The Influence of Customer Relationship Management, Website Quality and Service Quality on Student Satisfaction

Randy Eryll Endarwan, Dewi Murtiningsih

2019

Abstract

This research aims to determine the influence of customer relationship management on student satisfaction, website quality on student satisfaction and service quality on student satisfaction. This research is explanatory research. The population in this research were bachelor degree student (S1) in five Faculties of Budi Luhur University Jakarta who had taken 4th semester of education. Data was collected using a questionnaire that was tested for reliability and validity. The study sample used proportional random sampling with the number of respondents are 110 students. Data were analyzed by SEM-PLS. The results of this study are customer relationship management influences student satisfaction; website quality influences student satisfaction; service quality influences student satisfaction.

Paper Citation

in Harvard Style

Endarwan R. and Murtiningsih D. (2019). The Influence of Customer Relationship Management, Website Quality and Service Quality on Student Satisfaction.In Proceedings of the 1st International Conference on IT, Communication and Technology for Better Life - Volume 1: ICT4BL, ISBN 978-989-758-429-9, pages 153-159. DOI: 10.5220/0008931001530159

in Bibtex Style

@conference{ict4bl19,
author={Randy Eryll Endarwan and Dewi Murtiningsih},
title={The Influence of Customer Relationship Management, Website Quality and Service Quality on Student Satisfaction},
booktitle={Proceedings of the 1st International Conference on IT, Communication and Technology for Better Life - Volume 1: ICT4BL,},
year={2019},
pages={153-159},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008931001530159},
isbn={978-989-758-429-9},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 1st International Conference on IT, Communication and Technology for Better Life - Volume 1: ICT4BL,
TI - The Influence of Customer Relationship Management, Website Quality and Service Quality on Student Satisfaction
SN - 978-989-758-429-9
AU - Endarwan R.
AU - Murtiningsih D.
PY - 2019
SP - 153
EP - 159
DO - 10.5220/0008931001530159