Investigating the Determinants of Students' Trust in Budi Utomo Binjai Vocational, Indonesia

Abstract

Educational institutions are organizations that are very important in increasing the competence of people in a country. The products offered by a school are services in the form of learning and guidance that can improve the abilities of its students. Furthermore, to determine the level of school credibility is also very much determined by the level of student satisfaction and trust in the school. This study seeks to examine the effect of service quality aspects on student trust and examine the mediating role of the satisfaction variable on the effect of service quality aspects on student trust. This study uses an explanatory approach with quantitative data types. Determination of samples in this study using the technique of purposive sampling which resulted in 204 students being research respondents. The analysis technique used in this study is SEM with Smart PLS. The results of this study found that Empathy, Responsiveness, Reliability, Assurance and Physical Appearance did not have a significant effect on students' trust. Based on the results of the mediation test it was found that student satisfaction was able to mediate the influence of Empathy, Reliability, Assurance and Physical Appearance on student trust.