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All Journal Binus Business Review Asia-Pacific Management and Business Application Journal of Economic, Bussines and Accounting (COSTING) Procuratio : Jurnal Ilmiah Manajemen Kurs : Jurnal Akuntansi, Kewirausahaan dan Bisnis Journal of Research in Business, Economics, and Education Journal of Applied Business and Technology PROCEEDING OF INTERNATIONAL CONFERENCE ON BUSINESS MANAGEMENT AND ACCOUNTING
Evelyn Wijaya
Institut Bisnis dan Teknologi Pelita Indonesia
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Journal : Asia-Pacific Management and Business Application

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Service Quality, Institutional Image and Satisfaction : Can Drivers Student Loyalty? Evelyn Wijaya; Achmad Tavip Junaedi; Agus Hocky
APMBA (Asia Pacific Management and Business Application) Vol 9, No 3 (2021)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2021.009.03.7

Abstract

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.
Co-Authors Achmad Tavip Junaedi Adi Suryadiningrat Agus Hocky Astarina, Ivalaina Chandra, Stefani David David Fadrul Fadrul Jennifer Chandra Layla Hafni Maydelyn Goh Mia Mia Mimelientesa Irman Nancy Valentine Nur Fadjrih Asyik Onny Setyawan Pamuji Hari Santoso Putu Rani Susanthi Santhomas Pinso Shely Diana Sherly The Silvilia Iman Sari Stevany Stevany Suyono Teddy Chandra Yenny Wati Yusnita Octafilia Theresia A Yesu Infante