PENGARUH CITRA INSTITUSI DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA UNIVERSITAS MOCH. SROEDJI JEMBER
Abstract: The purpose ofthis
study was to examine the effect of institutional image and service quality on
satisfaction and loyalty of students of the Moch. Sroedji Jember University. A total
of 144 students was used as the sample. The hypothesis were tested using
Structural Equation Modelling. Results show that institutional image and
service quality affect student satisfaction and loyalty significantly. Customer
satisfaction affects customer loyalty significantly.
Keyword: Institutional Image,
Service Quality, Satisfaction, and Loyalty
Penulis: Rifka Arinda
Noviasari, Deasy Wulandari, Ika Barokah Suryaningsih
Kode Jurnal: jpmanajemendd151610
