KONTRIBUSI MANAJEMEN LAYANAN JASA PENDIDIKAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA PTS

Abstract

The phenomenon faced by private universities (PTS) today is the decline of prospective students who also affect the graduates, as well as the lecture. The research aimed to know the contribution of education service management service through the dimension of product/service of PTS, human resources in PTS, the process of service management service to student's satisfaction and loyalry. The research method used explanatury survey with path ana/,ysis approach and is cross-sectional. The technique of collecting data through a questionnaire. The research population is students of Teacher Training and Education Faculty of Galuh Ciamis University and Siliwangi University Tasikmalayaforce of 2014/2015, the technique of determining the sample used random sampling. The results showed that the contribution received by students satisfaction from product/service PT, HR PT, PT service management process is 90,75% and the rest equal to 9,25% contribution from variable not studied. Where is the contribution of product/service of PT equal to 38,71%, the contribution of human resources equal to 27,13%, and contribution service process management service of PT equal to 24,91% and the rest equal to 9,25% contribution from variable not studied, so all contribution accepted student satisfaction is 100%? The contribution of student satisfaction to the loyalty of students is 72.25% and the rest of 27.75% of other variables not studied.