THE EFFECTIVENESS OF SERVICE QUALITY AND ACADEMIC SYSTEM INFORMATION TOWARD THE SATISFACTION AND LOYALTY OF STUDENT ( RESEARCH AT HARAPAN BANGSA PURWOKERTO INSTITUTE OF HEALTH SCIENCES )

Iin Dyah Indrawati

Abstract


The purpose of this study was to find out the influences of service quality dimensions such as tangibles, reliability, responsiveness, assurance, empathy and Academic System Information to satisfaction and the influences of all variables to loyalty of students at Harapan Bangsa Purwokerto institute of health sciences. The used technique sampling in this study was random sampling method. The sample in this research was 128 respondents. The data collecting techniques is used observation and questionnaires. The data analytical technique used research instrument test such as validity and reliability tests, linearity test, hypothesis tests such as path analysis, t test, F test, determination coefficient, and coefficient correlation of variables. The test results showed that all instruments were valid and reliable. The analysis results of this study shown that: tangible, reliability, and assurance had a positive and significant effect to satisfaction, responsiveness and Academic Information System had a positive but insignificant effect to satisfaction. Empathy had a negative and insignificant effect to satisfaction. Tangibles, reliability, empathy and satisfaction had a positive and significant effect to loyalty, responsiveness and satisfaction had a positive but insignificant effect to loyalty, and assurance and Academic Information System had a negative and insignificant effect to loyalty. Tangibles, reliability, responsiveness, assurance, empathy, trust and satisfaction simultaneously had a significant effect to loyalty. The results of path analysis showed that: the direct effect of tangibles to loyalty was more effective rather than the indirect effect via satisfaction. The indirect effect of reliability to loyalty via satisfaction was more effective rather than the direct effect to loyalty. The direct effect of responsiveness to loyalty was more effective rather than the indirect effect via satisfaction. The indirect effect of assurance to loyalty via satisfaction was more effective rather than the direct effect to loyalty. The direct effect of empathy to loyalty was more effective rather than the indirect effect via satisfaction. The indirect effect of Academic Information System to loyalty via satisfaction was more effective rather than the direct effect to loyalty. The indirect effect of satisfaction as variable of intervening in this study was able to mediate variable of reliability, assurance and Academic Information System to loyalty but it was unable to mediate variable of tangibles, responsiveness and empathy to loyalty. Tangible was the most dominant variable effect to loyalty. The total effect of tangible to loyalty via satisfaction was most dominant total effect to loyalty

Keywords: Service quality dimensions, Academic Information System, satisfaction, and loyalty.


Full Text:

PDF

References


Aditi, B dan R. I. Sadalia. 2013. “Pengaruh Kualitas Layanan terhadap Kepuasan Menabung serta Dampaknya terhadap Loyalitas Menabung pada Nasabah PT. Bank Sumut Cabang Iskandar Muda Medan.” Jurnal EKSIS. ISSN: 2302-1489. Vol. 1, No. 4.

Aliansyah, T. Hafasnuddin dan Shabri. 2012. “Pengaruh Dimensi Kualitas Pelayanan terhadap Kepuasan Nasabah Bank Aceh Syariah Cabang Banda Aceh.” Jurnal Manajemen Pascasarjana Universitas Syiah Kuala. ISSN: 2302-0199. Vol. 1, No. 1, Hal. 32-39.

Alma, B. 2007. Pengantar Bisnis, Bandung: CV Alfabeta.

Dulkhatif., A.T. Haryono dan M. Warso. 2016. “Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan dan Lokasi Terhadap Loyalitas Pelanggan pada Penyedia Jasa Internet Study PT Noken Mulia Tama Semarang.” Journal of Management. Vol.2, No.2, ISSN: 2502-7689.

Gaffar, F. 2007. Customer Relationship Management and Marketing Public Relations , Bandung: Alfabeta.

Ghozali, I. 2009. Desain Penelitian Eksperiemntal: Teori, Konsep, dan Analisis Data dengan SPSS 16. Semarang: Badan Penerbit Universitas Diponegoro.

Hasan, A. 2008. Manajemen Pemasaran dan Marketing, Bandung: CV Alfabeta.

Jogiyanto. 2010. Analisis dan Desain Sistem Informasi, Edisi IV. Yogyakarta: Andi Offset.

Kotler, P dan K.L. Keller. 2009. Manajemen Pemasaran. Jilid I, Edisi Ke-13. Jakarta: Erlangga

Kotler, P. 2008. Marketing Management, 11th Edition. New Jersey: Prentice Hall, Inc, Upper Saddle River.

Laudon, K.C dan J.P. Laudon. 2008. Sistem Informasi Manajemen. Edisi 10. Jakarta : Salemba Empat

Lovelock, Wirtz. 2011. Services Marketing (People, Technology, Strategy). Pearson Education Limited. England.

Mardalis. 2008. Metode Penelitian suatu pendekatan Profosal. Jakarta : PT. Bumi Aksara.

Mas’ud, F. 2008. Survai Diagnosis Organisasional: Konsep & Aplikasi. Semarang: Badan Penerbit Universitas Diponegoro.

Naik, K., S.B. Gantasala and Prabhakar. 2010. “ Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing.” European Journal of Social Sciences, Vol.16, No.2.

Parasuraman, Zeithaml, A.V. dan Berry L.L. 2009. ‘ Reassesment of Expectations as a Comparison Standar in Measuring Service Quality: Implications for Further Research’, Journal of Marketing, Vol. 9:111-124.

Peter, J. P dan J.C Olson. 2014. Edisi 9. Perilaku Konsumen dan Strategi Pemasaran. Jakarta : Salemba Empat.

Riduwan, 2010. Skala Pengukuran Variabel-variabel Penelitian, cetakan ketiga. Bandung : Alfabeta.

Suharsimi, A. 2010. Prosedur Penelitian: Suatu Pendekatan Praktek. Jakarta: Rineka Cipta.

Santoso, H. B., Dewi Mairiza, dan R. M. Samik Ibrahim, 2007 Karakteristik Implementasi Penjaminan Mutu pada Proyek Pengembangan Perangkat Lunak berbasis Open Source dan Proprietory. National Conference On Computer Science and Information Technology, Depok, Indonesia, pp. 260 – 265

Sarwono, J, 2009. Analisis Jalur Untuk Bisnis dengan SPSS. Jogjakarta : Andi Offset

Stanton, W. J, 2012. Prinsip-prinsip Pemasaran. Alih Bahasa: Yohanes Lamarto, Jakarta: Erlangga.

Sugiyono, 2010. Metodologi Penelitian Bisnis. Bandung: Alfabeta.

Sugiyono, 2008. Metode Penelitian Kuantitatif Kualitatif dan R&D, Alfabeta : Bandung.

Suharsimi, A. 2009. Dasar-dasar Evaluasi Pendidikan (Edisi Revisi). Jakarta: Erlangga.

Sultono, K. B. Seminar dan Erizal. 2015. “Analisis On Academic Information System Quality Toward User Satisfaction.” International Journal of administrative Science & Organization, Vol.22, No.2

Sutabri, T. 2012. Analisis Sistem Informasi. Yogyakarta: Andi Offset.

Tjiptono, F. 2011. Strategi Pemasaran. Yogyakarta: Andi Offset

Tjiptono, F. dan G. Chandra. 2012. Service, Quality & Satisfaction. Yogyakarta : Andi Offset

Verriana, R. dan M. Anshori. 2017. Pengaruh kualitas layanan (service quality) terhadap loyalitas melalui kepuasan pada mahasiswa Universitas UN Surabaya. Accounting and management journal. Vol 1 N0.1 . Juli 2017

Wahyudi, R., E.S Astuti dan Riyadi. 2015. “Pengaruh Kualitas Sistem, Informasi dan Pelayanan SIAKAD terhadap kepuasan Mahasiswa.” Jurnal Administrasi Bisnis, Vol.23, No.2

Wendha, A.A Ayu Atika Paramitha, I Ketut Rahyuda dan I. Gst. A. Kt. G. Suasana. 2013. “Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan Garuda Indonesia di Denpasar.” Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan. Vol. 7, No. 1, Hal. 19-28.

Yamit, Z, 2008. Manajemen persediaan. Yogyakarta: Ekonosia Fakultas Ekonomi.


Refbacks

  • There are currently no refbacks.


Copyright © by Deputy of Journal and Publications
STIE AUB Surakarta, Central Java, Indonesia
http://www.e-journal.stie-aub.ac.id