Pengaruh Pelayanan Panitia Penerimaan Taruna Terhadap Kepuasan Calon Taruna Serta Dampaknya Terhadap Loyalitas Taruna di Poltekpel Banten

Dapid Rikardo, Nursyamsu Nursyamsu, Siwi Woro Herningsih, Muhammad Kemal Adil

Abstract


The alteration of Training Center to Higher Education can be a driving factor in improving the service quality in Poltekpel Banten considering Poltekpel Banten is a new college competing with other existing nautical polytechnics. Especially with the support of Human Resources Development Agency in giving additional quota for student admission each year. The credibility of Poltekpel Banten is reflected through the service quality, customer satisfaction and customer loyalty. This study is conducted in Poltekpel Banten from January to June 2022 using quantitative approach with survey method. The data is analyzed with SEM AMOS and processed in deductive manner. The variables studied are service quality, customer satisfaction, and customer loyalty. The sample in this study 224 student candidates from all the student candidates of Poltekpel Banten during July to December 2022. The data is collected using questionnaire. From the four hypotheses tested in this study, two of them are giving significant results and the other two is not significant.

Keywords


kualitas pelayanan; kepuasan pelanggan; loyalitas pelanggan

Full Text:

PDF

References


Abdillah, W., & Hartono, J. (2015). Partial Least Square (PLS): Alternatif Structural Equation Model (SEM) dalam Penelitian Bisnis. Penerbit Andi.

Akbar, M. M., & Parvez, N. (2009). Impact of Service Quality, Trust, and Customer Satisfaction on Customers Loyalty. ABAC Journal, 29(1), 24–38. http://www.assumptionjournal.au.edu/index.php/abacjournal/article/view/526/472

Fikri, S., Wiyani, W., & Suwandaru, A. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Mahasiswa (Studi Pada Mahasiswa Strata I Fakultas Ilmu Sosial Dan Ilmu Politikuniversitas Merdeka Malang). Jurnal Bisnis Dan Manajemen UNMER, 3(1). https://doi.org/10.26905/jbm.v3i1.80

Ghofiroh, N. (2016). Pengaruh Kualitas Layanan Terhadap Kepuasan Mahasiswa (Studi Pada SMM ISO 9001:2008 Kemahasiswaan Fakultas Ekonomi Universitas Negeri Surabaya). Jurnal Pendidikan Tata Niaga, 4(3). https://doi.org/10.26740/jptn.v4n3.p%p

Jones, T. O., & Sasser, W. E. (1995). Why Satisfied Customers Defect. Harvard Business Review, 73(6), 88–99. https://hbr.org/1995/11/why-satisfied-customers-defect

Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10), 980–986. https://doi.org/10.1016/j.jbusres.2008.10.015

Mardalis, A. (2005). Meraih Loyalitas Pelanggan. Benefit Jurnal Manajemen Dan Bisinis, 9(2), 111–119. https://doi.org/10.23917/benefit.v9i2.1217

Rinala, I. N., Yudana, I. M., & Natajaya, I. N. (2013). PENGARUH KUALITAS PELAYANAN AKADEMIK TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA PADA SEKOLAH TINGGI PARIWISATA NUSA DUA BALI. Jurnal Administrasi Pendidikan Indonesia, 4(1). https://doi.org/10.23887/japi.v4i1.916

Santoso, S. (2014). Konsep Dasar dan Aplikasi SEM dengan AMOS 22. Elex Media Komputindo.

Sondoh, S. L., Omar, M. W., Wahid, N. A., Ismail, I., & Harun, A. (2007). The effect of brand image on overall satisfaction and loyalty intention in the context of color cosmetic. Asian Academy of Management Journal, 12(1), 83–107. http://web.usm.my/aamj/12.1.2007/AAMJ 12-1-6.pdf

Stewart, T. A. (1997). A Satisfied Consumer Isn’t Enough. Fortune. https://money.cnn.com/magazines/fortune/fortune_archive/1997/07/21/229206/index.htm

Sugiyono. (2010). Metode Penelitian Pendidikan: Pendekatan Kuantitatif, Kualitatif, dan R&D. Alfabeta.

Tjiptono, F. (2007). Pemasaran Jasa (1st Editio). Bayumedia Publishing.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. V. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929




DOI: https://doi.org/10.30596/jmp-dmt.v5i2.17676

Refbacks

  • There are currently no refbacks.