PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN DAN BRAND IMAGE TERHADAP KEPUASAN SISWA

(STUDI PADA SMK KARTIKA X-02 JAKARTA PERIODE MARET – MEI 2018)

Abstract

Student satisfaction is the student's happy feeling that comes after comparing the performance of the product / service with the expected outcomes (results). Student satisfaction is influenced by various factors both internal and external.

This study aims to examine the effect of service quality, trust, and brand image on student satisfaction.

The research methodology used in this research is quantitative. The data used as the primary data in this study were collected through questionnaires. The population in this study were 2nd and 3rd graders of SMK Kartika X-02, Jakarta, with a sample of 87 students. Before the data is used to test the hypothesis, first tested the validity and reliability test. Data analysis for hypothesis testing using Multiple Linear Regression with the help of SPSS software version 22.

The results showed that the quality of service, trust, and brand image have a positive and significant impact on student satisfaction