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

Qomariah, Nurul and Budiastuti, Ani and SANOSRA, ABADI and Satoto, Eko Budi (2020) (Peer review + Similarity + Dokumen) Building Student Satisfaction and Loyalty Based on Service Quality and Institutional Image. SSRG - IJEMS Journal.

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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 in this case is student loyalty. Students who have high loyalty will inform and recommend to other parties the services they have received. The purpose of this study was 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 totaling 3,055 students. The research sample of 354 students 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 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 loyalty
Subjects: 600 Technology and Applied Science > 650 Business > 651 Office Services
Divisions: Faculty of Economics > Department of Management (S1)
Depositing User: Dr. Nurul Qomariah
Date Deposited: 07 Aug 2020 02:53
Last Modified: 02 Jan 2023 01:40
URI: http://repository.unmuhjember.ac.id/id/eprint/5565

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