THE EFFECT OF SERVICE QUALITY, IMAGE AND TRUST ON STUDENT LOYALTY IN HIGH SCHOOL OF ECONOMIC SCIENCE TRI DHARMA WIDYA, JAKARTA
- Students in the Educational Management Doctoral Program, UNJ.
- Lecturer in Education Management, UNJ.
- Abstract
- Keywords
- References
- How to Cite This Article
- Corresponding Author
This study aims to obtain information about the influence of Service Quality, Image and Trust on Student Loyalty at Tri Dharma Widya High School of Economics. The research was conducted by using survey method with path analysis in hypothesis testing. The population in this study as many as 169 respondents, and a sample of 119 respondents are selected by using random sampling. Research focuses on four aspects; service quality, institutional image, trust and loyalty. Data were collected by questionnaire and analyzed by path analysis. The result of the analysis concludes that (1) there is a positive direct effect of service quality on loyalty, (2) there is positive direct influence of image to loyalty, (3) there is positive direct influence of trust on loyalty, (4) there is an indirect effect of service quality on loyalty through trust (5) there is an indirect effect of image on loyalty through trust (6) there is an indirect effect of service quality on loyalty through image.
- Ahmad, N. H., Ramayah, T., Halim, H. A., & Rahman, S. A. (2017). Handbook of research on small and medium enterprises in developing countries. Handbook of Research on Small and Medium Enterprises in Developing Countries. New York: IGI Global. https://doi.org/10.4018/978-1-5225-2165-5.
- Alma, B. (2014). Menejemen Pemasaran dan Pemasaran Jasa. Bandung: Alfabeta.
- Annamdevula, S., & Bellamkonda, R. S. (2016). The effects of service quality on student loyalty: the mediating role of student satisfaction. Journal of Modelling in Management, 11(2), 446?462. https://doi.org/10.1108/JM2-04-2014-0031
- Christopher H. Lovelock, J. W. & P. C. (2012). Essentials of Service Marketing, 2nd Edition. Singapore: Pearson Education Published.
- Clark, F. . (1992). Quality and service : A Key focus for performance in the public sector (Working paper series HWP 11/92 No. 11/92).
- Davis, D. L. G. & S. B. (2010). Quality Management for Organizational Excellent Introduction to Total Quality 6 th edition. New Jersey: Pearson Prentice Hall.
- Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61(2), 35?51. https://doi.org/10.2307/1251829
- Fombrun, C. B. M. van R. and C. J. (2007). Essential of Copporate Communications. USA: Tylor and Francis.
- Goodman, J. A. (2015). Strategic Customer Service. New York: Amacom.
- Grigoroudis, E., & Siskos, Y. (2010). Customer Satisfaction Evaluation, Springer, New York. New York: Springer Businnes Media.
- Gronroos, C. (2001). The perceived service quality concept ??? a mistake? Managing Service Quality: An International Journal, 11(3), 150?152. https:// doi.org/ 10.1108/09604520110393386
- Laudon, K. C. L. & J. P. (2012). Management Information Systems. England: Pearson Education Limited.
- Leonard, Mc. (Usyd) et. a. (2013). The Loyalty Model of Privatt University Student Stduy Case: STIKOM London School of Public Relation. 29 th Desember 2013, Vol.20 No. 1,. Internasional Jurnal of Information Technology and Business Management, 1(2), 78.
- Minor, J. C. M. dan M. (2002). Perilaku Konsumen. Jakarta: Erlangga.
- Ramsey, F. F. R. dan S. M. (1988). Managing Relationship and Building Loyality. England: Prentice Hall.
Novi Rakhmiyanti, Bedjo Sujanto and Eliana Sari (2020); THE EFFECT OF SERVICE QUALITY, IMAGE AND TRUST ON STUDENT LOYALTY IN HIGH SCHOOL OF ECONOMIC SCIENCE TRI DHARMA WIDYA, JAKARTA, Int. J. of Adv. Res., 8 (03), 1039-1050, ISSN 2320-5407. DOI URL: https://dx.doi.org/10.21474/IJAR01/10722
1. Students in the Educational Management Doctoral Program, UNJ.
