服务质量与顾客满意对大学生信任的影响

Proceedings of the 2nd International Conference on Research of Educational Administration and Management (ICREAM 2018) Pub Date : 2019-03-01 DOI:10.2991/ICREAM-18.2019.51

S. Doriza

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引用次数: 3

摘要

本研究旨在探讨服务品质与顾客满意对信任的影响。本研究采用结构方程模型，在雅加达国立大学进行，采用分层比例随机抽样的方法，选取255名学生作为研究对象。研究结果表明:1)服务质量对顾客满意度有直接的正向影响;2)服务质量对信任有直接的正向影响;3)顾客满意对信任有直接的正向影响。Keywords-service质量;客户满意度;信任

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

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. Keywords—service quality; customer satisfaction; trust

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Proceedings of the 2nd International Conference on Research of Educational Administration and Management (ICREAM 2018)

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