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

DOI

10.2991/icream-18.2019.51How to use a DOI?

Keywords

service quality; customer satisfaction; trust

Abstract

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.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Shinta Doriza
PY  - 2019/03
DA  - 2019/03
TI  - The Impact of Service Quality and Customer Satisfaction on Trust of Students at University
BT  - Proceedings of the 2nd International Conference on Research of Educational Administration and Management (ICREAM 2018)
PB  - Atlantis Press
SP  - 253
EP  - 255
SN  - 2352-5398
UR  - https://doi.org/10.2991/icream-18.2019.51
DO  - 10.2991/icream-18.2019.51
ID  - Doriza2019/03
ER  -