PERAN KUALITAS LAYANAN TERHADAP KEPUASAN SISWA SMKN 6 KENDARI YANG DIMEDIASI OLEH CITRA SEKOLAH

Abstrak

This study aims to: 1) examine the effect of service quality on school image, 2) examine the effect of service quality on student satisfaction, 3) examine the effect of school image on student satisfaction, 4) examine the effect of service quality on student satisfaction mediated by school image. This type of research is explanatory research, then seen from the approach to the research strategy or the data collection process, this study uses the census method. The population in this study were all students of SMKN 6 Kendari. For the sampling technique, researchers used saturated sampling by using the entire population as respondents as many as 135. Data collection is carried out by the questionnaire method. The analytical tool used is Partial Least Square (PLS). The results showed that either directly or indirectly service quality had a positive and significant effect on student satisfaction at SMKN 6 Kendari

Kata kunci

• School Image
• Service Quality
• student satisfaction