Pengaruh kualitas pelayanan dan nilai pelayanan administrasi akademik terhadap kepuasan mahasiswa fakultas ekonomi dan bisnis universitas mulawarman
Abstract
The purpose of this study was conducted to determine and analyze the Influence of Service Quality And Value Satisfaction Services Academic Administration Faculty of Economics and Business, University of Mulawarman. This study uses Partial Least Square (PLS) which can be used on any kind of scale of data (nominal, ordinal, interval, ratio) and assuming a more flexible terms. PLS is one of the Structural Equation Modeling (SEM) capable of analyzing latent variables, indicator variables and measurement error directly, the samples are 98 students of the Faculty of Economics and Business, University of Mulawarman. he results showed the influence of service quality on student satisfaction through value generated path coefficient value of 0.244 and t p value of 2.155 and 0.032. While the influence of the value of service to satisfaction of students through path coefficient value of 0.442 and t p value of 3.726 and 0.000. And impact of service quality and value of service to satisfaction of students simultaneously generated value Fh of 6126 with R square of 0338, so it can be concluded that the quality of service and the value of service has a significant influence on student satisfaction either partially or simultaneously.
Keywords: Service Quality, Service Value, Satisfaction
Full Text:
PDFReferences
Berry, L., Zeithaml, V., Parasuraman, A. (1990) The Service- Quality Puzzle. Business Horizons
Durianto, Darmadi., Sugiarto & Tony Sitinjak., 2001, Strategi Menaklukkan Pasar Melalui Riset Ekuitas dan Perilaku Merek, Jakarta: Gramedia Pustaka Utama.
Fandy Tjiptono, 2011, Strategi Pemasaran. Edisi Kedua, penerbit Andi, Yogyakarta
Fandy, Tjiptono. 2001. Manajemen Jasa Edisi Kedua. Yogyakarta : Andi Offset.
Freddy, Rangkuti. 2006. Teknik Mengukur dan Strategi Meningkatkan Kepuasan Pelanggan. Jakarta : Penerbit PT Gramedia Pustaka Utama.
Kotler, Philip.2003. Manajemen Pemasaran. edisi kesebelas, Jakarta: Indeks kelompok Gramedia.
Kotler, Philip dan Kevin Lane Keller., 2007, Manajemen Pemasaran, Edisi Kedua Belas, Jilid 2, dialihbahasakan oleh Benjamin Molan, Jakarta: PT Indeks.
Kotler, Philip dan Kevin Lane Keller., 2007, Manajemen Pemasaran, Edisi Kedua Belas, Jilid 1, dialihbahasakan oleh Benjamin Molan, Jakarta: PT Indeks.
Kotler, Philip, (2000), Manajemen Pemasaran, PT. Prenhallindo, Jakarta.
Purnama, Nursya’bani; Manajemen Kualitas, Perspektif Global; Ekonisia; 2006; Yogyakarta
Rangkuti, Fredly. 2006. Messuring Customer Satisfaction. Jakarta : PT. Gramedia Pustaka Utama.
Rivai, Veithzal, 2005. Manajemen Sumber Daya Manusia untuk Perusahaan, dari Teori ke Praktik, PT. Raja Grafindo Persada, Jakarta.
Rivai, Veitzal., 2003, Manajemen Sumber Daya Manusia untuk Perusahaan : Dari Teori ke Praktik. Jakarta: PT.Rajagrafindo Persada.
Turel, O., Serenko, A dan Bontis, N. 2007. User acceptance of wireless short messaging services: Deconstructing perceived value, Information and Management, Journal of Management Strategy, Vol. No. 3
Zeithaml, V. A., 1988, Consumer Perception of Price, Quality, and Value: a Means-end Model and Synthesis of Evidence, Journal of Marketing, 52,pp.2-11.
Zeithaml, Valarie A. 2002. Consumer Perception of Price, Quality, and Value: “A Means-End Model And Synthesis of Evidence”, Jourrnal of Marketing, Vol.52
DOI: https://doi.org/10.30872/jkin.v13i1.330
Refbacks
- There are currently no refbacks.
Copyright (c) 2016 Vinci Atmadinata, Adam Idris, Santi Rande
Editorial Address
Kinerja: Jurnal Ekonomi dan Manajemen
Faculty of Economics and Business, Mulawarman University
Jl. Tanah Grogot No.1 Samarinda Kalimantan Timur 75119
Email: jkin.feb.unmul@gmail.com
StatCounter: Kinerja