Analisis kualitas layanan, kepuasan dan loyalitas mahasiswa politeknik negeri jakarta (kasus di bagian administrasi akademik dan kemahasiswaan)

As an institution, universities have a responsibility in providing good services in order to provide satisfaction to students. Students are not only as participants in the process in higher education but also as consumers. Higher education is a service industry where service quality is a critical determinant in the success of higher education institutions. Higher Education is an institution that is engaged in providing higher education services that must provide good services for students as consumers. By providing good quality of service, satisfaction can continue to increase, which in turn will foster loyalty for its graduates so that it will have a positive impact on tertiary institutions. This study used a survey method by distributing questionnaires to 312 respondents. Data were collected using purposive sampling technique by determining specific characteristics that fit the purpose of the study so as to answer the research questions. As for the characteristics or sample criteria taken in this study are the final semester students. The sample taken in this study is the final semester students, because the final semester students are estimated to have a lot or have felt all the services at BAAK PNJ. Methods of data analysis using descriptive statistics and Structural Equation Modeling (SEM) using the LISREL 8.7 program. The results showed that service quality had a positive and significant effect on student satisfaction. The most important dimension in measuring service quality is assurance, which is shown by the clarity of service schedules and empathy shown by the ability of officers to provide professional services. Then satisfaction has a positive and significant effect on student loyalty, where all satisfaction indicators show good grades. Then satisfaction has a positive and significant effect on student loyalty, where all satisfaction indicators show good grades