kualitas pelayanan dan kepuasan mahasiswa...
Post on 31-Mar-2019
234 Views
Preview:
TRANSCRIPT
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
Untuk memenuhi sebagian persyaratan
mencapai derajat Sarjana S-2 Program studi Magister Manajemen
Diajukan oleh
HENDRA BAGUS ARDIANTO 201010280211008
PROGRAM PASCASARJANA
UNIVERSITAS MUHAMMADIYAH MALANG
2012
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
TESIS
Untuk memenuhi sebagian persyaratan mencapai derajat Sarjana S-2
Program studi Magister Manajemen
Diajukan oleh HENDRA BAGUS ARDIANTO
201010280211008
PROGRAM PASCASARJANA
UNIVERSITAS MUHAMMADIYAH MALANG
2012
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
TESIS
Dipersiapkan dan disusun oleh
HENDRA BAGUS ARDIANTO
Nim 201010280211008
Telah dipertahankan di depan Dewan Penguji
Pada tanggal 22 Mei 2012
SUSUNAN DEWAN PENGUJI
Ketua Dr Nazaruddin Malik MSi ____________________
Penguji II Dr R D Jatmiko MM ____________________
Penguji I Prof Dr Bambang Widagdo MM ____________________
Sekretaris Drs Eko Handayanto MM ____________________
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
Yang diajukan oleh
HENDRA BAGUS ARDIANTO
Nim 201010280211008
Telah disetujui
Tanggal 22 Mei 2012
Pembimbing Utama Dr Nazaruddin Malik MSi
Pembimbing Pendamping Drs Eko Handayanto MM
Direktur Program Pascasarjana
Dr Latipun MKes
Ketua Program Studi Magister Manajemen
Dr Widayat MM
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
SURAT PERNYATAAN Yang bertanda tangan di bawah ini saya
Nama Hendra Bagus Ardianto
NIM 201010280211008
Program Studi Magister Manajemen
Dengan ini menyatakan dengan sebenar ndash benarnya bahwa
1 Tesis dengan judul
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
Adalah hasil karya saya dan dalam naskah Tesis ini tidak terdapat karya
ilmiah yang pernah diajukan oleh orang lain untuk memperoleh gelar
akademik di suatu Perguruan Tinggi dan tidak terdapat karya atau
pendapat yang pernah ditulis atau diterbitkan oleh orang lain baik
sebagian ataupun keseluruhan kecuali yang secara tertulis dikutip dalam
naskah ini dan disebutkan dalam sumber kutipan dan daftar pustaka
2 Apabila ternyata di dalam naskah Tesis dapat dibuktikan terdapat unsur ndash
unsur plagiasi saya bersedia Tesis ini digugurkan atau gelar akademik
yang telah saya peroleh dibatalkan serta diproses sesuai ketentuan hukum
yang berlaku
3 Tesis ini dapat dijadikan sumber pustaka yang merupakan hak bebas
royalti non eksklusif
Demikian pernyataan ini saya buat dengan sebenar ndash benarnya untuk
dipergunakan sebagaimana mestinya
Malang 22 Mei 2012 Yang menyatakan Hendra Bagus Ardianto
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRAK Hendra Bagus Ardianto 201010280211008 Kualitas pelayanan dan kepuasan mahasiswa sebagai anteseden valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Tesis Magister Manajemen Universitas Muhammadiyah Malang Peneliti dibimbing oleh Pembimbing utama (1) Dr Nazaruddin Malik MSi dan Pembimbing pendamping (2) Drs Eko Handayanto MM
Penelitian dilakukan untuk menguji pengaruh kualitas pelayanan terhadap
kepuasan mahasiswa menguji pengaruh kualitas pelayanan terhadap valensi word of mouth menguji pengaruh kepuasan mahasiswa terhadap valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Penelitian menggunakan kuesioner dimana pernyataan - pernyataan dalam kuisioner mewakili pendapat responden yang sangat tidak setuju sampai dengan sangat setuju Berdasarkan hasil jawaban yang diperoleh dari 105 responden kemudian dianalisis dengan metode Structural Equation Model (SEM) Hasil dari penelitian ini adalah kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan mahasiswa kualitas pelayanan berpengaruh positif tetapi tidak signifikan terhadap valensi word of mouth kepuasan mahasiswa berpengaruh positif dan signifikan terhadap valensi word of mouth Hasil analisis data penelitian diketahui bahwa kualitas pelayanan berpengaruh positif secara tidak langsung terhadap valensi word of mouth melalui kepuasan mahasiswa Sedangkan kepuasan mahasiswa berpengaruh positif dan signifikan secara langsung terhadap terjadinya valensi word of mouth pada suatu perguruan tinggi swasta Kata Kunci kualitas pelayanan kepuasan valensi word of mouth
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRACT Hendra Bagus Ardianto 201010280211008 Service quality and student satisfaction as an antecedent word of mouth valence on student University of Muhammadiyah Malang Thesis Magister Management University of Muhammadiyah Malang First advisor Dr Nazaruddin Malik MSi and second advisor Drs Eko Handayanto MM
A research to examined the effect service quality toward student
satisfaction effect of service quality toward word of mouth valence effect of student satisfaction toward word of mouth valence of student University of Muhammadiyah Malang The treatment were used questionnaire each statement on questionnaire used to know respondent respon very disagree until very agree Based on answer questionnaire result collected 105 responden data were analysis technique of Structural Equation Model (SEM) The result show that service quality has a positive influence and significant toward student satisfaction service quality has a positive influence but not significant toward word of mouth valence student satisfaction has a positive influence and significant toward word of mouth valence Data result show that service quality has an indirect positive influence toward word of mouth valence through student satisfaction Student satisfaction has a direct positive influence and significant toward word of mouth valence on private university Key words service quality satisfaction word of mouth valence
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KATA PENGANTAR
Bismillacirchir-rahmacircnir-rahicircm Wa Alhamdu lillacirchi rabbil lsquoacirclamicircn Segala
puji dan syukur penulis haturkan kehadirat Allah SWT yang telah melimpahkan
rahmat dan hidayah-Nya sehingga penulis dapat menyusun dan menyelesaikan
penulisan tesis yang berjudul ldquoKualitas pelayanan dan kepuasan mahasiswa
sebagai anteseden valensi word of mouth pada mahasiswa Universitas
Muhammadiyah Malangrdquo
Pada kesempatan ini penulis menyampaikan ucapan terima kasih kepada
1 Rektor Universitas Muhammadiyah Malang yang telah memberikan
kesempatan bagi penulis untuk menyelesaikan tesis dan studi di Pascasarjana
Universitas Muhammadiyah Malang
2 Direktur dan wakil direktur Pascasarjana Universitas Muhammadiyah Malang
serta Ketua Program Studi Magister Manajemen Pascasarjana Universitas
Muhammadiyah Malang yang telah memberikan kesempatan bagi penulis
untuk menyelesaikan tesis dan studi di Pascasarjana Universitas
Muhammadiyah Malang
3 Dr Nazaruddin Malik MSi dan Drs Eko Handayanto MM selaku dosen
pembimbing yang telah dengan sabar membimbing mengarahkan dan
memberikan semangat sehingga penulis dapat menyelesaikan penelitian tesis
4 Prof Dr Bambang Widagdo MM dan Dr R D Jatmiko MM selaku dosen
penguji tesis
5 Bapak dan Ibu Staf Pengajar Program Studi Magister Manajemen
Pascasarjana Universitas Muhammadiyah Malang yang telah memberikan
banyak ilmu dan wawasan yang bermanfaat bagi peneliti
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
6 Bapak dan Ibu pegawai administrasi Pascasarjana Universitas Muhammadiyah
Malang yang membantu dan melayani peneliti khususnya mengenai
administrasi
7 Papa Ir Bagus Adi Soetjahjo dan Mama Suharnik dan adik Rezky Ami
Cahyaharnita yang telah memberi dukungan moril maupun spirituil doa
dalam perjuangan menuju sukses kasih sayang serta semangat yang tak henti -
hentinya selama penulis melaksanakan sekolah dan pendidikan tinggi
8 Semua guru akademik maupun non akademik Novi Noer Hidayati SP semua
teman dan orang ndash orang tersayang yang telah memberikan pengetahuan
selama penulis melaksanakan sekolah dan pendidikan tinggi di Kota Malang
9 Keluarga besar bapak sepuh (pakpuh) dr H Setya Budhy Sp A (K)
Keluarga Om Drs H M Soenarijadi dan Tante Dr Hj Mintarti Rahayu yang
telah memberikan dukungan moril maupun spirituil selama penulis
melaksanakan sekolah dan pendidikan tinggi di Kota Malang
Semoga penelitian ini dapat memberikan manfaat bagi penulis maupun
pembaca
Malang Mei 2012
Penulis
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR ISI
Halaman
ABSTRAK i
ABSTRACT ii
KATA PENGANTAR iii
DAFTAR ISI v
DAFTAR TABEL viii
DAFTAR GAMBAR x
DAFTAR LAMPIRAN xi
I PENDAHULUAN
11 Latar belakang 1
12 Perumusan masalah penelitian 5
13 Tujuan dan kegunaan penelitian 6
II TINJAUAN PUSTAKA
21 Penelitian terdahulu 7
22 Kajian teori 9
221 Jasa 9
222 Klasifikasi jasa 11
223 Pemasaran jasa pendidikan 13
224 Karakteristik jasa perguruan tinggi 14
225 Kualitas pelayanan 15
226 Kepuasan pelanggan 18
227 Komunikasi word of mouth 20
23 Kerangka pemikiran 22
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
TESIS
Untuk memenuhi sebagian persyaratan mencapai derajat Sarjana S-2
Program studi Magister Manajemen
Diajukan oleh HENDRA BAGUS ARDIANTO
201010280211008
PROGRAM PASCASARJANA
UNIVERSITAS MUHAMMADIYAH MALANG
2012
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
TESIS
Dipersiapkan dan disusun oleh
HENDRA BAGUS ARDIANTO
Nim 201010280211008
Telah dipertahankan di depan Dewan Penguji
Pada tanggal 22 Mei 2012
SUSUNAN DEWAN PENGUJI
Ketua Dr Nazaruddin Malik MSi ____________________
Penguji II Dr R D Jatmiko MM ____________________
Penguji I Prof Dr Bambang Widagdo MM ____________________
Sekretaris Drs Eko Handayanto MM ____________________
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
Yang diajukan oleh
HENDRA BAGUS ARDIANTO
Nim 201010280211008
Telah disetujui
Tanggal 22 Mei 2012
Pembimbing Utama Dr Nazaruddin Malik MSi
Pembimbing Pendamping Drs Eko Handayanto MM
Direktur Program Pascasarjana
Dr Latipun MKes
Ketua Program Studi Magister Manajemen
Dr Widayat MM
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
SURAT PERNYATAAN Yang bertanda tangan di bawah ini saya
Nama Hendra Bagus Ardianto
NIM 201010280211008
Program Studi Magister Manajemen
Dengan ini menyatakan dengan sebenar ndash benarnya bahwa
1 Tesis dengan judul
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
Adalah hasil karya saya dan dalam naskah Tesis ini tidak terdapat karya
ilmiah yang pernah diajukan oleh orang lain untuk memperoleh gelar
akademik di suatu Perguruan Tinggi dan tidak terdapat karya atau
pendapat yang pernah ditulis atau diterbitkan oleh orang lain baik
sebagian ataupun keseluruhan kecuali yang secara tertulis dikutip dalam
naskah ini dan disebutkan dalam sumber kutipan dan daftar pustaka
2 Apabila ternyata di dalam naskah Tesis dapat dibuktikan terdapat unsur ndash
unsur plagiasi saya bersedia Tesis ini digugurkan atau gelar akademik
yang telah saya peroleh dibatalkan serta diproses sesuai ketentuan hukum
yang berlaku
3 Tesis ini dapat dijadikan sumber pustaka yang merupakan hak bebas
royalti non eksklusif
Demikian pernyataan ini saya buat dengan sebenar ndash benarnya untuk
dipergunakan sebagaimana mestinya
Malang 22 Mei 2012 Yang menyatakan Hendra Bagus Ardianto
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRAK Hendra Bagus Ardianto 201010280211008 Kualitas pelayanan dan kepuasan mahasiswa sebagai anteseden valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Tesis Magister Manajemen Universitas Muhammadiyah Malang Peneliti dibimbing oleh Pembimbing utama (1) Dr Nazaruddin Malik MSi dan Pembimbing pendamping (2) Drs Eko Handayanto MM
Penelitian dilakukan untuk menguji pengaruh kualitas pelayanan terhadap
kepuasan mahasiswa menguji pengaruh kualitas pelayanan terhadap valensi word of mouth menguji pengaruh kepuasan mahasiswa terhadap valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Penelitian menggunakan kuesioner dimana pernyataan - pernyataan dalam kuisioner mewakili pendapat responden yang sangat tidak setuju sampai dengan sangat setuju Berdasarkan hasil jawaban yang diperoleh dari 105 responden kemudian dianalisis dengan metode Structural Equation Model (SEM) Hasil dari penelitian ini adalah kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan mahasiswa kualitas pelayanan berpengaruh positif tetapi tidak signifikan terhadap valensi word of mouth kepuasan mahasiswa berpengaruh positif dan signifikan terhadap valensi word of mouth Hasil analisis data penelitian diketahui bahwa kualitas pelayanan berpengaruh positif secara tidak langsung terhadap valensi word of mouth melalui kepuasan mahasiswa Sedangkan kepuasan mahasiswa berpengaruh positif dan signifikan secara langsung terhadap terjadinya valensi word of mouth pada suatu perguruan tinggi swasta Kata Kunci kualitas pelayanan kepuasan valensi word of mouth
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRACT Hendra Bagus Ardianto 201010280211008 Service quality and student satisfaction as an antecedent word of mouth valence on student University of Muhammadiyah Malang Thesis Magister Management University of Muhammadiyah Malang First advisor Dr Nazaruddin Malik MSi and second advisor Drs Eko Handayanto MM
A research to examined the effect service quality toward student
satisfaction effect of service quality toward word of mouth valence effect of student satisfaction toward word of mouth valence of student University of Muhammadiyah Malang The treatment were used questionnaire each statement on questionnaire used to know respondent respon very disagree until very agree Based on answer questionnaire result collected 105 responden data were analysis technique of Structural Equation Model (SEM) The result show that service quality has a positive influence and significant toward student satisfaction service quality has a positive influence but not significant toward word of mouth valence student satisfaction has a positive influence and significant toward word of mouth valence Data result show that service quality has an indirect positive influence toward word of mouth valence through student satisfaction Student satisfaction has a direct positive influence and significant toward word of mouth valence on private university Key words service quality satisfaction word of mouth valence
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KATA PENGANTAR
Bismillacirchir-rahmacircnir-rahicircm Wa Alhamdu lillacirchi rabbil lsquoacirclamicircn Segala
puji dan syukur penulis haturkan kehadirat Allah SWT yang telah melimpahkan
rahmat dan hidayah-Nya sehingga penulis dapat menyusun dan menyelesaikan
penulisan tesis yang berjudul ldquoKualitas pelayanan dan kepuasan mahasiswa
sebagai anteseden valensi word of mouth pada mahasiswa Universitas
Muhammadiyah Malangrdquo
Pada kesempatan ini penulis menyampaikan ucapan terima kasih kepada
1 Rektor Universitas Muhammadiyah Malang yang telah memberikan
kesempatan bagi penulis untuk menyelesaikan tesis dan studi di Pascasarjana
Universitas Muhammadiyah Malang
2 Direktur dan wakil direktur Pascasarjana Universitas Muhammadiyah Malang
serta Ketua Program Studi Magister Manajemen Pascasarjana Universitas
Muhammadiyah Malang yang telah memberikan kesempatan bagi penulis
untuk menyelesaikan tesis dan studi di Pascasarjana Universitas
Muhammadiyah Malang
3 Dr Nazaruddin Malik MSi dan Drs Eko Handayanto MM selaku dosen
pembimbing yang telah dengan sabar membimbing mengarahkan dan
memberikan semangat sehingga penulis dapat menyelesaikan penelitian tesis
4 Prof Dr Bambang Widagdo MM dan Dr R D Jatmiko MM selaku dosen
penguji tesis
5 Bapak dan Ibu Staf Pengajar Program Studi Magister Manajemen
Pascasarjana Universitas Muhammadiyah Malang yang telah memberikan
banyak ilmu dan wawasan yang bermanfaat bagi peneliti
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
6 Bapak dan Ibu pegawai administrasi Pascasarjana Universitas Muhammadiyah
Malang yang membantu dan melayani peneliti khususnya mengenai
administrasi
7 Papa Ir Bagus Adi Soetjahjo dan Mama Suharnik dan adik Rezky Ami
Cahyaharnita yang telah memberi dukungan moril maupun spirituil doa
dalam perjuangan menuju sukses kasih sayang serta semangat yang tak henti -
hentinya selama penulis melaksanakan sekolah dan pendidikan tinggi
8 Semua guru akademik maupun non akademik Novi Noer Hidayati SP semua
teman dan orang ndash orang tersayang yang telah memberikan pengetahuan
selama penulis melaksanakan sekolah dan pendidikan tinggi di Kota Malang
9 Keluarga besar bapak sepuh (pakpuh) dr H Setya Budhy Sp A (K)
Keluarga Om Drs H M Soenarijadi dan Tante Dr Hj Mintarti Rahayu yang
telah memberikan dukungan moril maupun spirituil selama penulis
melaksanakan sekolah dan pendidikan tinggi di Kota Malang
Semoga penelitian ini dapat memberikan manfaat bagi penulis maupun
pembaca
Malang Mei 2012
Penulis
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR ISI
Halaman
ABSTRAK i
ABSTRACT ii
KATA PENGANTAR iii
DAFTAR ISI v
DAFTAR TABEL viii
DAFTAR GAMBAR x
DAFTAR LAMPIRAN xi
I PENDAHULUAN
11 Latar belakang 1
12 Perumusan masalah penelitian 5
13 Tujuan dan kegunaan penelitian 6
II TINJAUAN PUSTAKA
21 Penelitian terdahulu 7
22 Kajian teori 9
221 Jasa 9
222 Klasifikasi jasa 11
223 Pemasaran jasa pendidikan 13
224 Karakteristik jasa perguruan tinggi 14
225 Kualitas pelayanan 15
226 Kepuasan pelanggan 18
227 Komunikasi word of mouth 20
23 Kerangka pemikiran 22
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
TESIS
Dipersiapkan dan disusun oleh
HENDRA BAGUS ARDIANTO
Nim 201010280211008
Telah dipertahankan di depan Dewan Penguji
Pada tanggal 22 Mei 2012
SUSUNAN DEWAN PENGUJI
Ketua Dr Nazaruddin Malik MSi ____________________
Penguji II Dr R D Jatmiko MM ____________________
Penguji I Prof Dr Bambang Widagdo MM ____________________
Sekretaris Drs Eko Handayanto MM ____________________
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
Yang diajukan oleh
HENDRA BAGUS ARDIANTO
Nim 201010280211008
Telah disetujui
Tanggal 22 Mei 2012
Pembimbing Utama Dr Nazaruddin Malik MSi
Pembimbing Pendamping Drs Eko Handayanto MM
Direktur Program Pascasarjana
Dr Latipun MKes
Ketua Program Studi Magister Manajemen
Dr Widayat MM
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
SURAT PERNYATAAN Yang bertanda tangan di bawah ini saya
Nama Hendra Bagus Ardianto
NIM 201010280211008
Program Studi Magister Manajemen
Dengan ini menyatakan dengan sebenar ndash benarnya bahwa
1 Tesis dengan judul
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
Adalah hasil karya saya dan dalam naskah Tesis ini tidak terdapat karya
ilmiah yang pernah diajukan oleh orang lain untuk memperoleh gelar
akademik di suatu Perguruan Tinggi dan tidak terdapat karya atau
pendapat yang pernah ditulis atau diterbitkan oleh orang lain baik
sebagian ataupun keseluruhan kecuali yang secara tertulis dikutip dalam
naskah ini dan disebutkan dalam sumber kutipan dan daftar pustaka
2 Apabila ternyata di dalam naskah Tesis dapat dibuktikan terdapat unsur ndash
unsur plagiasi saya bersedia Tesis ini digugurkan atau gelar akademik
yang telah saya peroleh dibatalkan serta diproses sesuai ketentuan hukum
yang berlaku
3 Tesis ini dapat dijadikan sumber pustaka yang merupakan hak bebas
royalti non eksklusif
Demikian pernyataan ini saya buat dengan sebenar ndash benarnya untuk
dipergunakan sebagaimana mestinya
Malang 22 Mei 2012 Yang menyatakan Hendra Bagus Ardianto
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRAK Hendra Bagus Ardianto 201010280211008 Kualitas pelayanan dan kepuasan mahasiswa sebagai anteseden valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Tesis Magister Manajemen Universitas Muhammadiyah Malang Peneliti dibimbing oleh Pembimbing utama (1) Dr Nazaruddin Malik MSi dan Pembimbing pendamping (2) Drs Eko Handayanto MM
Penelitian dilakukan untuk menguji pengaruh kualitas pelayanan terhadap
kepuasan mahasiswa menguji pengaruh kualitas pelayanan terhadap valensi word of mouth menguji pengaruh kepuasan mahasiswa terhadap valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Penelitian menggunakan kuesioner dimana pernyataan - pernyataan dalam kuisioner mewakili pendapat responden yang sangat tidak setuju sampai dengan sangat setuju Berdasarkan hasil jawaban yang diperoleh dari 105 responden kemudian dianalisis dengan metode Structural Equation Model (SEM) Hasil dari penelitian ini adalah kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan mahasiswa kualitas pelayanan berpengaruh positif tetapi tidak signifikan terhadap valensi word of mouth kepuasan mahasiswa berpengaruh positif dan signifikan terhadap valensi word of mouth Hasil analisis data penelitian diketahui bahwa kualitas pelayanan berpengaruh positif secara tidak langsung terhadap valensi word of mouth melalui kepuasan mahasiswa Sedangkan kepuasan mahasiswa berpengaruh positif dan signifikan secara langsung terhadap terjadinya valensi word of mouth pada suatu perguruan tinggi swasta Kata Kunci kualitas pelayanan kepuasan valensi word of mouth
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRACT Hendra Bagus Ardianto 201010280211008 Service quality and student satisfaction as an antecedent word of mouth valence on student University of Muhammadiyah Malang Thesis Magister Management University of Muhammadiyah Malang First advisor Dr Nazaruddin Malik MSi and second advisor Drs Eko Handayanto MM
A research to examined the effect service quality toward student
satisfaction effect of service quality toward word of mouth valence effect of student satisfaction toward word of mouth valence of student University of Muhammadiyah Malang The treatment were used questionnaire each statement on questionnaire used to know respondent respon very disagree until very agree Based on answer questionnaire result collected 105 responden data were analysis technique of Structural Equation Model (SEM) The result show that service quality has a positive influence and significant toward student satisfaction service quality has a positive influence but not significant toward word of mouth valence student satisfaction has a positive influence and significant toward word of mouth valence Data result show that service quality has an indirect positive influence toward word of mouth valence through student satisfaction Student satisfaction has a direct positive influence and significant toward word of mouth valence on private university Key words service quality satisfaction word of mouth valence
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KATA PENGANTAR
Bismillacirchir-rahmacircnir-rahicircm Wa Alhamdu lillacirchi rabbil lsquoacirclamicircn Segala
puji dan syukur penulis haturkan kehadirat Allah SWT yang telah melimpahkan
rahmat dan hidayah-Nya sehingga penulis dapat menyusun dan menyelesaikan
penulisan tesis yang berjudul ldquoKualitas pelayanan dan kepuasan mahasiswa
sebagai anteseden valensi word of mouth pada mahasiswa Universitas
Muhammadiyah Malangrdquo
Pada kesempatan ini penulis menyampaikan ucapan terima kasih kepada
1 Rektor Universitas Muhammadiyah Malang yang telah memberikan
kesempatan bagi penulis untuk menyelesaikan tesis dan studi di Pascasarjana
Universitas Muhammadiyah Malang
2 Direktur dan wakil direktur Pascasarjana Universitas Muhammadiyah Malang
serta Ketua Program Studi Magister Manajemen Pascasarjana Universitas
Muhammadiyah Malang yang telah memberikan kesempatan bagi penulis
untuk menyelesaikan tesis dan studi di Pascasarjana Universitas
Muhammadiyah Malang
3 Dr Nazaruddin Malik MSi dan Drs Eko Handayanto MM selaku dosen
pembimbing yang telah dengan sabar membimbing mengarahkan dan
memberikan semangat sehingga penulis dapat menyelesaikan penelitian tesis
4 Prof Dr Bambang Widagdo MM dan Dr R D Jatmiko MM selaku dosen
penguji tesis
5 Bapak dan Ibu Staf Pengajar Program Studi Magister Manajemen
Pascasarjana Universitas Muhammadiyah Malang yang telah memberikan
banyak ilmu dan wawasan yang bermanfaat bagi peneliti
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
6 Bapak dan Ibu pegawai administrasi Pascasarjana Universitas Muhammadiyah
Malang yang membantu dan melayani peneliti khususnya mengenai
administrasi
7 Papa Ir Bagus Adi Soetjahjo dan Mama Suharnik dan adik Rezky Ami
Cahyaharnita yang telah memberi dukungan moril maupun spirituil doa
dalam perjuangan menuju sukses kasih sayang serta semangat yang tak henti -
hentinya selama penulis melaksanakan sekolah dan pendidikan tinggi
8 Semua guru akademik maupun non akademik Novi Noer Hidayati SP semua
teman dan orang ndash orang tersayang yang telah memberikan pengetahuan
selama penulis melaksanakan sekolah dan pendidikan tinggi di Kota Malang
9 Keluarga besar bapak sepuh (pakpuh) dr H Setya Budhy Sp A (K)
Keluarga Om Drs H M Soenarijadi dan Tante Dr Hj Mintarti Rahayu yang
telah memberikan dukungan moril maupun spirituil selama penulis
melaksanakan sekolah dan pendidikan tinggi di Kota Malang
Semoga penelitian ini dapat memberikan manfaat bagi penulis maupun
pembaca
Malang Mei 2012
Penulis
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR ISI
Halaman
ABSTRAK i
ABSTRACT ii
KATA PENGANTAR iii
DAFTAR ISI v
DAFTAR TABEL viii
DAFTAR GAMBAR x
DAFTAR LAMPIRAN xi
I PENDAHULUAN
11 Latar belakang 1
12 Perumusan masalah penelitian 5
13 Tujuan dan kegunaan penelitian 6
II TINJAUAN PUSTAKA
21 Penelitian terdahulu 7
22 Kajian teori 9
221 Jasa 9
222 Klasifikasi jasa 11
223 Pemasaran jasa pendidikan 13
224 Karakteristik jasa perguruan tinggi 14
225 Kualitas pelayanan 15
226 Kepuasan pelanggan 18
227 Komunikasi word of mouth 20
23 Kerangka pemikiran 22
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
Yang diajukan oleh
HENDRA BAGUS ARDIANTO
Nim 201010280211008
Telah disetujui
Tanggal 22 Mei 2012
Pembimbing Utama Dr Nazaruddin Malik MSi
Pembimbing Pendamping Drs Eko Handayanto MM
Direktur Program Pascasarjana
Dr Latipun MKes
Ketua Program Studi Magister Manajemen
Dr Widayat MM
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
SURAT PERNYATAAN Yang bertanda tangan di bawah ini saya
Nama Hendra Bagus Ardianto
NIM 201010280211008
Program Studi Magister Manajemen
Dengan ini menyatakan dengan sebenar ndash benarnya bahwa
1 Tesis dengan judul
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
Adalah hasil karya saya dan dalam naskah Tesis ini tidak terdapat karya
ilmiah yang pernah diajukan oleh orang lain untuk memperoleh gelar
akademik di suatu Perguruan Tinggi dan tidak terdapat karya atau
pendapat yang pernah ditulis atau diterbitkan oleh orang lain baik
sebagian ataupun keseluruhan kecuali yang secara tertulis dikutip dalam
naskah ini dan disebutkan dalam sumber kutipan dan daftar pustaka
2 Apabila ternyata di dalam naskah Tesis dapat dibuktikan terdapat unsur ndash
unsur plagiasi saya bersedia Tesis ini digugurkan atau gelar akademik
yang telah saya peroleh dibatalkan serta diproses sesuai ketentuan hukum
yang berlaku
3 Tesis ini dapat dijadikan sumber pustaka yang merupakan hak bebas
royalti non eksklusif
Demikian pernyataan ini saya buat dengan sebenar ndash benarnya untuk
dipergunakan sebagaimana mestinya
Malang 22 Mei 2012 Yang menyatakan Hendra Bagus Ardianto
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRAK Hendra Bagus Ardianto 201010280211008 Kualitas pelayanan dan kepuasan mahasiswa sebagai anteseden valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Tesis Magister Manajemen Universitas Muhammadiyah Malang Peneliti dibimbing oleh Pembimbing utama (1) Dr Nazaruddin Malik MSi dan Pembimbing pendamping (2) Drs Eko Handayanto MM
Penelitian dilakukan untuk menguji pengaruh kualitas pelayanan terhadap
kepuasan mahasiswa menguji pengaruh kualitas pelayanan terhadap valensi word of mouth menguji pengaruh kepuasan mahasiswa terhadap valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Penelitian menggunakan kuesioner dimana pernyataan - pernyataan dalam kuisioner mewakili pendapat responden yang sangat tidak setuju sampai dengan sangat setuju Berdasarkan hasil jawaban yang diperoleh dari 105 responden kemudian dianalisis dengan metode Structural Equation Model (SEM) Hasil dari penelitian ini adalah kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan mahasiswa kualitas pelayanan berpengaruh positif tetapi tidak signifikan terhadap valensi word of mouth kepuasan mahasiswa berpengaruh positif dan signifikan terhadap valensi word of mouth Hasil analisis data penelitian diketahui bahwa kualitas pelayanan berpengaruh positif secara tidak langsung terhadap valensi word of mouth melalui kepuasan mahasiswa Sedangkan kepuasan mahasiswa berpengaruh positif dan signifikan secara langsung terhadap terjadinya valensi word of mouth pada suatu perguruan tinggi swasta Kata Kunci kualitas pelayanan kepuasan valensi word of mouth
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRACT Hendra Bagus Ardianto 201010280211008 Service quality and student satisfaction as an antecedent word of mouth valence on student University of Muhammadiyah Malang Thesis Magister Management University of Muhammadiyah Malang First advisor Dr Nazaruddin Malik MSi and second advisor Drs Eko Handayanto MM
A research to examined the effect service quality toward student
satisfaction effect of service quality toward word of mouth valence effect of student satisfaction toward word of mouth valence of student University of Muhammadiyah Malang The treatment were used questionnaire each statement on questionnaire used to know respondent respon very disagree until very agree Based on answer questionnaire result collected 105 responden data were analysis technique of Structural Equation Model (SEM) The result show that service quality has a positive influence and significant toward student satisfaction service quality has a positive influence but not significant toward word of mouth valence student satisfaction has a positive influence and significant toward word of mouth valence Data result show that service quality has an indirect positive influence toward word of mouth valence through student satisfaction Student satisfaction has a direct positive influence and significant toward word of mouth valence on private university Key words service quality satisfaction word of mouth valence
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KATA PENGANTAR
Bismillacirchir-rahmacircnir-rahicircm Wa Alhamdu lillacirchi rabbil lsquoacirclamicircn Segala
puji dan syukur penulis haturkan kehadirat Allah SWT yang telah melimpahkan
rahmat dan hidayah-Nya sehingga penulis dapat menyusun dan menyelesaikan
penulisan tesis yang berjudul ldquoKualitas pelayanan dan kepuasan mahasiswa
sebagai anteseden valensi word of mouth pada mahasiswa Universitas
Muhammadiyah Malangrdquo
Pada kesempatan ini penulis menyampaikan ucapan terima kasih kepada
1 Rektor Universitas Muhammadiyah Malang yang telah memberikan
kesempatan bagi penulis untuk menyelesaikan tesis dan studi di Pascasarjana
Universitas Muhammadiyah Malang
2 Direktur dan wakil direktur Pascasarjana Universitas Muhammadiyah Malang
serta Ketua Program Studi Magister Manajemen Pascasarjana Universitas
Muhammadiyah Malang yang telah memberikan kesempatan bagi penulis
untuk menyelesaikan tesis dan studi di Pascasarjana Universitas
Muhammadiyah Malang
3 Dr Nazaruddin Malik MSi dan Drs Eko Handayanto MM selaku dosen
pembimbing yang telah dengan sabar membimbing mengarahkan dan
memberikan semangat sehingga penulis dapat menyelesaikan penelitian tesis
4 Prof Dr Bambang Widagdo MM dan Dr R D Jatmiko MM selaku dosen
penguji tesis
5 Bapak dan Ibu Staf Pengajar Program Studi Magister Manajemen
Pascasarjana Universitas Muhammadiyah Malang yang telah memberikan
banyak ilmu dan wawasan yang bermanfaat bagi peneliti
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
6 Bapak dan Ibu pegawai administrasi Pascasarjana Universitas Muhammadiyah
Malang yang membantu dan melayani peneliti khususnya mengenai
administrasi
7 Papa Ir Bagus Adi Soetjahjo dan Mama Suharnik dan adik Rezky Ami
Cahyaharnita yang telah memberi dukungan moril maupun spirituil doa
dalam perjuangan menuju sukses kasih sayang serta semangat yang tak henti -
hentinya selama penulis melaksanakan sekolah dan pendidikan tinggi
8 Semua guru akademik maupun non akademik Novi Noer Hidayati SP semua
teman dan orang ndash orang tersayang yang telah memberikan pengetahuan
selama penulis melaksanakan sekolah dan pendidikan tinggi di Kota Malang
9 Keluarga besar bapak sepuh (pakpuh) dr H Setya Budhy Sp A (K)
Keluarga Om Drs H M Soenarijadi dan Tante Dr Hj Mintarti Rahayu yang
telah memberikan dukungan moril maupun spirituil selama penulis
melaksanakan sekolah dan pendidikan tinggi di Kota Malang
Semoga penelitian ini dapat memberikan manfaat bagi penulis maupun
pembaca
Malang Mei 2012
Penulis
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR ISI
Halaman
ABSTRAK i
ABSTRACT ii
KATA PENGANTAR iii
DAFTAR ISI v
DAFTAR TABEL viii
DAFTAR GAMBAR x
DAFTAR LAMPIRAN xi
I PENDAHULUAN
11 Latar belakang 1
12 Perumusan masalah penelitian 5
13 Tujuan dan kegunaan penelitian 6
II TINJAUAN PUSTAKA
21 Penelitian terdahulu 7
22 Kajian teori 9
221 Jasa 9
222 Klasifikasi jasa 11
223 Pemasaran jasa pendidikan 13
224 Karakteristik jasa perguruan tinggi 14
225 Kualitas pelayanan 15
226 Kepuasan pelanggan 18
227 Komunikasi word of mouth 20
23 Kerangka pemikiran 22
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
SURAT PERNYATAAN Yang bertanda tangan di bawah ini saya
Nama Hendra Bagus Ardianto
NIM 201010280211008
Program Studi Magister Manajemen
Dengan ini menyatakan dengan sebenar ndash benarnya bahwa
1 Tesis dengan judul
KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA
SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA
MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG
Adalah hasil karya saya dan dalam naskah Tesis ini tidak terdapat karya
ilmiah yang pernah diajukan oleh orang lain untuk memperoleh gelar
akademik di suatu Perguruan Tinggi dan tidak terdapat karya atau
pendapat yang pernah ditulis atau diterbitkan oleh orang lain baik
sebagian ataupun keseluruhan kecuali yang secara tertulis dikutip dalam
naskah ini dan disebutkan dalam sumber kutipan dan daftar pustaka
2 Apabila ternyata di dalam naskah Tesis dapat dibuktikan terdapat unsur ndash
unsur plagiasi saya bersedia Tesis ini digugurkan atau gelar akademik
yang telah saya peroleh dibatalkan serta diproses sesuai ketentuan hukum
yang berlaku
3 Tesis ini dapat dijadikan sumber pustaka yang merupakan hak bebas
royalti non eksklusif
Demikian pernyataan ini saya buat dengan sebenar ndash benarnya untuk
dipergunakan sebagaimana mestinya
Malang 22 Mei 2012 Yang menyatakan Hendra Bagus Ardianto
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRAK Hendra Bagus Ardianto 201010280211008 Kualitas pelayanan dan kepuasan mahasiswa sebagai anteseden valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Tesis Magister Manajemen Universitas Muhammadiyah Malang Peneliti dibimbing oleh Pembimbing utama (1) Dr Nazaruddin Malik MSi dan Pembimbing pendamping (2) Drs Eko Handayanto MM
Penelitian dilakukan untuk menguji pengaruh kualitas pelayanan terhadap
kepuasan mahasiswa menguji pengaruh kualitas pelayanan terhadap valensi word of mouth menguji pengaruh kepuasan mahasiswa terhadap valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Penelitian menggunakan kuesioner dimana pernyataan - pernyataan dalam kuisioner mewakili pendapat responden yang sangat tidak setuju sampai dengan sangat setuju Berdasarkan hasil jawaban yang diperoleh dari 105 responden kemudian dianalisis dengan metode Structural Equation Model (SEM) Hasil dari penelitian ini adalah kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan mahasiswa kualitas pelayanan berpengaruh positif tetapi tidak signifikan terhadap valensi word of mouth kepuasan mahasiswa berpengaruh positif dan signifikan terhadap valensi word of mouth Hasil analisis data penelitian diketahui bahwa kualitas pelayanan berpengaruh positif secara tidak langsung terhadap valensi word of mouth melalui kepuasan mahasiswa Sedangkan kepuasan mahasiswa berpengaruh positif dan signifikan secara langsung terhadap terjadinya valensi word of mouth pada suatu perguruan tinggi swasta Kata Kunci kualitas pelayanan kepuasan valensi word of mouth
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRACT Hendra Bagus Ardianto 201010280211008 Service quality and student satisfaction as an antecedent word of mouth valence on student University of Muhammadiyah Malang Thesis Magister Management University of Muhammadiyah Malang First advisor Dr Nazaruddin Malik MSi and second advisor Drs Eko Handayanto MM
A research to examined the effect service quality toward student
satisfaction effect of service quality toward word of mouth valence effect of student satisfaction toward word of mouth valence of student University of Muhammadiyah Malang The treatment were used questionnaire each statement on questionnaire used to know respondent respon very disagree until very agree Based on answer questionnaire result collected 105 responden data were analysis technique of Structural Equation Model (SEM) The result show that service quality has a positive influence and significant toward student satisfaction service quality has a positive influence but not significant toward word of mouth valence student satisfaction has a positive influence and significant toward word of mouth valence Data result show that service quality has an indirect positive influence toward word of mouth valence through student satisfaction Student satisfaction has a direct positive influence and significant toward word of mouth valence on private university Key words service quality satisfaction word of mouth valence
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KATA PENGANTAR
Bismillacirchir-rahmacircnir-rahicircm Wa Alhamdu lillacirchi rabbil lsquoacirclamicircn Segala
puji dan syukur penulis haturkan kehadirat Allah SWT yang telah melimpahkan
rahmat dan hidayah-Nya sehingga penulis dapat menyusun dan menyelesaikan
penulisan tesis yang berjudul ldquoKualitas pelayanan dan kepuasan mahasiswa
sebagai anteseden valensi word of mouth pada mahasiswa Universitas
Muhammadiyah Malangrdquo
Pada kesempatan ini penulis menyampaikan ucapan terima kasih kepada
1 Rektor Universitas Muhammadiyah Malang yang telah memberikan
kesempatan bagi penulis untuk menyelesaikan tesis dan studi di Pascasarjana
Universitas Muhammadiyah Malang
2 Direktur dan wakil direktur Pascasarjana Universitas Muhammadiyah Malang
serta Ketua Program Studi Magister Manajemen Pascasarjana Universitas
Muhammadiyah Malang yang telah memberikan kesempatan bagi penulis
untuk menyelesaikan tesis dan studi di Pascasarjana Universitas
Muhammadiyah Malang
3 Dr Nazaruddin Malik MSi dan Drs Eko Handayanto MM selaku dosen
pembimbing yang telah dengan sabar membimbing mengarahkan dan
memberikan semangat sehingga penulis dapat menyelesaikan penelitian tesis
4 Prof Dr Bambang Widagdo MM dan Dr R D Jatmiko MM selaku dosen
penguji tesis
5 Bapak dan Ibu Staf Pengajar Program Studi Magister Manajemen
Pascasarjana Universitas Muhammadiyah Malang yang telah memberikan
banyak ilmu dan wawasan yang bermanfaat bagi peneliti
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
6 Bapak dan Ibu pegawai administrasi Pascasarjana Universitas Muhammadiyah
Malang yang membantu dan melayani peneliti khususnya mengenai
administrasi
7 Papa Ir Bagus Adi Soetjahjo dan Mama Suharnik dan adik Rezky Ami
Cahyaharnita yang telah memberi dukungan moril maupun spirituil doa
dalam perjuangan menuju sukses kasih sayang serta semangat yang tak henti -
hentinya selama penulis melaksanakan sekolah dan pendidikan tinggi
8 Semua guru akademik maupun non akademik Novi Noer Hidayati SP semua
teman dan orang ndash orang tersayang yang telah memberikan pengetahuan
selama penulis melaksanakan sekolah dan pendidikan tinggi di Kota Malang
9 Keluarga besar bapak sepuh (pakpuh) dr H Setya Budhy Sp A (K)
Keluarga Om Drs H M Soenarijadi dan Tante Dr Hj Mintarti Rahayu yang
telah memberikan dukungan moril maupun spirituil selama penulis
melaksanakan sekolah dan pendidikan tinggi di Kota Malang
Semoga penelitian ini dapat memberikan manfaat bagi penulis maupun
pembaca
Malang Mei 2012
Penulis
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR ISI
Halaman
ABSTRAK i
ABSTRACT ii
KATA PENGANTAR iii
DAFTAR ISI v
DAFTAR TABEL viii
DAFTAR GAMBAR x
DAFTAR LAMPIRAN xi
I PENDAHULUAN
11 Latar belakang 1
12 Perumusan masalah penelitian 5
13 Tujuan dan kegunaan penelitian 6
II TINJAUAN PUSTAKA
21 Penelitian terdahulu 7
22 Kajian teori 9
221 Jasa 9
222 Klasifikasi jasa 11
223 Pemasaran jasa pendidikan 13
224 Karakteristik jasa perguruan tinggi 14
225 Kualitas pelayanan 15
226 Kepuasan pelanggan 18
227 Komunikasi word of mouth 20
23 Kerangka pemikiran 22
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRAK Hendra Bagus Ardianto 201010280211008 Kualitas pelayanan dan kepuasan mahasiswa sebagai anteseden valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Tesis Magister Manajemen Universitas Muhammadiyah Malang Peneliti dibimbing oleh Pembimbing utama (1) Dr Nazaruddin Malik MSi dan Pembimbing pendamping (2) Drs Eko Handayanto MM
Penelitian dilakukan untuk menguji pengaruh kualitas pelayanan terhadap
kepuasan mahasiswa menguji pengaruh kualitas pelayanan terhadap valensi word of mouth menguji pengaruh kepuasan mahasiswa terhadap valensi word of mouth pada mahasiswa Universitas Muhammadiyah Malang Penelitian menggunakan kuesioner dimana pernyataan - pernyataan dalam kuisioner mewakili pendapat responden yang sangat tidak setuju sampai dengan sangat setuju Berdasarkan hasil jawaban yang diperoleh dari 105 responden kemudian dianalisis dengan metode Structural Equation Model (SEM) Hasil dari penelitian ini adalah kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan mahasiswa kualitas pelayanan berpengaruh positif tetapi tidak signifikan terhadap valensi word of mouth kepuasan mahasiswa berpengaruh positif dan signifikan terhadap valensi word of mouth Hasil analisis data penelitian diketahui bahwa kualitas pelayanan berpengaruh positif secara tidak langsung terhadap valensi word of mouth melalui kepuasan mahasiswa Sedangkan kepuasan mahasiswa berpengaruh positif dan signifikan secara langsung terhadap terjadinya valensi word of mouth pada suatu perguruan tinggi swasta Kata Kunci kualitas pelayanan kepuasan valensi word of mouth
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRACT Hendra Bagus Ardianto 201010280211008 Service quality and student satisfaction as an antecedent word of mouth valence on student University of Muhammadiyah Malang Thesis Magister Management University of Muhammadiyah Malang First advisor Dr Nazaruddin Malik MSi and second advisor Drs Eko Handayanto MM
A research to examined the effect service quality toward student
satisfaction effect of service quality toward word of mouth valence effect of student satisfaction toward word of mouth valence of student University of Muhammadiyah Malang The treatment were used questionnaire each statement on questionnaire used to know respondent respon very disagree until very agree Based on answer questionnaire result collected 105 responden data were analysis technique of Structural Equation Model (SEM) The result show that service quality has a positive influence and significant toward student satisfaction service quality has a positive influence but not significant toward word of mouth valence student satisfaction has a positive influence and significant toward word of mouth valence Data result show that service quality has an indirect positive influence toward word of mouth valence through student satisfaction Student satisfaction has a direct positive influence and significant toward word of mouth valence on private university Key words service quality satisfaction word of mouth valence
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KATA PENGANTAR
Bismillacirchir-rahmacircnir-rahicircm Wa Alhamdu lillacirchi rabbil lsquoacirclamicircn Segala
puji dan syukur penulis haturkan kehadirat Allah SWT yang telah melimpahkan
rahmat dan hidayah-Nya sehingga penulis dapat menyusun dan menyelesaikan
penulisan tesis yang berjudul ldquoKualitas pelayanan dan kepuasan mahasiswa
sebagai anteseden valensi word of mouth pada mahasiswa Universitas
Muhammadiyah Malangrdquo
Pada kesempatan ini penulis menyampaikan ucapan terima kasih kepada
1 Rektor Universitas Muhammadiyah Malang yang telah memberikan
kesempatan bagi penulis untuk menyelesaikan tesis dan studi di Pascasarjana
Universitas Muhammadiyah Malang
2 Direktur dan wakil direktur Pascasarjana Universitas Muhammadiyah Malang
serta Ketua Program Studi Magister Manajemen Pascasarjana Universitas
Muhammadiyah Malang yang telah memberikan kesempatan bagi penulis
untuk menyelesaikan tesis dan studi di Pascasarjana Universitas
Muhammadiyah Malang
3 Dr Nazaruddin Malik MSi dan Drs Eko Handayanto MM selaku dosen
pembimbing yang telah dengan sabar membimbing mengarahkan dan
memberikan semangat sehingga penulis dapat menyelesaikan penelitian tesis
4 Prof Dr Bambang Widagdo MM dan Dr R D Jatmiko MM selaku dosen
penguji tesis
5 Bapak dan Ibu Staf Pengajar Program Studi Magister Manajemen
Pascasarjana Universitas Muhammadiyah Malang yang telah memberikan
banyak ilmu dan wawasan yang bermanfaat bagi peneliti
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
6 Bapak dan Ibu pegawai administrasi Pascasarjana Universitas Muhammadiyah
Malang yang membantu dan melayani peneliti khususnya mengenai
administrasi
7 Papa Ir Bagus Adi Soetjahjo dan Mama Suharnik dan adik Rezky Ami
Cahyaharnita yang telah memberi dukungan moril maupun spirituil doa
dalam perjuangan menuju sukses kasih sayang serta semangat yang tak henti -
hentinya selama penulis melaksanakan sekolah dan pendidikan tinggi
8 Semua guru akademik maupun non akademik Novi Noer Hidayati SP semua
teman dan orang ndash orang tersayang yang telah memberikan pengetahuan
selama penulis melaksanakan sekolah dan pendidikan tinggi di Kota Malang
9 Keluarga besar bapak sepuh (pakpuh) dr H Setya Budhy Sp A (K)
Keluarga Om Drs H M Soenarijadi dan Tante Dr Hj Mintarti Rahayu yang
telah memberikan dukungan moril maupun spirituil selama penulis
melaksanakan sekolah dan pendidikan tinggi di Kota Malang
Semoga penelitian ini dapat memberikan manfaat bagi penulis maupun
pembaca
Malang Mei 2012
Penulis
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR ISI
Halaman
ABSTRAK i
ABSTRACT ii
KATA PENGANTAR iii
DAFTAR ISI v
DAFTAR TABEL viii
DAFTAR GAMBAR x
DAFTAR LAMPIRAN xi
I PENDAHULUAN
11 Latar belakang 1
12 Perumusan masalah penelitian 5
13 Tujuan dan kegunaan penelitian 6
II TINJAUAN PUSTAKA
21 Penelitian terdahulu 7
22 Kajian teori 9
221 Jasa 9
222 Klasifikasi jasa 11
223 Pemasaran jasa pendidikan 13
224 Karakteristik jasa perguruan tinggi 14
225 Kualitas pelayanan 15
226 Kepuasan pelanggan 18
227 Komunikasi word of mouth 20
23 Kerangka pemikiran 22
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
ABSTRACT Hendra Bagus Ardianto 201010280211008 Service quality and student satisfaction as an antecedent word of mouth valence on student University of Muhammadiyah Malang Thesis Magister Management University of Muhammadiyah Malang First advisor Dr Nazaruddin Malik MSi and second advisor Drs Eko Handayanto MM
A research to examined the effect service quality toward student
satisfaction effect of service quality toward word of mouth valence effect of student satisfaction toward word of mouth valence of student University of Muhammadiyah Malang The treatment were used questionnaire each statement on questionnaire used to know respondent respon very disagree until very agree Based on answer questionnaire result collected 105 responden data were analysis technique of Structural Equation Model (SEM) The result show that service quality has a positive influence and significant toward student satisfaction service quality has a positive influence but not significant toward word of mouth valence student satisfaction has a positive influence and significant toward word of mouth valence Data result show that service quality has an indirect positive influence toward word of mouth valence through student satisfaction Student satisfaction has a direct positive influence and significant toward word of mouth valence on private university Key words service quality satisfaction word of mouth valence
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KATA PENGANTAR
Bismillacirchir-rahmacircnir-rahicircm Wa Alhamdu lillacirchi rabbil lsquoacirclamicircn Segala
puji dan syukur penulis haturkan kehadirat Allah SWT yang telah melimpahkan
rahmat dan hidayah-Nya sehingga penulis dapat menyusun dan menyelesaikan
penulisan tesis yang berjudul ldquoKualitas pelayanan dan kepuasan mahasiswa
sebagai anteseden valensi word of mouth pada mahasiswa Universitas
Muhammadiyah Malangrdquo
Pada kesempatan ini penulis menyampaikan ucapan terima kasih kepada
1 Rektor Universitas Muhammadiyah Malang yang telah memberikan
kesempatan bagi penulis untuk menyelesaikan tesis dan studi di Pascasarjana
Universitas Muhammadiyah Malang
2 Direktur dan wakil direktur Pascasarjana Universitas Muhammadiyah Malang
serta Ketua Program Studi Magister Manajemen Pascasarjana Universitas
Muhammadiyah Malang yang telah memberikan kesempatan bagi penulis
untuk menyelesaikan tesis dan studi di Pascasarjana Universitas
Muhammadiyah Malang
3 Dr Nazaruddin Malik MSi dan Drs Eko Handayanto MM selaku dosen
pembimbing yang telah dengan sabar membimbing mengarahkan dan
memberikan semangat sehingga penulis dapat menyelesaikan penelitian tesis
4 Prof Dr Bambang Widagdo MM dan Dr R D Jatmiko MM selaku dosen
penguji tesis
5 Bapak dan Ibu Staf Pengajar Program Studi Magister Manajemen
Pascasarjana Universitas Muhammadiyah Malang yang telah memberikan
banyak ilmu dan wawasan yang bermanfaat bagi peneliti
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
6 Bapak dan Ibu pegawai administrasi Pascasarjana Universitas Muhammadiyah
Malang yang membantu dan melayani peneliti khususnya mengenai
administrasi
7 Papa Ir Bagus Adi Soetjahjo dan Mama Suharnik dan adik Rezky Ami
Cahyaharnita yang telah memberi dukungan moril maupun spirituil doa
dalam perjuangan menuju sukses kasih sayang serta semangat yang tak henti -
hentinya selama penulis melaksanakan sekolah dan pendidikan tinggi
8 Semua guru akademik maupun non akademik Novi Noer Hidayati SP semua
teman dan orang ndash orang tersayang yang telah memberikan pengetahuan
selama penulis melaksanakan sekolah dan pendidikan tinggi di Kota Malang
9 Keluarga besar bapak sepuh (pakpuh) dr H Setya Budhy Sp A (K)
Keluarga Om Drs H M Soenarijadi dan Tante Dr Hj Mintarti Rahayu yang
telah memberikan dukungan moril maupun spirituil selama penulis
melaksanakan sekolah dan pendidikan tinggi di Kota Malang
Semoga penelitian ini dapat memberikan manfaat bagi penulis maupun
pembaca
Malang Mei 2012
Penulis
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR ISI
Halaman
ABSTRAK i
ABSTRACT ii
KATA PENGANTAR iii
DAFTAR ISI v
DAFTAR TABEL viii
DAFTAR GAMBAR x
DAFTAR LAMPIRAN xi
I PENDAHULUAN
11 Latar belakang 1
12 Perumusan masalah penelitian 5
13 Tujuan dan kegunaan penelitian 6
II TINJAUAN PUSTAKA
21 Penelitian terdahulu 7
22 Kajian teori 9
221 Jasa 9
222 Klasifikasi jasa 11
223 Pemasaran jasa pendidikan 13
224 Karakteristik jasa perguruan tinggi 14
225 Kualitas pelayanan 15
226 Kepuasan pelanggan 18
227 Komunikasi word of mouth 20
23 Kerangka pemikiran 22
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
KATA PENGANTAR
Bismillacirchir-rahmacircnir-rahicircm Wa Alhamdu lillacirchi rabbil lsquoacirclamicircn Segala
puji dan syukur penulis haturkan kehadirat Allah SWT yang telah melimpahkan
rahmat dan hidayah-Nya sehingga penulis dapat menyusun dan menyelesaikan
penulisan tesis yang berjudul ldquoKualitas pelayanan dan kepuasan mahasiswa
sebagai anteseden valensi word of mouth pada mahasiswa Universitas
Muhammadiyah Malangrdquo
Pada kesempatan ini penulis menyampaikan ucapan terima kasih kepada
1 Rektor Universitas Muhammadiyah Malang yang telah memberikan
kesempatan bagi penulis untuk menyelesaikan tesis dan studi di Pascasarjana
Universitas Muhammadiyah Malang
2 Direktur dan wakil direktur Pascasarjana Universitas Muhammadiyah Malang
serta Ketua Program Studi Magister Manajemen Pascasarjana Universitas
Muhammadiyah Malang yang telah memberikan kesempatan bagi penulis
untuk menyelesaikan tesis dan studi di Pascasarjana Universitas
Muhammadiyah Malang
3 Dr Nazaruddin Malik MSi dan Drs Eko Handayanto MM selaku dosen
pembimbing yang telah dengan sabar membimbing mengarahkan dan
memberikan semangat sehingga penulis dapat menyelesaikan penelitian tesis
4 Prof Dr Bambang Widagdo MM dan Dr R D Jatmiko MM selaku dosen
penguji tesis
5 Bapak dan Ibu Staf Pengajar Program Studi Magister Manajemen
Pascasarjana Universitas Muhammadiyah Malang yang telah memberikan
banyak ilmu dan wawasan yang bermanfaat bagi peneliti
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
6 Bapak dan Ibu pegawai administrasi Pascasarjana Universitas Muhammadiyah
Malang yang membantu dan melayani peneliti khususnya mengenai
administrasi
7 Papa Ir Bagus Adi Soetjahjo dan Mama Suharnik dan adik Rezky Ami
Cahyaharnita yang telah memberi dukungan moril maupun spirituil doa
dalam perjuangan menuju sukses kasih sayang serta semangat yang tak henti -
hentinya selama penulis melaksanakan sekolah dan pendidikan tinggi
8 Semua guru akademik maupun non akademik Novi Noer Hidayati SP semua
teman dan orang ndash orang tersayang yang telah memberikan pengetahuan
selama penulis melaksanakan sekolah dan pendidikan tinggi di Kota Malang
9 Keluarga besar bapak sepuh (pakpuh) dr H Setya Budhy Sp A (K)
Keluarga Om Drs H M Soenarijadi dan Tante Dr Hj Mintarti Rahayu yang
telah memberikan dukungan moril maupun spirituil selama penulis
melaksanakan sekolah dan pendidikan tinggi di Kota Malang
Semoga penelitian ini dapat memberikan manfaat bagi penulis maupun
pembaca
Malang Mei 2012
Penulis
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR ISI
Halaman
ABSTRAK i
ABSTRACT ii
KATA PENGANTAR iii
DAFTAR ISI v
DAFTAR TABEL viii
DAFTAR GAMBAR x
DAFTAR LAMPIRAN xi
I PENDAHULUAN
11 Latar belakang 1
12 Perumusan masalah penelitian 5
13 Tujuan dan kegunaan penelitian 6
II TINJAUAN PUSTAKA
21 Penelitian terdahulu 7
22 Kajian teori 9
221 Jasa 9
222 Klasifikasi jasa 11
223 Pemasaran jasa pendidikan 13
224 Karakteristik jasa perguruan tinggi 14
225 Kualitas pelayanan 15
226 Kepuasan pelanggan 18
227 Komunikasi word of mouth 20
23 Kerangka pemikiran 22
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
6 Bapak dan Ibu pegawai administrasi Pascasarjana Universitas Muhammadiyah
Malang yang membantu dan melayani peneliti khususnya mengenai
administrasi
7 Papa Ir Bagus Adi Soetjahjo dan Mama Suharnik dan adik Rezky Ami
Cahyaharnita yang telah memberi dukungan moril maupun spirituil doa
dalam perjuangan menuju sukses kasih sayang serta semangat yang tak henti -
hentinya selama penulis melaksanakan sekolah dan pendidikan tinggi
8 Semua guru akademik maupun non akademik Novi Noer Hidayati SP semua
teman dan orang ndash orang tersayang yang telah memberikan pengetahuan
selama penulis melaksanakan sekolah dan pendidikan tinggi di Kota Malang
9 Keluarga besar bapak sepuh (pakpuh) dr H Setya Budhy Sp A (K)
Keluarga Om Drs H M Soenarijadi dan Tante Dr Hj Mintarti Rahayu yang
telah memberikan dukungan moril maupun spirituil selama penulis
melaksanakan sekolah dan pendidikan tinggi di Kota Malang
Semoga penelitian ini dapat memberikan manfaat bagi penulis maupun
pembaca
Malang Mei 2012
Penulis
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR ISI
Halaman
ABSTRAK i
ABSTRACT ii
KATA PENGANTAR iii
DAFTAR ISI v
DAFTAR TABEL viii
DAFTAR GAMBAR x
DAFTAR LAMPIRAN xi
I PENDAHULUAN
11 Latar belakang 1
12 Perumusan masalah penelitian 5
13 Tujuan dan kegunaan penelitian 6
II TINJAUAN PUSTAKA
21 Penelitian terdahulu 7
22 Kajian teori 9
221 Jasa 9
222 Klasifikasi jasa 11
223 Pemasaran jasa pendidikan 13
224 Karakteristik jasa perguruan tinggi 14
225 Kualitas pelayanan 15
226 Kepuasan pelanggan 18
227 Komunikasi word of mouth 20
23 Kerangka pemikiran 22
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR ISI
Halaman
ABSTRAK i
ABSTRACT ii
KATA PENGANTAR iii
DAFTAR ISI v
DAFTAR TABEL viii
DAFTAR GAMBAR x
DAFTAR LAMPIRAN xi
I PENDAHULUAN
11 Latar belakang 1
12 Perumusan masalah penelitian 5
13 Tujuan dan kegunaan penelitian 6
II TINJAUAN PUSTAKA
21 Penelitian terdahulu 7
22 Kajian teori 9
221 Jasa 9
222 Klasifikasi jasa 11
223 Pemasaran jasa pendidikan 13
224 Karakteristik jasa perguruan tinggi 14
225 Kualitas pelayanan 15
226 Kepuasan pelanggan 18
227 Komunikasi word of mouth 20
23 Kerangka pemikiran 22
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
24 Perumusan hipotesis 23
241 Hubungan kualitas pelayanan dan kepuasan mahasiswa 24
242 Hubungan kualitas pelayanan dan valensi word of mouth 24
243 Hubungan kepuasan mahasiswa dan valensi word of mouth 25
III METODE PENELITIAN
31 Jenis dan sumber data 26
32 Populasi dan sampel 26
321 Populasi 26
322 Sampel penelitian 27
323 Teknik sampling 28
33 Metode pengumpulan data 29
34 Definisi operasional variabel 30
341 Variabel kualitas pelayanan (SQ) 31
342 Variabel kepuasan mahasiswa (SAT) 32
343 Variabel valensi word of mouth (WOM) 33
35 Teknik analisis 34
351 Uji validitas dan reliabilitas data 34
352 Uji validitas dan reliabilitas konstruk 35
353 Asumsi pada Structural Equation Model (SEM) 36
354 Analisis data kuantitatif 37
355 Model pengukuran (measurement model) 45
356 Model struktural (structural model) 48
IV HASIL PENELITIAN
41 Deskripsi data responden 49
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
42 Analisis jawaban responden 55
421 Analisis jawaban variabel kualitas pelayanan 55
422 Analisis jawaban variabel kepuasan mahasiswa 57
423 Analisis jawaban variabel valensi word of mouth 57
43 Proses dan hasil analisis data 58
431 Analisis konfirmatori variabel kualitas pelayanan 59
432 Analisis konfirmatori variabel kepuasan mahasiswa 63
433 Analisis konfirmatori variabel valensi word of mouth 66
434 Analisis full model 70
44 Pengujian hipotesis 78
44 Pembahasan 84
V KESIMPULAN DAN SARAN
51 Kesimpulan 88
52 Saran 89
53 Kelemahan penelitian 90
DAFTAR PUSTAKA 92
LAMPIRAN 103
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR TABEL
Hal
Tabel 31 Variabel dan indikator variabel kualitas pelayanan 31
Tabel 32 Variabel dan indikator variabel kepuasan mahasiswa 33
Tabel 33 Variabel dan indikator variabel valensi word of mouth 34
Tabel 34 Goodness of fit indices 44
Tabel 41 Distribusi responden berdasarkan jenis kelamin 49
Tabel 42 Distribusi responden berdasarkan fakultas dari responden 50
Tabel 43 Distribusi responden berdasarkan umur 51
Tabel 44 Distribusi responden berdasarkan asal daerah responden 51
Tabel 45 Distribusi responden berdasarkan alasan memilih fakultas 52
Tabel 46 Distribusi responden berdasarkan aktivitas responden selain
di ruang kuliah 53
Tabel 47 Distribusi responden berdasarkan waktu aktivitas per hari 54
Tabel 48 Distribusi responden berdasarkan asal sekolah menengah atas 54
Tabel 49 Analisis jawaban variabel kualitas pelayanan 56
Tabel 410 Analisis jawaban variabel kepuasan mahasiswa 57
Tabel 411 Analisis jawaban variabel valensi word of mouth 58
Tabel 412 Hasil pengujian kelayakan variabel kualitas pelayanan 60
Tabel 413 Hasil analisis goodness of fit test full model 73
Tabel 414 Hasil uji normalitas data 74
Tabel 415 Hasil analisis univariat outliers 75
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Tabel 416 Hasil perhitungan Reliabilitas konstruk dan variance extract 77
Tabel 417 Persamaan regresi pada penelitian 78
Tabel 418 Hasil uji hipotesis penelitian 79
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR GAMBAR
Hal
Gambar 21 Tabel proses jasa 12
Gambar 22 Rerangka konseptual penelitian 23
Gambar 41 Hasil analisis konfirmatori variabel kualitas pelayanan 59
Gambar 42 Hasil analisis uji t dari variabel kualitas pelayanan 62
Gambar 43 Hasil analisis konfirmatori variabel kepuasan mahasiswa 63
Gambar 44 Hasil analisis uji t dari variabel kepuasan mahasiswa 65
Gambar 45 Hasil analisis konfirmatori variabel valensi word of mouth 67
Gambar 46 Hasil analisis uji t dari variabel valensi word of mouth 69
Gambar 47 Hasil analisis full model 71
Gambar 48 Hasil analisis full model berdasarkan nilai-t (t-values) 72
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR LAMPIRAN
Hal
Lampiran 1 Draf kuesioner penelitian 103
Lampiran 2 Tabulasi data penelitian 111
Lampiran 3 Model struktural penelitian 114
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
DAFTAR PUSTAKA
Abiawan Hwan Nico 2011 Pengaruh kualitas pelayanan terhadap word of mouth
konsumen rumah makan khas sunda balibu (Abstrak) Tugas Akhir
Ilmu Komunikasi Universitas Pelita Harapan
Adisaputro Gunawan 2010 Manajemen pemasaran analisis untuk perencanaan
strategi pemasaran UPP STIM YKPN Yogyakarta
Ahmed Ishfaq Muhammad Musarrat Nawaz Zulfqar Ahmad Zafar Ahmad
Muhammad Zeeshan Shaukat Ahmad Usman Wasim-ul-Rehman
and Naveed Ahmed 2010 Does service quality affect studentsrsquo
performance Evidence from institutes of higher learning African
Journal of Business Management 4 (12) 2527 ndash 2533
Alex 2006 Service marketing and non profit marketing Diakses dari
httpwwwalexudeledu
Alexandru Bajenaru 2010 The art and science of word of mouth and electronic
word of mouth Fascicle of Management and Technological
Engineering 9 (19) 7 ndash 16
Alma Buchari 2008 Manajemen corporate dan strategi pemasaran jasa
pendidikan Alfabeta Bandung
Anonymous 2007 Word of mouth marketing Diakses dari http
wwwwommacom
Anonymous 2012 Data jumlah mahasiswa di Universitas Muhammadiyah
Malang Diakses dari http wwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Anderson Eugene W and Mary W Sullivan 1993 The antecedents and
consequences of customer satisfaction for firms Marketing Science
12 125 ndash 143
Anderson Eugene W Claes Fornell and Donald R Lehmann 1994 Customer
satisfaction market share and profitabiliy finding from Sweden
Journal of Marketing 58 53 ndash 66
Anderson Eugene W 1998 Customer satisfaction and word of mouth Journal of
Service Research 1 (1) 5 ndash 17
Asnawi Nur dan Masyhuri 2009 Metodologi riset manajemen pemasaran UIN
Press Malang pp 297
Bates Keith W 2005 An introduction to word of mouth marketing The Illinois
Technology Association United States of America p 1 - 35
Banerjee A and Drew Fudenberg 2001 Word of mouth learning Games and
economic behavior 46 1 ndash 22
Barata Atep Adya 2006 Dasar - dasar pelayanan prima Gramedia Jakarta
Brady Michael K and J Joseph Cronin 2001 Some new thoughts on
conceptualizing perceived service qualityA hierarchical approach
The Journal of Marketing 65 (3) 34 ndash 49
Buttle Francis A 1998 Word of mouth understanding and managing refferal
marketing Journal of Strategic Marketing 6 241 ndash 254
Brown Tom J and Peter A Dacin 1997 The company and the product
corporate association and consumer product responses Journal of
Marketing 68 ndash 84
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Bruce Grady and Rachel Edgington 2008 Factors influencing word-of-mouth
recommendations by MBA Students An examination of school
quality educational outcomes and value of the MBA Journal of
Marketing for Higher Education 18 (1) 79 ndash 101
Cronin J Joseph Jr and Steven A Taylor 1992 Servperf versus servqual
reconciling performance-based and perception-minus expections
measurement of service quality Journal of Marketing 58 125 ndash 131
Davidow Moshe 2003 Have you heard the wordThe effect of word of mouth on
perceived justice satisfaction and repurchase intentions following
complaint handling Journal of consumer satisfactiondissatisfaction
and complaining behavior 16 67 ndash 80
Dharmmesta Swasta B dan T Hani Handoko 1992 Manajemen pemasaran
analisa perilaku konsumen Liberty Yogyakarta
Ekiz Erdogan H Huseyin Arasli Guita Farivarsadri and Ali Bavik 2008
Measuring organizational responses to the student complaints in the
perceived justice framework Some evidence from northern cyprus
universities Educational Research and Reviews 3 (7) 246 ndash 256
File KM Cermak DSP and Prince RA 1994 Word of mouth effects in
professional services buyer behavior The Service Industries Journal
14 (3) 301 ndash 314
Ghozali Imam dan Fuad 2008 Structural equation modeling edisi 2 Badan
Penerbit Universitas Diponegoro Semarang pp 385
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Gremier Dwayne D and Stephen W Brown 1997 Service loyalty its nature
importance and implications University of Karlstad Sweden p 171
ndash 181
Gronroos Christian 1984 A service quality model and its marketing
implications European journal of marketing 18 (4)
Hanaysha Jalal R M 2011 Service quality and satisfaction among postgraduate
students at universiti utara malaysia Thesis Master of Science
Universiti Utara Malaysia
Hanaysha Jalal R M Haim Hilman Abdullah and Ari Warokka 2011 Service
quality and studentsrsquo satisfaction at higher learning institutions the
competing dimensions of Malaysian Universitiesrsquo competitiveness
Journal of Southeast Asian Research 1 ndash 10
Harjadi Didik dan Dewi Fatmasari 2008 Word of mouth communication sebagai
alternatif kreatif dalam komunikasi pemasaran Equilibrium 8 (4) 72
ndash 78
Hasan Ali 2010 Marketing dari mulut ke mulut Media Pressindo Yogyakarta
pp 336
Helgesen Oslashyvind and Erik Nesset 2007 Images satisfaction and antecedents
Drivers of student loyalty A case study of a Norwegian University
College Corporate Reputation Review 10 (1) 38 ndash 59
Indrajit Richardus Eko dan Richardus Djokopranoto 2004 Manajemen
perguruan tinggi modern Diakses dari httpwwwgooglecoid
Indriantoro Nur dan Bambang Supomo 2002 Metodologi penelitian bisnis
Badan Penerbit Fakultas Ekonomi UGM Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Jasfar Farida 2005 Manajemen jasa pendekatan terpadu Ghalia Indonesia
Bogor pp 252
Jogiyanto 2008 Pedoman survei kuesioner mengembangkan kuesioner
mengatasi bias dan meningkatkan respon Badan Penerbit Fakultas
Ekonomi UGM Yogyakarta pp 314
Jusuf Herlina 2003 Uji kecocokan model (Goodness of fit) Diakses dari
httpwwwgooglecoid
Khodayari Faranak and Behnaz Khodayari 2011 Service quality in higher
education case study measuring service quality of Islamic Azad
University Firoozkooh branch Interdisciplinary Journal of Research
in Business 1 (9) 38 ndash 46
Khraim Hamza Salim 2011 The willingness to generate positive word of mouth
marketing The case of students in private universities in Jordan
Pertanika J Soc Sci and Hum 19 (2) 273 ndash 289
Kotler P 2000 Manajemen pemasaran menganalisis pasar konsumen dan
perilaku pembeli Jilid I Ed Millenium PTPrenhalindo Jakarta
Kotler P and Keller K L 2006 Marketing management 12th ed Prentice Hall
International Inc New Jersey
Luo Xieming and Homburg Christian 2007 Neglected outcomes of customer
satisfaction Journal of Marketing
Lupiyoadi Rambat 2009 Manajemen pemasaran jasa teori dan praktik Edisi
Kedua Salemba Empat Jakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Marimuthu Malliga dan Ishak Ismail 2012 Service Quality in Higher Education
Comparing the Perceptions of Stakeholders Ninth AIMS
International Conference on Management 515 ndash 523
Matos Celso Augusto de and Carlos Alberto Vargas Rossi 2008 Word-of-mouth
communications in marketing a meta-analytic review of the
antecedents and moderators Journal of The Academic Marketing
Science 36 578 ndash 596
Mitchell Patrice Black 2011 Perceived quality of service and behavioral
intentions of first-time students enrolled at The University of North
Carolina Asheville Available at http wwwgooglecoid
Natalisa Diah 2007 Survey kepuasan pelanggan program studi magister
manajemen universitas sriwijaya Jurnal Manajemen dan Bisnis
Sriwijaya 5 (9) 83 ndash 98
Oliver Richard 1993 A conceptual model of service quality and service
satisfaction compatible goal different concept In Advance in
Service Marketing and Management 2 65 ndash 68
Parasuraman A Zeithaml and Berry 1988 Servqual a multiple-item scale for
measuring consumer perceptions of service quality Journal of
Retailing Spring 64 12 ndash 40
Peraturan Pemerintah RI No 232 tahun 2000 Diakses dari
httplukstaffugmacidaturKepmen232-U-2000 Penyusunan
Kurikulumpdf
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Praswati Aflit Nuryulia 2009 Analisis faktor - faktor yang mempengaruhi
komunikasi word of mouth terhadap minat jasa ulang Tesis
Manajemen Program Pascasarjana Universitas Diponegoro
Puspitasari Diana 2006 Analisis pengaruh persepsi kualitas dan kepuasan
pelanggan terhadap minat beli ulang (Studi kasus pada maskapai
penerbangan garuda keberangkatan Semarang) Tesis Manajemen
Universitas Diponegoro
Rahayu Yayuk Sri 2004 Kualitas jasa dan kepuasan mahasiswa perguruan tinggi
swasta di Malang Jurnal ekonomi dan bisnis islam Iqtishoduna 265
ndash 280
Rahayu Mintarti 2005 Pembelajaran organisasi sebagai model proses
manajemen strategik pada usaha kecil etnis tiongwha dalam industri
rotikue di Kota Malang Disertasi Manajemen Program
Pascasarjana Universitas Brawijaya
Richins Marsha 1983 Negative word-of-mouth by dissatisfied consumers a
pilot study The Journal of Marketing 47 (1) 68 - 78
Sailah Illah 2009 Perspektif perguruan tinggi di Indonesia tahun 2009
Direktorat Jenderal Pendidikan Tinggi Departemen Pendidikan
Nasional Jakarta
Sawaji J Djabir Hamzah dan Idrus Taba 2010 Pengambilan keputusan
mahasiswa dalam memilih perguruan tinggi swasta di Sulawesi
Selatan Diakses dari httpwwwgooglecoid
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sarsquoadah Jahizatus 2011 Pengaruh service quality terhadap satisfaction trust dan
loyalitas dalam membentuk word of mouth (Studi pada resto di Kota
Tuban) Diakses dari httpwwwgooglecoid
Schmenner RW 1986 How can service businesses survive and prosper Sloan
Management Review 27 (3) 21 ndash 32
Seth Nitin SG Deshmukh and Prem Vrat 2005 Service quality models a
review International Journal of Quality and Reliability Management
22 (9) 913 ndash 949
Silverman George 2011 The secrets of word of mouth marketing how to
trigger exponential sales through runaway word of mouth
AMACOM United States of America
Solimun 2004 Structural equation modeling (SEM) aplikasi software Amos
FMIPA dan Program Pascasarjana Universitas Brawijaya Malang
Spreng A Richard Scott B Mackenzie and Richard W Olshavsky 1996
Reexamination of the determinants of customer satisfaction Journal
of Marketing 60 15 ndash 32
Storey Chris and Christoper J Easingwood 1998 The augmented service
offering a conceptualization and study of its impact on new service
success (Abstract) Journal of Product Innovation Management 15
Sudiasa I Ketut 2011 Pengaruh kualitas pelayanan terhadap word of mouth
melalui kepuasan klaimen pada PT Jasa Raharja (PERSERO)
Cabang Nusa Tenggara Barat (Abstrak) Tesis Manajemen
Universitas udayana
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Sugiyono 2010 Metode penellitian bisnis Alfabeta Bandung p 45 ndash 372
Sukwadi Ronald Ching-Chow Yang and Fan Liu 2011 Towards an
identification and classification of service quality attributes in higher
education International Journal of e-Education e-Business e-
Management and e-Learning 1 (2) 163 ndash 168
Sumardy Marlin Silviana dan Melina Melone 2011 The power of word of mouth
marketing Gramedia pustaka utama Jakarta pp 234
Supranto J 2006 Pengukuran tingkat kepuasan pelanggan Rineka Cipta Jakarta
pp 300
Supranto J dan Nandan Limakrisna 2007 Perilaku konsumen dan strategi
pemasaran untuk memenangkan persaingan bisnis Mitra Wacana
Media Jakarta pp 262
Suryani Tatik 2008 Perilaku konsumen implikasi pada strategi pemasaran
Graha ilmu Yogyakarta pp 356
Sylvana Andi 2006 Pengaruh kualitas pelayanan dan kepuasan mahasiswa
terhadap intensi meregistrasi ulang mahasiswa Jurnal Organisasi
dan Manajemen 2 (1) 60 ndash 78
Taylor Steven A 1996 Consumer satisfaction with marketing education
extending services theory to academic practice Journal of Consumer
Satisfaction Dissatisfaction and Complaining Behavior 9 207 ndash
220
Teerawut Techachaicherdchoo 2011 Undergraduate studentrsquos satisfaction
toward the new education system in Thailand International journal
of social sciences and humanity studies 3 (2) 443 ndash 445
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Thurau Thorsten Hennig Markus F Langer and Ursula Hansen 2001 Modeling
and managing student loyalty An approach based on the concept of
relationship quality Journal of Service Research 3 (4) 331 ndash 344
Tjiptono F Yanto Chandra dan Anastasia Diana 2004 Marketing scales
Penerbit Andi Yogyakarta pp 338
Tjiptono F dan Chandra G 2005 Service quality and satisfaction Penerbit
Andi Yogyakarta
Tjiptono F Chandra G dan Dedi Adriana 2008 Pemasaran strategik Penerbit
Andi Yogyakarta
Tze David K and Peter C Wilton 1988 Models of customer satisfaction
formation an extension Journal of Marketing Research 25 204 ndash
212
Walker L Jean Harrison 2001 The measurement of word-of-mouth
communication and an investigation of service quality and customer
commitment as potential antecedents Journal of service research 4
(1) 60 ndash 75
Wantara Pribanus 2009 Pengaruh citra reputasi dan kualitas pelayanan
terhadap kepuasan dan loyalitas mahasiswa PTS di Jawa Timur
(studi pada STIE dengan program studi terakreditasi) Jurnal
Aplikasi Manajemen 7 326 ndash 334
Widagdo Bambang dan Widayat 2011 Pemodelan persamaan struktural UMM
Press Malang pp 150
Wijanto Setyo Hari 2008 Structural equation modeling dengan lisrel 88 Graha
ilmu Yogyakarta
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
Wijaya David 2008 Pemasaran jasa pendidikan sebagai upaya untuk
meningkatkan daya saing sekolah Jurnal Pendidikan Penabur 11 42
ndash 56
Williams Megan 2007 Word of mouth a definition of communication
Elmhurst College
Zeithaml Valerie A and Mary Jo Bitner 2003 Services marketing integrating
customer focus across the firm McGraw-Hill New York
Print to PDF without this message by purchasing novaPDF (httpwwwnovapdfcom)
top related