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PENGARUH KUALITAS LAYANAN (SERVICE QUALITY) TERHADAP LOYALITAS MELALUI KEPUASAN PADA MAHASISWA UNIVERSITAS NU SURABAYA

Accounting and Management Journal

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Title PENGARUH KUALITAS LAYANAN (SERVICE QUALITY) TERHADAP LOYALITAS MELALUI KEPUASAN PADA MAHASISWA UNIVERSITAS NU SURABAYA
 
Creator Verriana, Rusdyana Intan
Anshori, Mohamad Yusak
 
Subject service quality
satisfaction
and loyalty
 
Description The aim of this research to examine are there impact of service quality to loyalty with satisfaction as intervening variable to students in Nahdlatul Ulama University of Surabaya. Population in this research are students in Nahdlatul Ulama University of Surabaya total of the sample are 368 from 4.536 students. This research are quantitative method with spread 368 questionnaires. The technique analyze of this research use SEM – PLS (partial least square) software. Free variable of this research is service quality (X), intervening variable is satisfaction (Z) and bunch variable is student’s loyalty (Y). The result of this research shown that service quality (X) have positive impact and significant to students loyalty (Y) have positive impact and significant with path coefficient 0,67 with p – value < 0,001 (significant on 1%). While service quality (X) have positive impact and significant to students loyalty through satisfaction variable (Z) shown positive impact and significant with path coefficient 0,47 with p - value < 0,001 ( significant on 1%).
 
Publisher UNUSA Press
 
Date 2018-03-06
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal2.unusa.ac.id/index.php/AMJ/article/view/73
10.33086/amj.v1i1.73
 
Source Accounting and Management Journal; Vol. 1 No. 1 (2017): Accounting and Management Journal
JURNAL AKUNTANSI DAN MANAJEMEN; Vol 1 No 1 (2017): Accounting and Management Journal
2579-9614
2579-9606
10.33086/amj.v1i1
 
Language eng
 
Relation https://journal2.unusa.ac.id/index.php/AMJ/article/view/73/55
 
Rights Copyright (c) 2018 Rusdyana Intan Verriana, Mohamad Yusak Anshori