Pemodelan Hubungan antara Variabel Organisasional dan Variabel Pelanggan dalam Penyampaian Layanan serta Pengaruhnya terhadap Retensi Pelanggan pada Lembaga Pendidikan Tinggi

Abstract

Tarloyk organizations, ineluded universillt, are ehallenged to deliver qttalit,tt to their eustomcrs. yew paradigmLs in higher ediicatian de',,elopmem jar the Indatteiian shauls! be ir,cplewented'because ser- ';ice qua!i4; and custom.ey satisfaelion eauld. be cecamplisked if lhc organizstians \^-'ere effecli.'e Orgnnizational effectiveness has become an inrpartance issue late$: and il hqs center on explanatiotts of wlzat nrakes suiizelntrrris e;tcellefii, u;'higit tlauli4'-', pri,:t!uc!ii'y, e;;i,;ieni, hei:itlii', ut'possetsiiigvii':tli'ry- u!! pta:iies;'ir iiit coficeiii af orgatiizaiional e.ffectiveiiess as used in the orgaraizatiancil seievices liierature. Universily* lias shown arubiguities for its ef-deetiveness, serch as: unfuersities sre tharacterizecl b.v- ar? absence af measurable goctls, !itt!e connection betu'een acquired resources o'rtd' protlucts 'lnd' abil!4t to gfuefoit tyeatwent to tkeir all constituents. The studlt aimecl to e,-aluate the unfuersi4t ffictiveness qnd correlate to its organizational uuiLomes thul rejlec.t iis senltce ejjec'iivariess (e.g.. setaiuy t1truiiry, custurnet sttiisjtitliun, intii!utionui irttt- tg€. t!;'t,i rtpiitalion, tilsioiitei reieiiii,-,ri)i anti ir,i tintib':e iric,.!i,.iiiirg rt,i"-: af sei-vir.e quaii4'iri,-i!'iei'io S,.iiii theorelical.l heno-rtts. Tlte, sfu$t emplot'ed srsruelt welhoti. rtnd ttsed proporlionsl stroti-f;ed rsnd-om sorupling as sampling technic{ue. The sturiy was a iinkage research in the srea af higher eciucation which required enrplay-ee/tnan*ger and custamer participation to e',;eluale service arganizatian eifecti'"'eness and ser,-ice quatity because sentiee attributes uniqueness has brought the physical, organizatianal and psychological cioseness af empioyees and cttsiomers" The stzt*yb resuiis were ffictiveness measttes anci gooci confirntation in its correlation lo customer s variables basetl on hoiistic approach in service rnanugement; !he organizational ffictiveness isn'i incyeqse institzttionai image, instituiional repuicttion, sentice quaiity or custofixer satisfaction; in the proposed rnodel, tlte role and rnediation ffict af senice quality as integration frctor behveen organizatisn snd custotner aren? sztpported; ihe service quality of higher education increases custoffier saiiqfaclion, and in the KP-ML model, it increases custorner retention: the astomer satisfaction incresses service quali4; af higher education; and in the i/IL-KP model, it incretrses cttstower reieiiiii;n; i!'ie iiistittitiaiiai image iiicreases ciisteftier reteiitiaii; the iiisiiiuiioital reputciiian increase,i custawey retenlion; anr! the tntsl e/fert o{ oyganizationa! efectiveness dic! not -{airh, ir.crea.seal" arstarner relention"