scholarly journals PENGARUH MUTU PELAYANAN TERHADAP KEPUASAN DAN DAMPAKNYA TERHADAP PERILAKU LOYAITAS (STUDI EMPIRIK PADA PELAYANAN NON AKADEMIK DI UNIVERSITAS YARSI)

2021 ◽  
Vol 1 (1) ◽  
pp. 38-56
Author(s):  
Rini Hidayati ◽  
Muslikh Muslikh
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
University Students ◽  
Path Analysis ◽  
Student Satisfaction ◽  
Survey Method ◽  
Analysis Tool ◽  
Student Loyalty ◽  
Research Population ◽  
Data Analysis Tool

ABSTRAK            Penelitian ini bertujuan untuk mengetahui pengaruh mutu  pelayanan terhadap  kepuasan  dan perilaku loyalitas mahasiswa serta untuk mengetahui pengaruh kepuasan terhadap perilaku loyalitas  mahasiswa di Universitas YARSI.  Selain itu penelitian ini juga untuk mengetahui apakah kepuasan memediasi pengaruh mutu pelayanan terhadap perilaku loyalitas. Populasi penelitian ini adalah mahasiswa Universitas YARSI. Penelitiaan dilakukan dengan metode survey dengan cara menyebarkan kuesioner kepada 78 mahasiswa  Universitas YARSI. Alat analisis data dengan path analysis. Hasil penelitian menunjukkan bahwa mutu pelayanan berpengaruh positif dan signifikan terhadap kepuasan dan perilaku loyalitas. Kepuasan berpengaruh positif dan signifikan terhadap perilaku loyalitas mahasiswa  Universitas YARSI . Hasil penelitian juga menunjukkan bahwa kepuasan memediasi pengaruh mutu pelayanan terhadap perilaku loyalitas mahasiswa di  Universitas YARSI.Kata kunci :  Mutu Pelayanan, Kepuasan, Loyalitas Mahasiswa, Universitas YARSIThis study aims to determine the effect of service quality on student satisfaction and loyalty behavior and to determine the effect of satisfaction on student loyalty behavior at YARSI University. Besides this research is also to find out whether satisfaction mediates the effect of service quality on loyalty behavior. The research population is YARSI University students. The research was conducted by survey method by distributing questionnaires to 78 YARSI University students. Data analysis tool with path analysis. The results showed that service quality had a positive and significant effect on satisfaction and loyalty behavior. Satisfaction has positive and significant effect on student loyalty behavior at YARSI University. The results also showed that satisfaction mediated the effect of service quality on student loyalty behavior at YARSI University. Keywords: Service Quality, Satisfaction, Student Loyalty, YARSI University

scholarly journals Pengaruh Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Switching Intention pada Nasabah Bank Panin Kota Sungai Penuh Periode Tahun 2016

2019 ◽  
Vol 4 (1) ◽  
pp. 131
Author(s):  
Edia Satria
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Customer Service ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Alpha Level ◽  
Data Analysis Tool

This study aimed to find out 1) what is the influence of service quality to switching intention to Bank Panin customers of Sungai Penuh City? 2) the extent to which the effect of customer satisfaction on switching intention on customer Bank Panin Sungai Penuh City? 3) the extent of the influence of service quality to switching intention either directly or indirectly? 4) the extent to which customer satisfaction satisfaction  of  customer service to switching intention either directly or indirectly? The population in this research is Bank Panin customer period 2016. hence got sample size 51 customer with accidental sampling, sampling technique. The data analysis tool used is path analysis at alpha level of 0.05. Based on the result of research indicate that service quality has no significant effect to switching intention, customer satisfaction has positive and significant effect to switching intention.

scholarly journals PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN DAN KOMITMEN TERHADAP KEPUASAN MASYARAKAT (Studi di Kelurahan Pandean Lamper Kecamatan Gayamsari Kota Semarang)

2019 ◽  
Vol 14 (2) ◽  
pp. 324-336
Author(s):  
Yuliati Yuliati ◽  
Susanti Wahyuningsih
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Service Quality ◽  
Significant Influence ◽  
Analysis Tool ◽  
Significant Positive Effect ◽  
Community Satisfaction ◽  
Data Analysis Tool ◽  
Positive Effect

The purpose of this study was to analyze the influence of service quality, trust and commitment to community satisfaction. The population in this study were all people who used services in Pandean Lamper Village, Gayamsari District, Semarang City, amounting to 741 people (Data for April-May 2016). While the samples taken were 88 people. Sampling uses stratified proportional sampling. The data analysis tool used in this study is multiple regression analysis. Based on the results of the study: There is a significant positive effect between the quality of service on community satisfaction. There is a significant influence between trust in community satisfaction. There is a significant influence between commitment to community satisfaction. There is a significant influence between service quality, trust and commitment to community satisfaction

scholarly journals MUTU LAYANAN AKADEMIK SEBAGAI DETERMINAN KEPUASAN MAHASISWA

2016 ◽  
Vol 1 (1) ◽  
pp. 136
Author(s):  
Nadira Martasubrata ◽  
Suwatno Suwatno
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Business Education ◽  
Likert Scale ◽  
Scale Model ◽  
Survey Method ◽  
Academic Service Quality ◽  
Simple Regression

Penelitian ini bertujuan untuk memperoleh gambaran mengenai tingkat mutu layanan akademik dan tingkat kepuasan mahasiswa, juga untuk menganalisis pengaruh mutu layanan akademik terhadap kepuasan mahasiswa. Penelitian ini menggunakan metode eksplanatory survey. Teknik pengumpulan data dalam penelitian ini menggunakan angket dengan model skala likert. Responden dalam penelitian ini berjumlah 348 mahasiswa salah satu universitas di Bandung. Teknik analisis data menggunakan regresi sederhana. Berdasarkan hasil penelitian, tingkat mutu layanan akademik berada pada kategori sedang, dan tingkat kepuasan mahasiswa berada pada kategori sedang. Dari hasil analisis regresi sederhana menunjukan bahwa mutu layanan akademik berpengaruh positif dan signifikan terhadap kepuasan mahasiswa. Dengan demikian lembaga perlu meningkatkan mutu layanan akademik agar kepuasan mahasiswanya pun meningkat.Kata Kunci: mutu layanan akademik, kepuasan mahasiswaACADEMIC SERVICE QUALITY AS DETERMINANT OF STUDENT SATISFACTIONThe aim of this research is to obtain an overview of the level of academic service quality and student satisfaction in Faculty of Economic and Business Education, also to analyze the influence of academic service quality on student satisfaction. This research used explanatory survey method. The data were obtained used questionnaire with likert scale model. The respondents in this reseach were 348 student of university in Bandung.  The data was analyzed by using simple regression. The result of the data analysis revealed that academic service quality was classified as middle category, also student satisfaction classified as middle category. Based on the analyzed of simple regression, the result revealed that academic service quality has the positive and significant influence toward student satisfaction. Thus the organization need to improve academic service quality that the student satisfaction is also improve.Keywords: academic service quality, student satisfaction

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

2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Mister Candera ◽  
Gumar Herudiansyah
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Path Analysis ◽  
Student Satisfaction ◽  
Indirect Effect ◽  
Direct Influence ◽  
Indirect Influence ◽  
Student Loyalty ◽  
Quality Dimensions ◽  
Service Quality Dimensions

<p><em>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. </em></p><p><em> </em></p><p><strong><em>Keywords: Dimensions of Service Quality, Satisfaction, and Loyalty</em></strong></p>

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

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.

scholarly journals Pengaruh Pelayanan dan Harga terhadap Kepuasan Pelanggan di PT Setiajaya Mobilindo

2019 ◽  
Vol 19 (2) ◽  
pp. 219-224
Author(s):  
Eigis Yani Pramularso
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Analysis Tool ◽  
Price Determination ◽  
Data Analysis Tool ◽  
Processing Techniques

Abstract  - Increasingly tight business competition is accompanied by changes in the needs and desires of customers who always dynamically require companies to be able to adapt so that customers remain satisfied with the company's performance. Service quality and price determination offered are important parts so customer satisfaction is maintained. This study aims to determine the effect of service quality and price on customer satisfaction of PT Setiajaya Mobilindo. The population in this study were customers of PT Setiajaya Mobilindo located on Jl. Raya Tole Iskandar Depok who received body & paint services and the sample was 61 respondents taken randomly. The data analysis tool uses multiple linear regression with processing techniques using SPSS. From the results of the study it is known that service quality and price together have a significant effect on customer satisfaction. Partially service quality and price also have a significant effect on customer satisfaction. The number of R square (R2) shows service quality and price contribute 58.6% to customer satisfaction, while the rest is influenced by other factors outside of this study. Keywords: Service Quality, Price, Customer Satisfaction

scholarly journals Service Quality In Increasing Participation Of Co-Operative Members

2021 ◽  
Vol 15 (2) ◽  
pp. 53-66
Author(s):  
Yunita Silintowe ◽  
Yusepaldo Pasharibu
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Service Quality ◽  
Structural Equation ◽  
Quantitative Approach ◽  
Equation Modeling ◽  
Analysis Tool ◽  
Member Participation ◽  
Statistical Program ◽  
Data Analysis Tool

Member participation is a significant element in spurring activity and for maintaining a unifying bond in a co-operative. This study explores service quality's effect on member participation in the primary employee co-operative (primkopkar) Manunggal. This type of research is explanatory with a quantitative approach. The population in this study were members of the Manunggal co-operative, and the sample in this study was 98 people. The data analysis tool used Structural Equation Modeling (SEM), which was processed with the Linear Structural Relationship (LISREL) statistical program. The results showed that service quality had a significant effect on increasing the participation of co-operative members.

scholarly journals The Influence of Service Quality, Institutional Reputation, Students’ Satisfaction on Students’ Loyalty in Higher Education Institution

2019 ◽  
Vol 1 (5) ◽  
Author(s):  
Muhammad Bakrie ◽  
Bedjo Sujanto ◽  
Rugaiyah Rugaiyah
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Education Institution ◽  
Survey Method ◽  
Student Loyalty ◽  
Strategic Plans ◽  
Institutional Reputation

Research highlights the influence of service quality, institutional reputation, student satisfaction in building student loyalty. Quantitative approach was used with a survey method. The research respondents were 185 students from PGRI University Palembang. Analysis techniques using variance-based structural equation models (SEM) SmartPLS. The results of the study shows that service quality has a significant effect on reputation and student satisfaction, but service quality and student satisfaction have no significant effect on student loyalty. On the contrary, the reputation of an institution has a very significant direct effect on loyalty. Student service quality has a significant indirect effect on student loyalty through the reputation of the institution, this implies that the reputation of the institution carries a relative influence relationship between service quality on student loyalty. These findings can help higher education institutions to make better strategic plans to increase student loyalty.

MUTU LAYANAN DARI BAGIAN LAYANAN AKADEMIK TERHADAP KEPUASAN DOSEN DI UNIVERSITAS XYZ

2017 ◽  
Vol 2 (1) ◽  
pp. 13-24
Author(s):  
Henny Hartono
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Multiple Regression ◽  
Analysis Tool ◽  
Test Results ◽  
Five Factors ◽  
Academic Service Quality ◽  
Data Analysis Tool ◽  
The University ◽  
Dominant Influence

In carrying out duties in giving lectures, the lecturers receive services from the university and the department in charge to serve the needs of the lecturers at XYZ University is Academic Service (AS). This research intends to measure the satisfaction of the lecturers regarding the services provided by Academic Service of XYZ University. Data analysis tool used in this research is the Multiple Regression Analysis.The test results show that the responsiveness and assurance factors have dominant influence on lecturers’ satisfaction at XYZ University.The conclusion from this research is that the five factors of service quality together have significant effect on lecturers’ satisfaction at XYZ University. Ketwords: lecturers satisfaction, academic service quality

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA PADA INSTITUTE OF BUSINESS (IOB) DI TIMOR-LESTE

2017 ◽  
pp. 2917 ◽  
Author(s):  
NATALINO ALARICO BARRETO XIMENES
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Analysis Tool ◽  
Managerial Implication ◽  
Student Loyalty ◽  
Total Respondent ◽  
Timor Leste

The aim of this study is to understand the influence of the service quality for the student satisfaction and loyalty. To keep compete on the path, IOB should maintain the good service quality to its students, in order to gain the loyalty from its students. Therefore, with the good quality services, IOB could stand on the competition.           Respondent of this study are the active IOB students, with age minimum 17 years old and maximum 35 years old. The total respondent for this study is 104 respondents, using the purposive sampling technique, and Structural Equation Modeling (SEM) as the data analysis tool. The result of this study showed that the hypothesis put forward entirely acceptable: 1) service quality has positive and significant impact on student satisfaction, 2) service quality has positive and significant impact on student loyalty, 3) student satisfaction has positive and significant impact on student loyalty. Managerial implication from this study is the management of IOB should have regular evaluation for its service quality, and also perform correction and improvement to reduce students complains, in order to increase the student satisfaction and loyalty.  

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