| dc.description.abstract | The service sector has grown since 1970 and until now, the service has
had a significant role in economic development in various countries (Abdullah,
2006). The service sector cannot be separated from the education sector, including
secondary education sector. Senior high school is one of the organizations in the
secondary education sector in Indonesia. Moreover, the senior high schools
continue to grow and make into a tight competition between schools. Therefore,
this study was conducted to analyze the effect of operant service quality and
operand service quality on customer satisfaction through customer engagement
with the study object of students of “A” accredited private senior high school with
students of more than 500 in Surabaya. The results of this study can be used by
organizations of private senior high schools; especially the A accredited private
senior high school in Indonesia to developing appropriate strategies to improve
student satisfaction with school.
This study uses a quantitative approach with the Structural Equation
Model (SEM) analysis technique and uses the AMOS 16.0 software. The
questionnaire was distributed to 391 respondents in the sample from the
population of students of “A” accredited private senior high school with more
than 500 students in Surabaya as many as 16.502 peoples. The samples in this
study were determined using probability sampling with proportional random
sampling method.
The results of this study indicate that the customer satisfaction variable is
significantly affected by operant service quality variable with a path coefficient of
0,468, customer engagement variable with a path coefficient of 0,393, and
operand service quality variable with a path coefficient of 0,287. Customer
engagement variable is significantly affected by operant service quality variable
with a path coefficient of 0,247. | en_US |
