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Teresia Purnomo Salim
University of Brawijaya
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#1Teresia Purnomo Salim (UB: University of Brawijaya)
#2Mintarti Rahayu (UB: University of Brawijaya)H-Index: 3
Last.Sudjatno Sudjatno (UB: University of Brawijaya)H-Index: 1
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The purpose of the study was to test and explain the effect of service quality on customer satisfaction and word of mouth customers, as well as the effect of service quality on customer word of mouth mediated by customer satisfaction tutoring in Malang. The study population was students at the three biggest tutorings in Malang City who would take part in preparation for college admission selection in 2016. The research sample was 69 people who were determined by purposive sampling. Data analysis...
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