Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Mahasiswa STAI Nurul Islam Mojokerto
Abstract
Perguruan tinggi sebagai bagian dari industri dituntut untuk memberikan kualitas layanan terbaik kepada mahasiswa. Hal tersebut memberi kesempatan untuk dilakukan penelitian ini dengan tujuan mengukur pengaruh kualitas layanan terhadap kepuasan dan loyalitas mahasiswa STAI Nurul Islam Mojokerto dengan Structural Equation Modeling (SEM) kepada 113 mahasiswa. Model kualitas layanan pendidikan tinggi yang digunakan dalam penelitian ini adalah Higher Education PERFormance (HEdPERF). HEdPERF yang terdiri dari lima dimensi yaitu aspek akademik, aspek non-akademik, reputasi, akses, dan masalah program. Hasil penelitian menunjukkan bahwa dari enam hipotesis yang ada dalam penelitian ini, tiga diantaranya diterima sedangkan tiga lainnya ditolak. Mahasiswa merasa puas terhadap aspek reputasi dan isu program, sehingga memberi pengaruh positif yang signifikan terhadap loyalitas. Sedangkan aspek akademik, non-akademik, dan akses terhadap fasilitas tidak menunjukkan pengaruh yang signifikan.
Keywords
Full Text:
PDFReferences
Abdullah, F. (2006). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30(6). https://doi.org/10.1111/j.1470-6431.2005.00480.x
Ali, F., Zhou, Y., Hussain, K., Kumar, P., Neethiahnanthan, N., & Ari, R. (2016). Does Higher Education SQ Effect SS Image and Loyalty A Study of IS in Malaysian PU. Quality Assurance in Education, 24(1), 1–46. https://www.semanticscholar.org/paper/Does-higher-education-service-quality-effect-image-Ali-Zhou/ab168ea5f763a7f82308ac858a9c78490944b151
Alves, H., & Raposo, M. (2010). The influence of university image on student behaviour. International Journal of Educational Management, 24(1). https://doi.org/10.1108/09513541011013060
Annamdevula, S., & Bellamkonda, R. S. (2016). Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: Development of HiEduQual. Journal of Modelling in Management, 11(2). https://doi.org/10.1108/JM2-01-2014-0010
Arif, S., & Ilyas, M. (2013). Quality of work-life model for teachers of private universities in Pakistan. Quality Assurance in Education, 21(3). https://doi.org/10.1108/QAE-Feb-2012-0006
Arif, S., Ilyas, M., & Hameed, A. (2013). Student satisfaction and impact of leadership in private universities. TQM Journal, 25(4). https://doi.org/10.1108/17542731311314881
Arrivabene, L. S., Vieira, P. R. da C., & Mattoso, C. L. de Q. (2019). Impact of Service Quality, Satisfaction and Corporate Image on Loyalty: A Study of a Publicly Traded for-Profit University. Services Marketing Quarterly, 40(3). https://doi.org/10.1080/15332969.2019.1630174
Azwar, S. (2012). Penyusunan Skala Psikologi Jilid 2. Yogyakarta: Pustaka Belajar.
Bakti, I. G. M. Y., & Sumaedi, S. (2013). An analysis of library customer loyalty:The role of service quality and customer satisfaction, a case study in Indonesia. Library Management, 34(6–7). https://doi.org/10.1108/LM-05-2012-0025
Bluman, A. G. (2012). Elementary Statistics A Step by Step Approach Eighth Edition. In The McGraw-Hill.
Brochado, A. (2009). Comparing alternative instruments to measure service quality in higher education. Quality Assurance in Education, 17(2). https://doi.org/10.1108/09684880910951381
Bulkia, S. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Mahasiswa. At-Tadbir : Jurnal Ilmiah Manajemen, 2(1), 49–58. https://doi.org/10.31602/atd.v2i1.1191
Dennis, C., Papagiannidis, S., Alamanos, E., & Bourlakis, M. (2016). The role of brand attachment strength in higher education. Journal of Business Research, 69(8). https://doi.org/10.1016/j.jbusres.2016.01.020
Elliott, K. M., & Healy, M. A. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education, 10(4). https://doi.org/10.1300/J050v10n04_01
Fernandes, C., Ross, K., & Meraj, M. (2013). Understanding student satisfaction and loyalty in the UAE HE sector. International Journal of Educational Management, 27(6). https://doi.org/10.1108/IJEM-07-2012-0082
Hanaysha, J., Abdullah, H., & Warokka, A. (2011). Service Quality and Students’ Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities’ Competitiveness. The Journal of Southeast Asian Research, January, 1–10. https://doi.org/10.5171/2011.855931
Helgesen, Ø., & Nesset, E. (2007). Images, Satisfaction and Antecedents: Drivers of Student Loyalty? A Case Study of a Norwegian University College. Corporate Reputation Review, 10(1). https://doi.org/10.1057/palgrave.crr.1550037
Helgesen, Ø., & Nesset, E. (2011). Does LibQUAL+TM account for student loyalty to a university college library? Quality Assurance in Education, 19(4). https://doi.org/10.1108/09684881111170104
Hennig-Thurau, T., Langer, M. F., & Hansen, U. (2001). Modeling and Managing Student Loyalty: An Approach Based on the Concept of Relationship Quality. Journal of Service Research, 3(4). https://doi.org/10.1177/109467050134006
Huang, Q. (2010). The relationship between service quality and student satisfaction in higher education sector: A case study on the undergraduate sector of Xiamen University of China. AU Journal of Management, 8(1).
Icli, G. E., & Anil, N. K. (2014). The HEDQUAL scale: A new measurement scale of service quality for MBA programs in higher education. South African Journal of Business Management, 45(3). https://doi.org/10.4102/sajbm.v45i3.129
Iswara, W., & Pratomo, L. A. (2018). Pengaruh Kualitas Jasa Perguruan Tinggi Terhadap Kepuasan Dan Loyalitas Mahasiswa. Jurnal Riset Ekonomi Dan Bisnis, 10(3), 174. https://doi.org/10.26623/jreb.v10i3.788
Jiewanto, A., Laurens, C., & Nelloh, L. (2012). Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya. Procedia - Social and Behavioral Sciences, 40. https://doi.org/10.1016/j.sbspro.2012.03.155
Kuh, G. D., & Hu, S. (2001). The effects of student-faculty interaction in the 1990s. In Review of Higher Education (Vol. 24, Issue 3). https://doi.org/10.1353/rhe.2001.0005
Kusyana, D. N. B., Purwaningrat, P. A., & Sunny, M. P. (2020). Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa. Widya Manajemen, 2(1), 10–27. https://doi.org/10.32795/widyamanajemen.v2i1.546
Malik, M. E., Danish, R. Q., & Usman, A. (2010). The Impact of Service Quality on Students’ Satisfaction in Higher Education Institutes of Punjab. Journal of Management Research, 2(2). https://doi.org/10.5296/jmr.v2i2.418
Mohammed, N. H., Salleh, S. M., Hamzah, S. F. M., & Yusof, H. S. M. (2023). Mediating Effect of Institutional Image on the Relationship between Student Satisfaction and Student Loyalty in Higher Learning Institutions Using the HEdPERF Model. Asian Journal of University Education, 19(1), 72–82. https://doi.org/10.24191/ajue.v19i1.21221
Nurkholis, N. (2019). Model Peningkatan Loyalitas Mahasiswa Berbasis Higher Educational Perform Dan Islamic Values. In Universitas Islam Sultan Agung. Universitas Islam Sultan Agung.
Perin, M. G., Sampaio, C. H., Simões, C., & de Pólvora, R. P. (2012). Modeling antecedents of student loyalty in higher education. Journal of Marketing for Higher Education, 22(1). https://doi.org/10.1080/08841241.2012.705797
Pratami, N. O. (2016). Pengaruh Kualitas Layanan Perguruan Tinggi terhadap Kepuasan dan Loyalitas Mahasiswa FTSP UII dengan Menggunakan Instrumen HEdPERF JURNAL Ditulis oleh : Nama Nomor Mahasiswa Jurusan Bidang Konsentrasi : Nurindah Ovapriatri Pratami : Manajemen : Pemasaran.
Ryu, K., Lee, H. R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2). https://doi.org/10.1108/09596111211206141
Sultan, P., & Wong, H. Y. (2013). Antecedents and consequences of service quality in a higher education context: A qualitative research approach. Quality Assurance in Education, 21(1). https://doi.org/10.1108/09684881311293070
Teeroovengadum, V., Nunkoo, R., Gronroos, C., Kamalanabhan, T. J., & Seebaluck, A. K. (2019). Higher education service quality, student satisfaction and loyalty: Validating the HESQUAL scale and testing an improved structural model. Quality Assurance in Education, 27(4). https://doi.org/10.1108/QAE-01-2019-0003
Tjiptono, F. (2019). Pemasaran Jasa Edisi Terbaru. In Yogyakarta: Andi Publisher.
Twum, F. O., & Peprah, W. K. (2020). The Impact of Service Quality on Students’ Satisfaction. International Journal of Academic Research in Business and Social Sciences, 10(10), 169–181. https://doi.org/10.6007/ijarbss/v10-i10/7923
Ugboma, C., Ogwude, I. C., Ugboma, O., & Nnadi, K. (2007). Service quality and satisfaction measurements in Nigerian ports: An exploration. Maritime Policy and Management, 34(4). https://doi.org/10.1080/03088830701539073
Windasari, W., Soedjarwo, S., & Mutohir, T. C. (2021). Pengaruh Kualitas Layanan dan Kepuasan Terhadap Loyalitas Mahasiswa (Studi Kasus Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Airlangga). Kelola: Jurnal Manajemen Pendidikan, 8(1). https://doi.org/10.24246/j.jk.2021.v8.i1.p103-109
Yamani, M., Said, L. R., & Dahniar. (2017). Pengaruh Kualitas Layanan Terhadap Motivasi Dan Loyalitas Mahasiswa Dengan Kepuasan Mahasiswa Sebagai Variabel Mediasi (Studi Pada Poltekkes Kemenkes Banjarmasin. Jurnal Wawasan Manajemen, 5(2).
DOI: https://doi.org/10.52620/jseba.v1i2.50
Refbacks
- There are currently no refbacks.
Copyright (c) 2024 Mohammad Dendi Abdul Nasir
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Journal of Sharia Economics, Banking and Accounting by STAI Nurul Islam Mojokerto is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
