STUDI KUANTITATIF PENGARUH SELF-SERVICE TECHNOLOGY QUALITY (SSTQUAL) TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA PADA FASILITAS INPUT ONLINE DI FAKULTAS BISNIS DAN EKONOMIKA UNIVERSITAS SURABAYA
Abstract Views:
512 times
PDF - FULL TEXT Downloads:
982 times
Abstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis seberapa besar pengaruh Self-service technology quality (SSTQUAL) terhadap kepuasan mahasiswa dan loyalitas mahasiswa serta untuk mengetahui pengaruh kepuasan mahasiswa terhadap loyalitas mahasiswa. Data yang digunakan dalam penelitian ini adalah data primer yang diperoleh dari penyebaran kuesioner. Responden dalam penelitian ini adalah 130 responden yang pernah melakukan input mata kuliah yang dipilihnya secara online melalui situs krsonline pada Fakultas Bisnis dan Ekonomika Universitas Surabaya minimal semester 2. Teknik pengambilan sampel penelitian ini adalah non probability samping. Penelitian ini menggunakan pendekatan kuantitatif dengan melalui pengujian secara statistik. Pengujian dilakukan menggunakan metode Structural Equation Modeling (SEM) dengan bantuan Analisis of moment structures (AMOS 20).Hasil penelitian ini menunjukkan bahwa self-service technology quality (SSTQUAL) tidak berpengaruh terhadap kepuasan mahasiswa, Self-service technology quality (SSTQUAL) berpengaruh terhadap loyalitas mahasiswa, Kepuasan mahasiswa berpengaruh terhadap loyalitas mahasiswa.
Downloads
References
Fitzsimmons J. (2003). Service Management, Operations, Strategy and Information Technology. New York: Mc Graw Hill.
Ghozali, I. (2012). Aplikasi Multivariat dengan Program IBM SPSS 20. Semarang: BPUNDIP.
Jogiyanto, H.M. (2011). Metodologi Penelitian Bisnis (Edisi Keempat). BPFE. Yogyakarta.
Kotler, P., & Armstrong, G. (2012). Principles of Marketing. New Jersey: Prentice Hall.
Kotler, P., & Keller L. Kevin. (2012). Marketing Management. New Jersey: Prentice Hall.
Lovelock C., & Wirtz J. (2011). Service Marketing: People, Technology, Strategy. New York: Pearson.
Malhotra, N.K. (2002). Marketing Research: An Applied Orientation (Fourth Edition). New Jersey: Prentice Hall.
Meuter M.L., Ostrom A.L., Roundtree R.I., & Bitner M.J. (2000). Self-Service Technologies: Understanding Customer Satisfaction with Technology- Based Service Encounters, Journal of Marketing, Vol. 64 (1), 50-64.
Musanto, Faizan et al. (Eds). (2001). Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch :Evidence from Banking Sector of Pakistan.
Orel, F. D., and A. Kara. (2014). Supermarket Self-checkout Service Quality, Customer Satisfaction, and Loyalty: Empirical Evidence from an Emerging Market. Journal of Retailing and Consumer Services, Vol. 21 (2), 118–29.
Rowley, J. (2006). An analysis of the e-service literature: towards a research agenda, Internet Research, Vol. 16 (3), 339-359.
Sarwono, J. (2013). Statistik Multivariat: Aplikasi untuk Riset Skripsi. Yogyakarta: ANDI.
Sugiyono. (2014). Metode Penelitian Manajemen. Bandung: Alfabeta.
Tjiptono, F., & Chandra, G. (2011). Service, Quality & Satisfaction. Yogyakarta: ANDI.
- Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
- Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
- By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.
