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

QOMARIAH, NURUL and budiastuti, Anie and SANOSRA, ABADI and Susbiyani, Arik and Satoto, Eko Budi (2020) (Peer Review + Similarity + Document) 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.

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Item Type:	Peer Review
Subjects:	300 Social Science > 302 Social Interaction, Interpersonal Relations
Divisions:	Faculty of Economics > Department of Management (S1)
Depositing User:	Arik Susbiyani | ariksusbiyani@unmuhjember.ac.id
Date Deposited:	15 Jun 2022 06:30
Last Modified:	29 Dec 2022 03:41
URI:	http://repository.unmuhjember.ac.id/id/eprint/13793

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