Dian Oktarina


This study aims to determine student responses to student satisfaction and image, how service quality of Universitas Muhammadiyah Metro (UM Metro) affects partially and simultaneously on UM Metro image and the direct effect of UM Metro service quality on image. A total of 314 respondents used as research samples with a sampling technique in the form of proportional random sampling, which was then carried out by processing the data with the help of SPSS software version 25. The results of calculations using multiple regression analysis obtained tangible direct positive effect on UM Metro image. Empathy has a positive direct effect on the image of UM Metro. Responsive has a positive direct effect on the image of UM Metro. Reliability has a positive direct effect on the image of UM Metro. Assurance has a positive direct effect on the image of UM Metro. The results of this study contribute to the service quality and image of UM Metro, the service of lecturers and education staff to students which in turn will have an impact on UM Metro image.

Keywords: Image, Service Quality (TERRA)

Full Text:



Chun, R. (2005). Corporate reputation: Meaning and measurement ’, International Journal of Management Reviews , 7 (2) , 91 – 109.

Fombrun, C. J., Gardberg, N. A. & Sever J. (2000). The reputation quotientSM: A multi-stakeholder measure of corporate reputation. The Journal of Brand Management. 7 (4) hlm. 241-255.

Fombrun, C. J. & Gardberg, N. A. (2000). Who’s top in corporate reputation?.Corporate Reputation Review. 3 (1) hlm. 13-17.

Fombrun, C. J. & Gardberg, N. A. (2006). Corporate Citizenship: Creating intangible assets across institutional environment. Academy of Management Review. 31 (2) hlm. 329-346.

Frederick hong kit yim, Rolph e. Anderson dan srinivasanswaminathan. (2004). ,”customer relationship management: its dimention and effect on customer outcomes.” The Journal Of Personal Selling And Sales Management, vol 24. No. 4. Customer relationship management: strategy, process, and technology ( fall, 2004)pp., 263-278.

Ghozali, Imam. (2005). Aplikasi Analisis Multivariate dengan SPSS. Semarang: Badan Penerbit UNDIP.

Hashim Zamer, Anam Tara, UzmaKausar dan Aisha Moshin. (2015). Impact of service quality, corporate image, and customer satisfaction towards customers perceived value in the banking sector in Pakistan. International of Bank Marketing, vol 33. Iss 4 pp. 442-456.

Helgesen, Oyvind., and, Erik Nesset. (2007). Images, satisfaction and antecedents: drivers of student loyalty? A case study of a Norwegian University College“, Corporate Reputation Review, Vol. 10 No. 1 p. 38-59.

Kalakota, Ravi., & Marcia Robinson. (2001). E- Business 2.0. Roadmap For Success. USA: Addion-Wesley.

Keller, Kevin Lane. (2008). Strategic Brand Management, 3rd edition, Upper Saddle River, NJ: Pearson Prentice-Hall.

Kincaid, Judith W. (2003). Customer Relationship Management: Getting It Right. New Jersey. Prentice Hall.

Laudon, Kenneth C. and Carol Guercio Traver. (2002). E-Commerce :Business, Technology, Society. USA: Pearson Education, Inc.

Lukas, Ade Paul. (2001). Customer And Partner Relationship Management.Jakarta : Telematic Research Group.

Nhan Nguyen., & Gaston Leblanc. (1998). ”the mediating role of corporate image on customers’ retention decitions: an investigations in financial service.”International Journal. Vol.16 No.2 p. 52-65.

Parasuraman, A ., Zeithaml , V.A., & Berry, L.L. (1988). ‘ SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality ’ , Journal of Retailing , 64 (1) , 12 – 40.

Parasuraman , A . , Zeithaml , V . A . and Berry , L . L . (1994) ‘ Alternative scales for measuring service quality: A comparative assessment based on psychonometric and diagnostic criteria ’ , Journal of Retailing , 70 (3) , 201 – 230.

Sugiyono. (2010). Metode penelitian bisnis: Pendekatan kuantitatif, kualitatif dan R&D. Bandung: Alfabeta.

Selame , E . and Selame , J . (1988) The Company Image Building your Identity and Infl uence in the Marketplace , John Wiley and Sons, New York .

Schuler, M. (2004) ‘ Management of the organizational image: A method for organizational image confi guration ’ , Corporate Reputation Review , 7 (1) , 37 – 53 .

Sumberlain: International CollegesAndUniversities)

Singarimbun, M., & Effendi S. (1995). MetodePenelitian Survey. LP3S. Jakarta

Sabihaini., (2002), Analisis Konsekuensi Keperilakuan Kualitas Layanan; Suatu Kajian Empirik, Usahawan, No. 02 Th xxxi pp.29-36.

Tjiptono, Fandy. 2011. Service Quality, and Customer Satisfaction. EdisiTiga. Yogyakarta. Andi

Xian, Gou Li, dkk. 2011. Corporate-, Product-, and User-Image Dimensions and Purchase Intentions. Journal of Computers, (6)9: 1875 1879.

Yim, Frederick Hong Kit, Rolph E. Anderson & Srinivasan Swaminathan. 2004. Customer Relationship Management: Its Dimmentions And Effect On Customer Outcomes.

Zeithaml , V. A. (2000). ‘ Service quality, profi tability, and the economic worth of customers: What we know and what we need to learn ’ , Journal of the Academy of Marketing Science , 28 (1) , 67 – 85.

Zeithaml, Valarie A and Bitner, Mary Jo. (2002). Service Marketing. McGraw Hill Inc, Int’l Edition, New York.

DOI: 10.24127/jm.v15i1.590

Article Metrics

Abstract view : 88 times
PDF - 51 times


  • There are currently no refbacks.

This journal has been indexed by: