[PDF][PDF] Impact of service quality on word of mouth communication: mediating role of customer satisfaction

SA Afridi, M Haider, W Alam - Journal of Managerial Sciences, 2018 - qurtuba.edu.pk
Journal of Managerial Sciences, 2018qurtuba.edu.pk
This study determined the influence of service quality on word of mouth communication with
customer satisfaction as a mediator in private universities of Peshawar. Data was composed
of the students of private universities of Peshawar through convenience sampling technique.
Structural Equation Modeling (SEM), Confirmatory Factor Analysis (CFA) conducted to check
the model. In the lights of fit indices the proposed model was found fit. Hypotheses were
check through path analysis and found the correlation coefficient value of 0.76 significant at …
Abstract
This study determined the influence of service quality on word of mouth communication with customer satisfaction as a mediator in private universities of Peshawar. Data was composed of the students of private universities of Peshawar through convenience sampling technique. Structural Equation Modeling (SEM), Confirmatory Factor Analysis (CFA) conducted to check the model. In the lights of fit indices the proposed model was found fit. Hypotheses were check through path analysis and found the correlation coefficient value of 0.76 significant at p< 0.01 demonstrating a strong optimistic influence of service quality on word of mouth communication however the association became stronger when customer satisfaction intervened as the correlation coefficient value increased to 0.89.
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