THE EFFECT OF SERVICE QUALITY AND WORD OF MOUTH ON CUSTOMER SATISFACTION IN TUTORING FOR GREAT CHILDREN IN DAM VILLAGE

This study aims to (1) to determine the partial influence between service quality variables and word of mouth on customer satisfaction in Tutoring Anak Hebat Bendungan (2) to determine the simultaneous influence between service quality variables and word of mouth on customer satisfaction in Tutoring Anak Hebat Bendungan (3) to determine the most influential variable between service quality variables and word of mouth on customer satisfaction on Great Child Tutoring Dam. This study used quantitative research methods. The population in this study is students and guardians of customers of Anak Hebat Damungan tutoring customers. The sample in this study amounted to 55 respondents taken by saturated sampling technique. The analysis method in this study uses multiple linear analysis. The results of this study show that the variables of service quality and word of mouth have a significant effect on customer satisfaction. The conclusion in this study is that the higher the contribution of service quality variables and word of mouth felt by customers, the better the effect on customer satisfaction of Tutoring for Great Children in Damungan village.

Keywords: Service Quality, Word Of Mouth, Customer Satisfaction