The Impact of Service Quality and Customer Satisfaction on Trust of Students at University

Abstract

This research aims to examine the effect of service quality and customer satisfaction on trust. Structural equation modeling was employed in the research, which was conducted in the State University of Jakarta. 255 students were selected as respondents of the research using stratified proportioned random sampling. Results of the research show that: 1) service quality has a direct positive effect on customer satisfaction; 2) service quality has a direct positive effect on trust; and 3) customer satisfaction has direct positive effect on trust. Keywords—service quality; customer satisfaction; trust