STUDENT SATISFACTION BASED ON ISLAMIC RELIGIOUSITY DALAM MEMEDIASI PENGARUH SERVICE QUALITY TERHADAP STUDENT LOYALITY DI PERGURUAN TINGGI MUHAMMADIYAH JAWA TIMUR

INTAN SARI, ROSI AVINDA (2023) STUDENT SATISFACTION BASED ON ISLAMIC RELIGIOUSITY DALAM MEMEDIASI PENGARUH SERVICE QUALITY TERHADAP STUDENT LOYALITY DI PERGURUAN TINGGI MUHAMMADIYAH JAWA TIMUR. Masters thesis, UNIVERSITAS MUHAMMADIYAH JEMBER.

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Abstract

vi
ABSTRAK
Penelitian ini bertujuan untuk menguji pengaruh Service Quality
berdasarkan model Islamic Higher Education Service Quality (I-HESQUAL)
terhadap Student loyality di Perguruan Tinggi Muhammadiyah di Jawa Timur.
Model I-HESQUAL mencakup tujuh dimensi kualitas layanan yang dianggap
penting oleh mahasiswa, termasuk kemampuan mengajar dan kompetensi staf
akademik, keandalan layanan, reputasi universitas, daya tanggap pegawai, empati
pegawai, internalisasi nilai-nilai Islam, dan dukungan layanan perpustakaan.
Penelitian ini juga menggabungkan kepuasan berdasarkan islamic religiousity
sebagai variabel mediasi dalam hubungan antara Service Quality dan Student
loyality. Data dikumpulkan dari 240 responden menggunakan kuesioner dan
dianalisis menggunakan metode Partial Least Square Structural Equation
Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa Service Quality
berpengaruh positif dan signifikan terhadap Student loyality, hasilnya juga
menunjukkan bahwa terdapat hubungan antara Service Quality dengan
Satisfaction Based on Islamic religiousity. Tak hanya itu, hasil penelitian ini juga
mengindikasikan bahwa terdapat hubungan antara Service Quality terhadap
Student Loyality melalui kepuasan berdasarkan islamic religiousity. Temuan ini
menggarisbawahi pentingnya memperhatikan aspek-aspek kualitas layanan yang
relevan dengan nilai-nilai Islam dalam meningkatkan student loyality di
lingkungan pendidikan Islam. Penelitian ini diharapkan dapat memberikan
kontribusi bagi pengembangan ilmu pengetahuan dalam bidang manajemen
pendidikan dan pemasaran, serta memberikan informasi yang bermanfaat bagi
perguruan tinggi Muhammadiyah dalam meningkatkan kualitas layanan dan
student loyality.
Kata kunci: Service Quality, Islamic Higher Education Service Quality (IHESQUAL), Student loyality, Kepuasan Berdasarkan Islamic religiousity.vii
ABSTRACT
This study aims to examine the influence of Service Quality based on the
Islamic Higher Education Service Quality (I-HESQUAL) model on student
Loyality at Muhammadiyah Universities in East Java, Indonesia. The IHESQUAL model encompasses seven dimensions of service quality deemed
important by students, including teaching and academic staff competency (TCC),
service reliability (ROS), university reputation (REP), employee responsiveness
(RES), employee empathy (EMP), internalization of Islamic values (IIV), and
library service support (LSS). Additionally, this research incorporates
Satisfaction Based on Islamic Religiousity as a mediating variable in the
relationship between Service Quality and student Loyality. Data were collected
from 240 respondents using questionnaires and analyzed using Partial Least
Square Structural Equation Modeling (PLS-SEM). The findings reveal a positive
and significant influence of Service Quality on student Loyality, as well as a
correlation between Service Quality and Satisfaction Based on Islamic
Religiousity. Moreover, the study indicates a relationship between Service Quality
and Loyality through satisfaction based on Islamic religiosity. These results
underscore the importance of considering service quality aspects that align with
Islamic values to enhance student loyality in Islamic educational environments.
This research is expected to contribute to the development of knowledge in
educational management and marketing, while providing valuable insights for
Muhammadiyah Universities in improving service quality and student loyality.
Keywords: Service Quality, Islamic Higher Education Service Quality (IHESQUAL), Student Loyality, Satisfaction Based on Islamic Religiousity.

Contribution

Nama Dosen Pembimbing

NIDN/NIDK

Dosen Pembimbing

Cahyono, Dwi

NIDN0720117001

Dosen Pembimbing

Susbiyani, Arik

NIDN0728117101

Item Type:	Thesis (Masters)
Keywords/Kata Kunci:	Service Quality, Islamic Higher Education Service Quality (IHESQUAL), Student loyality, Kepuasan Berdasarkan Islamic religiousity
Subjects:	300 Social Science > 330 Economics > 332 Financial Economics, Finance
Divisions:	Graduate School > Magister Management (S2)
Depositing User:	ROSI AVINDA INTAN SARI | rosiavinda66@gmail.com
Date Deposited:	18 Aug 2023 02:44
Last Modified:	18 Aug 2023 02:44
URI:	http://repository.unmuhjember.ac.id/id/eprint/19325

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