PENGARUH KUALITAS PELAYANAN, REPUTASI INSTITUSI, KEPUASAN MAHASISWA TERHADAP LOYALITAS MAHASISWA UNIVERSITAS PGRI PALEMBANG

MUHAMMAD BAKRIE, . (2019) PENGARUH KUALITAS PELAYANAN, REPUTASI INSTITUSI, KEPUASAN MAHASISWA TERHADAP LOYALITAS MAHASISWA UNIVERSITAS PGRI PALEMBANG. Doktor thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Abstrak Penelitian ini menyoroti pengaruh kualitas pelayanan, reputasi institusi, kepuasan mahasiswa dalam membangun loyalitas mahasiswa terhadap Universitas PGRI Palembang. Data dikumpulkan melalui kuesioner yang diberikan secara acak pada 185 mahasiswa yang sedang duduk di semester akhir tahun kuliah 2016/2017. Analisis data menggunakan metode persamaan struktural (SEM) SmartPLS berbasis varian. Hasilnya menunjukkan bahwa variabel reputasi institusi sangat berpengaruh signifikan terhadap loyalitas mahasiswa. Kualitas pelayanan berpengaruh signifikan terhadap reputasi dan kepuasan mahasiswa, namun berpengaruh langsung tidak signifikan terhadap loyalitas mahasiswa. Ini berarti bahwa Universitas harus meningkatkan kualitas pelayanan dan sekaligus meningkatkan reputasi guna membangun loyalitas mahasiswa. Temuan ini dapat membantu Universitas untuk membuat rencana strategis yang lebih baik guna meningkatkan loyalitas mahasiswa. Kata kunci: Loyalitas Mahasiswa Kualitas Pelayanan, Reputasi institusi, dan Kepuasan mahasiswa. Abstract This study highlighted the influence of service quality, institutional reputation, student satisfaction in building student loyalty to PGRI University of Palembang. Data were collected through questionnaires randomly assigned to 185 students who were sitting in the final semester of college 2016/2017. Data analysis used the variance-based structural equation model (SEM) Smart PLS. The results indicate that the institutional reputation variable has a significant effect on student loyalty. Service quality has a significant effect on institutional reputation and student's satisfaction, but has no significant direct effect on student loyalty. This means that the university should improve the service quality and at the same time increase its reputation to build student loyalty. This finding can help the university to create better strategic plans to increase student loyalty. Keywords: Student Loyalty, Service Quality, Institutional Reputation, and Student Satisfaction.

Item Type: Thesis (Doktor)
Additional Information: 1) Prof. Dr. Bedjo Sujanto, M.Pd 2) Prof. Dr. Rugaiyah, M.Pd
Subjects: Pendidikan > Pendidikan
Pendidikan > Penelitian Tindakan Kelas > Pendidikan Tinggi, Universitas
Divisions: PASCASARJANA > S3 Manajemen Pendidikan
Depositing User: Muhammad Bakrie .
Date Deposited: 22 Apr 2020 13:35
Last Modified: 22 Apr 2020 13:35
URI: http://repository.unj.ac.id/id/eprint/6885

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