PENGARUH KUALITAS LAYANAN DAN KEMUDAHAN PENGGUNAAN TERHADAP KEPUASAN SERTA DAMPAKNYA PADA INFORMASI LISAN PELANGGAN NOKIA DI SURABAYA

This research aims to empirically investigate the effect of service quality and ease of use to customer satisfaction and the impact of word of mouth for a Nokia customers in Surabaya. This research is quantitative research using This research suffers from a limitation in that it uses a convenience sampling technique without a fully matched profile of the respondents. The customer satisfaction have a significant impact on word of mouth. The respondents are the 102 customers of Nokia in Surabaya from 150 questioners of the research spread. The data were collected by spreading direct questioners to all the customers of Nokia in Surabaya. This research is to investigate the telecommunication industry and the result of this the ease of use is postively significant to the customer satisfaction,and the customer satisfaction is positively significant to the word of mouth. In a high technology communication can increase the customer satisfaction by using those technology with a great tangibility and a good quality. It can impacts to the word of mouth for customers, in order to customers can say anything about what they feel by using those technology to another customers who will be use the same technology they used. Keywords : Service Quality, Customer Satisfaction, Word of Mouth,Communication of Technology, Nokia, Surabaya