Purpose The purpose of this paper is to determine the influence of service quality and university image on student satisfaction and student loyalty. Design/methodology/approach This study employed a set of survey instrument adapted from previous studies. The construct of the service quality consisted of 12 indicators, one of which was originally designed by the researcher, and the rest were adapted from other researchers. For the construct of university image, there were five indicators, while the rest were designed by the researcher. There were six indicators of construct student satisfaction, while the other three were designed by the researcher. Lastly, the construct student loyalty consisted of five indicators, three of which were originally designed by the researcher. All of those constructs used seven-point Likert scale scoring, which ranged from 1= strongly disagree to 7= strongly agree. Findings The findings of this study are as follows: the result of the data analysis has confirmed the existence of a positive and significant influence of service quality on student satisfaction, there is a positive and significant influence of student satisfaction on student loyalty, there is no positive or significant influence of service quality on student loyalty, and university image has a positive and significant influence on both student satisfaction and student loyalty. Originality/value The originality of this study has been confirmed, considering the fact that only few studies on service quality in education field were conducted. In this study, researchers were interested in developing the service quality based on five dimensions. This model have been applied by a number of researchers. Unfortunately, some other researchers showed their disagreements upon the use of only these five dimensions in the research in the field of education, and they suggested that more appropriate dimensions should be applied.

This study aim to determine the effect of leadership style and motivation on turnover intention and frontliner employee performance at PT. Bank Central Asia, Tbk Pekanbaru Main Branch Office. The respondents surveyed were 45 respondents. Analysis of the data used in this study is a path analysis test to analyze the pattern of relationships between variables with the aim of knowing the direct and indirect effects of the independent variables (leadership style and motivation) influencing the dependent variable (turnover intention and employee performance). The results showed leadership style and motivation influence employee turnover intention. Leadership style affects employee performance but motivation does not. Turnover intention does not affect employee performance. This study recommends and recommends for companies to be able to maintain leadership and motivation levels given to employees so that employee performance can be maintained and eliminate the intention of employees to leave the company.

This study aims to determine the spiritual leadership, incentives and knowledge sharing behavior on employee performance at PT Malindo Karya Lestari Pekanbaru. This analysis is based on 62 respondents who are all employees of PT Malindo Karya Lestari Pekanbaru. Analysis of the data used through validity test, reliability, classic assumption test and hypothesis test, It is expected that the results of this study can be an input for the company to pay more attention in making the vision statement process, directing the employees to work better and making adjustment to the incentives provided, company management also have to report the salary of employees in accordance with the salary received by the employee to the social security every month and the company management must also pay more attention to the capacity of existing knowledge in each employee so that employee can continue to learn and sharing knowledge with other colleagues.

Tujuan penelitian ini adalah untuk menguji hubungan kualitas pelayanan, kepuasan mahasiswa, loyalitas mahasiswa dan word of mouth pada perguruan tinggi di propinsi Riau. Sampel yang digunakan adalah mahasiswa pada tiga belas university/college yang ada di Riau, sebanyak 1000 responden. Sebagai exogenous variable adalah kualitas pelayanan sedangkan endogenous variable adalah kepuasan mahasiswa, loyalitas mahasiswa dan word of mouth. Alat analisis yang digunakan dalam penelitian ini adalah structural equation modeling (SEM) dan analysis of variance (ANOVA) dan dibantu dengan menggunakan SPSS 21 dan AMOS 21. Hasil yang diperoleh menunjukkan adanya hubungan positif signifikan antara kualitas pelayanan dengan kepuasan mahasiswa, kepuasan mahasiswa dengan loyalitas mahasiswa dan loyalitas mahasiswa dengan word of mouth. Sedangkan hubungan antara kualitas pelayanan dengan loyalitas mahasiswa dan kepuasan mahasiswa dengan word of mouth tidak mempunyai hubungan positif yang signifikan.

This study aimed to determine the effect of work motivation, organizational culture and job satisfaction on teacher performance in Pubic Elementary schools in Rimba Melintang District, Riau Province, Indonesia. This analysis was conducted on 19 elementary schools with 190 respondents. The samples were taken and collected through a questionnaire. Data analysis used path analysis to analyze patterns of relationships between variables with the aim of knowing the direct and indirect effects of a set of exogenous variables (motivation and organizational culture) on endogenous variables (satisfaction and performance). The results showed that job satisfaction and teacher performance on motivation and organizational culture processed and tested using path analysis showed that there was an influence of motivation and organizational culture on satisfaction but not on employee performance. The novelty of this study lied in the results of data analysis. It indicated that partially, motivation and culture had a positive and significant influence on job satisfaction and performance but not so with the influence of motivation and work culture on performance through satisfaction. Motivation and organizational culture had no significant effect on performance based on the variable of job satisfaction. The study recommends that the schools should provide soft skills training (personality) and communication for teachers to act in accordance with religious, legal and social norms. They also should improve work ethic and responsibility. Educators also need to have an understanding that they are the role models in the community. Performance based benefits need to be formulated appropriately in order to improve the performance of the teaching staff.