The Impact of Service Quality and Customer Satisfaction on Trust of Students at University

被引：0

作者：

Doriza, Shinta ^{[1
]}

机构：

[1] Univ Negeri Jakarta, Fac Engn, Jakarta, Indonesia

来源：

PROCEEDINGS OF THE 2ND INTERNATIONAL CONFERENCE ON RESEARCH OF EDUCATIONAL ADMINISTRATION AND MANAGEMENT (ICREAM 2018) | 2018年 / 258卷

关键词：

service quality; customer satisfaction; trust; COMMITMENT;

D O I：

暂无

中图分类号：

G40 [教育学];

学科分类号：

040101 ; 120403 ;

摘要：

This research aims to examine the effect of service quality and customer satisfaction on trust. Structural equation modeling was employed in the research, which was conducted in the State University of Jakarta. 255 students were selected as respondents of the research using stratified proportioned random sampling. Results of the research show that: 1) service quality has a direct positive effect on customer satisfaction; 2) service quality has a direct positive effect on trust; and 3) customer satisfaction has direct positive effect on trust.

引用

页码：253 / 255

页数：3

共 16 条

[1]

[Anonymous], 2013, ASIA PAC MANAG REV, DOI DOI 10.6126/APMR.2013.18.4.02

[2]

[Anonymous], 2011, INTERDISCIPLINARY J

[3] Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty [J].