RUSDI, MUHAMAD (2021) PENGARUH KUALITAS LAYANAN DAN CITRA SEKOLAH TERHADAP KEPUASAN DAN IMPLIKASINYA TERHADAP LOYALITAS PESERTA DIDIK SMK PGRI 35 JAKARTA. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The purpose of this study was to determine the effect of service quality, school image on the satisfaction and loyalty of students of SMK PGRI 35 Jakarta. The population used in this study were students of SMK PGRI 35 Jakarta with a total sample of 160 respondents. Data were collected through a questionnaire using a Likert scale. The data analysis of this research used SEM with Lisrel. The research results show that service quality and school image have a positive and significant effect on satisfaction and loyalty, and satisfaction has a positive and significant effect on loyalty. In addition, the results of this research indicate that without going through the intervening variables, it will directly have a higher effect value than indirectly. Keywords: Service Quality, School Image, Satisfaction, Loyality Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas layanan, citra sekolah terhadap kepuasan dan loyalitas peserta didik SMK PGRI 35 Jakarta. Populasi yang digunakan dalam penelitian ini ialah peserta didik SMK PGRI 35 Jakarta dengan total sampel sebanyak 160 responden. Data dikumpulkan melalui kuesioner dengan menggunakan skala likert. Analisis data penelitian ini menggunakan SEM dengan Lisrel. Hasil riset menunjukan bahwa kualitas layanan dan citra sekolah berpengaruh positif dan signifikan terhadap kepuasan dan loyalitas, dan kepuasan berpengaruh positif dan signifikan terhadap loyalitas. Selain itu, hasil riset ini menunjukkan bahwa tanpa melalui variabel intervening, secara langsung akan memiliki nilai efek yang lebih tinggi daripada secara tidak langsung. Kata Kunci : Kualitas Layanan, Citra Sekolah, Kepuasan, Loyalitas
| Item Type: | Thesis (S2) |
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| NIM/NIDN Creators: | 55117010013 |
| Uncontrolled Keywords: | Kualitas Layanan, Citra Sekolah, Kepuasan, Loyalitas |
| 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 > 658.6 Quality Management/Manajemen Kualitas 800 Literatures/Kesusastraan > 800. Literatures/Kesusastraan > 801 Philosophy and Theory of Literatures/Filsafat dan Teori Kesusastraan > 801.3 Value, Influence, Effect/Nilai, Pengaruh, Efek |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | CALVIN PRASETYO |
| Date Deposited: | 04 Jul 2023 03:08 |
| Last Modified: | 04 Jul 2023 03:08 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/78692 |
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