Analysis of the Influence of Learning System and Service Quality towards Word of Mouth through Student Satisfaction (A Case Study on Computer Science Global Class Students)


Authors : Ardi Pratiwi Maria Fransiska, DR. Mudji Sabar

Volume/Issue : Volume 4 - 2019, Issue 7 - July

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://bit.ly/2Ki48bW

Abstract : This study attempts to analyze and examine the influence of learning system, service quality, student satisfaction and its implications towards word of mouth of Global Class students. The data employed is obtained from questionnaires distributed directly, conducted on February and March 2019 among Computer Science Global Class students, Indonesia. The sampling method employs census sample where it is applied to all Global Class Computer Science students. The sample amounted to 340 students. Data analysis technique uses path analysis assisted by SPSS 24.0 software. The result of this study reveals that there is positive and significant influence on learning system, service quality towards word of mouth through student satisfaction, either partially or simultaneously, and student satisfaction also provides direct significance on word of mouth. The conclusion that may be drawn from this study is that all variables are confirmed to provide positive and significant influence on variable of word of mouth, and student satisfaction provides important role in connecting the influence of learning system, service quality and student satisfaction towards word of mouth. This study presents managerial implication in which it is suggested to Global Class to provide more attention to the dimension of learning media in the variable of learning system to receive word of mouth from students and take more consideration on dimension of assurance found in the variable of service quality. In addition to that, further studies are advised to analyze other variables which are indicated to be relevant to student satisfaction and word of mouth such as study cost and university image. Other studies conducted on other programs in Global Class such as International Business Management are also encouraged.

Keywords : Learning System, Service Quality, Student Satisfaction, Word of Mouth, Global Class.

This study attempts to analyze and examine the influence of learning system, service quality, student satisfaction and its implications towards word of mouth of Global Class students. The data employed is obtained from questionnaires distributed directly, conducted on February and March 2019 among Computer Science Global Class students, Indonesia. The sampling method employs census sample where it is applied to all Global Class Computer Science students. The sample amounted to 340 students. Data analysis technique uses path analysis assisted by SPSS 24.0 software. The result of this study reveals that there is positive and significant influence on learning system, service quality towards word of mouth through student satisfaction, either partially or simultaneously, and student satisfaction also provides direct significance on word of mouth. The conclusion that may be drawn from this study is that all variables are confirmed to provide positive and significant influence on variable of word of mouth, and student satisfaction provides important role in connecting the influence of learning system, service quality and student satisfaction towards word of mouth. This study presents managerial implication in which it is suggested to Global Class to provide more attention to the dimension of learning media in the variable of learning system to receive word of mouth from students and take more consideration on dimension of assurance found in the variable of service quality. In addition to that, further studies are advised to analyze other variables which are indicated to be relevant to student satisfaction and word of mouth such as study cost and university image. Other studies conducted on other programs in Global Class such as International Business Management are also encouraged.

Keywords : Learning System, Service Quality, Student Satisfaction, Word of Mouth, Global Class.

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