ANALISIS KEPUASAN DAN LOYALITAS MAHASISWA TEKNIK INFORMATIKA DENGAN PENDEKATAN STRUCTURAL EQUATION MODELING BERDASARKAN PENERAPAN SERVQUAL

Abstract

This study, entitles "The Satisfaction and The Loyalty Analysis of Informatics
Engineering Student With Structural Equation Modeling Approach Based on the Application of SERVQUAL". The purpose of this study was to determine students satisfaction
and loyalty with a Structural Equation Modeling approach based on SERVQUAL application. Researchers decided to take a sample of 100 respondents. SEM analysis was
used to test the model. The results showed that tangibility, reliability, responsiveness,
assurance and empathy had a significant positive effect on the satisfaction of student of
informatics engineering. The satisfaction of students had a significant positive effect on
the loyalty of student of informatics engineering STMIK Amikom Purwokerto.