The Influence of Service Quality, Trust, and Student Satisfaction on the Loyalty of Medical Faculty Students
DOI:
https://doi.org/10.32832/jm-uika.v17i3.23807Keywords:
Service Quality, Trust, Satisfaction, LoyaltyAbstract
This study investigates the influence of service quality, trust, and student satisfaction on student loyalty among medical students at Universitas Pelita Harapan. Previous research in higher education emphasizes that service quality and trust play crucial roles in shaping student satisfaction and loyalty, yet findings remain inconclusive across different institutional contexts. A quantitative analytic design with a cross-sectional approach was employed, using validated instruments adapted from established model such as SERVQUAL, Trust scale, Satisfaction Model, and Customer Loyalty scale. Data were collected through an online questionnaire administered to medical students and analyzed using linear regression. The results indicate that service facilities emerge as the most influential factor in fostering student loyalty, while service quality and trust, although not showing significant partial effects, remain important supporting elements in shaping overall student experiences.
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