Student Satisfaction, Loyalty, and Motivation as Observed From the Service Quality

Subandi, Subandi; Hamid, Muda Setia

doi:10.22515/jmif.v1i1.3552

Cited by 17 publications

(4 citation statements)

References 26 publications

(51 reference statements)

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“…Furthermore, hypothesis 5, proposing the influence of customer satisfaction on loyalty, was supported by the findings. This is in line with previous research (Ghorbanzadeh, 2021;Muharam et al, 2021;Petzer & Roberts-Lombard, 2021;Subandi & Hamid, 2021;Thamrin et al, 2020), which stated the significant influence of satisfaction on customer loyalty. Therefore, indicators such as product quality and feedback support customer expectations in the satisfaction variable, proven to influence loyalty positively.…”

Section: B Inner Model Testingsupporting

confidence: 93%

Model Analysis of the Mediation Effect of Customer Satisfaction on Customer Loyalty in Mitratel Companies: The Role of CRM and Company Reputation as Predictors

Sugiat,

Sudirman

2024

jmi

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The rapid growth of tower assets among Indonesia's three main tower providers shows the increasingly tight competition within the telecommunications business. Therefore, this research analyzed the mediating effect of customer satisfaction on customer loyalty with customer relationship management (CRM) and company reputation as predictors using data from customer satisfaction research conducted with Mitratel clients. The data collected comprised 155 current and former customers of the Mitratel Tower company, collected from survey responses. The data was qualitatively evaluated and analyzed statistically using data processing techniques applied in the SEM-PLS analysis procedure. The result showed that CRM and company reputation directly impact customer satisfaction and loyalty. However, the impact of CRM on loyalty cannot be influenced directly due to the complexity of factors affecting customer loyalty. While customer satisfaction is important in building loyalty, other factors such as price, service quality, brand reputation, and psychological factors also play a significant role. This research provides in-depth insight into how factors such as customer satisfaction, CRM, and company reputation interact to influence customer loyalty. It is also an important basis for Mitratel Companies to design more effective policies and strategies to improve business performance and maintain market share. Keywords—CRM; Company Reputation; Customer Satisfaction; Customer Loyalty

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Section: B Inner Model Testingsupporting

confidence: 93%

Model Analysis of the Mediation Effect of Customer Satisfaction on Customer Loyalty in Mitratel Companies: The Role of CRM and Company Reputation as Predictors

Sugiat,

Sudirman

2024

jmi

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“…In general, student satisfaction on the Empathy dimension is high. Increasing service quality results in increased student satisfaction with service quality (Subandi & Hamid, 2021). In addition, increasing satisfaction through good service quality will have an impact on student loyalty (Mulyono, 2016).…”

Section: Discussionmentioning

confidence: 99%

Online Learning Satisfaction in the Time of Covid 19 and the Effect on Learning Outcomes Review From Student’s Cognitive Style

et al. 2023

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The purpose of the study was to describe the state of student satisfaction in online learning during covid 19 in terms of tangible, reliability, responsiveness, assurance, and empathy dimensions and to examine the effect of satisfaction and cognitive style on student learning outcomes in participating in online learning during covid 19. The form of the research used mixed methods with commensurate status, namely using a qualitative descriptive approach and quantitative analysis. The research was conducted at FKIP Untan Pontianak, Mathematics Education Study Program. As the main independent variable is cognitive style and the second independent variable is learning satisfaction. The dependent variable is learning outcomes. The research sample is students who take the mathematics learning process assessment course for the 2021/2022 academic year. This study uses 3 instruments, namely the cognitive style scale, learning satisfaction questionnaire and learning outcomes test. Hypothesis testing is a two-way ANOVA test. The results showed (a) students who had a free cognitive style were as much as 43.47% and students who had a dependent cognitive style were 56.52%. (b) Satisfaction aspects, Tangibles, Reliability, Responsivenes, Assurance and Empathy are classified as high. Research conclusions: (1) The average percentage of very satisfactory and satisfactory satisfaction levels is greater than the average percentage of unsatisfactory and unsatisfactory levels of satisfaction for all dimensions of tangible, reliability, responsiveness, assurance, and empathy. (2) a. The learning outcomes of students who have a free cognitive style are higher than the learning outcomes of students who have a dependent cognitive style, (b) Cognitive style factors and satisfaction factors do not affect jointly on student learning outcomes, (c) Students who have a level of learning satisfaction high, learning outcomes with independent cognitive styles are higher than student learning outcomes with dependent cognitive styles, (d) students with low levels of learning satisfaction, learning outcomes with independent cognitive styles are higher than student learning outcomes with dependent cognitive styles.

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“…Universities need to be proactive in managing and responding to online reviews to ensure that they provide a positive and accurate image of their institutions. This includes not only monitoring and responding constructively to negative reviews but also encouraging students and alumni to share their positive experiences (Subandi & Hamid, 2021).…”

Section: Introductionmentioning

confidence: 99%

Student Perspectives on State Universities in Surabaya

Noerhartati,

Sahid Budiharseno

2024

JP-SA

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In this digital era, online reviews are an important factor influencing prospective students' decisions in choosing a university. This research focuses on the influence of online reviews on students' perceptions of state universities in Surabaya. Using quantitative and qualitative approaches, this study explores the level of student satisfaction and its impact on their decision in choosing a university. The research results show that online reviews, as a form of digital word-of-mouth, have a significant role in providing honest and unfiltered insight into campus life, facilities, instructors, and other aspects. This research also found that students use online reviews as one of the main sources of information before making online purchases through the marketplace. With increasing internet access, students have become more informed and selective, relying not only on academic reputation but also on real-world experiences shared by other students. This study suggests universities in Surabaya to be proactive in managing online reviews to ensure a positive and accurate image of their institutions, which can ultimately increase their attractiveness to prospective new students.

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Student Satisfaction, Loyalty, and Motivation as Observed From the Service Quality

Cited by 17 publications

References 26 publications

Model Analysis of the Mediation Effect of Customer Satisfaction on Customer Loyalty in Mitratel Companies: The Role of CRM and Company Reputation as Predictors

Model Analysis of the Mediation Effect of Customer Satisfaction on Customer Loyalty in Mitratel Companies: The Role of CRM and Company Reputation as Predictors

Online Learning Satisfaction in the Time of Covid 19 and the Effect on Learning Outcomes Review From Student’s Cognitive Style

Student Perspectives on State Universities in Surabaya

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