Impact of Service Quality, Satisfaction and Corporate Image on Loyalty: A Study of a Publicly Traded for-Profit University

Effect of Service Quality Toward Student Satisfaction and Loyalty in Higher Education

“…The results of testing the third hypothesis found that the dimensions of the reputation aspects have a positive and significant effect on students' satisfaction. The third hypothesis testing is in line with research (Ali et al, 2016;Arrivabene et al, 2019;Iswara and Pratomo, 2018). The results of this hypothesis indicated that better aspects of reputation such as a professionally managed campus will increase students' satisfaction, this shows that students pay a lot of attention towards a professionally managed campus so the universities should give a lot of focus and attention towards campus image and should try to continue improving the image of a professional campus.…”

“…The results of the sixth hypothesis testing was that the satisfaction variable has a positive and significant effect on students' loyalty. Testing these hypotheses is in line with research (Ali et al, 2016;Arrivabene et al, 2019). The results of this hypothesis indicated that by increasing students' satisfaction such as feeling satisfied by registering on this campus, feeling satisfied when they registered, and feeling satisfied with the lecture experience will significantly increase students' loyalty as well as increase commitment to continue their education there till they graduate.…”

“…The results of the first hypothesis testing found that the dimensions of academic aspects have a positive and significant effect on student satisfaction. The first hypothesis testing is in line with research (Ali et al, 2016;Arrivabene et al, 2019;Iswara and Pratomo, 2018), that the dimensions of academic aspects have a positive and significant effect on students' satisfaction. The results of this hypothesis indicated that the better dimensions of academic aspects such as understanding of teaching material in class and level of education as well as the experience of lecturers, contributes to increased students' satisfaction.…”

“…This shows that students really want lecturers who are able to communicate well and have concern for the conditions and problems of students. For this reason, it is necessary for lecturers to improve academic abilities and communication skills as well as foster empathy for student problems (Arrivabene et al, 2019). Latif, Sahibzada, and Ullah (2017) emphasize that it is important for lecturers to deliver quality material in the classroom to students.…”

“…The previous study was done by Ali et al (2016) that the five dimensions of HedPERF affect students' satisfaction, and it turn it affect students' loyalty. But the study conducted by Arrivabene, Vieira, and Mattoso (2019) that academic aspects, program issues and reputation have a significant effect on students' satisfaction but non-academic aspects and access aspects have no effect on satisfaction, whereas overall service quality has an effect on students' satisfaction and in turn students' satisfaction has an effect on students' loyalty. But in the research conducted by Iswara and Pratomo (2018) that apart from the academic aspect, non academic aspects and reputation aspects also significantly affects students' satisfaction, while aspect of program problems and access aspects did not affect students' satisfaction, and as a result it did not affect students' loyalty.…”