The Effect of Service Quality and Reputation on Student Satisfaction using Service Value as Intervening Variables

Siti Rofingatun; Rudiawie Larasati

Siti Rofingatun Universitas Cenderawasih Papua, Indonesia
Rudiawie Larasati Universitas Cenderawasih Papua, Indonesia

Keywords: Service quality, Reputation, Service value, Student satisfaction

Abstract

The study aims at testing and analyzing the influence of Service Quality and Reputation on Student Satisfaction. This study also uses one intervening variable, namely, Service Value. The research location is a higher education institution in Jayapura City, especially in the Accounting Study Program. The sampling technique in this study was purposive sampling. In this study, Respondents were 68 people, consisting of several universities such as Cenderawasih University, Yapis Papua University, Jayapura University of Science and Technology, and Ottow Geisler University. The analysis model used is Path Analysis using SmartPLS. 3. The results of this study indicate that the variable service quality and reputation affects service value. Service value also affects student satisfaction. While Service Quality affects student satisfaction through Service Value and Reputation affects student satisfaction through Service Value.

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