PENGARUH RELIGIOSITY, KINERJA LAYANAN (HEDPERF), DAN KEPUASAN TERHADAP WORD OF MOUTH MAHASISWA INSTITUT AGAMA ISLAM SULTAN MUHAMMAD SYAFIUDDIN SAMBAS
Keywords:
Religiosity, Kinerja Layanan (HEdPERF), Kepuasan, Word of Mouth
Abstract
Penelitian ini bertujuan menjelaskan pengaruh religiosity, kinerja layanan (HEdPERF) dan kepuasan terhadap word of mouth mahasiswa Institut Agama Islam Sultan Muhammad Syafiuddin Sambas. Uji hipotesis menggunakan Structural Equation Modeling. Hasil penelitian menunjukkan bahwa religiosity berpengaruh terhadap kepuasan, kinerja layanan berpengaruh terhadap kepuasan, religiosity berpengaruh terhadap WOM, kinerja layanan berpengaruh terhadap WOM, kepuasan berpengaruh terhadap WOM, kepuasan dapat memedisi religiosity terhadap WOM, dan kepuasan dapat memediasi kinerja layanan terhadap WOM. Simpulannya semakin meningkatnya religiosity dan kinerja layanan akan meningkatkan kepuasan sehingga dapat meningkatkan WOM.
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Wirandana, Eri. 2016. Pengaruh Dimensi Islam dan Relegiusitas terhadap Kepuasan Konsumen serta Dampaknya pada EWOM (Studi Kasus pada Hotel Solo Syariah). Jurnal Eduka. Vol 3. No 3.
Zeithaml, V. A. and M. J. Bitner. (1996). “Service Marketing” (international ed), Singapore The McGraw-Hills companies, Inc
Agus, Dwiyanto, 1995, Penilaian Kinerja Pelayanan Publik. Yogyakarta. UGM. Yogyakarta
Aida, 2014, Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Word Of Mouth Mahasiswa Program Studi Diploma III Administrasi Perpajakan FISIP USU, Jurnal Manajemen dan Bisnis Vol. 4 No. 2
Ancok, Jamaludin dan Suroso, Nashori, Psikologi Islam: Solusi Islam Atas Problematika Psikologi, Jakarta: Pustaka Pelajar, 1995
Arifin, Siful. 2017. Model Integrasi Ilmu Umum dan Ilmu Agama di PTAIN. Jurnal Ahsana Media (Pemikiran, Pendidikan, dan Penelitian Ke-Islaman), Vol. 1. No. 2.
Aulia, Sisca, dkk. 2015. Pengaruh Service Quality Terhadap Kepuasan dan Word of Mouth di Perguruan Tinggi Swasta. Makalah Seminar Nasional Cendikiawan.
model of service quality: from expectations to behavioural intentions'', Journal of Marketing Research, Vol. 30, pp. 7-27.
Bowman, N., & Toms Smedley, C. (2013). The forgotten minority: Examining religious affiliation and university satisfaction. Higher Education, 65, 745-760. doi: 10.1007/s10734-012-9574-8
Brown, J.J., & Reingen, P.H. (1987). Social Ties And Word-Of- Mouth Referral Behavior. Journal of Consumer Research, 14(3), 350–362.
Dijkstra, A. a. J. L. P. (1999). "Religious Determinants of Academic Attainments in the Netherlands." Comparative Education Review 40(1): 47-65.
Duque, L. C., & Weeks, J. R. (2010). Towards a model and methodology for assessing student learning outcomes and satisfaction. Quality Assurance in Education, 18(2), 84-105. http://dx.doi.org/10.1108/09684881011035321
Duque, L.C., and Weeks, J.R., (2010) “Towards a Model and Methodology for Assessing Education, 11 (3), pp 142-149
Ghozali, Imam & Latan, Hengky, (2015), Partial Least Squares (Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS 3.0 Edisi 2), Semarang: Universitas Diponegoro Semarang.
Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer's perspective. Journal of the Academy of Marketing Science, 26(2), 101-114.
Harrison-Walker, L. J. (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. Proquest Database.
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research, 4(February), 230–247.
Hermawan, Asep. 2001. The Effect of Service Cues on Perceived Service Quality, Value, Satisfaction and Word of Mouth Recommendations in Indonesian University Setting. Dissertation. Nova Southeastern University, USA.
Kamaruddin, Abdul Razak, (2009), Religiosity and Shopping Orientation: A Comparative Study of Malaysia and Thailand Consumers: Universiti Malaysia Terengganu
Kotler, Philip dan Kevin Lane Keller, 2008. Manajemen Pemasaran, Jilid 1, Penerbit Erlangga. Jakarta.
Loury, L. D. (2004). "Does Church Attendance Really Increase Schooling." Journal for the Scientific Study of Religion 43(1): 119-27.
Lymperopoulus, C., dan Chanaiotakis, I. E. 2008. Price Satisfaction And Personnel Efficiency As Antecedents Of Overall Satisfaction From Consumer Credit Products And Positif Word of Mouth, Journal Of Financial Services Marketing. Vol 13, pp. 63-71.
Mayhew, M. J., Bowman, N., & Rockenbach, A. B. (2014). Silencing whom?: Linking campus climates for religious, spiritual, and worldview diversity to student worldviews. The Journal of Higher Education, 85, 219-242.
Naik, C.N. Krishna. dkk. 2010. Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences – Volume 16, Number 2 (2010)
Ramsden, Paul, A performance indicator of teaching quality in higher education: The Course Experience Questionnaire, https://doi.org/10.1080/03075079112331382944
Regnerus, M. D. (Sept., 2000). "Shaping Schooling Success: Religious Socialization and Educational Outcomes in Metropolitan Public Schools." Journal for the Scientific Study of Religion 39(3): 363-70.
Regnerus, M. D. a. G. H. E. (2003). "Staying on Track in School: Religious Influences in High- and Low-Risk Settings." Journal for the Scientific Study of Religion 42(4): 633-49.
Rowley, J., (2003) “Designing student feedback questionnaires”, Quality Assurance in work.9th ed. Pearson Canada
Saha , Gour C. , Theingi, (2009) "Service quality, satisfaction, and behavioural intentions: A study of low‐cost airline carriers in Thailand", Managing Service Quality: An International Journal, Vol. 19 Issue: 3, pp.350-372, https://doi.org/10.1108/09604520910955348
Siswanto. 2007. PTAI Sebagai Basis Pembangunan Moral (Menuju Wawasan Akademik yang Lebih Islami). Jurnal Pendidikan Islam: Tadris. Vol 2, No. 1
Sugiyono, Metode Penelitian Pendidikan: Pendekatan Kuantitatif, Kualitatif, R&D, (Bandung: Alfabeta, 2006)
Sugiyono, 2017. Statistik Untuk Penelitian, Bandung : CV.Alfabeta.
Tjiptono, Fandy, Manajemen Jasa, (Yogyakarta: Penerbit ANDI, 2004)
Usman, Ali dan Danish, Rizwan Qaiser. 2010. Spiritual Consciousness in Banking Managers and its Impact on Job Satisfaction. Internasional Business Research. Vo. 3, No. 2
Wirandana, Eri. 2016. Pengaruh Dimensi Islam dan Relegiusitas terhadap Kepuasan Konsumen serta Dampaknya pada EWOM (Studi Kasus pada Hotel Solo Syariah). Jurnal Eduka. Vol 3. No 3.
Zeithaml, V. A. and M. J. Bitner. (1996). “Service Marketing” (international ed), Singapore The McGraw-Hills companies, Inc
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