Rochman, Ehda Ayati Azkamila (2025) Analisis Pengaruh Kualitas Layanan Dan Kepuasan Terhadap Loyalitas Klien Di Student Health Care Center Its Dengan Metode Structural Equation Modeling Partial Least Square (SEM-PLS). Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Dalam beberapa tahun terakhir, isu kesehatan mental di kalangan mahasiswa semakin menjadi perhatian serius, seiring dengan meningkatnya tekanan akademik, sosial, dan transisi kehidupan yang dihadapi selama masa perkuliahan. Menanggapi kebutuhan tersebut, Institut Teknologi Sepuluh Nopember (ITS) mendirikan Student Health Care Center (SHCC) sebagai layanan konsultasi psikologi gratis bagi mahasiswa, dosen, dan tenaga kependidikan. Meskipun tergolong baru, data internal menunjukkan peningkatan dalam jumlah pendaftar layanan SHCC dalam beberapa bulan terakhir (maret-mei), yang mencerminkan urgensi dan tingginya kebutuhan akan dukungan psikologis di lingkungan kampus. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap kepuasan dan loyalitas klien SHCC ITS dengan menggunakan pendekatan Structural Equation Modeling –Partial Least Square dan Importance–Performance Map Analysis. Variabel yang diteliti meliputi dimensi kualitas layanan (Tangibles, Reliability, Responsiveness, Assurance, Empathy, dan Outcome Quality), kepuasan, serta loyalitas klien. Hasil penelitian diharapkan mampu mengidentifikasi indikator layanan yang paling berpengaruh terhadap kepuasan dan loyalitas klien, serta menetapkan prioritas perbaikan berbasis analisis kinerja dan kepentingan. Temuan ini diharapkan memberikan kontribusi praktis dalam peningkatan layanan psikologi di lingkungan kampus, sekaligus memperkuat strategi SHCC ITS dalam menjawab lonjakan permintaan layanan secara berkelanjutan
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In recent years, mental health issues among students have become a serious concern, along with the increasing academic, social, and life transition pressures faced during college. Responding to this need, the Sepuluh Nopember Institute of Technology (ITS) established the Student Health Care Center (SHCC) as a free psychological consultation service for students, lecturers, and educational staff. Although relatively new, internal data shows an increase in the number of SHCC service registrants in recent months (March-May), reflecting the urgency and high need for psychological support on campus. This study aims to analyze the effect of service quality on the satisfaction and loyalty of SHCC ITS clients using the Structural Equation Modeling – Partial Least Square and Importance – Performance Map Analysis approaches. The variables studied include service quality dimensions (Tangibles, Reliability, Responsiveness, Assurance, Empathy, and Outcome Quality), satisfaction, and client loyalty. The results of the study are expected to be able to identify service indicators that most influence client satisfaction and loyalty, as well as determine improvement priorities based on performance and importance analysis. These findings are expected to provide practical contributions to improving psychological services in the campus environment, while strengthening the ITS SHCC strategy in responding to the surge in demand for services in a sustainable manner
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | PMA, kepuasan, kesehatan mental, kualitas layanan, loyalitas,SHCC ITS SEM-PLS, satisfaction, mental health, service quality, loyalty |
| Subjects: | H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations |
| Divisions: | Faculty of Vocational > 49501-Business Statistics |
| Depositing User: | Ehda Ayati Azkamila Rochman |
| Date Deposited: | 12 Jan 2026 00:50 |
| Last Modified: | 12 Jan 2026 00:50 |
| URI: | http://repository.its.ac.id/id/eprint/129171 |
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