THE EFFECT OF QUALITY CULTURE ON THE QUALITY OF SERVICE AND STUDENT SATISFACTION MEDIATED BY THE QUALITY OF INFRASTRUCTURE AND CORE QUALITY AT TSANAWIYAH MADRASAH UMMUSSHABRI
This study aims to determine and examine the influence of quality culture, core quality, service quality, satisfaction on infrastructure quality. Then to find out and examine the influence of infrastructure quality on core quality and service quality. Furthermore, to examine the effect of core quality on service quality, the effect of service quality on student satisfaction at Madrasah Tsanawiyah Ummusshabri Kendari. Then examine the mediating role of infrastructure quality on the influence of quality culture on core quality, mediating role of core quality on the influence of infrastructure quality on service quality at Madrasah Tsanawiyah Ummusshabri Kendari. The population in this study were all students at the Madrasah Tsanawiyah level at the Ummusshabri Foundation, Kendari City, totaling 576 students. In this study, three types of research variables will be used, including independent, mediating, and dependent variables. The variables include, the independent variable is quality culture, then the mediating variable is infrastructure quality and core quality, while the dependent variable is service quality and satisfaction. The data collection technique used in this research is first, a survey, conducted by distributing questionnaires to the respondents, namely students of Madrasah Tsanawiyah Kendari Ummusshabri Foundation. Second, observation is a technique of collecting data by making direct observations and noting phenomena that occur at the research location. With observation, the activities of the research object can be directly observed, while to test the pattern of relationships between research variables, descriptive inferential statistics uses the concept of Structural Ecuational Model (SEM) with Partial Least Square (PLS) program. The results of this study indicate that quality culture, core quality, service quality, satisfaction have a positive and significant effect on infrastructure quality. Infrastructure quality has a positive and significant effect on core quality and service quality, then core quality has a positive and significant effect on service quality, service quality has a positive effect on student satisfaction at Madrasah Tsanawiyah Ummusshabri Kendari. Then the mediating role of infrastructure quality is not able to mediate quality culture on core quality, while core quality is able to mediate on the influence of infrastructure quality on service quality at Madrasah Tsanawiyah Ummusshabri Kendari.
Quality Culture, Service Quality, Satisfaction, Infrastructure Quality and Core Quality.