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All Journal Ultima Management : Jurnal Ilmu Manajemen MABIS: Manajemen dan Bisnis JELAJAH: Journal of Tourism and Hospitality Jurnal WIDYA LAKSMI (Jurnal Pengabdian Kepada Masyarakat)
Devi Ayuni
Universitas Terbuka
Humanities Economics, Econometrics & Finance Social Sciences Other

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Journal : Ultima Management : Jurnal Ilmu Manajemen

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Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa Andy Mulyana; Devi Ayuni
Ultima Management : Jurnal Ilmu Manajemen Vol 9 No 2 (2017): Ultima Management : Jurnal Ilmu Manajemen
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (614.768 KB) | DOI: 10.31937/manajemen.v9i2.718

Abstract

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty
Co-Authors Andriyansah . Andy Mulyana Ginta Ginting Irmawaty Irmawaty Lina Mufidah Amatillah Maesaroh, Imas Mailani Hamdani Tamjuddin . Wiwin Siswantini