The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study
The aim of this research is to examine the influence of service quality on student satisfaction and student loyalty at higher education institutions in Riau Province. The samples include 1,000 students from 13 universities and colleges in Riau Province. The exogenous variable is service quality whil...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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Journal of Social Studies Education Research
2018-09-01
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| Series: | Journal of Social Studies Education Research |
| Subjects: | |
| Online Access: | http://jsser.org/article/view/5000215807/5000184168 |
| _version_ | 1797914009939214336 |
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| author | Teddy - Chandra, Martha Ng - Martha Ng, Stefani - Chandra, priyono iyon priyono |
| author_facet | Teddy - Chandra, Martha Ng - Martha Ng, Stefani - Chandra, priyono iyon priyono |
| author_sort | Teddy - Chandra, |
| collection | DOAJ |
| description | The aim of this research is to examine the influence of service quality on student satisfaction and student loyalty at higher education institutions in Riau Province. The samples include 1,000 students from 13 universities and colleges in Riau Province. The exogenous variable is service quality while the endogenous variables are student satisfaction and student loyalty. Analytical tool used in this study were Structural Equation Modeling (SEM) and Analysis of Variance (ANOVA) along with SPSS21 and AMOS 21. The result indicated a significant positive influence of service quality towards student satisfaction and significant positive influence on student satisfaction towards student loyalty. Nevertheless, there is no significant and positive influence on the relationship between service quality and student loyalty. |
| first_indexed | 2024-04-10T12:20:11Z |
| format | Article |
| id | doaj.art-724e90c5cf3d4e87b85ba273a8c93c5c |
| institution | Directory Open Access Journal |
| issn | 1309-9108 1309-9108 |
| language | English |
| last_indexed | 2024-04-10T12:20:11Z |
| publishDate | 2018-09-01 |
| publisher | Journal of Social Studies Education Research |
| record_format | Article |
| series | Journal of Social Studies Education Research |
| spelling | doaj.art-724e90c5cf3d4e87b85ba273a8c93c5c2023-02-15T16:15:29ZengJournal of Social Studies Education ResearchJournal of Social Studies Education Research1309-91081309-91082018-09-0193109131The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical StudyTeddy - Chandra, 0Martha Ng - Martha Ng, 1Stefani - Chandra, 2priyono iyon priyono3Pelita Indonesia School of BusinessPelita Indonesia School of BusinessPelita Indonesia School of Business Universitas Bina Darma Palembang, IndonesiaThe aim of this research is to examine the influence of service quality on student satisfaction and student loyalty at higher education institutions in Riau Province. The samples include 1,000 students from 13 universities and colleges in Riau Province. The exogenous variable is service quality while the endogenous variables are student satisfaction and student loyalty. Analytical tool used in this study were Structural Equation Modeling (SEM) and Analysis of Variance (ANOVA) along with SPSS21 and AMOS 21. The result indicated a significant positive influence of service quality towards student satisfaction and significant positive influence on student satisfaction towards student loyalty. Nevertheless, there is no significant and positive influence on the relationship between service quality and student loyalty.http://jsser.org/article/view/5000215807/5000184168Service qualitystudent satisfactionstudent loyaltystructural equation modeling |
| spellingShingle | Teddy - Chandra, Martha Ng - Martha Ng, Stefani - Chandra, priyono iyon priyono The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study Journal of Social Studies Education Research Service quality student satisfaction student loyalty structural equation modeling |
| title | The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study |
| title_full | The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study |
| title_fullStr | The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study |
| title_full_unstemmed | The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study |
| title_short | The Effect of Service Quality on Student Satisfaction and Student Loyalty: An Empirical Study |
| title_sort | effect of service quality on student satisfaction and student loyalty an empirical study |
| topic | Service quality student satisfaction student loyalty structural equation modeling |
| url | http://jsser.org/article/view/5000215807/5000184168 |
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