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Analisis Kepuasan Pelanggan Jasa Pendidikan Sekolah Madania Bogor

Harisko, Harisko (2011) Analisis Kepuasan Pelanggan Jasa Pendidikan Sekolah Madania Bogor. Masters thesis, Institut Pertanian Bogor.

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            Abstract

            Customer Satisfaction Analysis Toward Services at Madania School Bogor Harisko The objectives of this study were to: (1) identify and analyze the factors influencing customer satisfaction in Madania School, (2) analyze the customer satisfaction toward Madania School services, (3) determine the priority of improvement toward the factors influencing customer satisfaction, (4) analyze the influence of customer satisfaction toward customer loyalty, and (5) formulate strategies toward fulfilling customer needs and expectations based on the customer satisfaction analysis. Data was collected from 155 respondents whose children have been studying in Madania for more than 1 year from Elementary, Junior High, and senior High schools. The primary data was collected through a 'descriptive survey' method through questionnaires. The samples were collected using stratified sampling (probability sampling). There were thirty one (31) attributes analyzed, consisting of twenty five (25) attributes of exogenous latent variables, which are classified into five servqual dimensions and six attributes of endogen latent variable. Data analysis included the servqual analysis, Structural Equation Modeling (SEM), Customer Satisfaction Index, Customer Loyalty Index, and Importance Performance Analysis (IPA). The servqual Analysis showed that there were gaps between perceived and expectation for every attribute. Based on SEM analysis, 3 dimensions out of 5 had significantly contributed in influencing customer satisfaction. Empathy is the dimension that had more contribution to customer satisfaction besides reliability, responsiveness, whereas assurance and Tangibles dimensions had no significant contribution to customer satisfaction. Furthermore, there is a significant relationship between satisfaction and loyalty.

            Item Type: Thesis or Disertation (Masters)
            Uncontrolled Keywords: Customer Satisfaction, Customer Loyalty, Madania School, Structural Equation Modeling, Customer Satisfaction Index, Importance Performance Analysis, and Customer Loyalty Index.
            Subjects: Manajemen Pemasaran
            Divisions: UNSPECIFIED
            Depositing User: Library
            Date Deposited: 12 Dec 2011 10:23
            Last Modified: 12 Dec 2011 10:23
            URI: http://repository.mb.ipb.ac.id/id/eprint/237

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