Title:
THE EFFECT OF SERVICE AND EDUCATIONAL FACILITY ON SATISFACTION AND ITS IMPACT ON STUDENT TRUST: CASE STUDY IN D3 FEB USK

Authors:
*Natasya Amelia Yosa, Muhammad Adam and Nurdasila ,Indonesia

Abstract:
This study intends to examine the effect of service and educational facility on satisfaction and its impact on student trust. This study was conducted at the Diploma Program of the Faculty of Economics and Business, Universitas Syiah Kuala (D3 FEB USK), Indonesia. The population of this research is 1648 students who have taken the second semester of the D3 FEB USK Program who are active in the 2017/2018 academic year. The number of samples in this research was 175 people who were taken based on the number of indicators multiplied by 5, namely 35 indicators x 5. The data were analyzed using the Structural Equation Modeling (SEM) method. The results reveal that in proving the descriptive hypothesis, it is proven that the achievements of the service, facilities, satisfaction and student trust variables in the USK FEB D3 Program are good. In the direct model path, service significantly affects student satisfaction, educational facilities significantly affect student satisfaction, service significantly affects student trust, educational facilities significantly affect student trust, and satisfaction significantly affects student trust. In the indirect model path, the results prove that student satisfaction mediates the effect of service on student trust and the effect of educational facilities on student trust. The results also reveal that satisfaction plays a role as a partial mediator in mediating exogenous to endogenous variables. This model can be a reference for academics and further researchers to develop a model for increasing trust in educational institutions. Further researchers can develop this model by adding other variables such as the brand image or brand equity of educational institutions. This model is also able to contribute to the formulation of strategies to increase student trust in D3 FEB USK.