| Banking industry competition is tougher and tight more days. To able to win in this tight market, every bank must pay attention to its brand awareness and perceived service quality (PSQ) to build customers commitment. This study aims to find out the influence of each PSQ elements and brand awareness to the customers word of mouth (WoM) through customers commitment as mediating factor. All empiric data from 188 respondents is analyzed using Structural Equation Modeling (SEM) method and processed with LISREL. Chi-Square/degrees of freedom (x2/df), RMSEA and confidence interval (CI) of the research model have achieved the requirement value. Three hypotesis of the research model are accepted. Reliability element and brand awareness has direct influenced to the WoM and indirectly mediated by customers commitment. Customers commitment has direct influence to WoM. |