Darianto, Darianto (2022) E-Customer Relationship Management dan Kualitas Layanan Sebagai Variabel Intervening Trust, Citra Merek dan Kontrol Keperilakuan Terhadap Kepuasan Mahasiswa Program Studi S1 Akuntansi Perguruan Tinggi Swasta di Kabupaten Lamongan. (E-Customer Relationship Management and Service Quality as Intervening Trust Variables, Brand Image and Behavioral Control on Student Satisfaction in Study Program S1 Accounting Private Higher Education in Lamongan District). Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
Educational institutions are institutions that provide public services to make competition between universities tight. The problem that is considered important in universities is an increase in the number of new student registrations, which is closely related to the level of quality of service provided by universities to stakeholders. Based on the phenomenon of research on the level of service satisfaction provided by private universities in Lamongan about the availability of information that is still needed shows some percent of the number is less satisfied, so prospective students are reluctant to choose to register. The results of the survey in the study can be concluded that the quality of service related to information systems is one of the main factors in creating satisfaction. This study aims to test and analyze the influence of e-Customer Relationship Management and service quality as variables intervening trust, brand image, control of student satisfaction (case study in students of accounting undergraduate study program in PTS Lamongan regency.Sample numbered 306 respondents. Sampling techniques use Proportional Rondom Sampling. The data source used from the primary data is a questionnaire. The estimate used is generalized Least Square Estimation. Data analysis techniques using SmartPLS - SEM analysis produces classic validity, reliability, assumption tests using Multicolinierity tests and hypothesis tests. The results of this study showed that trust variables have a positive and significant effect on e-CRM and student satisfaction, have a significant effect on service quality, brand image variables have a positive and significant effect on eCRM and service quality, and have a positive and significant effect on student satisfaction, The variables of behavioral control have a negative effect on e-CRM but the control of the behavior has a positive and significant effect on the quality of service, e-CRM has a positive and significant effect on student satisfaction and the quality of service has a positive and significant effect on student satisfaction. Keywords: e-CRM, service quality, trust, brand image, Exercise control, Student Satisfaction
| Item Type: | Thesis (Doctoral) |
|---|---|
| Uncontrolled Keywords: | e-CRM, service quality, trust, brand image, Exercise control, Student Satisfaction |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi |
| Depositing User: | 1271900015 DARIANTO DARIANTO |
| Date Deposited: | 03 Apr 2023 08:32 |
| Last Modified: | 05 May 2023 02:18 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/23324 |
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