Proceedings of the 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019)

The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students

Authors
Nursaid, Sapta Hadi Purnomo, Nurul Qomariah
Corresponding Author
Nursaid
Available Online 4 May 2020.
DOI
10.2991/assehr.k.200529.033How to use a DOI?
Keywords
service quality, image, student satisfaction, loyalty
Abstract

This study aimed to determine the effect of service quality, image of the institution on the satisfaction and loyalty of master’s degree in management at Universitas Muhammadiyah Jember. The study population was all graduate students in Management Universitas Muhammadiyah Jember, and 50 students of them were taken as samples. Validity and reliability tests are used to test questionnaires which were used as the research instruments. This study was analysed by using linear regression analysis of which influenced student satisfaction. The results of the study indicate that quality of service and institution’s image to public affect student satisfaction. The quality of service and the institution’s image affect student loyalty; in other words, student satisfaction does not affect student loyalty.

Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
4 May 2020
ISBN
978-94-6252-961-8
ISSN
2352-5398
DOI
10.2991/assehr.k.200529.033How to use a DOI?
Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Nursaid
AU  - Sapta Hadi Purnomo
AU  - Nurul Qomariah
PY  - 2020
DA  - 2020/05/04
TI  - The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students
BT  - Proceedings of the 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019)
PB  - Atlantis Press
SP  - 156
EP  - 161
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200529.033
DO  - 10.2991/assehr.k.200529.033
ID  - 2020
ER  -