Pengaruh reputasi sekolah, nilai-nilai pelayanan dan kualitas pelayanan terhadap kepuasan siswa di SMA Strada St. Thomas Aquino kota Tangerang

Agustin, Maria Imaculata Rini (2018) Pengaruh reputasi sekolah, nilai-nilai pelayanan dan kualitas pelayanan terhadap kepuasan siswa di SMA Strada St. Thomas Aquino kota Tangerang. Masters thesis, Universitas Pelita Harapan.

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Abstract

Strada St. Thomas Aquino Senior High School measure customer satisfaction regularly because one of the keys to maintaining customers is customer satisfaction. The results of customer satisfaction measurements are used to make changes by the school. Student satisfaction is related to many factors including school reputation, service values, and service quality. This study aims to determine the effect of school reputation, service values and service quality on student satisfaction. The research subjects were 275 students of class XI and XII of Strada St. Thomas Aquino Senior High School. The research design uses SEM analysis with a quantitative approach. The results obtained showed that school reputation positively affects service quality, service values positively affect service quality, school reputation positively affects student satisfaction, service values do not positively affect student satisfaction, and service quality affects student satisfaction. / SMA Strada St. Thomas Aquino mengukur kepuasan pelanggan secara teratur, karena salah satu kunci untuk mempertahankan pelanggan adalah kepuasan pelanggan. Hasil pengukuran kepuasan pelanggan digunakan untuk melakukan perubahan oleh sekolah. Kepuasan siswa berkaitan dengan banyak faktor diantaranya reputasi sekolah, nilai-nilai pelayanan, dan kualitas pelayanan. Penelitian ini bertujuan untuk mengetahui pengaruh reputasi sekolah, nilai-nilai pelayanan dan kualitas pelayanan terhadap kepuasan siswa. Adapun subjek penelitian adalah 275 murid kelas XI dan XII SMA Strada St. Thomas Aquino. Desain penelitian menggunakan SEM analisis dengan pendekatan kuantitatif. Hasil penelitian yang diperoleh menunjukkan bahwa reputasi sekolah mempengaruhi kualitas pelayanan secara positif, nilai-nilai pelayanan mempengaruhi kualitas pelayanan secara positif, reputasi sekolah mempengaruhi kepuasan siswa secara positif, nilai-nilai pelayanan tidak mempengaruhi kepuasan siswa secara positif, dan kualitas pelayanan mempengaruhi kepuasan siswa.

Item Type: Thesis (Masters)
Creators:
CreatorsNIMEmail
Agustin, Maria Imaculata RiniUNSPECIFIEDUNSPECIFIED
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSudibjo, NikoUNSPECIFIEDUNSPECIFIED
Uncontrolled Keywords: student satisfaction ; school reputation ; service values ; service quality
Subjects: L Education > LB Theory and practice of education > LB1028.3 Educational techology
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Education > Master of Educational Technology
Current > Faculty/School - UPH Karawaci > Faculty of Education > Master of Educational Technology
Depositing User: Users 15 not found.
Date Deposited: 13 Sep 2019 03:34
Last Modified: 13 Sep 2019 03:34
URI: http://repository.uph.edu/id/eprint/4324

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