STUDENT SATISFACTION, LOYALTY, AND MOTIVATION AS OBSERVED FROM THE SERVICE QUALITY

Abstract

This study seeks to analyze the effect of service quality on satisfaction, the effect of service quality on loyalty, the effect of service quality on motivation, the effect of satisfaction on loyalty, the effect of satisfaction on motivation, and to analyze the mediation of student satisfaction on the effect of service quality on student motivation and loyalty. In this quantitative research, a questionnaire was distributed to 100 fifth-semester students of Administrative Management Academy Yogyakarta. The samples were selected using a purposive sampling technique. The variable measurement used a Likert scale. Data analysis was carried out using Structural Equation Modeling (SEM) with SmartPLS 3 software. The results of the analysis show that service quality affects student satisfaction, student loyalty, and student motivation. Student satisfaction affects student loyalty and student motivation. Service quality affects student loyalty and student motivation mediated by student satisfaction.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 33 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.