PENGARUH KUALITAS PELAYANAN PENDIDIKAN TERHADAP KEPUASAN DAN LOYALITAS PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS MEDAN AREA MEDAN

ADELINA LUBIS

Abstract


The problem of the research were how the influencing of service quality on student’s satisfaction and to identify how the influencing of student’s satisfaction on student’s loyalty in Faculty Economy of Medan Area University. The method of data collection were interview, questionare and study of documentation. The model of data analysis used are multiple linear regression analysis and simple linear regression analysis. The determination of sample using  Slovin formula and the writer used the accidental sampling, the total samples were 95 people.The result of this research were service quality which consists of tangibles, reliability, responsiveness, assurance and empathy worked together to gave significant contribute of service. The result of second hypothesis through t test shows that student’s satisfaction significantly influence student’s loyalty.

Keywords


Service Quality, Student’s Satisfaction, Student’s Loyalty.

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References


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DOI: https://doi.org/10.31289/jkbm.v1i1.1398

DOI (PDF): https://doi.org/10.31289/jkbm.v1i1.1398.g1357

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