PENGARUH CITRA INSTITUSI DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA UNIVERSITAS MOCH. SROEDJI JEMBER

  • Rifka Arinda Noviasari Fakultas Ekonomi Universitas Jember
  • Deasy Wulandari Fakultas Ekonomi Universitas Jember
  • Ika Barokah Suryaningsih Fakultas Ekonomi Universitas Jember

Abstract

Abstract: The purpose ofthis study was to examine the effect of institutional image and service quality on satisfaction and loyalty of students of the Moch. Sroedji Jember University. A total of 144 students was used as the sample. The hypothesis were tested using Structural Equation Modelling. Results show that institutional image and service quality affect student satisfaction and loyalty significantly. Customer satisfaction affects customer loyalty significantly.


Keyword: Institutional Image, Service Quality, Satisfaction, and Loyalty.

Published
2015-07-01
How to Cite
NOVIASARI, Rifka Arinda; WULANDARI, Deasy; SURYANINGSIH, Ika Barokah. PENGARUH CITRA INSTITUSI DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA UNIVERSITAS MOCH. SROEDJI JEMBER. BISMA: Jurnal Bisnis dan Manajemen, [S.l.], v. 9, n. 2, p. 190-201, july 2015. ISSN 2623-0879. Available at: <https://jurnal.unej.ac.id/index.php/BISMA/article/view/5931>. Date accessed: 05 nov. 2024.
Citation Formats
Issue
Vol 9 No 2 (2015)
Section
Articles

Most read articles by the same author(s)

Obs.: This plugin requires at least one statistics/report plugin to be enabled. If your statistics plugins provide more than one metric then please also select a main metric on the admin's site settings page and/or on the journal manager's settings pages.