ABSTRACT: High employee job
satisfaction can provide the best service quality which in turn to create
customer satisfaction and loyalty. The purpose of this study is to determine
the effect of job satisfaction on service quality, customer satisfaction and
customer loyalty at Private University in East Java. This study employed causal
research, unit analysis are several Private University, with consisting
respondent are service providers (managers, lecturer and administration staff)
also student (as service costumer). Descriptive analysis techniques and SEM
(structural equation model) used. The results stated that: 1. Job satisfaction
is directly able to improve service quality and customer satisfaction. When
connected indirectly with customer satisfaction through an intervening variable
service quality, the results of its total effect becomes increasingly large. 2.
Job satisfaction is directly has not been able yet to increase customer
loyalty, the result is negative and significant impact. However, while
connected indirectly through intervening variables such as service quality and
customer satisfaction, the results turned positive total effect.
Keywords: job satisfaction,
service quality, customer satisfaction, customer loyalty
Penulis: Hendri Sukotjo
Kode Jurnal: jpmanajemendd110091
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