ROUSSTIA, BERGSANTYO HARI (2010) PENGARUH KUALITAS JASA DAN KEPUASAN TERHADAP LOYALITAS PESERTA PELATIHAN PADA BALAI BESAR PENDIDIKAN DAN PELATIHAN EKSPOR INDONESIA. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.
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Abstract
This study aims to investigate the influence of service quality to satisfaction of participants, quality of service to the loyalty of participants, and quality service to the loyalty of the participants through the satisfaction of participants at the Indonesian Export Training Centre. This study uses a causal-comparative study with descriptive and quantitative approach to path analysis techniques can be known how much influence the quality of services to the loyalty of both direct and indirect through satisfaction of participants. With the regression line equation can be seen that the variable quality of service significantly affect satisfaction, this is the case with the variable quality of service has a significant impact on the loyalty of the participants directly. While the effect of the variable quality of service to the loyalty of the participants through the satisfaction of no direct influence. The end result of this research is the academic results that can be used as input to management of education and training in assessing the influence of service quality and satisfaction with the loyalty of the participants either directly or indirectly.Penelitian ini memiliki tujuan untuk mengetahui adanya pengaruh kualitas jasa terhadap kepuasan peserta, kualitas jasa terhadap loyalitas peserta, dan kualitas jasa terhadap loyalitas peserta melalui kepuasan peserta pada Balai Besar Pendidikan dan Pelatihan Ekspor Indonesia. Penelitian ini menggunakan studi kausal-komparatif dengan pendekatan kuantitatif deskriptif dan teknik analisis jalur agar dapat diketahui seberapa banyak pengaruh kualitas jasa terhadap loyalitas baik langsung maupun tak langsung dengan melalui kepuasan peserta. Dengan persamaan garis regresi dapat terlihat bahwa variabel kualitas jasa mempengaruhi kepuasan secara signifikan, demikian halnya dengan variabel kualitas jasa memiliki pengaruh terhadap loyalitas peserta signifikan secara langsung. Sedangkan pengaruh variabel kualitas jasa terhadap loyalitas peserta melalui kepuasan tidak sebesar pengaruh langsung. Hasil akhir dari penelitian ini adalah hasil akademik yang dapat dijadikan masukan kepada manajemen bidang pendidikan dan pelatihan dalam menilai pengaruh kualitas jasa dan kepuasan terhadap loyalitas peserta baik langsung maupun tak langsung.
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-551-10-124 |
| NIM/NIDN Creators: | 55106110069 |
| Uncontrolled Keywords: | MM, TESIS MAGISTER MANAJEMEN |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | UMMI RAHMATUSSYIFA |
| Date Deposited: | 12 May 2022 02:18 |
| Last Modified: | 14 Feb 2023 03:38 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/61021 |
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