ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA (STUDI KASUS PADA STMIK PROVISI SEMARANG)

  • Noor Miyono Program Studi Sistem Informasi STMIK Provisi
Keywords: service quality, satisfaction and loyalty student

Abstract

This study aims to determine the level of compatibility between the expected quality of service perceived by the student services STMIK ProVisi Semarang and explain the influence of the five dimensions of service quality are tangibles, reliability, responsiveness, assurance and empathy student satisfaction and loyalty. Techniques used in the determination of the sample is purposive sampling while the data was analyzed with Importance-Performance Analysis and Regression. The results showed that 1) Based on the results of research on student satisfaction levels indicate that the Cartesius diagram pointing quadrant B means the service quality indicators consisting of five dimensions of well regarded by students of Semarang STMIK ProVisi means that the service perceived as expected student 2) Model prediction with regression showed value of  F calculate 7.532 and probabilities of 0.000 <level of significance ? = 5% = 0.05, meaning that the regression model is said to fit or worthy of study as a model prediction. 3) The five dimensions of service quality positively influence student loyalty
Published
2012-08-01
Section
Articles