SERVICE QUALITY, CUSTOMER SATISFACTION, CUSTOMER LOYALTY AND WORD OF MOUTH AT PT. VILLA MITRA SEHATI BADUNG

Abstract

The purpose of this study were 1) to determine and analyze the effect of the Increasing
competition and customers are more selective and knowledgeable require service providers to
constantly improve the quality of service. In order to improve the quality of care, it must first
be known whether the service provided to customers had been in accordance with customer
expectations or not.
The problem in this study are: The main problem as an institution that services many
of its competitors is the service provided consumer expectations if it is appropriate or not?,
While the purpose of this research is to improve service quality, customer satisfaction customer
loyalty in order to create word of mouth is positive. From the analysis of the data using a SEM
analysis showed that the relationship between the variables affect each other positively and
significantly.

Keywords: Quality of Service, Customer Satisfaction, Customer Loyalty and Word Of Mouth