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All Journal International Journal of Educational Review, Law And Social Sciences (IJERLAS) Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Indonesian Journal of Business Analytics (IJBA) Proceedings of The International Conference on Business and Economics International Conference on Health Science, Green Economics, Educational Review and Technology (IHERT) ALWAQFU Jurnal Hukum Ekonomi dan Wakaf Journal of Business Management Majapahit Journal of Islamic Finance dan Management Majapahit Journal of Islamic Finance dan Management International Journal of Economics, Commerce, and Management International Journal of Economics and Management Sciences
Endang Sulistya Rini
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Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Social Sciences Other

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THE EFFECT OF SERVICE QUALITY AND INSTITUTIONAL IMAGE ON STUDENT LOYALTY THROUGH SATISFACTION AS AN INTERVENING VARIABLE AT BATTUTA UNIVERSITY Andrio Bukit; Endang Sulistya Rini; Syafrizal Helmi Situmorang
International Journal of Educational Review, Law And Social Sciences (IJERLAS) Vol. 5 No. 1 (2025): January
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijerlas.v5i1.2310

Abstract

Universities play an important role as the main pillar in driving national transformation, both in terms of economy, social, and culture. In the era of globalization and revolution 4.0, the role of universities is becoming increasingly crucial in preparing the next generation to be competitive and innovative. The current phenomenon is that universities, especially private universities whose main source of funding comes from students, are experiencing problems with low levels of student loyalty. Several experts argue that student loyalty is greatly influenced by the level of student satisfaction which is factored by the quality of service and the image of the university itself. The purpose of this study is to determine and analyze the effect of service quality and institutional image on student loyalty at Battuta University through satisfaction. This type of research is associative research and the data used is quantitative data. The population of this study was all students of Battuta University, totaling 701 students. The technique for determining the number of samples used the Slovin formula so that a sample size of 258 students was obtained. The data analysis used is Partial Least Square Structural Equation Modeling. The results of the study directly show that service quality has a positive and significant effect on satisfaction, institutional image has a positive and significant effect on satisfaction, service quality has a positive and significant effect on student loyalty, institutional image has a positive and significant effect on student loyalty, and satisfaction has a positive and significant effect on student loyalty. Indirectly, service quality has a positive and significant effect on student loyalty through satisfaction, as well as institutional image has a positive and significant effect on student loyalty through satisfaction.
ANALYSIS OF THE EFFECT OF E-SERVICE QUALITY ON SATISFACTION CUSTOMERS OF PT BANK TABUNGAN NEGARA (PERSERO) TBK PEMATANG SIANTAR BRANCH OFFICE Iqbal Habibie; Endang Sulistya Rini; Sugih Arto Pujangkoro
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 4 No. 3 (2024): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v4i3.1930

Abstract

The decrease in the number of BTN Mobile Banking users of BTN Pematang Siantar Branch Office customers needs to be analyzed, so that the cause of the decrease in BTN Mobile Banking users will be known. This study aims to test and analyze the effect of e-service quality on customer satisfaction of PT Bank Tabungan Negara (Persero) Tbk Pematang Siantar Branch Office. The population of this study was all customers of PT Bank Tabungan Negara (Persero) Tbk Pematang Siantar Branch Office, both individual customers, debtors and payroll customers who used BTN Mobile Banking in the period from January to March 2023, totaling 7,023 customers. The sample in this study was 380 people. The analysis technique used was Multiple Linear Regression Analysis. The results of statistical tests showed that efficiency, reliability, fulfillment, privacy partially influenced customer satisfaction of PT Bank Tabungan Negara (Persero) Tbk Pematang Siantar Branch Office. The results of simultaneous tests showed that efficiency, reliability, fulfillment, privacy simultaneously influenced customer satisfaction at PT Bank Tabungan Negara (Persero) Tbk Pematang Siantar Branch Office.
Co-Authors Adinda Nadila Azhari Amlys Syahputra Silalahi Amrin Fauzi Andrio Bukit Annisa Amelia Aprianta Raskami Sembiring Aris Handiyoko Sibuea Arlina Nurbaity Lubis Beby Karina Fawzeea Sembiring Clarisa Felicia Dhery Wiranata Surya Elfa Yolanda Endang Setiawati Erman Munir Erwin Sahat Mora Pardede Euodia Grace Maranatha Evawany Yunita Aritonang Fadli Fadli Hazmi Gita Ayu Lestari Hartini Pratiwi Pane Indah Ardhina Oktaria Indi Ade Fitri Koto Iqbal Habibie Irma Zulhana Koto Iskandar Muda Linda Trimurni Maas Maulidina Yuliani May Friska Yuliani Saragih Mufida Sari Muhammad Ismuroji Natari, Dian paham ginting Parapat Gultom Petrus Lajor Ginting Prihatin Lumbanraja Rahmadani Raja Palti Tambunan Ramadhan Nurmuhammad Riki Riduansyah Rambe RINDI SHARIFA Rival Irwanson Damanik Ronald Sibuea Sarah Madaniah Shabrina Tifani Stifani Emerta Perangin-angin Suci Chasara Nasution Suci Veny Beauty Sugih Arto Pujangkoro Sugiharto Syafrizal Helmi Situmorang Syafrzal Helmi Situmorang Syahyunan Wibowo, Rulianda P. Windi Puspita Dian Sari Hasibuan Wisnu Agus Harmawan Yeni Absah Youanita Tri Sevanya Damanik Yudha Yustiasa Zharifah Putri Masturah Hasibuan