PENGARUH KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA TERHADAP INTENSI MEREGISTRASI ULANG MAHASISWA
Keywords: Apology, Attentiveness, Credibility, Facilitation, Redress, Repurchase Intention, Satisfaction, Service Quality, Timeliness
This article is written based on the research about the influance of service quality and studentâ€™s satisfaction toward the intensity of studentâ€™s re-registration. This research is a replica of Davidowâ€™s research regarding timeliness, apology, redress, facilitation, credibility and attentiveness as an indicator of service quality that could influence the satisfaction as well as the intention to repurchase. The analisys method thatâ€™s being used in this research is the hierarchy analisys method. By using this analisys, the causal relation between variable and the hierarchy of each variables, whether direct or indirect relations, can be estimated. The population of this research is the student of UT in UPBJJ all over Indonesia. The result of this research indicates that service qualityâ€™s factor has a significant influence toward the studentâ€™s satisfaction; student satisfactionâ€™s factor has a significant influence toward the intensity of studentâ€™s re-registration; service quality factor has a significant influence toward the intensity of studentâ€™s re-registration; both service quality and student satisfactionâ€™s factor donâ€™t have a significant influence toward the intensity of studentâ€™s re-registration.
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