Salim, Teresia Purnomo (2016) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Word Of Mouth Pelanggan Bimbingan Belajar Di Kota Malang. Magister thesis, Universitas Brawijaya.
Abstract
Tujuan penelitian adalah untuk menguji dan menjelaskan pengaruh kualitas pelayanan terhadap kepuasan pelanggan dan word of mouth pelanggan, serta pengaruh kualitas pelayanan terhadap word of mouth pelanggan yang dimediasi oleh kepuasan pelanggan bimbingan belajar di Kota Malang. Populasi penelitian adalah peserta didik pada tiga bimbingan belajar terbesar di Kota Malang yang akan mengikuti persiapan seleksi masuk perguruan tinggi pada tahun 2016. Sampel penelitian sebanyak 69 orang yang ditentukan dengan purposive sampling. Teknik analisis data menggunakan Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan dan berpengaruh terhadap word of mouth pelanggan. Namun kepuasan pelanggan tidak terbukti memediasi pengaruh kualitas pelayanan terhadap word of mouth karena kepuasan pelanggan tidak berpengaruh signifikan terhadap word of mouth.
English Abstract
The purpose of the study was to test and explain the effect of service quality on customer satisfaction and word of mouth customers, as well as the effect of service quality on customer word of mouth mediated by customer satisfaction tutoring in Malang. The study population was students at the three biggest tutoring in Malang City who would take part in the preparation for college admission selection in 2016. The research sample was 69 people who were determined by purposive sampling. Data analysis techniques using Partial Least Square ( PLS). The results showed that service quality had a significant effect on customer satisfaction and influenced the word of mouth of customers. However, customer satisfaction is not proven to mediate the influence of service quality on word of mouth because customer satisfaction does not have a significant effect on word of mouth.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/371.4/SAL/p/2018/041810319 |
| Uncontrolled Keywords: | PERSONEL SERVICE IN EDUCATION - PSYCHOLOGY, APPLIED |
| Subjects: | 300 Social sciences > 371 Schools and their activities; special education > 371.04 Alternative schools |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Nur Cholis |
| Date Deposited: | 02 Apr 2019 07:30 |
| Last Modified: | 22 Oct 2021 04:01 |
| URI: | http://repository.ub.ac.id/id/eprint/166445 |
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