¹Bima Aniswandaru, ²Nanis Susanti, ³Endah Budiarti

^1,2,3The Faculty of Economics and Business, Universitas 17 Agustus 1945 Surabaya, Indonesia

DOI : https://doi.org/10.58806/ijsshmr.2024.v3i2n15

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ABSTRACT

This research aims to analyze the influence of product quality, trust and word of mouth on customer satisfaction with expectations as intervening variables. This research focuses on customers of PT Pegadaian Bratang Surabaya City Branch who doing pawn transactions and customer behavior. This research used a convenience sampling technique to meet the number of samples determined using the Slovin formula with a sample size of 389 respondents. SPSS Statistics 29.0 Program and SmartPLS version 4.0 programs were used to analyze and evaluate the results of this research by testing validity and reliability tests, statistical tests of outer models, inner models and hypothesis analyze. The research results show that (1) there is significant influence of product quality on customer satisfaction, (2) there is significant influence of product quality on expectations, (3) there is a significant influence of trust on customer satisfaction, (4) there is insignificant influence of trust on expectations, (5) there is significant influence of word of mouth on customer satisfaction, (6) there is significant influence of word of mouth on expectations, (7) there is significant influence of expectations on customer satisfaction.

KEYWORDS:

quality product, trust, word of mouth, expectation, customer satisfaction

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