Testing the Mediation Effect of Quality of College Life (QLC) on the Influence of Satisfaction of Educational and Administrative Services on Loyalty of Polytechnic Students

Sudi Randa, Syafruddin Chan and T. Roli Ilhamsyah Putra
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Sudi Randa: Master of Management Program, Faculty of Economics and Business, Syiah Kuala University, Indonesia
Syafruddin Chan: Master of Management Program, Faculty of Economics and Business, Syiah Kuala University, Indonesia
T. Roli Ilhamsyah Putra: Master of Management Program, Faculty of Economics and Business, Syiah Kuala University, Indonesia

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 5, 1501-1512

Abstract: This research aims to explore the factors that influence student loyalty at the Aceh Ministry of Health Polytechnic. The factors studied include satisfaction with educational services, satisfaction with administrative services, satisfaction with facilities, and quality of college life. The population of this study were all students at the Aceh Ministry of Health Polytechnic. The sample for this study was determined using the Slovin formula with a sample size of 176 people. Data was collected using a questionnaire with a 5-point Likert scale. Data were analyzed using Structural Equation Modeling (SEM) using IBM SPSS-AMOS version 22 software. The findings of this research show that satisfaction with educational services has a positive effect on student loyalty and the quality of college life. administrative service satisfaction has a positive effect on student loyalty and the quality of college life. Facility satisfaction has a positive effect on the quality of college life. The quality of college life has a positive effect on student loyalty. Facility satisfaction moderates the relationship between educational service satisfaction and quality of college life. The findings of this research have several managerial implications for higher education administrators and decision-makers, namely: Improving the quality of educational services, administrative services, and facilities. Pay attention to synergies between various aspects of the service. Build strong relationships and foster a sense of belonging among students. This research shows that service satisfaction and quality of college life are important factors that influence student loyalty. Universities need to improve service quality and create a positive college environment to increase student loyalty.

Date: 2024
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