Pengaruh Kualitas Layanan (Service Quality) Terhadap Loyalitas Melalui Kepuasan Pada Mahasiswa Universitas NU Surabaya

Verriana, Rusdyana Intan and Anshori, Mohamad Yusak (2017) Pengaruh Kualitas Layanan (Service Quality) Terhadap Loyalitas Melalui Kepuasan Pada Mahasiswa Universitas NU Surabaya. Accounting And Management Journal, 1 (1). pp. 63-79. ISSN 2579-9609

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Official URL: https://journal2.unusa.ac.id/index.php/AMJ/article...

Abstract

The aim of this research to examine are there impact of service quality to loyalty with satisfaction as intervening variable to students in Nahdlatul Ulama University of Surabaya. Popula- tion in this research are students in Nahdlatul Ulama University of Surabaya total of the sample are 368 from 4.536 students. This research are quantitative method with spread 368 questionnaires. The technique analyze of this research use SEM – PLS (partial least square) software. Free variable of this research is service quality (X), intervening variable is satisfaction (Z) and bunch variable is student’s loyalty (Y). The result of this research shown that service quality (X) have positive impact and significant to students loyalty (Y) have positive impact and significant with path coefficient 0,67 with p – value < 0,001 (significant on 1%). While service quality (X) have positive impact and significant to students loyalty through satisfaction variable (Z) shown positive impact and signifi- cant with path coefficient 0,47 with p - value < 0,001 ( significant on 1%).

Item Type: Article
Uncontrolled Keywords: service quality, satisfaction, and loyalty
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics and Business > Program Study of Management
Depositing User: Mr. . Aji
Date Deposited: 28 Jan 2018 11:51
Last Modified: 22 Sep 2020 04:03
URI: http://repository.unusa.ac.id/id/eprint/1715

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