Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya

Jiewanto, Angela; Laurens, Caroline; Agustina Maureen Nelloh, Liza

doi:10.1016/j.sbspro.2012.03.155

Public

Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya

Shared by NobleBlocks on Jan 1, 2012 • 12:00 AM UTC

Authors:

Angela Jiewanto

Caroline Laurens

Liza Agustina Maureen Nelloh

Abstract

There are several problems occurred in Pelita Harapan University Surabaya (UPHS), which are dissatisfaction among students towards its service quality (SERVQUAL), and then it raised the negative perception and the low level of recommendation from its students. This is a case study that aimed to iden...

Subject

SERVQUAL

Service quality

Psychology

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