PENGARUH SUASANA LAYANAN TERHADAP WORD OF MOUTH YANG DIMEDIASI OLEH INTERAKSI ANTAR PELANGGAN PADA PT. COFFEE TOFFEE INDONESIA DI SURABAYA

This study aims to determine the influence of the atmosphere existing services at PT. Coffee Toffee Indonesia in Surabaya, which may directly affect word of mouth and indirectly mediated by the interaction among the customer or commonly referred to mediation. This study were drawn based on those 100 customers of Coffee Toffee tested using judgment sampling. Data was collected using a questionnaire first tested on validity and reliability. The analysis is used path analysis to test equipment SPSS 17. The hypothesis that the two received significantly where there are significant positive direct effect between a friendly at the service of the word of mouth and for the second hypothesis that the influence of the atmosphere to the service of word of mouth that is mediated by the interaction between the customers . Implications of further research, Coffee Toffee should be led to a positive atmosphere in the service and could be felt all its customers, in order to appear the interaction between the customer could be generate positive word of mouth. The key for success of a company is how companies can serve customers well and can create a positive interaction was also positive word of mouth. Keywords: atmospheric service, customer to customer interaction, word of mout