Analysis of the Effect of Academic Service Quality on Student Loyalty Through Student Satisfaction and Organizational Performance

Tarigan, Zeplin Jiwa Husada (2020) Analysis of the Effect of Academic Service Quality on Student Loyalty Through Student Satisfaction and Organizational Performance. Petra IJBS (Petra International Journal of Business Studies) , 3 (1). pp. 47-53. ISSN 26216426

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Abstract

This research aims to analyze the significant influence of quality academic services to student loyalty with student satisfaction and organizational performance as intervening. The sample in this study as many as 40 people, data collection using questionnaires, and then analyzed with SEM PLS using smart software PLS 3.0. Based on the results of the analysis show that the quality of academic services affects student loyalty, the quality of academic services has no impact on organizational performance. The quality of academic services influences student satisfaction. Student satisfaction influences organizational performance. Student satisfaction has no effect on student loyalty. Organizational performance influences student loyalty. Student satisfaction does not mediate the effect of academic service quality. Student satisfaction does not mediate the effect of academic service quality on student loyalty. Organizational performance mediates the effect of student satisfaction on student loyalty. Student satisfaction and organizational performance do not mediate the impact of academic service quality on student loyalty, and organizational performance does not mediate the effect of academic service quality on student loyalty

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