{"id":"https://openalex.org/W1998070261","doi":"https://doi.org/10.1016/j.sbspro.2012.03.155","title":"Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya","display_name":"Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya","publication_year":2012,"publication_date":"2012-01-01","ids":{"openalex":"https://openalex.org/W1998070261","doi":"https://doi.org/10.1016/j.sbspro.2012.03.155","mag":"1998070261"},"language":"en","primary_location":{"id":"doi:10.1016/j.sbspro.2012.03.155","doi":"https://doi.org/10.1016/j.sbspro.2012.03.155","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2012.03.155","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042812006222/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"},"volume":null,"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.sciencedirect.com/science/article/pii/S1877042812006222/pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5057310204","display_name":"Angela Jiewanto","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I102669525","display_name":"Pelita Harapan University","ror":"https://ror.org/02qhjtc16","country_code":"ID","type":"education","lineage":["https://openalex.org/I102669525"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Angela Jiewanto","raw_affiliation_strings":["University of Pelita Harapan in Surabaya, P.O.Box: 60234, Surabaya, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Pelita Harapan in Surabaya, P.O.Box: 60234, Surabaya, Indonesia","institution_ids":["https://openalex.org/I102669525"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5044583107","display_name":"Caroline Laurens","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I102669525","display_name":"Pelita Harapan University","ror":"https://ror.org/02qhjtc16","country_code":"ID","type":"education","lineage":["https://openalex.org/I102669525"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Caroline Laurens","raw_affiliation_strings":["University of Pelita Harapan in Surabaya, P.O.Box: 60234, Surabaya, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Pelita Harapan in Surabaya, P.O.Box: 60234, Surabaya, Indonesia","institution_ids":["https://openalex.org/I102669525"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5083489850","display_name":"Liza Agustina Maureen Nelloh","orcid":"https://orcid.org/0000-0002-8961-8979","observed_orcids":["https://orcid.org/0000-0002-8961-8979"]},"institutions":[{"id":"https://openalex.org/I102669525","display_name":"Pelita Harapan University","ror":"https://ror.org/02qhjtc16","country_code":"ID","type":"education","lineage":["https://openalex.org/I102669525"]}],"countries":["ID"],"is_corresponding":true,"raw_author_name":"Liza Nelloh","raw_affiliation_strings":["University of Pelita Harapan in Surabaya, P.O.Box: 60234, Surabaya, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Pelita Harapan in Surabaya, P.O.Box: 60234, Surabaya, Indonesia","institution_ids":["https://openalex.org/I102669525"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5083489850"],"corresponding_institution_ids":["https://openalex.org/I102669525"],"apc_list":null,"apc_paid":null,"fwci":26.5379,"has_fulltext":true,"cited_by_count":136,"citation_normalized_percentile":{"value":0.99799096,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":100},"biblio":{"volume":"40","issue":null,"first_page":"16","last_page":"23"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9771000146865845,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9771000146865845,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.017799999564886093,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12738","display_name":"Corporate Identity and Reputation","score":0.0017000000225380063,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8600000143051147},{"id":"https://openalex.org/keywords/university-image","display_name":"university image","score":0.7730000019073486},{"id":"https://openalex.org/keywords/student-satisfaction","display_name":"student satisfaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/word-of-mouth-intention","display_name":"word-of-mouth intention","score":0.9319999814033508},{"id":"https://openalex.org/keywords/higher-education-service-quality","display_name":"academic service quality","score":0.6940000057220459},{"id":"https://openalex.org/keywords/private-universities","display_name":"private universities","score":0.9120000004768372},{"id":"https://openalex.org/keywords/asset-tangibility","display_name":"tangibility","score":0.7080000042915344},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.9829999804496765},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9940000176429749},{"id":"https://openalex.org/keywords/assurance","display_name":"assurance","score":0.9900000095367432},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.9990000128746033}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.8932086229324341},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7065520286560059},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6713401079177856},{"id":"https://openalex.org/C100363876","wikidata":"https://www.wikidata.org/wiki/Q690661","display_name":"Nonprobability sampling","level":3,"score":0.6007639765739441},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.5350860953330994},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.48240625858306885},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.4476020038127899},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.43849119544029236},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.43439146876335144},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.42559126019477844},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.3966406583786011},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.3634604513645172},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23136451840400696},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.17506557703018188},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.11700960993766785},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.10271167755126953},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.08187684416770935},{"id":"https://openalex.org/C149923435","wikidata":"https://www.wikidata.org/wiki/Q37732","display_name":"Demography","level":1,"score":0.06571981310844421},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.059276044368743896},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/j.sbspro.2012.03.155","doi":"https://doi.org/10.1016/j.sbspro.2012.03.155","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2012.03.155","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042812006222/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1016/j.sbspro.2012.03.155","doi":"https://doi.org/10.1016/j.sbspro.2012.03.155","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2012.03.155","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042812006222/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","display_name":"Quality education","score":0.6164000034332275}],"sustainable_development_goals_aurora":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1998070261.pdf","grobid_xml":"https://content.openalex.org/works/W1998070261.grobid-xml"},"referenced_works_count":23,"referenced_works":["https://openalex.org/W43442728","https://openalex.org/W186204833","https://openalex.org/W288850694","https://openalex.org/W1482684370","https://openalex.org/W1485458905","https://openalex.org/W1491468901","https://openalex.org/W1544611452","https://openalex.org/W1974632272","https://openalex.org/W1978817606","https://openalex.org/W2024180819","https://openalex.org/W2026368098","https://openalex.org/W2032199008","https://openalex.org/W2055929914","https://openalex.org/W2066180986","https://openalex.org/W2072045818","https://openalex.org/W2087750581","https://openalex.org/W2120523603","https://openalex.org/W2317223749","https://openalex.org/W2329745760","https://openalex.org/W3110479339","https://openalex.org/W3144304781","https://openalex.org/W3149640312","https://openalex.org/W4235387994"],"related_works":["https://openalex.org/W2916533413","https://openalex.org/W4220971979","https://openalex.org/W7151504236","https://openalex.org/W4390353329","https://openalex.org/W4251237740","https://openalex.org/W4403269579","https://openalex.org/W1035813241","https://openalex.org/W4405920278","https://openalex.org/W7134286385","https://openalex.org/W4414148906"],"abstract_inverted_index":{"There":[0],"are":[1,12,152],"several":[2],"problems":[3],"occurred":[4],"in":[5,168],"Pelita":[6],"Harapan":[7],"University":[8],"Surabaya":[9],"(UPHS),":[10],"which":[11,92,151,164],"dissatisfaction":[13],"among":[14],"students":[15,86],"towards":[16],"its":[17,35],"service":[18],"quality":[19],"(SERVQUAL),":[20],"and":[21,28,57,115,118,135,143,157],"then":[22,119],"it":[23,120],"raised":[24],"the":[25,29,46,62,65,68,96,112,123,149],"negative":[26],"perception":[27],"low":[30],"level":[31],"of":[32,48],"recommendation":[33],"from":[34,99],"students.":[36,101],"This":[37,138],"is":[38],"a":[39,108],"case":[40],"study":[41,139],"that":[42,105],"aimed":[43,93],"to":[44,50,84,94,111,122,141,147,159,166],"identify":[45],"influence":[47],"SERVQUAL":[49,106,134],"WOM":[51,125,128,162],"Intention":[52,129,163],"mediated":[53],"by":[54,87,133],"student":[55,113,136,161],"satisfaction":[56,114],"university":[58,116],"image.":[59],"To":[60],"see":[61,95],"relationship":[63],"between":[64],"variables":[66],"simultaneously,":[67],"researchers":[69],"use":[70],"Structural":[71],"Equation":[72],"Model":[73],"with":[74],"first":[75],"order":[76],"Confirmatory":[77],"Factor":[78],"Analysis.":[79],"The":[80,102],"questionnaires":[81],"were":[82],"distributed":[83],"140":[85],"using":[88],"purposive":[89],"sampling":[90],"technique":[91],"accurate":[97],"results":[98,103],"qualified":[100],"indicated":[104],"had":[107],"positive":[109,124],"impact":[110],"image,":[117],"impacted":[121],"Intention.":[126],"However,":[127],"was":[130],"influenced":[131],"negatively":[132],"satisfaction.":[137],"contributed":[140],"UPHS":[142],"other":[144],"private":[145],"universities":[146],"increase":[148,160],"SERVQUAL,":[150],"tangibility,":[153],"reliability,":[154],"responsiveness,":[155],"assurance,":[156],"empathy":[158],"regards":[165],"sustainability":[167],"higher":[169],"education":[170],"sector.":[171]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":13},{"year":2023,"cited_by_count":10},{"year":2022,"cited_by_count":18},{"year":2021,"cited_by_count":17},{"year":2020,"cited_by_count":13},{"year":2019,"cited_by_count":15},{"year":2018,"cited_by_count":12},{"year":2017,"cited_by_count":8},{"year":2016,"cited_by_count":6},{"year":2015,"cited_by_count":6},{"year":2014,"cited_by_count":5},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}