Abstract
The purpose of this study was to determine the effect of academic service quality, lecturer competence and institutional image on student satisfaction at the National Maritime Academy, Greater Jakarta. The research design used an explanative research design using a quantitative approach that explains the relationship between variables. The research object is the students of the National Maritime Academy, Jakarta Raya, with a sample size of 135 students. Sample selection by purposive sampling. Primary data from filling out questionnaires by respondents. Statistical analysis used SPSS version 25.0 and Lisrel 8.80 applications to process Structural Equation Modeling (SEM) data. The results of the study, stated that the variable service quality has a positive effect on student satisfaction, while the variable Lecturer competence has no significant effect on student satisfaction as well as the institutional image variable has a negative effect on student satisfaction.
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