The Effects of Educational Service Quality on Student Performance through Student Satisfaction

2017 ◽  
Vol 29 (2) ◽  
pp. 560-569 ◽  
Author(s):  
Won-Geun SO ◽  
Ha-Kyun KIM
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Student Performance ◽  
Educational Service

scholarly journals Analisa Kepuasan Mahasiswa terhadap Kualitas Pelayanan Pendidikan

2020 ◽  
Vol 19 (1) ◽  
pp. 24-29
Author(s):  
Ni Luh Anik Puspa Ningsih ◽  
Dewa Ayu Putu Niti Widari ◽  
I Made Artawan
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Private University ◽  
Quality Of Education ◽  
Educational Service ◽  
Education Services ◽  
Level Of Satisfaction ◽  
Survey Results ◽  
The University

Abstract-During the learning process, students have experience with educational services at the University. This experience will create a perspective on the quality of education services provided. This will be related to the level of student satisfaction. This level of satisfaction will made an opinions. That generally will quickly spread, to family, friends and society. Bad opinion will affect the University's image, so it is important to analyze student satisfaction. A survey are held to gain information about student satisfaction.. This research was conducted at Warmadewa University, a private university in Denpasar, Bali. Survey results are summarized in the index of student satisfaction with the quality of education services at Warmadewa University. Based on the dimensions of service quality, namely tangibles, reliability, empathy, responsiveness, assurance students feel "satisfied". The overall survey results show that students assess the quality of education services at a "satisfying" level. Keywords: Student Satisfaction; Educational Service Quality Abstrak-Selama proses pembelajaran, mahasiswa memiliki pengalaman terkait pelayanan pendidikan di Universitas. Pengalaman ini menciptakan persepsi terhadap kualitas pelayanan pendidikan yang akan membentuk kepuasan bagi mahasiswa. Tingkat kepuasan tertentu akan membentuk opini. Ini akan menyebar dengan cepat, pada keluarga, teman dan masyarakat. Persepsi yang buruk akan mempengaruhi citra Universitas. Tujuan dari penelitian ini untuk menganalisa tingkat kepuasan mahasiswa terhadap kualitas pelayanan pendidikan di Universitas. Populasi penelitian ini adalah seluruh mahasiswa aktif Penelitian ini dilakukan di Universitas Warmadewa, Denpasar, Bali. Penelitian dilakukan dengan metode survey. Hasil survey terangkum dalam indeks kepuasan mahasiswa terhadap kualitas pelayanan pendidikan di Universitas Warmadewa. Berdasarkan dimensi kualitas layanan yaitu bukti fisik, kehandalan, empati, daya tanggap dan jaminan, mahasiswa merasa “puas”. Hasil survey keseluruhan menunjukkan bahwa mahasiswa menilai kualitas layanan pendidikan pada tingkat “memuaskan” Kata kunci : Kepuasan Mahasiswa ; Kualitas Pelayanan Pendidikan

scholarly journals Exploring educational service quality and improvement priorities from the viewpoints of health sciences students using the SERVQUAL model

2021 ◽  
Author(s):  
Mohammed Al-Rabia ◽  
Ismail Fasfous ◽  
Mohamed Eldigre ◽  
Ahmed Aldarmahi ◽  
Sami Alzahrani ◽  
...  
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Demographic Data ◽  
Cross Sectional Study ◽  
Educational Service ◽  
Medical Sciences ◽  
Cross Sectional ◽  
Significant Difference ◽  
Gap Values

Abstract Background In higher education institutes, there are competitive and tussling environments to provide students with a high educational and service quality. Service quality is the key to meet or exceed student expectations. The quality of health systems, therefore; would be directly dependent on the quality of medical sciences education. In the current study, the modified SERVQUAL model was applied to assess the quality of the educational service provided at King Abdulaziz University (KAU) in Saudi Arabia. Methods This is a descriptive, cross-sectional study that was conducted within the Faculties of Medicine, Applied Medical Sciences, Dentistry, and Pharmacy. Through applying the modified SERVQUAL model, the gap between students' perceptions and expectations was calculated and correlated with other demographic data. The ratio of students’ perception to their expectation was calculated as a probe of student satisfaction in the current educational services to enable prioritizing items for improvement. Results The response rate was 89% (n = 266). Out of the 266 participants, 87% were females and 13% were males. Comparisons between the gap values of male and female students showed a significant difference in the assurance and responsiveness dimensions of the educational service quality at KAU. The results showed that all items have negative gap values (except item 24). The findings showed a significant difference of students’ opinion in SERVQUAL dimensions among different Faculties except in empathy. Conclusion The findings of this study showed that all dimensions were not up to the expectations of students. Reliability dimension and its items should be given the highest priority for improvement based on gap, ratio, and service improved matrix. The findings of this study will be very useful for the higher management to design the University Strategic Plan with well-defined direction and priorities for the improvement processes based on SERVQUAL outcomes.

scholarly journals IDENTIFYING THE DOMINANT FACTOR OF EDUCATIONAL SERVICE QUALITY FOR THE FACULTY OF ECONOMICS AT MALIKUSSALEH UNIVERSITY

2019 ◽  
Vol 9 (1) ◽  
pp. 44
Author(s):  
Naufal Bachri ◽  
Jullimursyida Ganto ◽  
Ahmad Azmi M. Ariffin ◽  
Azhar Hj. Ahmad
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Work Motivation ◽  
Interpersonal Behavior ◽  
Dominant Factor ◽  
Educational Service ◽  
Dominant Dimension ◽  
Five Dimensions ◽  
Employees Satisfaction ◽  
Students Satisfaction

<p class="Style8">This study seeks to identify the dominant factor of educational service quality that influences the student satisfaction. This study was carried out at Faculty of Economics, Malikussaleh University in Indonesia involving five departments such as economics, management, business, accounting and secretarial. Only a total of 213 questionnaires were collected. The instruments were modified from Educational Service Quality (ESQ) model by Holdford and Patkar. SPSS (version 12.0) was used to run the data gathered. The exploratory factor analysis for students' response of educational service quality created five dimensions namely; facilities, faculty interpersonal behavior, faculty expertise, faculty communication and administration. The multiple regressions analysis showed that all dimensions simultaneously influenced students' satisfaction with a strong correlation. The t-test in the regression analysis indicated that the faculty communication dimension was the dominant dimension which influenced students' satisfaction whereas the interpersonal behavior dimension did not influence significantly the student&amp; satisfaction. Thus, the Faculty needs to focus on employees' improvement because employees' satisfaction would influence students' satisfaction. Besides training to improve the knowledge and skills of employees, work motivation was also a key element that had to be considered by the Faculty of Economics.</p><p class="Style1"><strong>Keywords: </strong>educational service quality and satisfaction</p>

Managerial Implications of Student Activity Information System Implementation at Faculty of Business and Management

2020 ◽  
Vol 5 (1) ◽  
pp. 41
Author(s):  
Norshima Humadi ◽  
Muhamad Sukor Jaafar ◽  
Melissa Shahrom ◽  
Siti Halijjah Shariff
Keyword(s):  
Information System ◽  
Service Quality ◽  
Student Satisfaction ◽  
Direct Effect ◽  
Quality Model ◽  
Application Process ◽  
Student Activity ◽  
Managerial Implications ◽  
Business And Management ◽  
Activity Information

Faculty of Business and Management – Student Activity Information System (FBM-SAIS) was developed with an aim to manage the student activity application process effectively through the Internet. This study was conducted to determine the managerial implications of FBM-SAIS implementation to FBM, UiTM Selangor by focusing on the manpower and financial impact, as well as to determine the direct effect of SAIS Service Quality on SAIS student satisfaction. This study proposed SAIS ServiceQuality as a higher-order factor in order to determine a direct effect of SAIS Service Quality on student satisfaction towards SAIS implementation. Interviews were conducted to identify the managerial implications of student activity application process before and after SAIS implementation. Meanwhile, the quantitative data was gathered from 94 SAIS users who were FBM students through e-survey and was analyzed by using SmartPLS 3.0. The interview results showed that the implementation of SAIS did have an impact on the Faculty, such as increasing staff productivity and reducing costs. Moreover, the PLS-SEM analysis results showed that SAIS Service Quality positively influenced student satisfaction towards FBMSAIS implementation. This study provides an empirical validation of the SAIS Service Quality Model in the context of Higher Education.

PENGARUH KUALITAS PELAYANAN, HARGA DAN CITRA MEREK TERHADAP KEPUASAN MAHASISWA

2019 ◽  
Vol 8 (2) ◽  
pp. 104
Author(s):  
Titim Nurlia
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Research Result ◽  
Coefficient Of Determination ◽  
F Test ◽  
Fierce Competition ◽  
Students Satisfaction

<p>Highly competition requires university to be more sensitive to the interest students as one of stakeholders. Polytechnic LP3I Jakarta Campus Cimone has many competitors amid the dynamics of increasingly fierce competition of higher education. This research aims to analyze the effect of Service quality, Price and Brand Image of Students Satisfaction. A theory used in research is based on opinion from Andriyani, Suwandi Mananeke &amp; Taroreh, Fatriansyah. There is an effect between Service Quality, Price and Brand Image to Customer Satisfaction. This research use a quantitative method by distributing a questionnaire. The amount of population are 408 students and the sample is 80 people by Slovin formulas. Based on research result using linear regression analysis multiple SPSS version 20 indicated that: The independent variable Service Quality, Price and Brand Image jointly tested by F test proved positive and significant influence on the Student Satisfaction and the magnitude of the effect seen from the coefficient of determination (R<sub>2</sub>) was 41,8 %. To test the hypothesis of the use F test and t test. While price do not have effect significant influence on students satisfaction.</p><p> </p><strong>Keywords:</strong> service quality, price, brand image, student’s satisfaction

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