Beranda > Volume. VII No. 1 > ANALISIS PENGARUH KEPUASAN TERHADAP KOMITMEN DAN LOYALITAS PENGGUNA BUKU SEKOLAH ELEKTRONIK TINGKAT SMK DI KOTA BANDUNG

ANALISIS PENGARUH KEPUASAN TERHADAP KOMITMEN DAN LOYALITAS PENGGUNA BUKU SEKOLAH ELEKTRONIK TINGKAT SMK DI KOTA BANDUNG

19/03/2018

Usin Susanto

The aim of this research was to know the degree of satisfaction, committment and loyalty of the users of ”Buku Sekolah Elektronik (BSE)”. The books uploaded on internet by Nasional Education Ministry and those who need them can download themselves freely. The users of them were from ”SMK” (Vocational High Schools) in Bandung city; and the influences of the three degrees.
The object of the research was BSE. The population was SMK teachers as the users of BSE in Bandung city from all study programs; adaptive, normative and productive. The samples used for the research consisted of 387 respondents with ”satisfaction, committment and loyalty” as the research variables. The samples collecting method used was random sampling with the analysis-descriptive-statistic and path-analysis techniques. The prove of the hypotheses and the data analysis were conducted by using a software named AMOS program, student version for finding the determination coefficient.
Based on the analysis, it could be figured out that most of SMK teachers who used BSE felt satisfied with the quality of BSE, that is why, they were ready to commit and loyal to use BSE as a reference of student learning materials.
Most of the BSE users were satisfied with the quality of BSE products because they could fullfil their expectation. Their satisfaction influenced their loyalty directly. The indirect influence of satisfaction towards loyalty was mediated by commitment.
Based on the result of the analysis, the satisfaction of the BSE users did not create the commitment of the users automatically and neither the satisfaction of BSE users formed strong loyalty. This happened because another influence towards commitment and loyalty was bigger and more dominant than the influence of satisfaction.
Keywords: satisfaction, committment, loyalty, corelation, determination coefficient, path analysis.

Baca selengkapnya

Komentar ditutup