Abstract
This study is aimed to analyse the impact of service quality, price perception, to word of mouth (WOM) through customer satisfaction as intervening. The study was conducted at Denpasar, Bali with a population all customers of Go-Jek transportation service and the sample size of 100 respondens. The data were collected by distributing questionnaires and using a Likert scale to measure 15 indicators. The analysis technique used in this research is path analysis, accompanied by classical assumption tests and Sobel test. The result of this study indicates that service quality and price perception has a positive and significant effect to customer satisfaction, service quality and price perception has a positive and significant effect towards WOM, customer satisfaction has a positive and significant effect towards WOM and customer satisfaction positively and signifianly mediatesthe effect of service quality and price perception to WOM. The results also showed that satisfaction is able to mediate the effect of service quality and price perception towards the positive WOM.
 Keywords: service quality, price perception,customer satisfaction, word of mouth
Highlights
This study is aimed to analyse the impact of service quality, price perception, to word of mouth (WOM) through customer satisfaction as intervening
The result of this study indicates that service quality and price perception has a positive and significant effect to customer satisfaction, service quality and price perception has a positive and significant effect towards WOM, customer satisfaction has a positive and significant effect towards WOM and customer satisfaction positively and signifianly mediatesthe effect of service quality and price perception to WOM
The results also showed that satisfaction is able to mediate the effect of service quality and price perception towards the positive WOM
Summary
This study is aimed to analyse the impact of service quality, price perception, to word of mouth (WOM) through customer satisfaction as intervening. Sedangkan manfaat praktis penelitian ini diharapkan dapat digunakan oleh pihak penyedia layanan jasa transportasi online sebagai bahan pertimbangan dalam merumuskan kebijakan pemasaran yang berhubungan dengan kualitas pelayanan dan persepsi harga untuk menciptakan kepuasan pelanggan yang akan berdampak pada WOM.
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