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THE EFFECT OF SERVICE QUALITY, IMAGE AND TRUST ON STUDENT LOYALTY IN HIGH SCHOOL OF ECONOMIC SCIENCE TRI DHARMA WIDYA, JAKARTA

Authors: Novi Rakhmiyanti ,; Bedjo Sujanto and Eliana Sari;

THE EFFECT OF SERVICE QUALITY, IMAGE AND TRUST ON STUDENT LOYALTY IN HIGH SCHOOL OF ECONOMIC SCIENCE TRI DHARMA WIDYA, JAKARTA

Abstract

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.

Keywords

Quality of Service Image Trust and Loyalty

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selected citations
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This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
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popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
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