Analisis atribut-atribut kualitas di pendidikan tinggi yang mempengaruhi mahasiswa dalam melakukan word of mouth

Simatupang, Erika Megawaty Christy (2012) Analisis atribut-atribut kualitas di pendidikan tinggi yang mempengaruhi mahasiswa dalam melakukan word of mouth. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title.pdf) Sampul (1).pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (967kB)
Preview	Text (Abstract.pdf) Abstrak.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (53kB) | Preview
Preview	Text (Chapter1.pdf) BAB I.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (58kB) | Preview
	Text (Chapter2.pdf) BAB II.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (245kB)
	Text (Chapter3.pdf) BAB III.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (69kB)
	Text (Chapter4.pdf) BAB IV.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (488kB)
	Text (Chapter5.pdf) BAB V- Penutup.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (22kB)
Preview	Text (Bibliography.pdf) Daftar pustaka.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (78kB) | Preview
	Text (Appendices.pdf) LAMPIRAN.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)

Abstract

Penurunan jumlah mahasiswa di Universitas Pelita Harapan Surabaya (UPHS) menunjukkan indikasi perlunya perbaikan mengenai kualitas pelayanan. Kualitas pelayanan ini menentukan tingkat kepuasan mahasiswa. Kepuasan mahasiswa UPHS ini juga memiliki pengaruh terhadap Word of Mouth (WOM). Dalam penelitian ini mahasiswa merupakan obyek penelitian untuk menunjukkan sejauh mana tingkat kepuasan dan kecenderungan untuk melakukan WOM mengenai UPHS. Pengumpulan data dilakukan studi kepustakaan, wawancara, dan penyebaran kuesioner kepada mahasiswa di UPHS. Penyebaran kuesioner dilakukan secara proporsional ke semua program studi di UPHS. Data diolah dengan menggunakan analisis validitas, reliabilitas, pengkategorian dengan metode Kano, uji normalitas terhadap WOM dan analisis ANOVA serta uji Tukey. Dari penelitian ini dapat diketahui variabel-variabel kualitas apa saja yang baik dan variabel-variabel apa saja yang harus perlu banyak perbaikan. Selain itu, melalui penelitian ini dapat diketahui tingkat kecenderungan mahasiswa dalam melakukan WOM baik positif maupun negatif terhadap masing-masing variabel. Melalui hasil penelitian ini, maka dapat dilakukan perbaikan dan pengontrolan kualitas pelayanan di UPHS. / Decreasing of the number of students at UPH Surabaya (UPHS) indicated of the needs to improve the service quality. Service quality can determine the level of student satisfaction. UPHS student satisfaction has an influence on the Word of Mouth (WOM). In this study the student is the object of research to demonstrate the extent of satisfaction and propensity to commit the UPHS WOM. Data collection was done by using literature, interview, and distributing questionnaires to students UPHS. Distributing questionnaires done proportionally to all courses at UPHS. The data were processed using analysis of validity, reliability, categorizing the Kano method, test for normality to WOM and analysis ANOVA and Tukey test. From this research, the variables can be determined what is good quality and what variables should need much improvement. In addition, through this research can be seen in the level of student tendencies do both positive and negative WOM for each variable. Through this research, it can be done to improve and control the quality of service at UPHS.

Actions (login required)

View Item