Open AccessPengaruh Kualitas Layanan dan Kepuasan Terhadap Loyalitas Mahasiswa (Studi Kasus Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Airlangga)
Author(s) -
Windasari Windasari,
Soedjarwo Soedjarwo,
Toho Cholik Mutohir
Publication year - 2021
Publication title -
kelola/kelola: jurnal manajemen pendidikan
Language(s) - English
Resource type - Journals
eISSN - 2549-9661
pISSN - 2443-0544
DOI - 10.24246/j.jk.2021.v8.i1.p103-109
Subject(s) - likert scale , loyalty , service quality , psychology , cluster sampling , structural equation modeling , data collection , quality (philosophy) , test (biology) , service (business) , medical education , business , sociology , marketing , mathematics , statistics , medicine , paleontology , developmental psychology , population , demography , biology , philosophy , epistemology
Higher education institutions need to reform the organization culture of a bureucratic university become a corporate university. Education will be oriented towards high academic quality, service quality, and as well as student satisfaction. The purposes of this study are to measure and determine the effect of service quality and satisfaction on student loyalty in higher education sector. Data collection technique is done by distributing questionnaires with 5-point likert scale. There are 151 students chosen using cluster random sampling. The validity test used factor analysis. Data analysis technique was done using Structural Equation Modeling (SEM) with the help of the AMOS version 21.0 program. The result of the research shows that service quality and satisfaction simultaneously affect student loyalty.