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Research Article Open Access
Marketing communications by Word of Mouth or WOM universally important role in business success and is one of the marketing communication strategy, a strong impact on the performance of marketing, as well as playing an important role in influencing the purchasing decision back. WOM can be an alternative marketing communications for a private university based Islamic religion that have had difficulty in promoting the institution. The research aims to analyze the influence of service quality on WOM marketing communications. Another research aim is to analyze the role of satisfaction as a mediator, and the role of religiosity as moderator effect of service quality on WOM marketing communications. Respondents are students of University of Muhammadiyah Malang and University of Islam Malang who had conducted WOM. Data collected by questionnaire and analyzed using SEM PLS. The analysis showed that the service quality has no direct effect on WOM marketing communications. Service quality has direct effect on satisfaction, and satisfaction has direct effect on WOM. Another result is religiosity did not moderate the influence of satisfaction on WOM.
Service quality, Satisfaction, Word of mouth, Economic Capital, Financial Economics, Hospitality Management, Industrial and Management Optimization, Innovation Policy and the Economy, Socio-Economic Planning Sciences, Economic indicator, Total Quality Management (TQM), Value based Management, Entrepreneurial Development, Management in Education, Classical Economics, Monetary Neutrality, Econometrics, New Economy, Welfare Economics, Development Economics, Economic Transparency, Globalisation, Game theory