Innovations on Service Quality: Rising Students' Satisfaction and Loyalty

International Conference on Industrial Technology for Sustainable Development 2017

工业技术;经济学

Arizal, N.^1 ; Listihana, Wita Dwika^1

Universitas Lancang Kuning, Pekanbaru

28265, Indonesia^1

关键词: and Loyalty;    Physical dimensions;    Quantitative approach;    Sampling method;    Sampling technique;    Satisfaction;    Service Quality;    Students' satisfaction;   

Others  :  https://iopscience.iop.org/article/10.1088/1755-1315/175/1/012099/pdf
DOI  :  10.1088/1755-1315/175/1/012099

学科分类：工业工程学

来源: IOP

【 摘 要 】

The purpose of this study is to empirically test and analyze the influence of Service Quality on Satisfaction and its impact on Student's Loyalty at Faculty of Economics, Lancang Kuning University. This research is a descriptive method (survey) in a design of quantitative approach. The data used are primary and secondary. The population in this study is the entire number of the third-semester students of Faculty of the Economics University of Lancang Kuning with a sample size of 100 people adopting slovin's proposition. The sampling technique is nonrandom sampling technique with accidental sampling method. The data analysis is adopting Warp. PLS. The results showed that there was a significant influence of physical dimension, reliability, and assurance of customer's satisfaction, while the aspects of responsiveness and empathy were not substantial. The variable of happiness has a significant influence on loyalty. The results also showed that the determinants of all dimensions and variables have a positive relationship, both from the aspect of service quality to satisfaction and satisfaction with loyalty. Thus, if the aspect of service quality is improved, happiness will also increase; if the satisfaction is increased, loyalty will, then, increase positively.