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Hendri Sukotjo
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Decision Sciences, Operations Research & Management

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Pengaruh Kepuasan Kerja terhadap Kualitas Pelayanan, Kepuasan Pelanggan dan Loyalitas Pelanggan pada Perguruan Tinggi Swasta (PTS) di Jawa Timur Sukotjo, Hendri
Jurnal Aplikasi Manajemen Vol. 9 No. 2 (2011)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1825.303 KB)

Abstract

High employee job satisfaction can provide the best service quality which in turn to create customer satisfaction and loyalty. The purpose of this study is to determine the effect of job satisfaction on service quality, customer satisfaction and customer loyalty at Private University in East Java. This study employed causal research, unit analysis are several Private University, with consisting respondent are service providers (managers, lecturer and administration staff) also student (as service costumer). Descriptive analysis techniques and SEM (structural equation model) used. The results stated that: 1. Job satisfaction is directly able to improve service quality and customer satisfaction. When connected indirectly with customer satisfaction through an intervening variable service quality, the results of its total effect becomes increasingly large. 2. Job satisfaction is directly has not been able yet to increase customer loyalty, the result is negative and significant impact. However, while connected indirectly through intervening variables such as service quality and customer satisfaction, the results turned positive total effect.
Pengaruh Pemasaran Internal terhadap Kualitas Pelayanan, Kepuasan Pelanggan dan Loyalitas Pelanggan pada Perguruan Tinggi Swasta (PTS) di Jawa Timur Sukotjo, Hendri
Jurnal Aplikasi Manajemen Vol. 10 No. 3 (2012)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (79.445 KB) | DOI: 10.21776/

Abstract

Internal marketing that properly done would have an impact on service quality, which furthercould increase customer satisfaction and customer loyalty. The purpose of this research was to determinethe effect of internal marketing on service quality, customer satisfaction, and customer loyalty on privateuniversity in East Java. The result of this research shows that: 1. Internal marketing has not been abledirectly to increase service quality and customer satisfaction, 2. Internal marketing could directly increasecustomer loyalty. But, when connected undirectly through intervening variable of service quality andcustomer satisfaction, the total effect would be negative. This result shows that internal marketing could bea booster to customer loyalty, but the impact of this boost factor depend on service quality factor whichreceived by customer, and by customer satisfaction factor.
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