Penerapan Good University Governance terhadap Kepuasan Mahasiswa dengan Excellent Service sebagai Variabel Moderasi
Abstract
This study aims to determine the extent of the influence of the implementation of good university governance, excellent service in increasing student satisfaction at the Faculty of Economics and Business, Udayana University. Respondents were 100 people who were members of one of the student institutions within the Faculty of Economics and Business, Udayana University. The sampling method in this study used purposive sampling. The data analysis technique used is Moderated Regression Analysis (MRA). The results of the analysis show that there is a relationship between good university governance and student satisfaction. There is a relationship between excellent service and student satisfaction. Excellent service strengthens the influence of good university governance on student satisfaction.
Keywords : Good University Governance; Excellent Service; Satisfaction.
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References
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Rahayu, S., & Wahab, A. A. (2013). Pengaruh Penerapan Prinsip-Prinsip Good University Governance Terhadap Citra Serta Implikasinya Pada Keunggulan Bersaing Perguruan Tinggi Negeri Pasca Perubahan Status Menjadi BHMN (Survey Pada Tiga Pilar Perguruan Tinggi Negeri Berstatus BHMN di Jawa Bar. Jurnal Administrasi Pendidikan, 17(1), 154–173.
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Rosyid, A., Fakhrina, A., & Huda, M. (2015). SURVEI ATAS IMPLEMENTASI GOOD UNIVERSITY GOVERNANCE Studi Kasus STAIN Pekalongan. Jurnal Penelitian, 11(1). https://doi.org/10.28918/jupe.v11i1.419
Ryynänen, S. P., & Harisalo, R. (2018). A strategic and good governance perspective on handling patient complaints. International Journal of Health Care Quality Assurance, 31(8), 923–934.
https://doi.org/10.1108/IJHCQA-11-2016-0168
Silvia, F. (2012). Pelayanan Prima Dan Kepuasan Pelanggan Di Kantor Pelayanan Perbendaharaan Negara (KPPN) Makasar II. Jurnal Administrasi Negara, 1–12.
Widjajanti, K., & Sugiyanto, E. K. (2015a). Gaya Kepemimpinan dan Good Governance Sebagai Upaya Peningkatan Excellent Service dan Kepercayaan Masyarakat. J. Dinamika Sosbud, 17(2), 270–284.
Widjajanti, K., & Sugiyanto, E. K. (2015b). Good University Governance Untuk Meningkatkan Excellent Service Dan Kepercayaan Mahasiswa (Studi Kasus Fakultas Ekonomi Universitas Semarang). Jurnal Dinamika Sosial Budaya, 17(1), 69. https://doi.org/10.26623/jdsb.v17i1.504
Zattoni, A. (2007). Morten Huse: Boards, Governance and Value Creation: The Human Side of Corporate Governance. Journal of Management & Governance, 11(4), 439–444. https://doi.org/10.1007/s10997-007-9037-2
Zou, J. (2019). Improvement of Corporate Governance Structure and Implementation of Accounting Standards. Open Journal of Social Sciences, 07(01), 43–50. https://doi.org/10.4236/jss.2019.71004
Directorate of Institutional and Cooperation Ditjen Dikti Kemdikbud, 2014. (2014). Good University Governance (GUG). 45. staff.ugm.ac.id/atur/statuta/latih/2014/03GoodUniversityGovernance.pdf
Ferlinda, E. D., Ribawanto, H., & Siswidiyanto. (2018). Implementasi Good Corporate Governance dalam Meningkatkan Kualitas Pelayanan (Studi pada PT. Telkom Banyuwangi). Jurnal Administrasi Publik, 1(4), 25.
Hanifah. (2018). Good University Governance Analysis Implementation on Private University in West Java, Indonesia. International Conference of Organizational Innovation, 3(10), 1280–1288.
https://doi.org/10.18502/kss.v3i10.3469
Hapsari, A. M., Kumadji, S., & Abdilah, Y. (2015). Pengaruh Excellent Service terhadap Kepuasan Pelanggan serta Dampaknya pada Loyalitas Pelanggan ( Survei pada Pelanggan Pizza Hut Malang Town Square ). Jurnal Administrasi Bisnis, 1(2).
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146–160. https://doi.org/10.1108/02652320210432936
Jamaluddin, & Ruswanti, E. (2017). Impact of Service Quality and Customer Satisfaction on Customer Loyalty: A Case Study in a Private Hospital in Indonesia. IOSR Journal of Business and Management, 19(05), 23–33. https://doi.org/10.9790/487x-1905012333
Juiz, C., Guerrero, C., & Lera, I. (2014). Implementing Good Governance Principles for the Public Sector in Information Technology Governance Frameworks. Open Journal of Accounting, 03(01), 9–27. https://doi.org/10.4236/ojacct.2014.31003
Kuncaraningsih, H. S., & Ridla, M. R. (2015). Good Corporate Governance Dalam Meningkatkan Kepuasan Muzzaki di Badan Amil Zakat Nasional. Jurnal MD Membangun Profesionalisme Keilmuan, 97–115.
Larasati, R., Asnawi, M., & Hafizrianda, Y. (2018). Analisis Penerapan Governance Pada Perguruan Tinggi Di Kota Jayapura. Journal of Applied Manaferial Accounting, 2(2), 304–323.
Putri, I. A. D. (2012). Peranan good corporate governance dan budaya terhadap kinerja organisasi. Jurnal Akuntansi & Bisnis, 7(2), 193–204.
Rahayu, S., & Wahab, A. A. (2013). Pengaruh Penerapan Prinsip-Prinsip Good University Governance Terhadap Citra Serta Implikasinya Pada Keunggulan Bersaing Perguruan Tinggi Negeri Pasca Perubahan Status Menjadi BHMN (Survey Pada Tiga Pilar Perguruan Tinggi Negeri Berstatus BHMN di Jawa Bar. Jurnal Administrasi Pendidikan, 17(1), 154–173.
Reny Arniwaty Lamadjido. (2012). Penerapan Prinsip Good Corporate Governance terhdap kepuasan pasien di RSU Anutapurapalu Tahun 2013. Journal Ilmu Pemerintahan, 2(1), 67–78.
Rosyid, A., Fakhrina, A., & Huda, M. (2015). SURVEI ATAS IMPLEMENTASI GOOD UNIVERSITY GOVERNANCE Studi Kasus STAIN Pekalongan. Jurnal Penelitian, 11(1). https://doi.org/10.28918/jupe.v11i1.419
Ryynänen, S. P., & Harisalo, R. (2018). A strategic and good governance perspective on handling patient complaints. International Journal of Health Care Quality Assurance, 31(8), 923–934.
https://doi.org/10.1108/IJHCQA-11-2016-0168
Silvia, F. (2012). Pelayanan Prima Dan Kepuasan Pelanggan Di Kantor Pelayanan Perbendaharaan Negara (KPPN) Makasar II. Jurnal Administrasi Negara, 1–12.
Widjajanti, K., & Sugiyanto, E. K. (2015a). Gaya Kepemimpinan dan Good Governance Sebagai Upaya Peningkatan Excellent Service dan Kepercayaan Masyarakat. J. Dinamika Sosbud, 17(2), 270–284.
Widjajanti, K., & Sugiyanto, E. K. (2015b). Good University Governance Untuk Meningkatkan Excellent Service Dan Kepercayaan Mahasiswa (Studi Kasus Fakultas Ekonomi Universitas Semarang). Jurnal Dinamika Sosial Budaya, 17(1), 69. https://doi.org/10.26623/jdsb.v17i1.504
Zattoni, A. (2007). Morten Huse: Boards, Governance and Value Creation: The Human Side of Corporate Governance. Journal of Management & Governance, 11(4), 439–444. https://doi.org/10.1007/s10997-007-9037-2
Zou, J. (2019). Improvement of Corporate Governance Structure and Implementation of Accounting Standards. Open Journal of Social Sciences, 07(01), 43–50. https://doi.org/10.4236/jss.2019.71004
Published
2021-11-28
How to Cite
PUTRIKA, Kadek Eti; PUTRI, I Gusti Ayu Made Asri Dwija.
Penerapan Good University Governance terhadap Kepuasan Mahasiswa dengan Excellent Service sebagai Variabel Moderasi.
E-Jurnal Akuntansi, [S.l.], v. 31, n. 11, p. 2693-2703, nov. 2021.
ISSN 2302-8556.
Available at: <https://ojs.unud.ac.id/index.php/akuntansi/article/view/65475>. Date accessed: 26 apr. 2024.
doi: https://doi.org/10.24843/EJA.2021.v31.i11.p02.
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