Sustaining Customer Loyalty in Higher Education

Marcellia Susan, Jacinta Winarto, Agus Aribowo, Yusuf Raihin, Martalena Martalena, Herlina Herlina, Herman Kambono, Enny Prayogo

2021

Abstract

Service providers conduct various efforts to achieve more than just short-term targets. Their efforts not only focus on providing the best value for customers but also to obtain their loyalty. In the context of higher education, customer loyalty implicitly indicates the existence of a long-term relationship between higher education institutions and their students. The study aims to determine the effect of student satisfaction related to various aspects provided by higher education institutions on their loyalty. Data were collected from respondents through questionnaires which were then processed using multiple regression methods to determine the interrelationship between research variables. The results show the impact of student satisfaction on student loyalty, and it is expected to be beneficial to higher education institutions to obtain an overview of student satisfaction with both academic and non-academic aspects that can sustain student loyalty and prioritize their decision based on these factors.

Paper Citation

in Harvard Style

Susan M., Winarto J., Aribowo A., Raihin Y., Martalena M., Herlina H., Kambono H. and Prayogo E. (2021). Sustaining Customer Loyalty in Higher Education. In Proceedings of the 1st International Conference on Emerging Issues in Humanity Studies and Social Sciences - Volume 1: ICE-HUMS, ISBN 978-989-758-604-0, pages 151-154. DOI: 10.5220/0010745700003112

in Bibtex Style

@conference{ice-hums21,
author={Marcellia Susan and Jacinta Winarto and Agus Aribowo and Yusuf Raihin and Martalena Martalena and Herlina Herlina and Herman Kambono and Enny Prayogo},
title={Sustaining Customer Loyalty in Higher Education},
booktitle={Proceedings of the 1st International Conference on Emerging Issues in Humanity Studies and Social Sciences - Volume 1: ICE-HUMS,},
year={2021},
pages={151-154},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010745700003112},
isbn={978-989-758-604-0},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 1st International Conference on Emerging Issues in Humanity Studies and Social Sciences - Volume 1: ICE-HUMS,
TI - Sustaining Customer Loyalty in Higher Education
SN - 978-989-758-604-0
AU - Susan M.
AU - Winarto J.
AU - Aribowo A.
AU - Raihin Y.
AU - Martalena M.
AU - Herlina H.
AU - Kambono H.
AU - Prayogo E.
PY - 2021
SP - 151
EP - 154
DO - 10.5220/0010745700003112