Pengaruh Mutu Layanan Dan Kepuasan Pelanggan Terhadap Komitmen Mahasiswa Sekolah Tinggi Agama Islam Di Bandung
DOI:
https://doi.org/10.30997/jtm.v4i1.2282Keywords:
Kepuasan Pelanggan, Komitmen, dan Mutu LayananAbstract
Tujuan dari penelitian ini adalah untuk mengetahui dan mendeskripsikan secara komprehensif pengaruh mutu layanan pendidikan dan kepuasan mahasiswa sebagai pelanggan terhadap komitmen dari mahasiswa pada salah satu perguruan tinggi di Sekolah Tinggi Agama Islam di Bandung. Penelitian ini dilakukan kepada mahasiswa tahun ketiga dan keempat. Penelitian dilaksanakan selama bulan April hingga Agustus 2018. Metodologi yang digunakan adalah penelitian kuantitatif metode survey menggunakan teknik analisis jalur (path analysis). Pengumpulan data dilakukan melalui cara kuesioner isian. Hasil pengujian terhadap hipotesis pertama disimpulkan bahwa terdapat pengaruh langsung positif dari mutu layanan terhadap komitmen dengan nilai koefisien korelasi r13 = 0,507 dan nilai koefisien jalur ρ31 = 0,322. Pada pengujian hipotesis kedua disimpulkan terdapat pengaruh langsung positif kepuasan pelanggan terhadap komitmen dengan nilai koefisien korelasi r23 = 0,588 dan nilai koefisien jalur ρ32 = 0,458. Selanjutnya hasil pengujian hipotesis ketiga disimpulkan terdapat pengaruh langsung positif mutu layanan terhadap kepuasan pelanggan dengan nilai koefisien korelasi r12 = 0,403 dan nilai koefisien jalur ρ21 = 0,403.References
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Giese, J. L., & Cote, J. A. (2002). Defining Customer Satisfaction. Academy of Marketing Science Review, 20(1).
Goetsch, D. L., & Davis, S. B. (2016). Quality Management for Organizational Excellence: Introduction to Total Quality. Pearson. https://doi.org/British Library Cataloguing- In Publication data
Green, D. (1993). What is Quality in Higher Education? London: Open University Press.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th Editi). London: Pearson.
Lovelock, C., & Wirtz, J. (2014). Services Marketing: People, Technology, Strategy. In Pearson. https://doi.org/10.1044/1059-0889(2011/10-0028)
Martasubrata, N., & Suwatno. (2016). Mutu Layanan Akademik Sebagai Determinan Kepuasan Mahasiswa. Jurnal Pendidikan Manajemen Perkantoran, 1(1).
Miller, R. S. (2011). Intimate Relationships (6 th Editi). New York: McGraw-Hill Education.
Rojas-Méndez, J., Vasquez-Parraga, A. Z., Kara, A., & Cerda-Urrutia, A. (2009). Determinants of student loyalty in higher education: A tested relationship approach in latin America. Latin American Business Review. https://doi.org/10.1080/10978520903022089
Schreiber, B., Luescher-Mamashela, T., & Moja, T. (2014). Tinto in South Africa: Student Integration, Persistence and Success, and The Role of Student Affairs. Journal of Student Affairs in Africa, 2(2). https://doi.org/10.14426/jsaa.v2i2.64
Tinto, V., & Cullen, J. (1973). Dropout in Higher Education: A Review and Theoretical Synthesis of Recent Research. New York: US. Department Of Health Education & Welfare National Institute Of Education.
Tjiptono, F., & Chandra, G. (2011). Service, Quality & Satisfaction. In Edisi 4. Yogyakarta: CV. Andi Offset.
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Published
2020-04-01
How to Cite
Hardanto, W. S., Matin, M., & Karnati, N. (2020). Pengaruh Mutu Layanan Dan Kepuasan Pelanggan Terhadap Komitmen Mahasiswa Sekolah Tinggi Agama Islam Di Bandung. TADBIR MUWAHHID, 4(1), 21–29. https://doi.org/10.30997/jtm.v4i1.2282
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