KUALITAS PRODUK, PROSES DAN WORD OF MOUTH TERHADAP KEPUTUSAN PEMILIHAN JASA TRILIYA JAYA FOTOCOPY DAN PERCETAKAN SEMURUP KABUPATEN KERINCI

efrianto, efrianto KUALITAS PRODUK, PROSES DAN WORD OF MOUTH TERHADAP KEPUTUSAN PEMILIHAN JASA TRILIYA JAYA FOTOCOPY DAN PERCETAKAN SEMURUP KABUPATEN KERINCI. repository stie sak.

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Abstract

This study aims to: 1). To find out whether there is an effect of product quality, process, word of mouth on service selection decisions partially and simultaneously. 2) To find out how much influence product quality, process, and word of mouth have on service selection decisions partially and simultaneously. The population in this study were consumers of Triliya Jaya photocopying and printing. The sample for this study amounted to 100 respondents with a sampling technique that is based on chance. The data analysis tools used are Likert Scale, Descriptive Analysis, Multiple Linear Regression Analysis, Coefficient of Determination. Based on the results of the study indicate that: Product quality has a significant and positive effect on Service Selection Decisions (3.134 > 1.498498). The process has a significant and positive effect on the Service Selection Decision (2.664 > 1.498498). Word of Mouth has a significant and positive effect on Service Selection Decisions (3.678 < 1.498498). Both directly and indirectly Product Quality, Process and Word Of Mouth jointly affect the Service Selection Decision (88.889 > 2.70).

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