ANALISIS PENGARUH KUALITAS LAYANAN DAN LOKASI SEKOLAH TERHADAP KEPUASAN SISWA SERTA DAMPAKNYA PADA LOYALITAS DI SMA NEGERI 32 JAKARTA

WALIHA, SITI (2020) ANALISIS PENGARUH KUALITAS LAYANAN DAN LOKASI SEKOLAH TERHADAP KEPUASAN SISWA SERTA DAMPAKNYA PADA LOYALITAS DI SMA NEGERI 32 JAKARTA. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the effect of Service Quality and School Location on Loyalty through Student Satisfaction in XII grade students at SMA Negeri 32 Jakarta. The results of the study using primary data in the form of questionnaires to 274 class XII students at SMA Negeri 32 Jakarta with the Structural Equation Modeling (SEM) method showed that service quality and school location had a positive and significant effect on student satisfaction. There is a positive and significant influence between service quality and student satisfaction on student loyalty, while there is no influence between school location on student loyalty. Judging from the results of the SEM calculation analysis of service quality, and school location has an estimate coefficient of 0.48 or 48% of its effect on student satisfaction, while service quality has an estimate coefficient of 0.56 of its influence on student loyalty, and student satisfaction has an estimate coefficient of 0.44 influence. student loyalty, this shows that the quality of service, and good student satisfaction will increase student loyalty at SMA Negeri 32 Jakarta, and the better the quality of service will increase student satisfaction. The results showed that student satisfaction as an intervening variable could increase the relationship between service quality variables and student loyalty, but it did not affect the relationship between school locations and loyalty. Keywords: service quality, school location, student satisfaction, student loyalty Penelitian ini bertujuan untuk menganalisis pengaruh Kualitas Layanan, dan Lokasi Sekolah terhadap Loyalitas melalui Kepuasan pada siswa kelas XII di SMA Negeri 32 Jakarta. Hasil penelitian dengan menggunakan data primer dalam bentuk kuesioner kepada 274 siswa kelas XII di SMA Negeri 32 Jakarta dengan metode Structural Equation Modelling (SEM) menunjukkan bahwa kualitas layanan, dan lokasi sekolah berpengaruh positif dan signifikan terhadap kepuasan siswa. Terdapat pengaruh yang positif dan signifikan antar kualitas layanan, dan kepuasan siswa terhadap loyalitas siswa, sedangkan tidak terdapat pengaruh antara lokasi sekolah terhadap loyalitas siswa. Dilihat dari hasil analisis perhitungan SEM kualitas layanan, dan lokasi sekolah memiliki koefisien estimate 0,48 atau 48% pengaruhnya terhadap kepuasan siswa, sedangkan kualitas layanan memiliki koefisien estimate 0,56 pengaruh nya terhadap loyalitas siswa, dan kepuasan siswa memiliki koefisien estimate 0,44 pengaruh nya terhadap loyalitas siswa, hal ini menunjukkan bahwa kualitas layanan, dan kepuasan siswa yang baik akan meningkatkan loyalitas siswa SMA Negeri 32 Jakarta, dan semakin baik kualitas layanan akan meningkatkan kepuasan siswa. Hasil penelitian memperlihatkan bahwa kepuasan siswa sebagai variabel intervening dapat meningkatkan hubungan antara variabel kualitas layanan terhadap loyalitas siswa, tetapi tidak berpengaruh terhadap hubungan antara lokasi sekolah terhadap loyalitas. Kata kunci: kualitas layanan, lokasi sekolah, kepuasan siswa, loyalitas siswa

Item Type: Thesis (S2)
Call Number CD: CD/551. 20 107
Call Number: TM/51/21/123
NIM/NIDN Creators: 55117010017
Uncontrolled Keywords: kualitas layanan, lokasi sekolah, kepuasan siswa, loyalitas siswa
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 022 Administration of The Physical Plant/Administrasi dan Fisik Perpustakaan > 022.1 Location and Site/Lokasi
300 Social Science/Ilmu-ilmu Sosial > 370 Education/Pendidikan > 371 Educational Institutions, Schools and Their Activities/Institusi Pendidikan, Sekolah dan Aktifitasnya
300 Social Science/Ilmu-ilmu Sosial > 370 Education/Pendidikan > 371 Educational Institutions, Schools and Their Activities/Institusi Pendidikan, Sekolah dan Aktifitasnya > 371.8 Students/Siswa, Murid, Pelajar
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Putra Arsy Anugrah
Date Deposited: 05 Dec 2022 02:33
Last Modified: 05 Dec 2022 02:33
URI: http://repository.mercubuana.ac.id/id/eprint/52765

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