<![CDATA[ABSTRACTThis research is performed to test the effect of college students satisfaction on university image, study programs image, and studentââ¬â¢s complaint as well as the implication for studentââ¬â¢s loyalty. The samples of this research are students in Kopertis wilayah III. The data from our survey has pre-tested using Structural Equation Modeling (SEM) to know the significance of the structural model. The report has show that some indicators should be dropped àKeywords: complaint, satisfaction, image of university, image of program, loyaltyABSTRACTPenelitian ini dilakukan untuk menguji pengaruh kepuasan mahasiswa terhadap citra perguruan tinggi dan keluhan mahasiswa terhadap loyalitas mereka terhadap. Sampel penelitian ini adalah para mahasiswa yang kuliah di wilayah Kopertis Wilayah III. Data survey diuji dengan Structural Equation Modeling (SEM) guna mengetahui signifikansi model. Hasil menunjukkan bahwa beberapa indikator perlu dihapuskan.Keywords: Keluhan, kepuasan, citra universitas, citra program studi, loyalitas]]>
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