Building Student Satisfaction and Loyalty Based on Service Quality and Institutional Image

Qomariah, Nurul; budiastuti, anie anie; Sanosra, Abadi; Susbiani, Arik; Budisatoto, Eko

doi:10.14445/23939125/ijems-v7i9p103

Cited by 6 publications

(12 citation statements)

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“…If customers are loyal, they will most likely recommend to others, especially their family and closest environment. As for this study, there are significant similarities in results with previous research conducted by (Surjaatmadja et al, 2019), (Yulisetiarini & Prahasta, 2019), (Rahayu, 2019), (Yanuar et al, 2017), (Qomariah, Budiastuti, et al, 2020), (Qomariah, 2018), (Ratnasari & Gumanti, 2019), (Sofiati et al, 2018), (Setyawati et al, 2018), (Ariska et al, 2020), (Suarniki & Lukiyanto, 2020), (Sutrisno et al, 2017), (Verriana & Anshori, 2017), (Hasniaty, 2015), (Hasniaty, 2015), (Maskur et al, 2016), (Setiawan et al, 2019), (Subagiyo, 2015), (Iriyanti et al, 2016), (Qomariah, Fahrurrozi, et al, 2020), (Qomariah, 2012), (Nursaid et al, 2020) (Nursaid et al, 2020) which states that service quality has a significant effect on customer satisfaction.…”

Section: The Effect Of Service Quality On Customer Satisfactionsupporting

confidence: 89%

“…(Mulyawan & Rinawati, 2016) stated that thisstudy implies that the management of universities needs to pay attention to issues of academic quality so as to increase student satisfaction and loyalty. Several studies that also link service quality with satisfaction and loyalty include: (Surjaatmadja et al, 2019), (Yulisetiarini & Prahasta, 2019), (Rahayu, 2019), (Yanuar et al, 2017), (Qomariah, Budiastuti, et al, 2020), (Qomariah, 2018), (Ratnasari & Gumanti, 2019), (Sofiati et al, 2018), (Setyawati et al, 2018), (Ariska et al, 2020), (Suarniki & Lukiyanto, 2020), (Sutrisno et al, 2017), (Verriana & Anshori, 2017), (Hasniaty, 2015), (Hasniaty, 2015), (Maskur et al, 2016), (Setiawan et al, 2019), (Subagiyo, 2015), (Iriyanti et al, 2016), (Qomariah, Fahrurrozi, et al, 2020), (Qomariah, 2012), (Nursaid et al, 2020), (Omar et al, 2016), (Lassar et al, 2000), (Caruana et al, 2000), (Shi et al, 2014), (Vinagre & Neves, 2008), (Lee & Kim, 2014), (Aliman & Mohamad, 2016), (Samal & Pradhan, 2014), (Wu, 2011), (Amin & Nasharuddin, 2013), (Mu'ah et al, 2020), (Fahmi et al, 2020), (Qomariah, 2021). (Soliha et al, 2019) stated that service quality and bank image have no effect on customer loyalty.…”

Section: Introductionmentioning

confidence: 99%

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The Role of Promotion and Service Quality in Increasing Consumer Satisfaction and Loyalty in Pawnshops

Qomariah¹

2021

jefms

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Pawnshop is one of the non-bank financial institutions that is an alternative for the community in meeting short-term needs. In this pawnshop business, there are many products that can be offered, one of which is gold investment. This study has five objectives, namely the first: to determine the effect of promotion on customer satisfaction, Second, to determine the effect of service quality on customer satisfaction, Third, to determine the effect of promotion on customer loyalty, Fourth, to determine the effect of service quality on customer loyalty, Fifth , to determine the effect of customer satisfaction on customer loyalty. This research was conducted at the pawnshop PT. Pegadaian (Persero) Bondowoso Branch Office. The research sample was determined by 100 respondents using purposive sampling technique. Data analysis to achieve research objectives using Structural Equation Model using WarpPLS 5.0. The results of the study after calculating with WarpPLS 5.0. shows that (1) promotion and service quality have a significant effect on customer satisfaction, (2) promotion has a significant effect on customer loyalty, (3) service quality has no significant effect on customer loyalty, (4) customer satisfaction has an impact on customer loyalty. effect.

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Section: The Effect Of Service Quality On Customer Satisfactionsupporting

confidence: 89%

Section: Introductionmentioning

confidence: 99%

The Role of Promotion and Service Quality in Increasing Consumer Satisfaction and Loyalty in Pawnshops

Qomariah¹

2021

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“…Pengukuran terhadap kualitas pelayanan ini bertujuan untuk menggambarkan seberapa jauh korelasi antara kepuasan pelanggan dengan kualitas pelayanan yang diberikan oleh Lemabaga TOEFL Indonesia (LTI) Pekanbaru. Hal ini sejalan dengan penelitan yang telah dilakukan oleh Twum dan Peprah (2020), Qomariah et al (2020), Hassan dan Shamsudin (2019), Bakrie et al (2019), Elahinia dan Karami (2019), Radiman et al (2018) yang sama-sama menunjukkan bahwa kualitas pelayanan berpengaruh signifikan terhadap kepuasan.…”

Section: Hipotesisunclassified

“…Bila perusahaan mampu menjaga hubungan emosional dengan pelanggan melalui pemberian atau penyediaan layanan dan produk yang berkualitas sesuai dengan ekspektasi dari pelanggan tersebut dalam jangka waktu yang terus menerus, pelanggan akan memiliki sifat loyal terhadap perusahaan tersebut. Hal ini sejalan dengan penelitian yang telah dilakukan oleh Qomariah et al (2020), Hassan dan Shamsudin (2019), Bakrie et al (2019) dan Radiman et al (2018) yang sama-sama menunjukkan bahwa citra perusahaan berpengaruh signifikan terhadap kepuasan.…”

Section: Hipotesisunclassified

Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Siswa Dan Loyalitas Siswa Pada Lembaga Toefl Indonesia (Lti) Pekanbaru

2022

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Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan citra perusahaan terhadap kepuasan siswa dan loyalitas siswa pada Lembaga TOEFL Indonesia (LTI) Pekanbaru. Populasi pada penelitian ini siswa yang terdaftar dan terlibat secara langsung dalam proses belajar mengajar dan menerima fasilitas pada program TOEFL ITP preparation di LTI Pekanbaru. Teknik pengambilan sampel yang digunakan adalah teknik simple random sampling dengan jumlah sampel 160 responden. Analisis data menggunakan PLS – SEM (Partial Least Square - Sturctural Equation Modeling) dengan bantuan program SmartPLS. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan siswa dan loyalitas siswa di LTI Pekanbaru. Kemudian citra perusahaan berpengaruh terhadap kepuasan siswa dan loyalitas siswa di LTI Pekanbaru. Kepuasan siswa berpengaruh terhadap loyalitas siswa di LTI Pekanbaru. Peningkatan kepuasan siswa dan loyalitas siswa diperlukan dengan berbagai cara terutama memberikan layanan yang segera dan cepat serta bertindak cepat tanggap dalam menangani permintaan dan keluhan sehingga siswa merasa puas dan loyal dengan layanan yang diberikan LTI Pekanbaru.

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“…Research on the relationship between service quality and customer loyalty still occurs inconsistencies in the research results. Several studies linking service quality with customer loyalty include: [7], [8], [9], [10], [11], [12], [13], [14], [15], [16], [17], [18], [19], [20], [21], [22], [23], [24], [25], [26], [27], [28], [29], [30], [31], [32], [33], [34], [35], [36], [37], [38], [39], [40], [41], [42] , [43], [44], [45] which states that good service quality can increase customer loyalty. In contrast to the results of research conducted by: (Sukamuljo et al, 2021), [46], [47], [48], [49], [50] which states that service quality cannot increase customer loyalty.…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Efforts to Increase Patient Loyalty at Blambangan Hospital Banyuwangi

Qomariah¹,

Ambarwati²

2022

Proceedings of the 3rd International Conference of Business, Accounting, and Economics, ICBAE 2022, 10-11 August 2022, Purwoker

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Public interest in improving physical health is getting better, this is proven by the increasing number of patient visits currently in hospital. After the Covid-19 pandemic, public visits to hospitals have also increased. Therefore, the hospital service industry must continue to improve services so that patient loyalty increases. This study aims to analyze and determine the effect of service quality, trust and patient satisfaction on patient loyalty at RSUD Blambangan Banyuwangi. The population used in this study were all hospital patients consisting of inpatients and outpatients with a total of 9002 patients. The Slovin formula with a standard error of 5% was used to determine the number of samples in this study with a total of 383 patients as respondents. Descriptive statistical analysis and inductive statistics were carried out for this study. Tests for measuring instruments in this study are validity and reliability tests. The results showed that service quality, trust and patient satisfaction had an effect on patient loyalty at Blambangan Hospital, Banyuwangi.

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Building Student Satisfaction and Loyalty Based on Service Quality and Institutional Image

Cited by 6 publications

References 0 publications

The Role of Promotion and Service Quality in Increasing Consumer Satisfaction and Loyalty in Pawnshops

The Role of Promotion and Service Quality in Increasing Consumer Satisfaction and Loyalty in Pawnshops

Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Siswa Dan Loyalitas Siswa Pada Lembaga Toefl Indonesia (Lti) Pekanbaru

Efforts to Increase Patient Loyalty at Blambangan Hospital Banyuwangi

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