Service Quality and Business School Image using SEM: A Mediating of Relationship Quality Variable on Students Loyalty
Journal Title: IOSR Journal of Humanities and Social Science - Year 2018, Vol 23, Issue 7
Abstract
The main purpose of this research is to measure the influence of service quality and higher education image through relationship quality on students loyalty in three business schools in Jakarta and the influence of higher education image through relationship quality on students loyalty in three business schools in Jakarta. Social Exchange Theory were incorporated in this study. An explanatory survey was conducted in the best three business institutes based on the Private Higher Education Association in Jakarta Area in the year 2016. The sample size in this research were 362 respondents which was collected through multistage random sampling. The data analysis in this research used both in descriptive statistics with SPSS 20. and inferential statistics Structural Equation Models (SEM) with Smart Partial Least Squares (SmartPLS). The results showed that the service quality have a significant influence through relationship quality on students loyalty.The higher education image also has a significant influence through relationship quality on students loyalty. However, the service quality do not have a significant influence on students loyalty. In addition, The higher education image also does not has a significant influence on students loyalty in these three business institutes.
Authors and Affiliations
Imam Nuraryo, Suwandi Sumartias, Husein Umar, Agus Rahmat
Keywords
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- EP ID EP419600
- DOI 10.9790/0837-2307100819.
- Views 80
- Downloads 0
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