INFLUENCE OF SERVICE QUALITY AND SCHOOL IMAGE ON SATISFACTION AND ITS IMPLICATIONS TOWARDS LOYALTY OF STUDENTS SMK PGRI 35 JAKARTA
DOI:
https://doi.org/10.31933/dijdbm.v2i1.641Keywords:
Service Quality, School Image, Satisfaction, LoyaltyAbstract
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.
References
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Lupiyoadi, Rambat. (2013). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.
María-Jesús Martínez-Argüelles and Josep-Maria Batalla-Busquets (206), Perceived Service Quality and Student Loyalty in an Online University, International Review of Research in Open and Distributed Learning Volume 17, Number 4
Molola Bosede Ajoye Miss (2014), Information Systems user Satisfication : A Survey Of The Postgraduate School Portal, University Of Ibadan, Nigeria, Library Philosophy and Practice (e-journal).Paper 1192
Peter, J. Paul dan Jerry C. Olson. 2000. Consumer Behavior. Perilaku konsumen dan Strategi Pemasaran Jilid 2.Edisi 4. Jakarta: Erlangga
Radja, Noventris Ratnawati, dkk (2016), “Pengaruh Kualitas Layanan Terhadap Kepuasan Siswa dan Dampaknya Terhadap Loyalitas Siswa di SMK Kristen Salatiga”,
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Ruslan, Rosady (2012), Manajemen Public Relations dan media Komunikasi: Konsepsi dan Aplikasi, Jakarta : PT. RajaGrafindo Persada
Sabarguna, BS. (2008). Quality Asurance pelayanan Rumah Sakit. Jakarta: Sagung seto.
Supranto, J. (2011). Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Penerbit Rineka Cipta, Jakarta
Sutisna (2012), Perilaku Konsumen dan Komunikasi Pemasaran, Edisi kedua, Bandung : Remaja Rosdakarya
Suwandi, Imam Mulyana Dwi. (2011). Citra Perusahaan. Seri Manajemen Pemasaran, www.e-imam.uni.acc, (https://oeconomicus.files.wordpress. com/2007/07/citra-perusahaan.pdf
Syamsiah, N. (2009). Analisis Faktor-Faktor yang Mempengaruhi Nilai yang Dirasakan Pelanggan untuk Menciptakan Kepuasan Pelanggan di RSUP Dokter Kariadi Semarang. Universitas Diponegoro
Teddy Chandra, Priyono and Lukmanul Hakim. (2015). The Influence Location, Products, Promotions, Service With Respect to Consumer Behavior, Review of European Studies, Volume 7. No12.
Tina Shahsavar, Frantisek Sudzina (2017), Student satisfaction and loyalty in Denmark: Application of EPSI methodology, PLOS ONE https://doi.org/10.1371/journal.pone.
Tjiptono,Fandy. (2012). Pemasaran Jasa-Prinsip, Penerapan, dan Penelitian. Penerbit Andi. Yogyakarta.
Wantara, Pribanus. (2015). The Relationships among Service Quality, Customer Satisfaction, an Customer Loyalty in Library Services. International Journal of Economics and Financial Issues
Zeithaml, Valarie A., Mary Jo Bitner dan Dwayne D. Gremler. (2009). Services Marketing ± Integrating Customer Focus Across The Firm (5th ed). New York: McGraw-Hill.
Alma, Buchari. (2009), Manajemen Bisnis Syariah. Bandung: Alfabeta.
Andreassen TW, Lindestad B. (1998), “Customer Loyalty and Complex Services: The Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customers with Varying Degrees of Service Expertise. International Journal of Service Industri Management, Vol. 9, No. 1, pp. 7–23.
NehmeAzoury, LindosDaou, Charbel ELKhoury, (2014) University image and its relationship to student satisfaction- case of the Middle Eastern private business schools, International Strategic Management Review Volume 2, Issue 1,
Anusorn Kunanusorn, Duangporn Puttawong (2015) , The Mediating Effect Of Satisfaction On Student Loyality To Higher Education Institution, European Scientific Journal October /SPECIAL/ edition Vol.1
Jingxian Zhang, Junqi Wang, Sophia D.Min, Kenny K. Chen, Haiyan Huang (2016)“Influence of Curriculum Quality and Educational Service Quality on Student Experiences : A Case Study in Sport Management Programs”. Journal of Hospitality,Leisure,Sport&TourismEducation Vol.18, pp 81–91.
Fajar, Laksana, (2008). Manajemen Pemasaran. Yogyakarta: Penerbit Graha Ilmu
Hidajahningtyas, Nurullah, Andi Sularso dan Imam Suroso, (2013) “Pengaruh Citra, Kualitas Layanan Dan Kepuasan Terhadap Loyalitas Pasien Di Poliklinik Eksekutif Rumah Sakit Daerah Dr. Soebandi Kabupaten Jember”, Jurnal Ekonomi Akuntansi dan Manajemen (JEAM), Vol. 12. No. 1. Hal. 39 – 53.
Marilees,B & Fry, M. (2002), Corporate Branding: A framework for E - Retaliers.Corporate Reputation Review Vol. 5.
Andy Mulyana dan Devi Ayuni. 2016. Hubungan Antara Kualitas Jasa, Citra Destinasi, Kepuasan Pengunjung dan Niat Mengunjungi Kembali Taman Wisata Air Terjun di Bogor. Jurnal Manjemen Indonesia, Vol 16, N0 3
Bala Haruna (2017), K.Kiranand MuzammilTahira, Modelling web-based library service quality and user loyalty in the context of a developing country, The ElectronicLibrary Vol.35No.3
Consuegra, D., Molina, A. & Esteban, Á. (2007) ‘An integrated model of price, satisfaction and loyalty: An empirical analysis in the service sector’, Journal of Product and Brand Management, 16(7), pp. 459–468. doi: 10.1108/10610420710834913.
Departemen Pendidikan Nasional.2003. Undang-undang RI No.20 tahun 2003.Tentang Sistem Pendidikan Nasional.
Dunja Mestrovic (2016), The Impact Of Service Quality Students Satisfaction And The World Of Mouth : The Case Of The University Of Rijeka Departments, Croatia, Eternova 8-9 September
Engel, James F., dkk. (1995). Perilaku Konsumen. Edisi ke-6. Jakarta Barat: Binarupa Aksara
Fahrurrozi, (2012) Strategi Pemasaran Jasa dalam Meningkatkan Citra Lembaga Pendidikan Islam, Semarang
Fandy Tjiptono dan Gregorius chandra. (2016). Service, Quality & satisfaction. Yogyakarta. Andi
Fandy Tjiptono. (2014). Pemasaran Jasa (Prinsip, Penerapan, Penelitian). Yogyakarta. Andi
Fatmawati, I. (2004). Citra Rumah Sakit, Kepuasan dan Loyalitas Pelanggan Studi Pada Rumah Sakit PKU Yogakarta. Jurnal Utilitas, Vol. 12
Gramler dan Brown dalam Hasan Ali, (2008), Marketing, Medpress (anggota IKAPI), Yogyakarta
Griffin, Jill. (2015).Strategi Pemasaran: How to keep it, How to earn it. Lexiton Books. New York. Alih Bahasa: Dwi Kartini Yahya.
Hurriyati, Ratih. (2015). Bauran Pemasaran dan Loyalitas Konsumen, Bandung: Alfabetha
Irawan, H. (2012). Indonesian Customer Satisfaction: Membedah Strategi Kepuasan Pelanggan Merek Pemenang ICSA, PT Alex Media Komputindo, Jakarta.
Khusaini, Ahmad. (2016). “Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen di SPA Club Area Yogyakarta”. Yogyakarta: Fakultas Ilmu Keolahragaan. Universitas Negeri Yogyakarta
Kotler dan G. Amstrong.(2013). Prinsip-prinsip Pemasaran. Jilid 1. Edisi 12. Jakarta. Erlangga.
Kotler dan G. Amstrong.(2013). Prinsip-prinsip Pemasaran. Jilid 1. Edisi 12. Jakarta. Erlangga.
Kriyantono, Rachmat. (2010). Teknik praktis riset komunikasi: disertai contoh praktis riset media, public relation, advertising, komunikasi organisaso, komunikasi pemasaran. Jakarta: Kencana
Lunarindiah Gatri. (2016). The Influence of Corporate Image, Service Quality, Perceived Value Toward Student Satisfaction and Student Lotalty. Jurnal Manajemen dan Pemasaran Jasa. Vol. 9 No. 2
Lupiyoadi, Rambat. (2013). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.
María-Jesús Martínez-Argüelles and Josep-Maria Batalla-Busquets (206), Perceived Service Quality and Student Loyalty in an Online University, International Review of Research in Open and Distributed Learning Volume 17, Number 4
Molola Bosede Ajoye Miss (2014), Information Systems user Satisfication : A Survey Of The Postgraduate School Portal, University Of Ibadan, Nigeria, Library Philosophy and Practice (e-journal).Paper 1192
Peter, J. Paul dan Jerry C. Olson. 2000. Consumer Behavior. Perilaku konsumen dan Strategi Pemasaran Jilid 2.Edisi 4. Jakarta: Erlangga
Radja, Noventris Ratnawati, dkk (2016), “Pengaruh Kualitas Layanan Terhadap Kepuasan Siswa dan Dampaknya Terhadap Loyalitas Siswa di SMK Kristen Salatiga”,
Rinala, I Nyoman et al. (2013). “Pengaruh Kualitas Pelayanan Akademik Terhadap Kepuasan dan Loyalitas Mahasiswa Pada Sekolah Tinggi Pariwisata Nusa Dua Bali,” eJournal Program Pascasarjana Universitas Pendidikan Ganesha Program Studi Administrasi Pendidikan
Ruslan, Rosady (2012), Manajemen Public Relations dan media Komunikasi: Konsepsi dan Aplikasi, Jakarta : PT. RajaGrafindo Persada
Sabarguna, BS. (2008). Quality Asurance pelayanan Rumah Sakit. Jakarta: Sagung seto.
Supranto, J. (2011). Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Penerbit Rineka Cipta, Jakarta
Sutisna (2012), Perilaku Konsumen dan Komunikasi Pemasaran, Edisi kedua, Bandung : Remaja Rosdakarya
Suwandi, Imam Mulyana Dwi. (2011). Citra Perusahaan. Seri Manajemen Pemasaran, www.e-imam.uni.acc, (https://oeconomicus.files.wordpress. com/2007/07/citra-perusahaan.pdf
Syamsiah, N. (2009). Analisis Faktor-Faktor yang Mempengaruhi Nilai yang Dirasakan Pelanggan untuk Menciptakan Kepuasan Pelanggan di RSUP Dokter Kariadi Semarang. Universitas Diponegoro
Teddy Chandra, Priyono and Lukmanul Hakim. (2015). The Influence Location, Products, Promotions, Service With Respect to Consumer Behavior, Review of European Studies, Volume 7. No12.
Tina Shahsavar, Frantisek Sudzina (2017), Student satisfaction and loyalty in Denmark: Application of EPSI methodology, PLOS ONE https://doi.org/10.1371/journal.pone.
Tjiptono,Fandy. (2012). Pemasaran Jasa-Prinsip, Penerapan, dan Penelitian. Penerbit Andi. Yogyakarta.
Wantara, Pribanus. (2015). The Relationships among Service Quality, Customer Satisfaction, an Customer Loyalty in Library Services. International Journal of Economics and Financial Issues
Zeithaml, Valarie A., Mary Jo Bitner dan Dwayne D. Gremler. (2009). Services Marketing ± Integrating Customer Focus Across The Firm (5th ed). New York: McGraw-Hill.
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