The Influence of Service Quality, Institutional Reputation, Students’ Satisfaction  on Students’ Loyalty in Higher Education Institution

Bakrie, Muhammad; Sujanto, Bedjo; Rugaiyah, Rugaiyah

doi:10.29103/ijevs.v1i5.1615

Cited by 34 publications

(43 citation statements)

References 38 publications

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“…These results are also in line with research of Yamani et al, (2017) that if the service qualitys provided increases, students will feel satisfied. The results of this study also support research conducted by Bakrie et al, (2019) on the effect of service quality, institutional reputation, student satisfaction, and loyalty.…”

Section: Inner Modelsupporting

confidence: 86%

Student Satisfaction, Loyalty, and Motivation as Observed From the Service Quality

Subandi

Hamid

2021

JMIF

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This study seeks to analyze the effect of service quality on satisfaction, the effect of service quality on loyalty, the effect of service quality on motivation, the effect of satisfaction on loyalty, the effect of satisfaction on motivation, and to analyze the mediation of student satisfaction on the effect of service quality on student motivation and loyalty. In this quantitative research, a questionnaire was distributed to 100 fifth-semester students of Administrative Management Academy Yogyakarta. The samples were selected using a purposive sampling technique. The variable measurement used a Likert scale. Data analysis was carried out using Structural Equation Modeling (SEM) with SmartPLS 3 software. The results of the analysis show that service quality affects student satisfaction, student loyalty, and student motivation. Student satisfaction affects student loyalty and student motivation. Service quality affects student loyalty and student motivation mediated by student satisfaction.

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Section: Inner Modelsupporting

confidence: 86%

Student Satisfaction, Loyalty, and Motivation as Observed From the Service Quality

Subandi

Hamid

2021

JMIF

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“…The better the image of the educational institution is, student satisfaction will get better. It is in line with a study by (Appuhamilage & Torii, 2019;Bakrie et al, 2019;Hassan et al, 2019;Leonnard et al, 2014;Lunarindiah, 2018;Mulyono et al, 2020;Shahsavar & Sudzina, 2017). The good image of an educational institution can also stimulate student loyalty.…”

Section: Literature Reviewsupporting

confidence: 87%

“…It is in line with a study by (Annamdevula & Bellamkonda, 2016;Hassan et al, 2019;Leonnard et al, 2014;Lunarindiah, 2018;Munizu & Hamid, 2015;Permana et al, 2020;Wulandari & Suryani, 2017). However, it is in contrast to a study by (Appuhamilage & Torii, 2019;Bakrie et al, 2019;Chandra et al, 2018) The image reflects the perception of a certain company or institution resulted from people's objective assessment over the actions, behavior, and the ethics of the institution amid the society (Lunarindiah, 2018). The image of a good quality educational institution becomes one of the important things and consideration when having a decision to choose an educational institution.…”

Section: Literature Reviewsupporting

confidence: 81%

“…The better service quality that is provided to the students is, the student satisfaction level will be higher. It is in line with a study by (Annamdevula & Bellamkonda, 2016;Appuhamilage & Torii, 2019;Azam, 2018;2015/20192019 Bakrie et al, 2019;Chandra et al, 2018;Dora, 2017;Hassan et al, 2019;Jabbaret al, 2020;Jiewanto et al, 2012;Leonnard et al, 2014;Lunarindiah, 2018;Munizu & Hamid, 2015;Mansari et al, 2014;Permana et al, 2020;Wulandari & Suryani, 2017). The students who are satisfied with the services provided by the company will stimulate the existence of student loyalty.…”

Section: Literature Reviewsupporting

confidence: 80%

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Service Quality, Institutional Image and Satisfaction : Can Drivers Student Loyalty?

Wijaya

Junaedi

Hocky

2021

APMBA

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Education is dynamic and always developing to keep it up to date with today's condition. The government always puts an effort so that the education quality in Indonesia will not be left behind compared to other countries in the world. One of the aspects stimulating the changes is customer demand over the quality of the education system. This study also aimed at analyzing the influence of service quality on the satisfaction and loyalty of senior high school or SMA students. The data used in this study were primary data with a total respondent of 88 students. The technique for data analysis used in this study was path analysis assisted by Smart PLS. The research findings showed that service quality and institutional image significantly influenced satisfaction, yet they did not influence loyalty significantly. Meanwhile, satisfaction directly influenced loyalty. Further study is suggested to add several variables, such as perceived value, perceived quality, and the like that are considered giving an influence on creating student's loyalty. Practical implications also drawn to conclude this study.

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“…Service quality influence the university image and student satisfaction [12]. Besides affecting institutional reputation and student' satisfaction, service quality also influences students' loyalty [13][14][15]. Service quality is important to an academic institution for acquiring popularity, attracting funds, challenging other institutions, facing global competition and, competing for better rankings [16].…”

Section: B Education Service Quality Improvement Priority Programsmentioning

confidence: 99%

Priority Program for Improving Service Quality Based on Student Satisfaction

Sudiartha¹,

Sudana²,

Ariana³

et al. 2021

Advances in Social Science, Education and Humanities Research

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Measurement of the satisfaction of students to education service quality needs to be done by the institution. The measurement results of student satisfaction will use as a basis in determining priority programs by the institution in improving the education service quality. This study intended to describe student satisfaction of education service quality and the determination of priority programs to improve education service quality based on an assessment of student satisfaction levels. The model used is a descriptive study model. The data used in this study were obtained from primary and secondary sources in the form of quantitative data. Quantitative data consisted of the result of the assessment of student satisfaction in service quality. The research instrument in the form of the student satisfaction of service quality questionnaire. The questionnaire follows the service quality model that includes aspects of reliability, responsiveness, assurance, empathy. The questionnaire uses 4 Likert scales, from 1 (not good) to 4 (very good). This study involved 297 respondents who were students majoring in accounting at the Bali State Polytechnic. The sampling technique used was stratified random sampling based on the academic year the student was registered. The study used descriptive analysis techniques. Describe the student satisfaction of service quality using percentage analysis by comparing the answers with ideal answers in the same item and also describe the student satisfaction of service quality by using the cartesian diagram. The results of the study are students satisfied with the quality of educational services in general, but there are some dimensions of service quality that needed to improve. Priority program for improving the quality service can be done by the improvement of the learning room and facilities, increase competence and increase teaching skills of lecturers, the improvement of the learning process and examinations assessment, and the improvement of the quality and quantity of library materials.

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The Influence of Service Quality, Institutional Reputation, Students’ Satisfaction on Students’ Loyalty in Higher Education Institution

Cited by 34 publications

References 38 publications

Student Satisfaction, Loyalty, and Motivation as Observed From the Service Quality

Student Satisfaction, Loyalty, and Motivation as Observed From the Service Quality

Service Quality, Institutional Image and Satisfaction : Can Drivers Student Loyalty?

Priority Program for Improving Service Quality Based on Student Satisfaction

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