PENGARUH KUALITAS LAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA SERTA IMPLIKASINYA PADA LOYALITAS MAHASISWA

(STUDI PADA SEKOLAH TINGGI MANAJEMEN INFORMATIKA DAN KOMPUTER DI KOTA BANDUNG)

Abstract

The purpose of this study to determine the effect of service quality on student’s satisfaction and its implications on loyalty at School of Informatics and Computer Management active contained in Bandung. The object of research is all students of the School of Informatics and Computer Management active contained in Bandung with a total student population as many as 5.779 students. By setting a limit precision of 5% of the population obtained a sample of 375 students. This study uses a quantitative study using Path Analysis techniques. The results showed that there is significant influence quality of service for student satisfaction either partially and simultaneously. And there is a significant influence student satisfaction on loyalty. The result showed that the effect of simultaneous quality academic services to students satisfaction of 49.1% while the remaining 50.1% influenced by other variables not examined in this study. This implies that the management of universities needs to pay attention to issues of academic quality so as to increase student satisfaction and loyalty.

 Keywords: service quality, satisfaction, loyalty.