PROSIDING SNASTI 2011 ISBN: 978-979-8968-34-1

Abstract:

Growing number of educational institutions in Surabaya causing the phenomenon of increasingly fierce competition in the world of non-formal education, this is what makes the corresponding educational institutions to improve the quality of the service. One of the Institute of education LP3I Manyar Surabaya. LP3I Manyar Surabaya trying to improve the quality of the service, so that students of numbering of 545 people become loyal and satisfied.

The purpose of this study attempted to assess through the analysis of the relationship between the quality of the service (service quality), confidence, satisfaction and loyalty of the customer .

With the method of sampling random stratified sampling proportional obtained a sample of 213 students of other races in LP3I Manyar Surabaya, students are asked to fill in questionnaires. Filling of the questionnaire data analysed by the SEM method.

The results of this study were: 1. improving the quality of service in the city of Surabaya Manyar LP3I managed to increase student satisfaction (customer satisfaction) LP3I Manyar Surabaya, 2. Improving the quality of services not directly have been able to increase the confidence of students LP3I Manyar Surabaya, but using customer satisfaction factors facilitating improvement in the quality of services can increase the confidence of students LP3I Manyar  Surabaya, 3. Increased customer satisfaction in LP3I Manyar Surabaya will increase the confidence of students LP3I Manyar Surabaya, 4. Improved quality of service in Surabaya directly LP3I Manyar not been able to increase the loyalty of students LP3I Manyar Surabaya, but with the help of customer satisfaction factors mediate the improvement of service quality can increase the loyalty of students LP3I Manyar Surabaya, 5. the increase in customer satisfaction in a position to increase the loyalty of students LP3I Manyar Surabaya, but mediated by a factor of confidence actually weaken the ability to increase customer satisfaction increases loyalty of students LP3I Manyar Surabaya, 6. Increased confidence can increase loyalty of students LP3I Manyar Surabaya.

Keywords: Service Quality, Trust, Customer Satisfaction, Loyalty, LP3I Surabaya

Makalah dapat diunduh di sini :Pengaruh Service Quality, Trust, Customer Satisfaction Terhadap Loyalitas Mahasiswa Pada Lembaga Pendidikan dan Pengembangan Profesi (LP3I) Manyar Surabaya

3-Halaman Judul SNASTIt