The Influence of Academic Performance and Service Quality on Loyalty through Student Satisfaction at the Institut Ciencia Saude Timor-Leste

Abstract

The millennial era has made tough competition in the world of education even more competitive. Many fields of education are feeling the competition today. Therefor there are many promising opportunities for an educational institution to meet the needs of the educational institution itself and for the students themselves to understand all the sources of existing needs. Therefor, this research was conducted to determine the effect of academic performance and service quality on loyalty through student satisfaction. The object of this research are students who are undergoing or active as students who are educated at the Institut Cienca Saude Timor-Leste. The objects of this research are students at the Institut Ciencia Saude Timor-Leste. Data was collected using a questionnaire that was filled out by respondents in semester two to semester five. The results of data processing show that academic performance has a direct effect on loyalty. Academic performance affects student satisfaction directly. Service Quality affects student satisfaction directly. Student satisfaction directly affects Loyalty. Meanwhile, academic performance affects loyalty through student satisfaction. In addition, Service Quality affects Loyalty through student satisfaction. It can also be concluded that academic performance influences loyalty. The suggestions put forward in this study are to increase student loyalty, it must increase academic performance and service quality in the education curriculum.