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Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa Kusyana, Dewa Nyoman Benni; Purwaningrat, Putu Atim; Sunny, Milla Permata
Widya Manajemen Vol 2 No 1 (2020): Widya Manajemen
Publisher : UNHI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (295.883 KB) | DOI: 10.32795/widyamanajemen.v2i1.546

Abstract

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.
SKALA PENGUKURAN KUALITAS LAYANAN: SEBUAH KAJIAN LITERATUR Kusyana, Dewa Nyoman Benni; Pratiwi, Komang Ary
Widya Manajemen Vol 1 No 2 (2019): Widya Manajemen
Publisher : UNHI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (605.248 KB) | DOI: 10.32795/widyamanajemen.v1i2.354

Abstract

Service quality measurement techniques along with dimensions of service quality have become a major issue in the marketing literature over the past few decades. The increasing importance of quality services, both practitioners and scholars began to focus on service delivery. Measurement of service quality is now seen as an important measurement tool for companies to understand the needs and desires of customers by analyzing customer satisfaction and experience with the services provided. Although until now there has been no agreement on a particular model that should be used to measure service quality, the fact is there are several effective models that can be used by both practitioners and scholars that have been produced by researchers. Until now, researchers believe and agree that service quality is multilevel or multidimensional. This study focuses on various types of service quality models that existed until year of 2000. The methodology used is conducting a review of service quality literature. The limitation of this literature review is that the existing service quality model was developed before 2000 because after 2000 the development of quality services was focused on the quality of electronic services.
PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PADA RATU HOTEL (EX. QUEEN HOTEL) DENPASAR DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING Pratiwi, Komang Ary; Suartina, I Wayan; Kusyana, Dewa Nyoman Benni; Dewi, Ida Ayu Made Sasmita
Bisma: Jurnal Manajemen Vol 6, No 1 (2020)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/bjm.v6i1.24405

Abstract

AbstrakBisnis hotel adalah salah satu industri yang mengalami perkembangan paling cepat di wilayah Denpasar-Bali. Banyaknya pesaing menyebabkan pentingnya mendapatkan pelanggan setia ke arah hotel. Loyalitas dapat dipengaruhi oleh kualitas layanan dan kepuasan pelanggan saat menginap di hotel. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan, kepuasan pelanggan terhadap loyalitas.Alat analisis data pada penelitian ini adalah Structural Equation Modeling (SEM) untuk mengetahui pengaruh antar variabel. Hasil penelitian ini menunjukkan bahwa kualitas layanan memiliki pengaruh positif signifikan terhadap kepuasan pelanggan, kepuasan pelanggan memiliki pengaruh positif signifikan terhadap loyalitas, kualitas layanan memiliki pengaruh positif signifikan terhadap loyalitas, kualitas layanan memiliki pengaruh positif signifikan terhadap loyalitas dengan kepuasan pelanggan sebagai variabel intervening.Implikasi manajerial dari hasil penelitian adalah bahwa manajemen Hotel Ratu harus difokuskan pada kualitas layanan hotel yang terdiri dari faktor bukti fisik, kompetensi, kekuatan persepsi, garansi, dan empati untuk mencapai kepuasan dan kesetiaan pelanggan yang menginap di Hotel tersebut.