Analisis Citra, Kepercayaan Dan Kepuasan Terhadap Loyalitas Mahasiswa Sistem Informasi Dengan Pendekatan Path Analisys

Yusmedi Nurfaizal, Muliasari Pinilih

Abstract


In the era of globalization, the system plays a very important information. By mastering
technology and information, constitute one of the capital to be winners in the global competition. The
importance of students in the loyalty marketing no doubt. Universities are expecting can retain customers
in the long term, even if perhaps forever. Customers who have loyalty will feel an emotional bond with
the organization, with an emotiona bond to make customers loyal and encourage them to continue doing
business with the organization and make recommendations. A loyal student who will be a very valuable
asset for the college. Students who are loyal will provide feedback to the organization. Efforts to build
competitiveness for a college absolutely must be done in order to maintain existence. Some of the steps
that need to be prepared among other things, enhance the image, trust, satisfaction and loyalty of
students. Given the importance of image, trust, satisfaction and customer loyalty will require an analysis
of the image, trust and satisfaction to loyalty student information system with the approach path analisys,
so it can be used by universities to increase loyalty to students. The results showed that image, trust and
satisfaction has a significant positive effect on loyalty student information system.

References


Akbar, M. Muzahid., Parvez, Noorjahan. 2009.

Impact of service quality, trust, and

customer satisfaction on consumer loyalty,

ABAC Journal, Vol. 29, No. 1, pp. 24-38.

Da Silva, R.V. & Alwi, S.F.S. 2008.Online

Corporate Brand Image, Satisfacton, and

Loyalty. Journal of Brand Management.

Vol. 16

Dharmalingam, S., Ramesh, R. and Kannan, K.V.

Investigating the Service Quality

Dimensions to Customer Satisfaction and

Loyalty of New Private Sector Banks in

Tamilnadu –An Empirical Study.Research

journal of Social Science and Management,

(1), pp. 37-46

Elangovan, R., and Sabitha, K. 2011. Customers

Perception towards Internet Banking

Services- A Study with Reference to

Puducherry Territory.SankhyaInternational journal of Management and

Technology, 2 (2), pp. 60-63

Engkos, Acmad. 2007. Cara Menggunakan dan

Memaknai Analisis Jalur. Alfabeta.

Bandung

Ernawati dan Untung Sriwidodo. 2011. Pengaruh

Citra Warung Steak Terhadap Loyalitas

Konsumen Dengan Kepuasan Sebagai

Variabel Mediasi. Jurnal Ekonomi dan

Kewirausahaan. Vol. 11, No. 2, Oktober

: 159 – 171

Ferrinadewi, Erna. 2008. Merek dan Psikologi

Konsumen. Cetakan pertama. Graha Ilmu.

Yogyakarat

Floh, Ame And Treiblmaier, Horst. 2006. What

Keeps The e-Banking Customer Loyal? A

Multigroup Analysis of The Moderating

Role of Consumer Characteristics on eloyalty in the financial Service Industry.

Journal of Electronic Commerce Research.

VOL 7, NO.2, pp 97-110

Gopalakrishnan, J., Mishra, B. B., Gupta, V. K. and

Vetrivel, A. 2011. The Impact of Service

Quality and Customer Satisfaction on

Customer Retention in the Indian Banking

Industry: An Empirical Analysis. Research

Journal of Social Science and

Management, 1 (3), pp. 52-68

Griffin, J,. 2005. Customer Loyalty :

Menumbuhkan dan Mempertahankan

Kesetiaan Pelanggan. Edisi revisi dan

terbaru (terjemahan). Penerbit Erlangga.

Jakarta

Gronroos, C. 2000.Service Management and

Marketing. England: Jhon Wiley and Sons

Ltd

Hallowell, Roger. 1996. The Relationships Of

Customer Satisfaction, Customer Loyalty,

And Profitability: An Empirical Study.

International Journal Of Service Industry

Management. Vol. 7, No. 4, pp. 27-42

Kheng, Lo Liang. 2010. The Impact of Service

Quality on Customer Loyalty: A Study

ofBanks in Penang, Malaysia. International

Journal of Marketing Studies.Vol 2.No. 2.

November 2010

Kim ,H.K., Kim, S.K., Kim, Y.D., Kim, H.J.,&

Kang, H.S. 2006. Brand Equity in Hospital

Marketing. Journal of Business Research.

No.61

Kim,Y.K., Cho, C.H., Ahn, S.K., Goh, I.H., & Kim,

H.J. 2008. A Study on Satisfaction

Focusing upon Outpatients in a Large Sized

Hospital. Total Quality Management

Business Excel

Kotler, Philip. 2009. Manajemen Pemasaran.

Erlangga. Jakarta

Lai,F., Griffin,M. & Babin,B.J. 2009. How Quality,

Value, Image, and Satisfaction

CreateLoyalty at a Chinese Telecom.

Journal of Business Research Vol. 62

Marilees, B.&Fry ,M. 2002. Corporate Branding: A

framework for E-Retaliers. Corporate

Reputation Review Vol. 5

Mosahab Rahim. 2010. Service Quality, Customer

Satisfaction and Loyalty: A Test

ofMediation. International Business

Research.Vol 3, No. 4; October 2010

Porter, S.S., Claycomb,C. 1997. The Influence of

Brand Recognation on Retail Store Image.

Journal of Brand Management.

Pramudyo, Anung. 2012. Pengaruh Citra Merek

Terhadap Loyalitas Melalui Kepuasan

Sebagai Intervening (Studi pada

Mahasiswa Perguruan Tinggi Swasta di

Yogyakarta). JBMA. Vol. I, No. 1, Agustus

Sri Maharsi dan Fenny. 2006. Analisa FaktorFaktor yang Mempengaruhi Kepercayaan

Dan Pengaruh Kepercayaan Terhadap

Loyalitas Pengguna Internet Banking Di

Surabaya, Jurnal Akuntansi dan Keuangan,

Vol. 8, No. 1, pp: 35-51

Umar, Husein. 2008. Metode Penelitian untuk

Skripsi dan Tesis Bisnis. Edisi Kedua. PT

Raja Grafindo Persada. Jakarta

Vanpariya, B. and Ganguly, P. 2010. SERVQUAL

versus Servperf: An Assessment from

Indian Banking Sector. Tims-Quest, 1(1),

pp. 3-13




DOI: https://doi.org/10.36987/informatika.v3i3.222



Creative Commons License
JURNAL INFORMATIKA Oleh Fakultas Sains & Teknologi

1. Manajemen Informatika - Diploma III

2. Teknologi Informasi - Strata 1

3. Sistem Informasi - Strata 1

Universitas Labuhanbatu

http://jurnal.ulb.ac.id/index.php/informatika

http://fst.ulb.ac.id/