PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN DAN KEPUASAN TERHADAP LOYALITAS DOSEN PERGURUAN TINGGI SWASTA DI KOPERTIS WILAYAH X
Abstract
The aim of this study was to examine the effect of service quality, Trust, andcustomer’s satisfaction on lecturer loyalty. The population of the study was
private lectures who received certification during the year of 2013. The number of
usable sample was 210 respondents by proportional cluster random sampling. In
order to testing the hypotheses, the study performs multiple regression analysis.
The results of analysis revealed that service quality, trust, and satisfaction
significantly influence lecturer loyalty. Specifically, service quality was registered
to have the strongest effect on lecturer loyalty, and then followed by the variable
of trust and satisfaction respectively. The study’s findings recommended
increasing implementation of service quality, trust and satisfaction.
Keywords: Service Quality, Trust, Satisfaction, and Loyalty
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