SERVICE QUALITY AND THE IMPACT ON STUDENT’S SATISFACTION LOYALTY TO MASTER OF MANAGEMENT PROGRAM IN SURABAYA

Abstract

AbstractGlobalization makes the competition between companies become increasingly tight. It makes them try to find leaders who can bring success. Many universities opened Master of Management program that can create leaders with the necessary characters. Some strategies are implemented. Service quality becomes one of Universities’ concern in order to meet the companies needs. Therefore Universities should identify the factors determine it. The purpose of study is to identify the factors that determine service quality and its effect on satisfaction and students’ loyalty on Master of Management Program in Surabaya. The study used questionnaires to test the proposed model. The questionnaires were distributed among 100 students in Surabaya based on simple random sampling and purposive method. Factor analysis is used to analyze factors of service quality. This research found that service quality is formed by product, procedure, learning process, staff’s attitude, faculty members value, reliability, knowledge & attitude of faculty factor; service quality has positive and significant effect on satisfaction and loyalty.