The Influence Of Administrative Service Quality And Campus Infrastructure On Student Satisfaction: The Role Of Student Loyalty As A Mediator
Abstract
Higher education in Indonesia is expanding, but challenges in administrative services and infrastructure affect student satisfaction and loyalty. Politeknik Bumi Akpelni faces significant gaps, with 65% of students dissatisfied with services and 58% with facilities. This study uses primary data from questionnaires and secondary data, with a sample of 499 final-year students selected purposively. Data analysis includes validity and reliability tests, multiple linear regression, F-test, R², t-tests, and Sobel test for mediation analysis on student loyalty. Addressing these issues is crucial to improving student loyalty and the institution’s reputation. Administrative Service Quality has a positive and significant effect on Student Loyalty. Campus Infrastructure has a positive and significant effect on Student Loyalty. Administrative Service Quality has a positive and significant effect on Student Satisfaction. Campus Infrastructure does not have an effect on Student Satisfaction. Student Loyalty has a positive and significant effect on Student Satisfaction. There is a mediating effect of Student Loyalty in mediating the relationship between Administrative Service Quality and Student Satisfaction. There is a mediating effect of Student Loyalty in mediating the relationship between Campus Infrastructure and Student Satisfaction.
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EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
