This study aims to analyze the influence of the consumers satisfaction,
service quality and the incentive toward word-of-mouth behavior at efisiensi bus
service in Purwokerto. The sampling technique used is purposive sampling with
the sampling criteria is pasanger of Efisiensi bus Purwokerto-Yogyakarta that
have used more than once
The results of this study concludes that the consumer satisfaction and
service quality partially influence the word-of-mouth behavior of Efisiensi bus
pasanger in Purwokerto. While incentive did not influence. Consumer satisfaction,
service quality and incentive simultaneously influence the word-of-mouth
behavior Efisiensi pasanger in Purwokerto.