Strategi Service Quality Sebagai Media dalam Menciptakan Kepuasan dan Loyalitas Pelanggan Jasa Pendidikan
Abstract
This article discusses the importance of service quality in creating customer satisfaction and loyalty in the education sector. The article highlights the Total Quality Service (TQS) concept, which emphasizes the effectiveness and efficiency of service delivery. The article also discusses the four characteristics of non-profit service institutions, including intangibility, inseparability, variability, and perishability. The article emphasizes the importance of identifying customer needs and understanding their characteristics to provide satisfactory services. The article also discusses the impact of customer satisfaction and loyalty on the sustainability of educational institutions. The research method used in this article is library research, which involves analyzing and synthesizing existing literature on the topic. The article concludes that providing high-quality services is essential to maintain customer satisfaction and loyalty, which in turn contributes to the reputation, competitiveness, and financial stability of educational institutions.
Downloads
References
Aryanto, M. (2016). Pengaruh Education Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Canadian English Course(2016).
Az-Zahra, D. S., & Pradhanawati, A. (2022). Pengaruh Service Quality dan Service Recovery terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pangkalan Gas LPG 3 Kg PT Catur Karya Kota Salatiga). Jurnal Ilmu Administrasi Bisnis.
Dewa, R. P. (2022). Strategi Komunikasi Pemasaran Pit-Stop Kopi KIG Gresik dalam Mempertahankan Loyalitas Pelanggan [PhD Thesis]. UPN" VETERAN" JAWA TIMUR.
Handaka, W., & Wati, L. (2020). Handaka, V., Wati, L., & Utami, W. (2020). PENGARUH KEPUASAN PELANGGAN SEBAGAI PEMEDIASI HUBUNGAN ANTARA VARIABEL EXPERIENTIAL MARKETING DAN SERVICE QUALITY TERHADAP LOYALITAS PELANGGAN RM LAMUN OMBAK KHATIB SULAIMAN KOTA PADANG. Abstract of Undergraduate Research, Faculty of Economics, Bung Hatta University, 17(2), 1-2. Bung Hatta University, 17(2).
Haryanti, N., & Junaini, I. (2022). Manajemen Pemasaran Pendidikan. Eureka Media Aksara.
Kertajaya, H. (2005). Attracting tourist trader. Gramedia Pustaka.
Kotler, P., & Keller, K. L. (2008). Manajemen Pemasaran (B. Sabran, Trans.). Erlangga.
McCole, P., Ramsey, E., & Williams, J. (2010). Trust Considerations on Attitudes Towards Online Purchasing: The Moderating Effect of Privacy and Security Concerns. Journal of Business Research, 63(9–10).
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. 64(1).
Pratiwi, N. E., & Robbian, D. (2022). Analisis Pengaruh Kualitas Layanan Jasa Pendidikan Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan di SMP IT Izzuddin Palembang. Digital Bisnis: Jurnal Publikasi Ilmu Manajemen Dan E-Commerce, 1(4), 50–58.
Rachmawati, D. I., & Jaenudin. (2022). Pengaruh Persepsi Harga, Promosi Penjualan, dan Kualitas Pelayanan dalam Menciptakan Loyalitas Pelanggan. Smart Management Journal, 3(1).
Richard L, O., & Swan, J. (1993). Consumer Perceptions of Interpersonal Equity and Satisfaction in Transaction: A Field Survey Approach. Journal Marketing, 3(4).
Sarino, A. (2010). Upaya Menciptakan Kepuasan Pelanggan dengan Pengelolaan Service Quality (Servqual). Manajerial, 9(17).
Sartana, B. T., Roeswidiah, R., & Hidayatulah, L. (2017). RANCANG BANGUN ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) DALAM MENINGKATKAN LOYALITAS DAN LAYANAN PELANGGAN (STUDI KASUS PT. DIGIKIDZ INDONESIA). Telematika MKOM, 9(1), 29–34.
Tjiptono, F. (2011). Manajemen Jasa. Andi Offset.
Vicramaditya, P. B. (2021). Pengaruh E-Service Quality, Kualitas Informasi dan Perceived Value terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan Grabbike. Journal of Business and Banking, 10.
zelviean, L. (2021). Kepuasaan Pelanggan dan Pencapaian Brand Trust. Qiara Media.
Copyright (c) 2023 Afni Ma'rufah
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Please find the rights and licenses in EDUKASIA. By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
1. License
The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
2. Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User/Public Rights
EDUKASIA's spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, EDUKASIA permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and EDUKASIA on distributing works in the journal and other media of publications. Unless otherwise stated, the authors are public entities as soon as their articles got published.
4. Rights of Authors
Authors retain all their rights to the published works, such as (but not limited to) the following rights;
- Copyright and other proprietary rights relating to the article, such as patent rights,
- The right to use the substance of the article in own future works, including lectures and books,
- The right to reproduce the article for own purposes,
- The right to self-archive the article,
- The right to enter into separate, additional contractual arrangements for the non-exclusive distribution of the article's published version (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal (EDUKASIA: Jurnal Pendidikan dan Pembelajaran).
5. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. EDUKASIA will not be held liable for anything that may arise due to the author(s) internal dispute. JOSI will only communicate with the corresponding author.
6. Royalties
Being an open accessed journal and disseminating articles for free under the Creative Commons license term mentioned, author(s) aware that EDUKASIA entitles the author(s) to no royalties or other fees.
7. Miscellaneous
EDUKASIA will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. EDUKASIA's editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
