ANALYSIS OF LEARNING SERVICE QUALITY AND ORGANIZATIONAL COMMITMENT TOWARDS STUDENTS' LOYALTY IN PRIVATE HIGHER EDUCATION (PTS) IN ACEH PROVINCE THROUGH STUDENT SATISFACTION AS AN INTERVENING VARIABLE
DOI:
https://doi.org/10.30996/die.v16i02.132200Keywords:
Quality Service , Commitment Organization , Loyalty Students , Satisfaction StudentAbstract
The development of educational services provided by educational institutions or institutions today is interesting to study. The purpose of the study was to determine the effect of learning service quality, organizational commitment on student loyalty, through student satisfaction as an Intervening at PTS in Aceh province. The type of research used is quantitative. The sample in the study was 50 students from Abulyatama University, 50 students from the Muhammadiyah University of Aceh and 50 students from the Veranda of Mecca. From the results of the research that researchers obtained from SmartPLS data processing, each variable had a significant influence on service quality and organizational commitment to student loyalty. Student satisfaction is proven to have a significant moderate effect (intervening) between the relationship between service quality and student loyalty, so this hypothesis is accepted. So it can be concluded that each independent variable and dependent variable are influenced by the moderating variable..Downloads
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References
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Sugiono. (2017). Quantitative, Qualitative, and R&D Research Methods. In Bandung: Alfabeta, Cv.
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Tresiya, D., & Subagyo, H. (2018). The Influence of Service Quality and Comfort on Consumer Satisfaction at the Online Motorcycle Taxi Service Company Go-Jek in Kediri City . 1 (2), 208–224.
Verriana, RI, & Anshori, MY (2017). The Influence of Service Quality on Loyalty Through Satisfaction. Accounting and Management Journal, 1 (1), 63–79.
Wibowo. (2017). Performance Management. In Jakarta: Rajawali Pers .
Yamin Sofyan, KH (2015). Spss Complete: Analysis Techniques. The Most Complete Statistics with SPSS software. Jakarta: Salemba Infotek .
Bakrie, M., Sujanto, B., & Rugaiyah, R. (2019). The Influence of Service Quality, Institutional Reputation, Students' Satisfaction on Students' Loyalty in Higher Education Institutions. International Journal for Educational and Vocational Studies , 1 (5), 379–391. https://doi.org/10.29103/ijevs.v1i5.1615
Bulkia, S. (2018). Student Satisfaction Sri Bulkia Islamic University of Kalimantan Muhammad Arsyad Al-Banjary Banjarmasin. Management, Scientific Journal , 49–58.
Dagger, T.S., David, M.E., Ng, S., David, M.E., & Ng, S. (2011). Do relationship benefits and maintenance drive commitment and loyalty? https://doi.org/10.1108/08876041111143104
Damira Ismanova. (2019). Students' loyalty in higher education: The mediating effect of satisfaction, trust, commitment on student loyalty to Alma Mater .
Dessler, G. (2012). Human Resource Management. In Jakarta: Indek .
Diyah Undari, I. (2015). Students' Satisfaction on Library Services at Faculty of Economics, Semarang State University. Dynamics of Education Http://Journal.Unnes.Ac.Id/Nju/Index.Php/Dp Students' DOI: 10.15294/Dp.V10i2.5100 Universitas , 10 (2), 136–144.
Donni Junni Priansa. (2017). Consumer Behavior in Contemporary Business. In Bandung: Alfabeta: Vol. I (Management Issue).
Emi Wardati. (2015). Determinants of Student Loyalty at Totalwin Semarang School of Economics. Journal of Applied Management and Accounting , 6 (1), 50–59.
Faizan Ali, Yuan Zhou, Kashif Hussain, Pradeep Kumar, Nair Neethiahnanthan, AR (2016). Does Higher Education SQ Effect SS Image and Loyalty A Study of IS in Malaysian PU. Quality Assurance in Education , 24 (1), 1–46.
Fandy Tjiptono. (2012). Marketing Strategy . 3rd Edition .
Gultom, DK, Ginting, P., & Sembiring, BKF (2014). 1 , 2 , 3 1 . 14 (01), 21–33.
Helgesen, Ø., & Nesset, E. (2011). Does LibQUAL+TM account for student loyalty to a university college library? Quality Assurance in Education , 19 (4), 413–440. https://doi.org/10.1108/09684881111170104
Hennig-thurau, T., Langer, M. F., & Hansen, U. (2001). Modeling and Managing Student Loyalty An Approach Based on the Concept of Relationship Quality . 3 (4), 331–344.
Kotler, P. and KLK (2016). Marketing Management. In New Jersey: Pearson Pretice Hall, Inc: Vol. 15th Editi .
Kunanusorn Anusorn, DP (2015). The Mediating Effect Of Satisfaction On Student Loyalty To. European Scientific Journal October 2015 /SPECIAL/ Edition Vol.1 ISSN: 1857 – 7881 (Print) e - ISSN 1857- 7431 , 1 (October), 449–463.
Lee, H.J., & Seong, M.H. (2020). A study on the effects of business service quality on satisfaction, commitment, performance, and loyalty at a private university. Journal of Asian Finance, Economics and Business , 7 (9), 439–453. https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.439
Mansori, S., Vaz, A., Mizam, Z., & Ismail, M. (2016). Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education . January . https://doi.org/10.5539/ass.v10n7p57
Mark, JA, Baber, MA, & Khattak, MS (2017). Journal of Accounting & The Impact of Relational Dynamics on Students' Loyalty and the Mediating role of Students' Satisfaction in the Higher Education Sector . 6 (1), 1–5. https://doi.org/10.4172/2168-9601.1000215
Marpaung, D., Pebri, P., Nirmalasari, N., Hartati, S., & Nasib, N. (2021). Optimization of Student Loyalty through Rewards and Students' Satisfaction as Intervening Variables. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences , 4 (2), 1730–1737. https://doi.org/10.33258/birci.v4i2.1846
Mokhtar, Sany Sanuri Mohd., Ahmed Audu Maiyaki, and N. bt MN (2011). The Relationship Between Service Quality and Satisfaction on Customer Loyalty in Malaysian Mobile Communication Industry .
Muhammad Bakrie, Bedjo Sujanto, & R. (2019). The Influence of Service Quality, Institutional Reputation, Students' Satisfaction on Students' Loyalty in Higher Education Institutions .
Rahmawati, D. (2013). Analysis of Factors Affecting Student Satisfaction Diana Rahmawati .
Safi, I., & Handoko, F. (2015). Service Quality Reviewed from Student Academic Achievement Case Study at Kadiri University . 1 (2), 22–27.
Sani, K, Winarno, WW, & Fauziati, S. (2015). Strategy for Improving Student Academic Information System Service Model Using Itil V.3 and Cobit 4.1 Framework at Ahmad Dahlan University Yogyakarta . 6–8.
Setiadi, N. . (2013). Consumer Behavior. In Jakarta: Kencana Pernada Media Group .
Sopiah. (2017). Organizational Behavior. In Yogyakarta: Andi Offset .
Sudaryono. (2016). No TitleMarketing Management Theory and Implementation. In Yogyakarta: CV Andi Offset .
Sugiono. (2017). Quantitative, Qualitative, and R&D Research Methods. In Bandung: Alfabeta, Cv.
Thomas, S. (2011). What Drives Student Loyalty in Universities : An Empirical Model from India What Drives Student Loyalty in Universities : An Empirical Model from India. Www.Ccsenet.Org/Ibr International Business Research , 4 (2). https://doi.org/10.5539/ibr.v4n2p183
Tjiptono & Chandra, G. (2012). Strategic Marketing. Second Edition. In Yogyakarta Yogyakarta: Andi .
Tjiptono Fandy. (2016). Service, Quality & satisfaction. In Yogyakarta. Andi .
Tresiya, D., & Subagyo, H. (2018). The Influence of Service Quality and Comfort on Consumer Satisfaction at the Online Motorcycle Taxi Service Company Go-Jek in Kediri City . 1 (2), 208–224.
Verriana, RI, & Anshori, MY (2017). The Influence of Service Quality on Loyalty Through Satisfaction. Accounting and Management Journal, 1 (1), 63–79.
Wibowo. (2017). Performance Management. In Jakarta: Rajawali Pers .
Yamin Sofyan, KH (2015). Spss Complete: Analysis Techniques. The Most Complete Statistics with SPSS software. Jakarta: Salemba Infotek .
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2025-08-28
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