Dimensi Kualitas Layanan dan Pengaruhnya terhadap Loyalitas Mahasiswa dengan Tingkat Kepuasan sebagai Variabel Intervening

Mister Candera, Gumar Herudiansyah

Abstract


This study aims to analyze and describe the direct influence and indirect influence of service quality dimensions on student loyalty through student satisfaction. This study uses perimer data collected through questionnaires with a total of 350 students. Analysis of the data used is Path Analysis. Based on the results of the analysis it was found that tangible has a direct and indirect effect on student loyalty through student satisfaction. reliable variables, responsiveness, and empathy have a direct but not significant effect on loyalty. These three variables have a significant effect on student satisfaction. Meanwhile, assurances have an effect and are not significant towards student loyalty either directly or indirectly through student satisfaction. The results of this study can be used as information for Higher Education in making and implementing policies, so that students are more loyal to Higher Education as a place for respondents to study.

 

Keywords: Dimensions of Service Quality, Satisfaction, and Loyalty


Full Text:

PDF

References


Alves, Helena dan Raposo, Mario. 2007. The influence of university image in student’s expectiations satisfaction and loyalty. Linking Research, Policy and Practice

Austin, Amoon Jawaid dan Pervaiz, Sara. 2017. The relation between student loyalty and student satisfaction (a case of college/intermediate student at Forman Christian College). European Scientific Journal

Hardiyansyah. 2011. Kualitas Layanan Publik: konsep, dimensi, indikator, dan implementasinya. Yogyakarta: Gava Media.

Rijas-Mendez., Jose., Vasquez-Parraga., Arturo Z., Kara, Ali, dan Cerda-Urrutia, Arcadio. 2009. Determinan of student loyalty in Higher Education: a tested relationship approach in Latin America. Latin American Business Review, 10: 21-39

Thomas, Sam. 2011. What drives students loyalty in universities: an emprical model from India. Internationel Business Research. Volume 4, nomor 2 (183-192)

Wijaya, Tony. 2011. Manajemen Kualitas Jasa: desain servqual, QFD, dan Kano desertai contoh aplikasi dalam kasus penelitian. Jakarta: Indeks

Zeithaml L, Valerie A; A Parasuraman; Leonardo L. Berry, (1988), “Servqual a Multiple – Item Scale for Measuring Consumer Perception of Service Quality”, Journal and Retailing, Vol. 64, Spring, p. 12 – 40.




DOI: http://dx.doi.org/10.35137/jmbk.v7i2.254

Copyright (c) 2019 Mister Candera, Gumar Herudiansyah



Editorial Office
Jurnal Manajamen Bisnis Krisnadwipayana (JMBK)

Universitas Krisnadwipayana
Kampus Unkris Jatiwaringin Pondok Gede Jakarta Timur 17411
Phone: 0816 1353 180
Email: jmbk.fe@gmail.com

 


Creative Commons Licence

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.