ANALISIS STATISTIK MENGHITUNG KUALITAS LAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA MEMBENTUK LOYALITAS MAHASISWA

Abstract

The purpose of this research is to analyze how the dimensions of academic service quality had a significant positive effect on student satisfaction which in turn provide significant positive impact on student loyalty. The role of media intervening: student satisfaction on student loyalty is expected to be confirmed. This research uses non-probability sampling method with purposive technique. The instrument of this research use questionnaire that analyzed by Structural Equation Modelling: Amos 22. From the analysis of the research, model tested shows that the model is fit and can be accepted based on the indices of the model with the RMSEA of 0,073. The results of this research indicate that the Five dimensions of Reliability, Assurance, Tangibles, Empathy and Responsiveness have a positive influence on the Quality of Academic Service. And there is a positive effect of Academic Service Quality on Student Satisfaction in the form of student loyalty.

Keywords: Academic Service Quality, Customer Satisfaction, Student Loyalty, Amos 22