Influence Quality Service to Satisfaction and Loyalty Student, Study Empirical on Users UMS Library

Chandrika Kusumastuti, Anton Agus Setyawan

Abstract


This study aims to analyze the influence of service quality and internet access in mediating the relationship between user satisfaction and user loyalty. The population and sample of this research are users and visitors of the UMS library. In this study, there were 200 respondents. The type of data used in this research is primary data. The data collection method uses a questionnaire and is processed using a path analysis tool with AMOS 22. The results of this study indicate that service quality has a positive and significant effect on user satisfaction, service quality has a positive and significant effect on user loyalty, user satisfaction has a positive and significant effect on loyalty users, internet access has a positive and significant effect on user satisfaction, internet access has a positive and significant effect on user loyalty



Keywords


service quality, internet access, user satisfaction, and user loyalty.

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References


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DOI: https://doi.org/10.30596/miceb.v1i0.129

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