The Effect of Service Quality, School Image, and Student Satisfaction on Loyalty

This study aimed to determine service quality, school image, and student satisfaction with student loyalty at SMKN 2 Buduran. This study used quantitative research methods. Data were obtained from 50 students at SMKN 2 Buduran Sidoarjo. Analysis of the data used using Google Form as a research medium for service quality, school image, and student satisfaction with student loyalty. The results obtained from the study can be concluded: the quality of school services to students was almost fulfilled. The better the quality of service provided by the school to students, the higher the student loyalty. The image of the school according to students' views was good. The higher the image quality of the school, the higher the loyalty that students had so that students became satisfied while learning. Student satisfaction according to the assessment of students was quite fulfilled. So that the higher the student satisfaction, the higher the student's loyalty to the school. Students' views on service quality, school image, and student satisfaction were almost fulfilled because the higher the loyalty given to students, the higher the students' loyalty to the school so that students felt satisfied in carrying out learning activities at school.

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The Effect of Service Quality in the Formation of Brand Image: Fitness Center in Bekasi, West Java, Indonesia

International Journal of Multicultural and Multireligious Understanding ◽

10.18415/ijmmu.v7i11.2144 ◽

2020 ◽

Vol 7 (11) ◽

pp. 119

Author(s):

Alfia Pantjoro

Keyword(s):

Service Quality ◽

Quantitative Research ◽

Service Industry ◽

Brand Image ◽

Services Quality ◽

Image Formation ◽

Quality Of Services ◽

Quantitative Research Methods ◽

Fitness Center

For companies that are engaged in the service industry, quality of service is one of important factor in establishing a positive brand image. The purpose of this study is to know (1) whether or not the effect of services quality on brand image formation of Gold's Gym Bekasi, (2) direction and magnitude of services quality on brand image formation of Gold's Gym Bekasi. The theory used in this research is the theory of services quality and brand image formation theory. This study uses quantitative research methods and involves as many as 96 respondents who have become members and have exercised in Gold's Gym Grand Metropolitan Mall Bekasi. The results found that there is an influence of 76% between services quality and brand image formation of the fitness center. This study shows the direction of positive influence, where if the quality of services is improved then the brand image formation of the fitness center will also increase by 0.571. The results of this study states that the service quality of services affects the brand image formation of the Gold's Gym Bekasi.

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Penerbangan Batik Air Pada PT. Lion Group di Bandara Sultan Syarif Khasim II Pekanbaru

EQUILIBRIUM Jurnal Ilmiah Ekonomi dan Pembelajarannya ◽

10.25273/equilibrium.v6i2.2927 ◽

2018 ◽

Vol 6 (2) ◽

pp. 112

Author(s):

Jeli Nata Liyas

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Research Methods ◽

Quantitative Research ◽

Quantitative Research Methods ◽

Independent Variable ◽

Count Table

This study aims to determine the effect of service quality on customer satisfaction at Sultan Syarif Khasim II Airport Pekanbaru. Using a sample of 100 people. In this study the authors use descriptive and quantitative research methods using SPSS method.From the result of research, the value of titung variable of service quality is 20,764 and t value is table 1,660, so t > t (20,764 > 1,660) and significant value 0,000 < 0,05, so it can be count table concluded that service quality variable positively and significant customer satisfaction. The value of R square = 0,815 means 81,5% influence of independent variable (Service Quality) to dependent variable (Customer Satisfaction) equal to 81,5% and while remaining 18,5% influenced by other variable not examined.Finally from this study can be concluded that customer satisfaction has a positive and significant impact on customer satisfaction, so it is advisable to Air Batik airline to be able to maintain and continue to improve the quality of service.

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The Effect of Service Quality and Marketing Programs on Third Party Funds

Ilomata International Journal of Management ◽

10.52728/ijjm.v1i1.28 ◽

2019 ◽

Vol 1 (1) ◽

pp. 8-12

Author(s):

Putri Rahmawati Septya ◽

Pramudya A Taufik ◽

Zacky Yusuf

Keyword(s):

Service Quality ◽

Research Methods ◽

Quantitative Research ◽

Third Party ◽

Quality Of Services ◽

Bank Branch ◽

Quantitative Research Methods

Competition between banks is currently very tight. To win the competition the bank must pay attention to the needs and desires of its customers. The quality of services and marketing programs is thought to play an important role in the growth of Third Party Funds. This study aims to examine the Effect of Service Quality and Marketing Programs on Third Party Funds at DKI Bank Sunter Branch. This research uses quantitative research methods by distributing questionnaires. The population of this research is all new customers in 2018 at DKI Bank Branch Sunter, which numbered 1000 customers, with a sample of 150 respondents. The results showed that partially and simultaneously the quality of services and marketing programs had a significant effect on Third Party Funds

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Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

WIDYA MANAJEMEN ◽

10.32795/widyamanajemen.v2i1.546 ◽

2020 ◽

Vol 2 (1) ◽

pp. 10-27

Author(s):

Dewa Nyoman Benni Kusyana ◽

Putu Atim Purwaningrat ◽

Milla Permata Sunny

Keyword(s):

Higher Education ◽

Quality Of Service ◽

Service Quality ◽

Student Satisfaction ◽

Sampling Technique ◽

Simple Random Sampling ◽

Five Dimensions ◽

Student Loyalty ◽

Education Service

Quality of service plays an important role in the world of education, especially higher education, although there is still debate about the position of students as customers, but it is believed that the quality of service in higher education plays an important role in ensuring the survival of a university. The purpose of this study was to determine the effect of higher education service quality on the satisfaction and loyalty of FEBP UNHI students. The model of higher education service quality used in this study is HEdPERF which consists of five dimensions namely academic aspects, non-academic aspects, reputation, access, and program issues. The sample used was 119 students from management and accounting study programs with simple random sampling technique, and the analysis technique used was path analysis. The results obtained were (1) HEdPERF had a positive but not significant effect on student loyalty, (2) HEdPERF had a positive and significant effect on student satisfaction, (3) satisfaction had a positive and significant effect on student loyalty, and (4) satisfaction mediated the effect of HEdPERF on student loyalty.

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Improving the Services Quality of Educational Staff Based on Satisfaction and Loyalty Analysis of Nursing Students

Jurnal NERS ◽

10.20473/jn.v12i2.4628 ◽

2017 ◽

Vol 12 (2) ◽

pp. 164

Author(s):

Fresty Africia ◽

Stefanus Supriyanto ◽

Tiyas Kusumaningrum

Keyword(s):

Nursing Students ◽

Service Quality ◽

Student Satisfaction ◽

Perceived Quality ◽

Educational Institutions ◽

P Value ◽

Student Expectations ◽

Student Loyalty ◽

Educational Staff

Introduction: Educational staff services play a role in determining the quality of education. Service quality is able to provide satisfaction for students. Students who were satisfied with the perceived quality will develop student loyalty to the institution. The purpose of this study was to assess the effect of educational staff service quality with the satisfaction and loyalty of nursing students so that the educational institutions as service providers are able to provide the best service and survive in the midst of competition. Method: The study was an explanative survey with a cross-sectional design. Data collection was conducted using both quantitative (questionnaires) and qualitative (Focus Group discussion/FGD) methods. This study used proportional random sampling, with 110 students as samples. The variables in this research were customer expectations, perceived quality, student satisfaction and loyalty. The data was collected by a questionnaire and analyzed by linear regression, while FGD was conducted in two different groups (students and staff’s managers). Result: The result of the study explains the influence of student expectations on the perceived quality of the educational staff with a p-value = 0,002. There was no influence of student expectation on student satisfaction with a p-value = 0,156. The influence of the perceived quality of the educational staff towards student satisfaction had a p-value = 0,000. The influence of student satisfaction on student loyalty had a p-value = 0,000. Conclusion: The fulfilment of student expectations will have a positive impact on perceived quality. Furthermore, the positively perceived quality will create student satisfaction and student loyalty towards the educational institutions. For further research, it is suggested to examine the effect of satisfaction on student complaints.

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN LAYANAN OJEK ONLINE DI KARAWANG

PSYCHOPEDIA : Jurnal Psikologi Universitas Buana Perjuangan Karawang ◽

10.36805/psychopedia.v6i1.1464 ◽

2021 ◽

Vol 6 (1) ◽

pp. 19-28

Author(s):

Lania Muharsih

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Quantitative Research ◽

Service Providers ◽

Sampling Technique ◽

Coefficient Of Determination ◽

Quantitative Research Methods ◽

Positive Effect

The progress of this online transportation company certainly depends on the quality of service provided to its customers. Companies engaged in online-based transportation service providers are required to provide good service to their customers in order to satisfy their customers. This study aims to determine the effect of service quality on customer satisfaction in using online taxibike services in Karawang. The research method used is quantitative research methods with non-experimental research design. Sampling in this study was carried out by using a quota sampling technique. The number of samples in this study were 384 respondents. The method of data collection was carried out using service quality instruments with 57 valid items and customer satisfaction instruments with 29 valid items. Based on the Cronbach Alpha formula, the reliability coefficient of the service quality instrument is 0.978 and the customer satisfaction instrument is 0.907, which means that these two scales are very reliable. The results of the data analysis show that there is a positive effect of service quality on customer satisfaction in using online taxibike services in Karawang. This means that the better the quality of service provided by online taxibike service providers in Karawang, the higher customer satisfaction. The results of the calculation of the coefficient of determination show that service quality has a positive effect on customer satisfaction by 1.7%, while the other 98.3% are influenced by other variables not examined in this study. The suggestions for further research are examining other variables that can affect customer satisfaction, such as service quality and price.Keywords: Service quality, customer satisfaction, online taxibike Kemajuan perusahaan transportasi online ini tentunya bergantung pada kualitas pelayanan yang diberikan untuk para pelanggannya. Perusahaan yang bergerak di bidang jasa penyedia transportasi berbasis online dituntut untuk memberikan pelayanan yang baik kepada pelanggannya agar bisa memuaskan pelanggannya. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Metode penelitian yang digunakan adalah metode penelitian kuantitatif dengan desain penelitian non-eksperimental. Pengambilan sampel pada penelitian ini dilakukan dengan teknik pengambilan sampel kuota. Adapun jumlah sampel dalam penelitian ini sebanyak 384 responden. Metode pengumpulan data dilakukan dengan menggunakan instrumen kualitas pelayanan sebanyak 57 item sahih dan instrumen kepuasan pelanggan sebanyak 29 item sahih. Berdasarkan rumus Alpha Cronbach diperoleh koefisien reliabilitas instrumen kualitas pelayanan sebesar 0,978 dan instrumen kepuasan pelanggan sebesar 0,907, yang berarti kedua skala ini sangat reliabel. Hasil analisis data menunjukkan bahwa terdapat pengaruh positif kualitas pelayanan terhadap kepuasan pelanggan dalam menggunakan layanan ojek online di Karawang. Artinya semakin baik kualitas pelayanan yang diberikan penyedia jasa layanan ojek online di Karawang maka semakin tinggi kepuasan pelanggan. Hasil perhitungan koefisien determinasi menunjukkan bahwa kualitas pelayanan memberikan pengaruh positif terhadap kepuasan pelanggan sebesar 1,7%, sedangkan 98,3% lainnya dipengaruhi oleh variabel-variabel lain yang tidak diteliti dalam penelitian ini. Adapun saran untuk penelitian selanjutnya yaitu meneliti variabel-variabel lain yang dapat memengaruhi kepuasan pelanggan misalnya kualitas jasa dan harga.Kata Kunci: Kualitas pelayanan, kepuasan pelanggan, ojek online

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The Effect of Lecturer Service Quality on Students’ Satisfaction in Private Universities

Jurnal Manajemen ◽

10.32832/jm-uika.v11i2.3382 ◽

2020 ◽

Vol 11 (2) ◽

pp. 223

Author(s):

Yuyun Elizabeth Patras ◽

Rais Hidayat

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Quantitative Research ◽

Survey Methods ◽

Private University ◽

Important Variable ◽

National Education ◽

The University ◽

Students Satisfaction

<pre>One of the roles of the university is to support national education goals as part of educating students. Student satisfaction is an important variable for the existence and sustainability of a university, especially a private universities.This research aims to analyze the effect of lecturer service quality on student satisfaction.This research uses quantitative research with survey methods. The population of this research were students of a private university at Universitas Pakuan with 543 respondents. The findings of this research were that there was a positive and significant influence between the lecturer service quality on student satisfaction. This means that efforts to increase student satisfaction can be done by improving the quality of lecturer services. Meanwhile, from the 5 dimensions of lecturer service quality, it was found that the empathy dimension had the greatest influence compared to other dimensions of lecturer service quality.</pre>

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STUDENT SATISFACTION, LOYALTY, AND MOTIVATION AS OBSERVED FROM THE SERVICE QUALITY

Journal of Management and Islamic Finance ◽

10.22515/jmif.v1i1.3552 ◽

2021 ◽

Vol 1 (1) ◽

pp. 136-153

Author(s):

Subandi Subandi ◽

Muda Setia Hamid

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Student Motivation ◽

Structural Equation ◽

Quantitative Research ◽

Sampling Technique ◽

Equation Modeling ◽

Administrative Management ◽

Student Loyalty ◽

Scale Data

This study seeks to analyze the effect of service quality on satisfaction, the effect of service quality on loyalty, the effect of service quality on motivation, the effect of satisfaction on loyalty, the effect of satisfaction on motivation, and to analyze the mediation of student satisfaction on the effect of service quality on student motivation and loyalty. In this quantitative research, a questionnaire was distributed to 100 fifth-semester students of Administrative Management Academy Yogyakarta. The samples were selected using a purposive sampling technique. The variable measurement used a Likert scale. Data analysis was carried out using Structural Equation Modeling (SEM) with SmartPLS 3 software. The results of the analysis show that service quality affects student satisfaction, student loyalty, and student motivation. Student satisfaction affects student loyalty and student motivation. Service quality affects student loyalty and student motivation mediated by student satisfaction.

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Bagaimana Kualitas Pelayanan dan Fasilitas Belajar dapat Mempengaruhi Loyalitas Mahasiswa dengan Mediasi Kepuasan Mahasiswa?

Business Innovation and Entrepreneurship Journal ◽

10.35899/biej.v2i4.156 ◽

2020 ◽

Vol 2 (4) ◽

pp. 252-262

Author(s):

Klinik Publikasi ◽

Ongen Stembri Pattiwaellapia

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

National Development ◽

Survey Method ◽

P Value ◽

Analysis Method ◽

Student Loyalty ◽

Positive Effect ◽

Effect Learning

This study aims to analyze the effect of service quality and learning facilities on student loyalty mediated by student satisfaction. The subjects of this study were students of the Magister Management of the National Development University “Veteran” Yogyakarta. This research includes a quantitative approach with a survey method. Collecting data in this study using a questionnaire with a Likert scale. The data analysis method used was SmartPLS 3.0. Results 1) The effect of service quality directly has a positive effect on student loyalty by 0.002 but not significant because the T-statistic is 0.008 <1.96 and the P-value is = 0.994> 0.05. Thus the quality of service does not have a significant effect on student loyalty of Master of Management at the National Development University “Veteran” Yogyakarta. 2) The effect, learning facilities have a positive effect on student loyalty of 0.339 but not significant because the T-statistic is 1.218 <1.96 and the P-value is = 0.226> 0.05. Thus, learning facilities do not have a significant effect on the loyalty of students of Master of Management at the National Development University “Veteran” Yogyakarta. 3) Influence, learning facilities have a positive effect on student loyalty by 0.339 but not significant because the T-statistic is 1.218 <1.96 and the P-value is = 0.226> 0.05. Thus, learning facilities do not have a significant effect on the loyalty of students of Master of Management at the 'Veteran' National Development University Yogyakarta. 4) The effect of learning facilities in this case has a positive and significant effect on student loyalty by mediating student satisfaction of 0.192 (T-Statistics = 1.984 and P-value = 0.048). The estimation results of the mediation test show that student satisfaction can mediate the effect of learning facilities on student loyalty because the T-statistic is greater than 1.96, namely 1.984 and the P-value = 0.048 is smaller than the P-value 0.05. It can be interpreted that there is an effect of learning facilities on student loyalty which is mediated by student satisfaction.

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ANALISIS PENGARUH KUALITAS PELAYANAN JASA KEPENDIDIKAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA MENGGUNAKAN STRUCTURAL EQUATION MODELING (STUDI KASUS DI JURUSAN MIPA UNSOED)

Jurnal Ilmiah Matematika dan Pendidikan Matematika ◽

10.20884/1.jmp.2014.6.1.2900 ◽

2014 ◽

Vol 6 (1) ◽

pp. 23

Author(s):

Supriyanto Supriyanto ◽

Mutia Nur Estri ◽

Agustini Tripena Br.Sb.

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Natural Sciences ◽

Equation Modeling ◽

New Employees ◽

Five Dimensions ◽

Perceived Service Quality ◽

Student Loyalty

Increasingly strong competition in intercollegiate and students who increasingly selective and knowledgeable require universities to continue to improve his ministry. Matter requires a knowledge of the conditions for this service, that has adapted to student expectations or not . This study aimed to determine the extent to which level the match between the expected service quality and perceived student at Department of Mathematics and Natural Sciences Unsoed and explain the influence of the five dimensions of service quality that is tangibles, reliability, responsiviness, assurance and empathy for student satisfaction and loyalty. Results of the study was assessment of the quality of student services at the Department of Mathematics and Natural Sciences Unsoed is perceived service quality is still below the expected service quality , perceived still not satisfactory. Five dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy, positive effect on student satisfaction. Satisfaction indirect influence on student loyalty and there is a direct influence of the five dimensions of service quality on loyalty through student satisfaction. Student loyalty translated in expressing positive things about the Department of Mathematics and Natural Sciences to others , recommending courses at the Department of Mathematics and Natural Sciences to the others, recruiting new employees from alumni, and ready to provide assistance if needed.

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