Pengaruh Kualitas Pelayanan terhadap Loyalitas Mahasiswa Politeknik LP3I Makassar

Abstract

This study aims to determine and analyze the effect of service quality on student loyalty. This type of research is a survey with a quantitative approach. The research population is all students of the Politeknik LP3I Makassar in the 2021-2022 academic year, totaling 1,246. Sampling was carried out by proportional random sampling using the Slovin formula so that a sample of 93 respondents was obtained. Data collection techniques using observation, questionnaires, and documentation. The collected data was then analyzed using techniques of descriptive statistical analysis and inferential statistical analysis. The results showed that there was a positive and significant effect of service quality on student loyalty. This research has implications for the need for universities as industry providers of study program products that meet the standards of community needs and government demands. Efforts to meet these standards must be based on excellent service.