Pengaruh Kualitas Layanan, Kepuasan Pelanggan, Kepercayaan dan Loyalitas Pelanggan Terhadap Word of Mouth pada Pengguna Jasa Transportasi Online Grab di Surabaya

This study aims to determine: (1) the effect of service quality on word of mouth on online transportation service Grab user in Surabaya, (2) the effect of customer satisfaction on word of mouth on online transportation service Grab user in Surabaya, (3) the effect of trust on word of mouth on online transportation service Grab user in Surabaya, (4) the effect of customer loyalty on word of mouth on online transportation service Grab user in Surabaya, and (5) the effect of service quality, customer satisfaction, trust, and customer loyalty on word of mouth on online transportation service Grab user in Surabaya. The population in this study is customers of online transportasi service Grab users in Surabaya City. The sampling technique used purposive sampling with the number of samples counted 100 respondents. Data collection techniques using questionnaires that have been teste for validity and reliability. Data analysis technique used multiple regression. The result of the research show that there is positive influence of service quality, customer satisfaction, trust, and customer loyalty on word of mouth on online transportation service Grab user in Surabaya