APPLYING SEM TO ANALYZE THE RELATIONSHIP BETWEEN LOYALTY, TRUST, SATISFACTION, AND QUALITY OF SERVICE FOR STUDENTS IN MATHEMATICS STUDY PROGRAM, STATE UNIVERSITY OF MAKASSAR
Daftar Isi:
- Generally, students of Mathematics Study Program at State University of Makassar (UNM) still have not received optimal services, such as, the services for Practical Work (PKL=Praktek Kerja Lapangan). However, the study program has been providing them with specialized services for PKL. Variables that included in this study were service quality, trust, satisfaction, and loyalty. Various empirical studies show that service quality has a positive influence on satisfaction, and the satisfaction has a potential in building loyalty. This study aimed at testing (confirmatory) the model of the relationship between service quality, trust, satisfaction, and loyalty experienced by the students of Mathematics Study Program at UNM by employing Structural Equation Modeling (SEM).