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All Journal Jurnal Manajemen Atma Jaya
Muhammad Fadillah Aryanto, Muhammad Fadillah
Institut Teknologi Sepuluh Nopember
Economics, Econometrics & Finance

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OPTIMALISASI STRATEGI PEMASARAN LEMBAGA BIMBINGAN BELAJAR BAHASA INGGRIS MENGGUNAKAN METODE EDUCATION SERVICE QUALITY Wibawa, Berto Mulia; Aryanto, Muhammad Fadillah
Jurnal Manajemen Vol 13, No 1 (2016): Jurnal Manajemen
Publisher : Jurnal Manajemen

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (636.72 KB)

Abstract

The importance of the needs of excellent English Language competence in this globalization era makes people always look for credible english course institutions which provide excellent quality of service that will lead toexcellent rate of customer satisfaction. Education service quality is a modification of service quality model whichrelated to service industry in the field of education, including english course institution. This research aims to analyze the influence of education service quality to the customer satisfaction and loyalty. Methods of thisresearch used descriptive analysis, confirmatory factor analysis, and regression analysis. The result of this research showed that from the three latent variables of education service quality (requisite, acceptable, and functional),only requisite and functional which are known to have positive significant influence to the customer satisfaction. Furthermore, customer satisfaction is significantly influenced to the customer loyalty.Keywords: Education service quality, regression analysis, customer satisfaction, customer loyalty, englishcourse
OPTIMALISASI STRATEGI PEMASARAN LEMBAGA BIMBINGAN BELAJAR BAHASA INGGRIS MENGGUNAKAN METODE EDUCATION SERVICE QUALITY Wibawa, Berto Mulia; Aryanto, Muhammad Fadillah
Jurnal Manajemen Vol 13 No 1 (2016): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (636.72 KB)

Abstract

The importance of the needs of excellent English Language competence in this globalization era makes people always look for credible english course institutions which provide excellent quality of service that will lead to excellent rate of customer satisfaction. Education service quality is a modification of service quality model which related to service industry in the field of education, including english course institution. This research aims to analyze the influence of education service quality to the customer satisfaction and loyalty. Methods of this research used descriptive analysis, confirmatory factor analysis, and regression analysis. The result of this research showed that from the three latent variables of education service quality (requisite, acceptable, and functional), only requisite and functional which are known to have positive significant influence to the customer satisfaction. Furthermore, customer satisfaction is significantly influenced to the customer loyalty.
Co-Authors Berto Mulia Wibawa