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All Journal JURNAL MANAJEMEN (EDISI ELEKTRONIK)
Vanessa Tjandra Prayitno
Universitas Pelita Harapan
Decision Sciences, Operations Research & Management

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The Influence of Service Quality, Trust, and Student Satisfaction on the Loyalty of Medical Faculty Students Vanessa Tjandra Prayitno; Glory Valentin Tangdialla; Virginia Maharani Sukmayadi Putri; Jocelyn
Jurnal Manajemen (Edisi Elektronik) Vol. 17 No. 3 (2026): Jurnal Manajemen (Edisi Elektronik)
Publisher : UPT Jurnal & Publikasi Ilmiah SPs Universitas Ibn Khaldun Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/jm-uika.v17i3.23807

Abstract

This study investigates the influence of service quality, trust, and student satisfaction on student loyalty among medical students at Universitas Pelita Harapan. Previous research in higher education emphasizes that service quality and trust play crucial roles in shaping student satisfaction and loyalty, yet findings remain inconclusive across different institutional contexts. A quantitative analytic design with a cross-sectional approach was employed, using validated instruments adapted from established model such as SERVQUAL, Trust scale, Satisfaction Model, and Customer Loyalty scale. Data were collected through an online questionnaire administered to medical students and analyzed using linear regression. The results indicate that service facilities emerge as the most influential factor in fostering student loyalty, while service quality and trust, although not showing significant partial effects, remain important supporting elements in shaping overall student experiences.
Co-Authors Glory Valentin Tangdialla Jocelyn Virginia Maharani Sukmayadi Putri