Determinan student satisfaction dan implikasinya terhadap student loyalty yang dimediasi oleh image dan trust pada Perguruan Tinggi Swasta di Jakarta
Info Katalog
File Repositori
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2018
Pembimbing 1 : Farida Jasfar
Subyek : Satisfaction - Case studies;Satisfaction - Economic aspects
Kata Kunci : image, loyalty, quality, reputation, satisfaction and trust
Status Posting : Published
Status : Tidak Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2018_DS_DIE_222150301_Halaman-Judul.pdf | ||
| 2. | 2018_DS_DIE_222150301_Lembar-Pengesahan.pdf | ||
| 3. | 2018_DS_DIE_222150301_Bab-1_Pendahuluan.pdf | ||
| 4. | 2018_DS_DIE_222150301_Bab-2_Tinjauan-Pustaka.pdf |
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| 5. | 2018_DS_DIE_222150301_Bab-3_Metodologi-Penelitian.pdf |
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| 6. | 2018_DS_DIE_222150301_Bab-4_Hasil-Penelitian-dan-Pembahasan.pdf |
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| 7. | 2018_DS_DIE_222150301_Bab-5_Simpulan.pdf |
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| 8. | 2018_DS_DIE_222150301_Daftar-Pustaka.pdf | ||
| 9. | 2018_DS_DIE_222150301_Lampiran.pdf |
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P Penelitian ini bertujuan untuk menganalisis determinan student satisfaction dan implikasinya terhadap student loyalty yang dimediasi oleh image dan trust pada perguruan tinggi swasta di JakartaPenelitian ini diolah berdasarkan data sebanyak 404 responden, Perguruan Tinggi yang berada di wilayah Jakarta Utara, Jakarta Barat, Jakarta Pusat, Jakarta Selatan dan Jakarta Timur. Dengan metode penyebaran kuesioner, kemudian diukur dengan skala likert 1-5 dengan menggunakan metode purposive sampling dan dianalisa dengan metode analisis data SEM.Hasil penelitian ini menunjukan bahwa service quality di bidang pendidikan berpengaruh positif dan signifikan terhadap student satisfaction, Reputation berpengaruh positif dan signifikan terhadap student satisfaction, Service quality berpengaruh negatif tidak signifikan terhadap student loyalty, Reputation berpengaruh positif tidak signifikan terhadap student loyalty, Service quality berpengaruh positif signifikan terhadap image, Reputation berpengaruh positif signifikan terhadap trust, Student satisfaction berpengaruh negatif dan tidak signifikan terhadap image, Student satisfaction berpengaruh positif dan tidak signifikan terhadap trust, Student satisfaction berpengaruh positif dan signifikan terhadap student loyalty, Image berpengaruh positif dan tidak signifikan terhadap student loyalty,Student trust berpengaruh negatif tidak signifikan terhadap student loyalty. Temuan penelitian atas variabel yang paling kuat pengaruhnya terhadap student satisfaction adalah service quality dan reputation.Implikasi Teoritis dari penelitian ini mengungkapkan tambahan temuan empiris yang kontras antara pengaruh service quality terhadap student loyalty, student satisfaction terhadap image dan trust terhadap student loyalty yang ternyata menghasilkan pengaruh negatif dan tidak signifikan dan juga mendukung temuan empiris pengaruh service quality terhadap student satisfaction; reputation terhadap student satisfaction; service quality terhadap image; reputation terhadap trust, student satisfaction terhadap trust, student satisfaction terhadap student loyalty dan image terhadap student loyalty yang menghasilkan pengaruh positif dan signifikan .
T This study aims to analyze the determinants of student satisfaction and their implications for student loyalty mediated by the image of the program and trust in private universities in Jakarta.This study was processed based on data in 404 respondents, universities located in North Jakarta, West Jakarta, Central Jakarta, South Jakarta and East Jakarta. With questionnaire distribution methods, then measured with 1-5 likert scale using quota sampling method and analyzed with the SEM Lisrel program.The results of this study indicate that the quality of campus services (service quality) has a positive and significant effect on student satisfaction (student satisfaction), the reputation of the study program (reputation) has a positive and significant effect on student satisfaction, the quality of campus(services quality) has an effect negative and insignificant towards student loyalty, the reputation of the study program (reputation) has a positive and insignificant effect on student loyalty (student loyalty), the quality of campus services (service quality) has a positive and significant effect on the image of the study program (image), the reputation of the study program (reputation) has a positive and significant effect on trust, student satisfaction has a negative and no significant effect on image, student satisfaction has a positive and insignificant effect on trust, student satisfaction positive and significant effect on student loyalty, the image of the study program (image) has a positive and insignificant effect on student loyalty (loyalty) and student trust (trust) negative has no significant effect on student loyalty (student loyalty).Theoretical Implications of this study revealed additional contrasting empirical findings between the relationship between service quality and student loyalty and trust in student loyalty which turned out to produce negative and insignificant influences also supported the empirical findings on the relationship between service quality and student satisfaction; quality of image; reputation of trust and student satisfaction towards student loyalty which results in positive and significant influence.
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