scholarly journals KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG

2014 ◽  
Vol 2 (2) ◽  
Author(s):  
H. B. Ardianto ◽  
Nazaruddin Malik ◽  
Eko Handayanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Analysis Technique ◽  
Result Show ◽  
Valence Effect

H. B. Ardianto*)Nazaruddin Malik **) dan Eko Handayanto **)Magister Manajemen Universitas Muhammadiyah MalangE-mail: [email protected] research to examined the effect service quality toward student satisfaction, effect of service qualitytoward word of mouth valence, effect of student satisfaction toward word of mouth valence of studentUniversity of Muhammadiyah Malang. The treatment were used questionnaire, each statement onquestionnaire used to know respondent respon very disagree until very agree. Based on answerquestionnaire result collected 105 responden, data were analysis technique of Structural EquationModel (SEM). The result show that service quality has a positive influence and significant towardstudent satisfaction, service quality has a positive influence but not significant toward word of mouthvalence, student satisfaction has a positive influence and significant toward word of mouth valence.Data result show that service quality has an indirect positive influence toward word of mouth valencethrough student satisfaction. Student satisfaction has a direct positive influence and significant towardword of mouth valence on private university.Key words: service quality, satisfaction, word of mouth valence

scholarly journals Pengaruh Harga, Kualitas Pelayanan dan Lokasi pada Laguna Family Karaoke di Sungai Penuh

2020 ◽  
Vol 5 (1) ◽  
pp. 95
Author(s):  
Edia Satria
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Research Result ◽  
Sampling Technique ◽  
Positive Influence ◽  
Analysis Technique ◽  
Questionnaire Validity ◽  
Result Show ◽  
Regression Tests

This research was conducted to find out (1) The effect of Prices on Customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. (2) The influence of Service Quality on Customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. (3) The influence on customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. (4) The influence of Price, Service Quality and Location simultaneously on Customer Satisfaction at Laguna Family Karaoke In Sungai Penuh. This research is quantitative research. The population in this research is consumers at Laguna Family Karaoke in 2019. The sampling technique used in this research was accidental sampling. The sample in this research was 80 consumers in Laguna Family Karaoke. Data collection techniques using a questionnaire. Validity test using value corrected item total correlation. Reliability test using alpha cronbach. Data analysis technique use multiple linear regression tests. Research result show that : (1) there is a positive influence between price and customer satisfaction at Laguna Family Karaoke In Sungai penuh this is proven from t hitung > dari t tabel which one 7,456 >  2,021 and significant 0,000 < 0,05. (2) There is no positive influence between service quality on customer satisfaction at Laguna Family Karaoke In Sungai Penuh this is proven from t hitung< dari t tabel which one -0,918 <2,021 and significant 0,363 > 0,05. (3) there is a positive influence between location and customer satisfaction at Laguna Family Karaoke In Sungai Penuh this is proven from t hitung < dari t tabel which one -2,371 > 2,021 and significant 0,020 < 0,05. (4) there is a positive influence between prices, service quality and location to customer satisfaction at Laguna Family Karaoke In Sungai Penuh this is proven from oleh fhitung  > ftabel that is 24,686> 2,58  dan signifikan 0,000 < 0,05.

scholarly journals PENGUKURAN KUALITAS PELAYANAN PENDIDIKAN DENGAN METODE STUDENT SATISFACTION INVENTORY DI PROGRAM STUDI PENDIDIKAN MATEMATIKA

2017 ◽  
Vol 2 (1) ◽  
Author(s):  
Istiqomah Istiqomah ◽  
Tri Astuti Arigiyati
Keyword(s):  
Mathematics Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Descriptive Analysis ◽  
Support Service ◽  
Study Program ◽  
Analysis Technique ◽  
Education Study ◽  
Student Satisfaction Inventory ◽  
Perceptions And Expectations

The aim of this study was to measure the quality of service in Mathematics Education Study Program. This research is descriptive research, because this research will reflect the perceptions and expectations of students towards service quality in Mathematics Education Study Program. Sampling in this study conducted by random sampling technique.Instruments in this study was a questionnaire that serves to uncover and measure students' perceptions and expectations of service quality in Mathematics Education courses FKIP UST. The data analysis technique used is descriptive analysis techniques and calculation of the score gap. The results showed that the tendency of the rate of student satisfaction in the category are satisfied. While the tendency of the rate of satisfaction for each dimension is 9-dimensional in satisfied category and 2-dimensional in quite satisfied category. The tendency of the level of interest / expectations of students is very important category. Similarly, the tendency of the level of interest / expectations for each of these dimensions in the dimension 11 is very important category. The highest score gap lies in the dimensions of Campus Support Service which is equal to a score of 1.48 and the lowest gap lies in the dimensions of Academic Advising which is equal to 0.72. Variables are prioritized for repair are the variables that enter the first quadrant, in order to increase the level of student satisfaction.Keywords :academic services, Quality, Student Satisfaction Inventory method

scholarly journals PERSEPSI MAHASISWA ATAS KUALITAS PELAYANAN LABORATORIUM BANK MINI STIE KESATUAN DAN IMPLIKASINYA TERHADAP KEPUASAN MAHASISWA

2018 ◽  
Vol 2 (1) ◽  
pp. 13 ◽  
Author(s):  
Muhammad Ariffin ◽  
Suharmiati Suharmiati ◽  
Andi Yudha Amwilla
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Least Square Method ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Physical Evidence ◽  
Partial Least Square Method

The Purpose of  this research is to measure the influence of the service quality of Laboratorium Bank Mini on student’s satisfaction. This research was conducted in STIE Kesatuan Bogor with 100 respondents. Data were analyzed using partial least square method. The results showed that the Physical Evidence, Reliability, Responsiveness, Assurance and Empathy has a significant and positive influence on the student satisfaction of Laboratorium Bank Mini STIE Kesatuan.   Keywords: Service Quality, Student Satisfaction, Laboratorium Bank Mini.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

scholarly journals Analysis of Educational Quality Based on Quality, ServQual and Retention of Students

2020 ◽  
Vol 3 (2) ◽  
pp. p11
Author(s):  
Tegowati Tegowati ◽  
Dian Palupi ◽  
Yesa Cahayaning Ramadhani
Keyword(s):  
Service Quality ◽  
Student Retention ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Positive Influence ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Output Coefficient ◽  
Relationship Of ◽  
Parameter Coefficient

This study analyzed the influence of ServQual (service quality) on satisfaction and student retention. The sample used was 175 STIESIA Surabaya students using non probability sampling called, accidental sampling. Data analysis used Structural Equation Modeling (SEM) with AMOS 21 software. Based on the discussion of the hypotheses proposed in this study, the conclusions are as follows: 1). There is a positive influence between ServQual on satisfaction. This is based on the results of the parameter coefficient output. It is known that the relationship of the ServQual construct to satisfaction is significant at 0.001 (sign p = ***) with a standardized parameter coefficient of 0.735. Thus, if ServQual is good, students will be satisfied, and vice versa if ServQual is bad, students will not be satisfied. 2) There is a positive effect of satisfaction on student retention. This is based on the results of the output coefficient parameter construct relationship satisfaction to student retention significant at 0.001 (p = 0.001) and standardized parameter coefficient of 0.513. Thus if student satisfaction is high then student retention is also high, and vice versa if satisfaction is low then student retention is also low. 3) There is no influence between ServQual on student retention indicated by the output parameter coefficient at 0.001 (p = 0.132) This proves that loyalty cannot be created through service quality, but through satisfaction first. thus, it can be said that satisfaction has a mediating effect between ServQual and Student Retention.

scholarly journals Fasilitas Aplikasi Pendidikan dan Suasana Akademik Dapat Menciptakan Kepuasan dan Dampaknya Terhadap Word of Mouth Mahasiswa

2021 ◽  
Vol 8 (1) ◽  
pp. 102
Author(s):  
Wisnalmawati Wisnalmawati ◽  
Wahyu Handayani ◽  
Olinda da Conceicao
Keyword(s):  
Consumer Behavior ◽  
Student Satisfaction ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Sampling Technique ◽  
Research Approach ◽  
Soft Data ◽  
Analysis Technique ◽  
Management Students ◽  
The University

The importance of building word of mouth as an efficient promotion in universities. The purpose of this study is the Educational application facilities and academic atmosphere influence word of mouth promotion, satisfaction as a mediating variable. The research approach used quantitative. The population of this study were all Master of Management students, the sample was a portion of Master of Management students, the sampling technique used purposive sampling with respondents from four universities in Indonesia. The analysis technique used is the Structural Equational Model (SEM) with the PLS Program. The results showed that 1. Application facilities and academic atmosphere did not affect word of mouth. 2. Application facilities and academic atmosphere influence word of mouth promotion which is mediated by student satisfaction. The novelty of this research is to create student satisfaction so that it can increase word of mouth. The results of this study contribute to the development of models of consumer behavior. For the University, improving the learning application training facilities will make it easier to store soft data for accreditation and accelerate the graduation of quality students so as to create satisfaction that has a positive impact by word of mouth.

scholarly journals Does Student Satisfaction Mediate the Correlation between E-learning Service Quality, Academic Engagement and Academic Achievement?

2020 ◽  
Vol 5 (1) ◽  
pp. 38
Author(s):  
Jumaroh Ratna Satuti ◽  
Sunaryanto Sunaryanto ◽  
Dudung Ma'ruf Nuris
Keyword(s):  
Academic Achievement ◽  
Service Quality ◽  
Student Satisfaction ◽  
Learning Strategies ◽  
Academic Engagement ◽  
Teaching And Learning ◽  
Accounting Students ◽  
Analysis Technique ◽  
E Learning ◽  
University Lecturers

This research aimed at analyzing the influence of e-learning service quality and academic engagement on academic achievement through student satisfaction as an intervening variable. Only students who had ever used e-learning service could be the research sample and 222 students were sampled using purposive sampling. The data were collected by distributing questionnaire to the research samples. The data were analyzed using path analysis technique. The result indicated that e-learning service quality, academic engagement, and student satisfaction had an influence on accounting students’ academic achievement. From this research finding, it was suggested that university lecturers keep on developing teaching and learning strategies which can improve students’ academic engagement since it has been proven that academic engagement has a dominant influence on students’ academic achievement.

scholarly journals ”PENGARUH KUALITAS LAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA DI STIK IMMANUEL BANDUNG”

2019 ◽  
Vol 12 (2) ◽  
pp. 67
Author(s):  
Dian Ekawati
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Academic Staff ◽  
Poor Performance ◽  
Positive Influence ◽  
Quality Factors ◽  
Quality Of Higher Education ◽  
Complaint Handling ◽  
Tangible Evidence ◽  
Dominant Influence

The purpose of this study was to determine the effect of service quality consisting of: tangible evidence, reliability, responsiveness, assurance  and empathy  on student satisfaction at STIK Immanuel Bandung, and to find out Which service quality variable has the dominant influence on student satisfaction at STIK Immanuel Bandung. This is very important considering the quality of higher education education services often gets the spotlight and criticism from various parties because it is considered to have poor performance. This study is a causal study, namely research that seeks to find a causal relationship between the independent variable (independent) and the dependent variable (dependent). To do a causal analysis, the data analysis technique that can be used is multiple linear regression. The results showed that there was a positive influence on service quality factors consisting of: tangible evidence, reliability (responsiveness), responsiveness, assurance (Assurance) and empathy (Empathy) having a partial effect on the satisfaction of STIK Immanuel Bandung students) . Service factors Empathy and Tangible have the most dominant influence on satisfaction of STIK Immanuel Bandung students. Suggestions from researchers are to maintain service quality so far because service quality factors have been shown to have positive impacts on student satisfaction, need to provide training to academic staff both educators and education staff in improving service quality, looking at efforts to fulfill services from empathy and physical facilities in serving customers to be able to realize quality service quality, and improve services, especially regarding the problem of speed of complaint handling

scholarly journals PENGARUH PERSEPSI HARGA, KUALITAS PELAYANAN, LOKASI DAN WORD OF MOUTH TERHADAP KEPUTUSAN PEMBELIAN DI CHEZZ CAFENET

2020 ◽  
Vol 10 (3) ◽  
pp. 299-310
Author(s):  
Maria Yalinta Ena ◽  
Antonio E L Nyoko ◽  
Wehelmina M Ndoen
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Purchase Decision ◽  
Purchasing Decisions ◽  
Validity And Reliability ◽  
Price Perception ◽  
Purchasing Decision ◽  
Analysis Technique ◽  
Method Approach

This study aims to determine: (1) the influence of price perception on purchasing decisions (2) the influence of service quality on purchasing decision (3) the influence of location on purchasing decision (4) the influence of word of mouth on purchasing decision and (5) the influence of Price Perception, Service Quality, Location, Word of Mouth to purchase decision on customers CafeNet. This study uses a quantitative method approach. The population in this study are consumers who have made purchases in CafeNet-Central Kupang. The sampling technique is probability sampling with the number of samples of 97 people. Data collection techniques using questionnaires that have been tested for validity and reliability. Data analysis technique using multiple regression. The results showed that: (1) Price Perception had a significant  effect on Purchasing Decision; (2) Service Quality did not had a significant effect on Purchasing Decision; (3) The Location did not had a significant effect on Purchasing Decisions; (4) The Word of Mouth did not had a significant effect on Purchasing Decisions; and (5) The Price Perception, Service Quality, Location and Word of Mouth did not had a significant effect simultaneously to Purchase Decision on CafeNet customer- Central Kupang. Keywords:  Price Perception, Service Quality, Location, Word of Mouth, and Purchase Decision.

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