Jurnal Manajemen Bisnis Krisnadwipayana
Vol 7, No 2 (2019): Jurnal Manajemen Bisnis Krisnadwipayana

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

Mister Candera (Universitas Muhammadiyah Palemban)
Gumar Herudiansyah (Universitas Muhammadiyah Palembang)



Article Info

Publish Date
20 May 2019

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

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Journal Info

Abbrev

JMBK

Publisher

Subject

Economics, Econometrics & Finance Social Sciences

Description

Jurnal Manajemen Bisnis Krisnadwipayana, yang lebih dikenal dengan sebutan JMBK mulai dipublikasikan sejak awal tahun 2013 oleh Program Magister Manajemen Universitas Krisnadwipayana Jakarta. JMBK terbit 3 (tiga) kali dalam satu tahun, yaitu pada bulan Januari, Mei, dan September yang memuat ...