ISSN 2394-5125
 

Research Article 


IMPACT OF SERVICE QUALITY,UNIVERSITY IMAGE AND STUDENTS SATISFACTION TOWARDS STUDENTLOYALTY: EVIDENCE FROM INDONESIAN PRIVATE UNIVERSITIES

Yoyok Cahyono, Agus Purwanto, Sukanta, Fahriza Nurul Azizah, Fitriaty, Hadion Wijoyo, Manorang Sihotang, Agus Sugianto.

Abstract
The purpose of this study was to analyze the effect of service quality, university image, student satisfaction on student loyalty, to analyze the effect of student satisfaction on student loyalty in private universities in Indonesia. The research was conducted on 100 private university students. The type of research used in this study is a quantitative method, namely a method that aims to collect data with a questionnaire. The method of analysis used is the structural equation modeling (SEM) SmartPLS program. The results of this study concluded that service quality has a significant effect on student loyalty; Student satisfaction has a significant effect on student loyalty; Student satisfaction has a significant effect on student loyalty. The implication that can be given from this research is to increase student loyalty by improving the quality of service by improving aspects of tangibles, empathy, reliability, responsiveness and assurance. Student loyalty can also be increased by increasing student satisfaction during learning. Student loyalty can be increased by improving service quality, satisfaction and image.

Key words: Service quality, satisfaction, image and loyalty.


 
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How to Cite this Article
Pubmed Style

Yoyok Cahyono, Agus Purwanto, Sukanta, Fahriza Nurul Azizah, Fitriaty, Hadion Wijoyo, Manorang Sihotang, Agus Sugianto. IMPACT OF SERVICE QUALITY,UNIVERSITY IMAGE AND STUDENTS SATISFACTION TOWARDS STUDENTLOYALTY: EVIDENCE FROM INDONESIAN PRIVATE UNIVERSITIES. JCR. 2020; 7(19): 3916-3924. doi:10.31838/jcr.07.19.454


Web Style

Yoyok Cahyono, Agus Purwanto, Sukanta, Fahriza Nurul Azizah, Fitriaty, Hadion Wijoyo, Manorang Sihotang, Agus Sugianto. IMPACT OF SERVICE QUALITY,UNIVERSITY IMAGE AND STUDENTS SATISFACTION TOWARDS STUDENTLOYALTY: EVIDENCE FROM INDONESIAN PRIVATE UNIVERSITIES. http://www.jcreview.com/?mno=127068 [Access: September 15, 2020]. doi:10.31838/jcr.07.19.454


AMA (American Medical Association) Style

Yoyok Cahyono, Agus Purwanto, Sukanta, Fahriza Nurul Azizah, Fitriaty, Hadion Wijoyo, Manorang Sihotang, Agus Sugianto. IMPACT OF SERVICE QUALITY,UNIVERSITY IMAGE AND STUDENTS SATISFACTION TOWARDS STUDENTLOYALTY: EVIDENCE FROM INDONESIAN PRIVATE UNIVERSITIES. JCR. 2020; 7(19): 3916-3924. doi:10.31838/jcr.07.19.454



Vancouver/ICMJE Style

Yoyok Cahyono, Agus Purwanto, Sukanta, Fahriza Nurul Azizah, Fitriaty, Hadion Wijoyo, Manorang Sihotang, Agus Sugianto. IMPACT OF SERVICE QUALITY,UNIVERSITY IMAGE AND STUDENTS SATISFACTION TOWARDS STUDENTLOYALTY: EVIDENCE FROM INDONESIAN PRIVATE UNIVERSITIES. JCR. (2020), [cited September 15, 2020]; 7(19): 3916-3924. doi:10.31838/jcr.07.19.454



Harvard Style

Yoyok Cahyono, Agus Purwanto, Sukanta, Fahriza Nurul Azizah, Fitriaty, Hadion Wijoyo, Manorang Sihotang, Agus Sugianto (2020) IMPACT OF SERVICE QUALITY,UNIVERSITY IMAGE AND STUDENTS SATISFACTION TOWARDS STUDENTLOYALTY: EVIDENCE FROM INDONESIAN PRIVATE UNIVERSITIES. JCR, 7 (19), 3916-3924. doi:10.31838/jcr.07.19.454



Turabian Style

Yoyok Cahyono, Agus Purwanto, Sukanta, Fahriza Nurul Azizah, Fitriaty, Hadion Wijoyo, Manorang Sihotang, Agus Sugianto. 2020. IMPACT OF SERVICE QUALITY,UNIVERSITY IMAGE AND STUDENTS SATISFACTION TOWARDS STUDENTLOYALTY: EVIDENCE FROM INDONESIAN PRIVATE UNIVERSITIES. Journal of Critical Reviews, 7 (19), 3916-3924. doi:10.31838/jcr.07.19.454



Chicago Style

Yoyok Cahyono, Agus Purwanto, Sukanta, Fahriza Nurul Azizah, Fitriaty, Hadion Wijoyo, Manorang Sihotang, Agus Sugianto. "IMPACT OF SERVICE QUALITY,UNIVERSITY IMAGE AND STUDENTS SATISFACTION TOWARDS STUDENTLOYALTY: EVIDENCE FROM INDONESIAN PRIVATE UNIVERSITIES." Journal of Critical Reviews 7 (2020), 3916-3924. doi:10.31838/jcr.07.19.454



MLA (The Modern Language Association) Style

Yoyok Cahyono, Agus Purwanto, Sukanta, Fahriza Nurul Azizah, Fitriaty, Hadion Wijoyo, Manorang Sihotang, Agus Sugianto. "IMPACT OF SERVICE QUALITY,UNIVERSITY IMAGE AND STUDENTS SATISFACTION TOWARDS STUDENTLOYALTY: EVIDENCE FROM INDONESIAN PRIVATE UNIVERSITIES." Journal of Critical Reviews 7.19 (2020), 3916-3924. Print. doi:10.31838/jcr.07.19.454



APA (American Psychological Association) Style

Yoyok Cahyono, Agus Purwanto, Sukanta, Fahriza Nurul Azizah, Fitriaty, Hadion Wijoyo, Manorang Sihotang, Agus Sugianto (2020) IMPACT OF SERVICE QUALITY,UNIVERSITY IMAGE AND STUDENTS SATISFACTION TOWARDS STUDENTLOYALTY: EVIDENCE FROM INDONESIAN PRIVATE UNIVERSITIES. Journal of Critical Reviews, 7 (19), 3916-3924. doi:10.31838/jcr.07.19.454