Pengaruh Kualitas Pelayanan Akademik terhadap Loyalitas Mahasiswa Sekolah Tinggi IImu Ekonomi Indonesia (STIESIA) Surabaya

Nugroho, Novianto Eko (2019) Pengaruh Kualitas Pelayanan Akademik terhadap Loyalitas Mahasiswa Sekolah Tinggi IImu Ekonomi Indonesia (STIESIA) Surabaya. Jurnal Ekonomika, 12 (1). pp. 14-19. ISSN ISSN 1978-9998

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Abstract

Service Quality is a form of service provided by universities as an administrator of education services which is students as (stakeholders) should have the best and satisfy service to support their education. This research method uses quantitative methods with explanative research types. The subjects of this study were students of (undergraduate students) and D3 (diploma) study programs at the Indonesian Economic College (STIESIA) Surabaya, which in total 98 active snidents. The results of using multiple linear regression analysis show that there are a significant influences between variables simultaneously Physical Evidence (XI ), Reliability (X2), Respondency (X3), Assurance (X4). Empathy (X5) on Student Loyalty (Y) significance of 0,000 and coefficient of determination 0.412 (41.2%). While through t test it is known that the influence of academic service quality on student loyalty is only the guarantee variable (X4) shows a value of 5.944 with a significant 0.000 which shows a significant partial effect on student loyalty (Y). One form of student disloyalty lies in the academic services provided by education personal, this can be seen in from Ihe results of the answers - answers to the respondents’ questionaires for the question of variable physical evidence, reliability, responsiveness and empathy. Keywords: Accademic Service Quality, Student Loyalty

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