Pengaruh Kualitas Pelayanan Akademik terhadap Kepuasan Mahasiswa Sekolah Tinggi Ilmu Ekonomi (STIE) Lamappapoleonro Soppeng

Surianti Surianti, Mattalatta Mattalatta, Hasmin Tamsah

Sari


This research was doing at STI E Lamappapoleonro Soppeng. Analysis data was using descriptive method and quantitative method. Namely by analyzed of linear regression to measure influence of academic service quality consist of tangibles, reliability, responsiveness, assurance, emphaty toward the satisfaction of students.
Reseach result shown that tangible, reliability, responsiveness, assurance, and emphaty each other have positive influence, toward dependence variable (students satisfaction). By hypotesa analyze namely syncronisation analyze show that reliability and assurance are dominan factor which influence the satisfaction of students at STIE Lamappapoleonro Soppeng.

Keywords: Satisfaction, tangibles, reliability, responsiveness, assurance, emphaty

Teks Lengkap:

PDF

Referensi


Alwi, Hasan, 2003. Tata Bahasa Baku Bahasa Indonesia. Edisi Ketiga. Jakarta. Balai Pustaka

Cannon, Perreault, McCarthy, 2008. Basic Marketing. Salemba Empat

Danang Sunyoto, 2014. Praktek Riset Perilaku Konsumen. Yogyakarta. Caps

Frederich,James at All, 2012. Consumer Behavior, Singapre : Lengange Learning.

Goestsh,D.L & Davis, S. 2010. Quality Management For Organization Excellence: Introuction to Total Quality. NJ: Printice Hall International, Inc.

Ghozali,Imam.2013. Aplikasi Analisis Multivariate dengan Program IBM Spss 21 up date PLS Regresi, Semarang: BP Universitas Diponegoro.

Gronroos,Cristian, 2012. Service Management and Marketing: Customer Management in Service Competition, New Delhi: Wiley India.

Griffin,Ricky and Ebert, Ronald J.2013, Study Guide For Business Essentials,NJ: Prentice Hall.

Graham, 2008, International Marketing, Salemba Empat, Jakarta

Gunawan, 2016, Manajemen Pemasaran Lanjutan, IPB Press Bogor

Hasan, Ali, 2008, Marketing, Cetakan Pertama, Yogyakarta: Buku Kita.

Hayes, Bob E, 2008, Measuring Customer Satisfaction and Loyalty: Survey Design, Use and Statistical Analysis Methods, Milwaukee: ASQ Quality Press.

Husein Umar, 2000, Metode Penelitian Aplikasi dalam Pemasaran, PT.Gramedia Pustaka Utama,Jakarta

ISO 9004:2000, Quality Management System-Guidelines for Performance Improvements.

Kertajaya, Hermawan & Muhammad, Syakir, 2006, Syariah Marketing Bandung: Mizan Pustaka.

Kotler, Philip, dan Amstrong, Gary, 2013 Prinsip-Prinsip Pemasaran. NJ: Pearson Education.

Kotler, Philip and Kevin Lane, 2012, Marketing Management, Edisi 14, London Pearson Education Ltd.

Lupiyoadi, Rambat, 2013. Manajemen Pemasaran Jasa Berbasis Kompetensi, Edisi III.Jakarta: Salemba Empat

Moh.Nasir, 2003. Metode Penelitian, Cetakan Kelima, Jakarta, Ghalia Indonesia

Manulang.2002. Manajemen Pemasaran, Jakarta, Ghalia Indonesia

Parasuraman,A.,V.A.,Zeithaml & LL.,Berry.1985. A Conseptual Model of Service Quality and its Implication For Future Research. Journal of Marketing, Vol 49.

Parasuraman,A.,V.A.,Zeithaml & LL.,Berry.19 98. SERVQUAL : A.Muliple Item Scale For Measuring Consumer Perceptions of Service Quality. Journal of Retailing,Vol.64 No 1

Rangkuti, Freddy, 2006. Measuring Customer Satisfaction: Tehnik Mengukur dan Strategi Meningkatkan Kepuasan Pelanggan dan Analisis Kasus, Jakarta :PT Gramedia

Sutrisno, 2003, Manajemen Keuangan ,Edisi Pertama, Cetakan Kedua, EKONOSIA, Jakarta

Tjiptono, Fandy& Candra,Gregories. 2011.Service, Quality & Satisfaction. Edisi 3. Yogyakarta :Andi.

Tjiptono, Fandy.2007. Manajemen Jasa.Yogyakarta: ANDI

Umar Husein, 2003, Metodologi Penelitian Untuk Skripsi dan Tesis Bisnis, Jakarta: PT.Gramedia Pustaka.

Yazid, 2005. Pemasaran Jasa, Konsep dan Implementasi. Edisi kedua, cetakan ketiga, Yogyakarta: Ekonisia FE UII.




DOI: https://doi.org/10.37531/yum.v3i2.841

Refbacks

  • Saat ini tidak ada refbacks.


Lisensi Creative Commons
Ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi-BerbagiSerupa 4.0 Internasional
Web Analytics Made Easy - StatCounter