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

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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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  -