The The Role of Customer Satisfaction on the Relationship between Service Quality, Price and Word of Mouth (WOM): The Experience of EDTL.EP in Dili, Timor-Leste

Service quality, price, customer satisfaction and word of mouth (WOM) appear to be the most important variables in today’s business market, many researchers have focused their attentions on relationships. This research aims test influence service quality price WOM, as well mediation effect relationship between with WOM. Using accidental sample method, this study collects data from 315 respondents Timor-Leste Electricity, State-owned Entreprise namely Eletricidade de Timor Leste, Empresa Publica (EDTL.EP) customers who are based Dili Municipality, tests hypothesis using SMART-PLS 3.0. Result shows that both WOM positive significant effect. contributes extensive discussions related different industries. It is also expected contribute improvement EDTL.EP management provide better meet customers’ expectation encourage more recommendations other via