SERVICE QUALITY, CONSUMER SATISFACTION, REKOMENDASI DAN LIFESTYLE MAHASISWA STMIK – AKADEMI BINA INSANI BEKASI

WIDIAWATI, KRISTIANA (2010) SERVICE QUALITY, CONSUMER SATISFACTION, REKOMENDASI DAN LIFESTYLE MAHASISWA STMIK – AKADEMI BINA INSANI BEKASI. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

Service quality is the benchmark to meet the consumer satisfaction important. Consumer satisfaction will give a positive or negative impact on the image of university. Service quality is highly related to consumer satisfaction. Service quality to give special encouragement for consumers to build mutually beneficial ties in relation between stakeholders with long-term organization In the field of education segmentation can be used to obtain useful information on the characteristics of learners and used as input to develop academic programs that accommodate the unique character of the learner. This research study object is the service quality, consumer satisfaction, recommendations and student lifestyle. Research method adopted is the quantitative research using likert scala and dimensions servqual. Result od regeression between service and consumer satisfaction is the service quality has a positive and significant relationship with the consumer satisfaction. While the regression result between consumer satisfaction with the recommendation is not influential consumer satisfaction for students to make recommendation to other to lecture at STMIK-Akademi Bina Insani Bekasi. Based on the hypotheses and the result of the analysis crosstab and chi square test and concluded that there was no relationshio between the lifestyle that they profess with the satisfaction they feel. Satisfaction was not influenced by lifestyle. Keywords : Servqual, Recommendation, Lifestyle.Service quality merupakan tolak ukur terpenting untuk memenuhi consumer satisfaction. Consumer Satisfaction akan memberikan dampak positif atau negatif terhadap citra perguruan tinggi. Service quality sangat berkaitan dengan consumer satisfaction. Service quality memberikan dorongan khusus bagi para konsumen untuk menjalin ikatan relasi saling menguntungkan dalam jangka panjang antara stakeholder dengan organisasi. Dalam bidang pendidikan, segmentasi dapat digunakan untuk mendapatkan informasi yang berguna mengenai karakteristik peserta didik dan menjadikan bahan masukan untuk menyusun program-program akademik yang mengakomodasi keunikan karakter peserta didik. Obyek riset penelitian ini adalah service quality, consumer satisfaction, rekomendasi, dan lifestyle mahasiswa. Metode riset yang akan dilakukan adalah riset kuantitatif dengan menggunakan dimensi servqual dan skala likert Hasil regresi antara service quality dan consumer satisfaction adalah service quality memiliki hubungan positif dan signifikan dengan Consumer Satisfaction. Sementara hasil regresi antara consumer satisfaction dengan Rekomendasi adalah consumer satisfaction tidak berpengaruh bagi mahasiswa untuk melakukan rekomendasi kepada orang lain untuk kuliah di STMIK-Akademi Bina Insani Bekasi Berdasarkan hipotesa dan hasil analisa crosstab dan uji chi-square disimpulkan bahwa tidak ada hubungan antara lifestyle yang mereka anut dengan satisfaction yang mereka rasakan. Kepuasan tidak dipengaruhi oleh gaya hidup. Kata Kunci : Servqual, Rekomendasi, Gaya Hidup

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