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KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG

Ardianto, H. B. and Malik, Nazaruddin and Handayanto, Eko (2012) KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG. Jurnal Manajemen Bisnis, 2 (2). ISSN 2089-0176

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Abstract

A research to examined the effect service quality toward student satisfaction, effect of service quality toward word of mouth valence, effect of student satisfaction toward word of mouth valence of student University of Muhammadiyah Malang. The treatment were used questionnaire, each statement on questionnaire used to know respondent respon very disagree until very agree. Based on answer questionnaire result collected 105 responden, data were analysis technique of Structural Equation Model (SEM). The result show that service quality has a positive influence and significant toward student satisfaction, service quality has a positive influence but not significant toward word of mouth valence, student satisfaction has a positive influence and significant toward word of mouth valence. Data result show that service quality has an indirect positive influence toward word of mouth valence through student satisfaction. Student satisfaction has a direct positive influence and significant toward word of mouth valence on private university

Item Type: Article
Keywords: service quality, satisfaction, word of mouth valence
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Atik Yuliawati
Date Deposited: 10 Mar 2018 03:06
Last Modified: 14 Nov 2019 03:40
URI : http://eprints.umm.ac.id/id/eprint/36277

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