Pengaruh Layanan Biro Administrasi Akademik Terhadap Loyalitas Mahasiswa dengan Moderating Variabel Kepuasan di Industri Pendidikan (Studi Kasus Institut Teknologi dan Bisnis Kalbe)

Abstract

The research is The Effect Service Administration Academic towards Student Loyalty with moderating variabels satisfaction on Institut Teknologi Bisnis Kalbe. The reason why this research was educational institution in the field of business services to be able to provide and deliver quality services to the students. The ability to provide good quality services will provide a positive image for students so that students will feel comfortable in doing the activity.The respondents of this research were students ITBK and samples taken are some of the students were taken on campus ITBK Slipi Jl. Let. Jend. S. Kav.76 Parman Slipi in West Jakarta. The instruments used in the form of a questionnaire with Linkert scale. The method used is descriptive analysis and quantitative analysis with Structural Equation Modelling. The conclusion of this research is variable tangible effect on student satisfaction, reliability variable has no effect on student satisfaction, responsiveness variable has no effect on student satisfaction, assurance variable has no effect on student satisfaction, empathy variables affect student satisfaction, student satisfaction variables influence student loyalty . Managerial implications that can be recommended include about providing training for Academic Administration Bureau officers, increasing the number of officers, socialization SOP, follow-up on all complaints.