(Peer Review + Similarity) Building Student Satisfaction and Loyalty Based on Service Quality and Institutional Image

SANOSRA, ABADI (Peer Review + Similarity) Building Student Satisfaction and Loyalty Based on Service Quality and Institutional Image. Seventh Sense Research Group.

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Abstract

Loyalty is very important for the sustainability of a business. High customer loyalty is a separate point for a business, including higher education services, which is student loyalty. Students who have high loyalty will inform and recommend to other parties the services they have received. This study aimed to determine and analyze the impact of service quality, institutional image, and student satisfaction on student loyalty at the Faculty of Economics and Business IAIN Jember. The population in this study were all students of FEBI IAIN Jember, totalling 3,055 students. The research sample of 354 students was obtained by the Slovin formula. Data validity and reliability tests are used to measure the validity and reliability of the measuring instruments used. Data analysis techniques using the Structural Equation Model (SEM) using WarpPLS 5.0. The results of data analysis showed that service quality variables significantly influence student satisfaction. The image of the institution has a significant effect on student satisfaction. Service quality has a significant effect on student loyalty. The image of the institution has a significant effect on student loyalty. Student satisfaction has a significant effect on student loyalty.

Item Type: Peer Review
Uncontrolled Keywords: Service quality, institutional image, student satisfaction, student loyalt
Subjects: 400 Language > 406 Organization & Management
Divisions: Graduate School > Magister Management (S2)
Depositing User: Sanosra Abadi
Date Deposited: 27 Jun 2022 02:26
Last Modified: 27 Jun 2022 02:26
URI: http://repository.unmuhjember.ac.id/id/eprint/13965

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