Date: 26-01-2021 Digital Publication Services : JABM | JAM | ABMR | ABMCS | BLOG

Faculty Research

KONTRIBUSI KUALITAS LAYANAN DAN KEPUASAN DALAM MEMBENTUK LOYALITAS MAHASISWA STIE

Detail
Author EVI MARIA
ID 202.710.130
Published Date 01-01-1900

Abstract

-Abstract This study aims to analyze (1) the direct effect of a significant association between quality of service the students' loyalty and 92) the extent of the role of interactions between service quality and student satisfaction as a moderating variable in influencing student loyalty. The smples were selected using proportionate stratified random sampling of 200 STIE Malangkucecwara Malang students. By using the SEM result showed that service quality has a significant direst influence on student loyalty, (2) interaction betrween qualities service and student satisfaction as moderating variables could affect the loyalty of students, (3) the average value of the questionnaire respondents described that student is still not satisfied with the services provided for student who already have a good loyalty. Keyword: qualities service, satisfaction, loyalty