Sugandini, D. (2020). The Influence of Quality of Service and Satisfaction on Word of Mouth. In Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - ICBEEM; ISBN 978-989-758-471-8, SciTePress, pages 84-88. DOI: 10.5220/0009964200840088

@conference{icbeem20,
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 - ICBEEM},
year={2020},
pages={84-88},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009964200840088},
isbn={978-989-758-471-8},
}

TY - CONF

JO - Proceedings of the International Conference of Business, Economy, Entrepreneurship and Management - 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 - 2020
SP - 84
EP - 88
DO - 10.5220/0009964200840088
PB - SciTePress

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