The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students

Nursaid,; Purnomo, Sapta Hadi; Qomariah, Nurul

doi:10.2991/assehr.k.200529.033

Cited by 5 publications

(10 citation statements)

References 5 publications

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“…Customers will feel satisfied if all aspects of service quality have been perceived well by customers. As for in this study there are significant differences in results with previous research conducted by (Qin & Prybutok, 2009), (Nursaid et al, 2020), (Wu, 2011) (Shanka, 2012), (Meesala & Paul, 2018) which states that there is a direct positive and significant effect on service quality on customer loyalty.…”

Section: The Effect Of Promotion On Customer Loyaltycontrasting

confidence: 68%

“…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 Satisfactionmentioning

confidence: 99%

“…(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 Promotion On Customer Loyaltycontrasting

confidence: 68%

Section: The Effect Of Service Quality On Customer Satisfactionmentioning

confidence: 99%

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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“…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%

“…Research on the relationship between customer satisfaction and customer loyalty has been done by many previous researchers. Study [54], [55], [56], [57], [58], [59], [60], [61], [62], [29], [47], [28], [63], [21], [64], [39], [38], [37], [36], [65], [35], [34], [33], [66], [32], [31], [63], [67], [68], [69], [70], [71], [72], [43], [42], [73], [48], [74], [41], [40], [75], [45], [44], [50], [49] which links customer satisfaction with customer loyalty. Thus, the third hypothesis in this study is that the satisfaction of hospital patients will increase patient 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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Analisis Tingkat Kepuasan Mahasiswa Terhadap Kualitas Layanan Akademik di Fakultas Ekonomi dan Bisnis Islam IAIN Samarinda

Komariah

Tikawati

2021

el-Buhuth

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This study aims to describe the analysis of the level of student satisfaction with service quality at the Faculty of Economics and Islamic Business, IAIN Samarinda. This research was conducted by distributing questionnaires to 120 students of class 2017 Islamic Economics Department, Faculty of Economics and Islamic Business, IAIN Smarinda, in order to obtain primary data, namely direct information from respondents about what they felt was satisfaction in getting services at the Department of Economics, FEBI IAIN Samarinda. The questionnaire in this study was taken randomly and divided into 5 aspects of customer satisfaction, namely tangible, reliability, responsibility, assurance, empathy and information system aspects. The findings in this evaluation study indicated that the tangible aspect was felt satisfied by the majority of students. Likewise, the aspects of reliability, responsibility, assurance, empathy, and information system were felt satisfied by the majority of students. Even so, there are several aspects of each variable that need to be improved because there are many students who feel dissatisfied and even dissatisfied with the services provided.

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The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students

Cited by 5 publications

References 5 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

Efforts to Increase Patient Loyalty at Blambangan Hospital Banyuwangi

Analisis Tingkat Kepuasan Mahasiswa Terhadap Kualitas Layanan Akademik di Fakultas Ekonomi dan Bisnis Islam IAIN Samarinda

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