How Do Undergraduate Tourism Students Perceive the Service Quality in their Educational Institution? An Assessment Using the SERVQUAL Framework

2021 ◽  
Vol 12 (4) ◽  
pp. 1076
Author(s):  
Kevin FUCHS
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Service Sector ◽  
Educational Institution ◽  
Tourism Industry ◽  
Educational Process ◽  
Service Industries ◽  
Business World ◽  
Tourism Education

Tourism education is an important component and contributor to the tourism industry's global success, particularly as technology and innovation become more prevalent in the hospitality and tourism sectors around the world. Several studies have been conducted on student perceptions of tourism education and the tourism industry's long-term viability in the current and future environment. The importance of a capable, competent, passionate, and dedicated workforce in the service industries in general, and the tourism industry in particular, cannot be overstated. Related studies have also suggested that in the service sector, workers' optimistic attitudes about their work are critical for customer loyalty and satisfaction. Service quality and customer service are leading principles in the business world. Assessing educational service quality is important for encouraging and providing feedback on the effectiveness of educational plans and their execution as higher education institutions compete for competitive advantages and high service quality. In a number of universities, as well as further afield, monitoring student satisfaction with education quality has become an important part of the educational process. This study shows how to use the SERVQUAL system to measure student satisfaction in a more effective way.It entails the use of the SERVQUAL methodology to query and survey five factors related to student services. The proposed instrument was tested on 400 undergraduate tourism students at a large regional university in Thailand. The approach's utility in collecting tourism students' impressions, evaluating them, and reducing them to a form usable by management as an off-the-shelf service quality evaluation tool is demonstrated by rigorous study.

scholarly journals PENGARUH KUALITAS LAYANAN PENDIDIKAN TERHADAP KEPUASAN MAHASISWA PROGRAM STUDI MANAJEMEN FAKULTAS EKONOMI PADA UNIVERSITAS SWASTA DI BANDAR LAMPUNG

2019 ◽  
Vol 10 (01) ◽  
pp. 76-99
Author(s):  
Endang Siswati Prihastuti ◽  
Syahril Daud
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Structural Equation ◽  
Educational Process ◽  
Policy Implications ◽  
Equation Modeling ◽  
Educational Services

This study aims to determine the description of the quality of educational services to student satisfaction after attending the educational process, and the results of this study are used to increase student satisfaction in the future. The population of this research is the management study program students at the Faculty of Economics, Private Universities in Bandar Lampung in 2014, 2015 and 2016. Determination of the size of the sample uses the Isaac and Michael tables with a 5% confidence level and determines the sample members with stratified random sampling. The data analysis technique used is Structural Equation Modeling (SEM), an analysis that combines factor analysis approaches, structural models (Structural Model), and path analysis (Path Analysis). The exogenous variable education service quality (X) consists of tangibles, reliability, responsiveness, assurance and empathy. Whereas endogenous variables of satisfaction (Y) are cognition, affective and psychomotor. The results showed that 1) a description of the quality of educational services according to students' perceptions as a whole including good categories.variable service quality Tangible, reliability, empathy, assurance is more important than responsiveness, 2) description of student satisfaction after attending the education process according to overall student perceptions including good categories, 3) quality of education services has a significant effect on student satisfaction, 4) policy implications indicate the need for improvement in terms of; a) cleanliness of the lecture room, b) resolve student complaints, c) handle administration quickly, d) pay attention to a controlled period of education, e) hospitality of employees in providing services.

scholarly journals Using the SERVQUAL Framework to Examine the Service Quality in Higher Education in Thailand

2021 ◽  
Author(s):  
Kevin Fuchs ◽  
Keerati Fangpong
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Customer Service ◽  
Undergraduate Students ◽  
Driving Forces ◽  
Business Students ◽  
Quality Measurement ◽  
Educational Process ◽  
Business Community ◽  
Measurement Tool

Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation. Monitoring student satisfaction with education quality has become an integral part of the educational process in not only a number of universities, but also further afield. This research presents an enhanced approach to using the SERVQUAL framework for measuring student satisfaction. It involves the use of factors concerning student services that are queried and surveyed using the SERVQUAL methodology. The proposed instrument was tested at a regional university in Thailand with a sample of 400 undergraduate students. Rigorous analysis demonstrates the usefulness of the approach in gathering business students’ perceptions, analyzing them, and reducing them to a form usable by management as an off-the-shelf service quality measurement tool.

scholarly journals Training teachers of mathematics under the conditions of introduction of the professional standard

2021 ◽  
Vol 26 (4) ◽  
pp. 154-160
Author(s):  
Alyona S. Babenko ◽  
Nataliya L. Margolina ◽  
Tat’yana N. Matytsina ◽  
Kirill Ye. Shiryayev
Keyword(s):  
Educational Program ◽  
Service Sector ◽  
Educational Institution ◽  
Extreme Points ◽  
School Curriculum ◽  
Educational Process ◽  
Future Teacher ◽  
Professional Activity ◽  
Professional Standard ◽  
The Future

This article belongs to the field of methodological science that analyzes the interaction of school mathematics with the teaching of mathematical disciplines in higher educational institutions, in particular, to students of pedagogical directions. The article presents two extreme points of view on modern education. The first of them perceives education as a kind of value, completely ignoring the relevance of this or that educational program. The second focuses exclusively on the market conditions of the educational program, perceiving an educational institution as an enterprise in the service sector. The authors of the article criticize both extremes, considering the educational process as a phenomenon that combines the features of both value and market phenomena. Further, in the presented work, an attempt is made to answer the question, is knowledge of only the school curriculum of mathematics sufficient for high-quality professional activity in school as a teacher? The authors of the article unequivocally answer this question - no, not enough. A number of examples are given when the knowledge of university special mathematical disciplines not only contributes to a more perfect knowledge of the taught subject in the future teacher, but is also fundamentally necessary for the formation of specific skills and abilities of the future teacher of mathematics. As examples, such mathematical sections as complex numbers, the theory of limits, the construction of counterexamples, projective geometry, etc. The work also provides links to the professional standard of a pedagogue, adopted in 2019.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

2015 ◽  
Vol 5 (1) ◽  
pp. 24
Author(s):  
Eny Sulistyowati ◽  
Sobirin Maliyan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Tourist Attraction ◽  
Business World ◽  
Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

Improving the Technology for Training Personnel in the Service Sector

2020 ◽  
Vol 11 (6) ◽  
pp. 1378
Author(s):  
Elena Petrovna ZVYAGINTSEVA ◽  
Irina Vladimirovna ZENKINA ◽  
Elena Borisovna MANAKHOVA ◽  
Elena Nikolaevna BORISOVA ◽  
Olga Valeryevna LYSIKOVA
Keyword(s):  
Professional Education ◽  
Service Sector ◽  
Holistic Approach ◽  
Educational Process ◽  
Theory And Practice ◽  
Educational Institutions ◽  
Tourism Education ◽  
State Educational ◽  
Additional Education ◽  
And Training

The article is devoted to improving the technology of personnel training in the service sector. It is established that the cooperation of public associations and enterprises of various ownership forms with state and non-state educational institutions, as a principle of the system’s formation, has allowed for the introduction of a multi-level approach to the training of the service sector specialists with the simultaneous inclusion of additional education systems. Thus, the system of service education, combined with additional education, creates a fundamental position of education for service professionals. The authors have found that the features of the educational process in the service activities are regulatory support for the content of tourism education, a holistic approach to the content of education and training, consideration of the organic unity of general and professional education, strong links between theory and practice, and the partnership between the spheres of education and labour.

A study on the key success factors of service quality for international hotels

2014 ◽  
Vol 64 (Supplement-2) ◽  
pp. 25-37
Author(s):  
Wan-Yu Chang
Keyword(s):  
Service Quality ◽  
Success Factors ◽  
Analytic Network Process ◽  
Tourism Industry ◽  
Service Industries ◽  
Questionnaire Response ◽  
Key Success Factors ◽  
International Tourist ◽  
Network Process ◽  
Tourism Services

With Taiwan ROC’s economic growth, the importance of service industries has gradually increased. Tourism services, as a comprehensive undertaking with multiple objectives, contribute greatly to the foreign exchange earnings of the country. Specifically, international hotels, which provide accommodation, catering, shopping, socializing, committee rooms and recreation, play a crucial role in the tourism industry. The current study adopted the Delphi method and offered an anonymous channel for conveying opinions. After repetitive consultations, summarizations and revisions, the analytic network process (ANP) principles for the study were finally constructed. The subjects of the study were clients of international tourist hotels in the Taipei area. In total, 250 questionnaires were distributed, and 176 valid questionnaires were collected, at a questionnaire response rate of 70%. As the results demonstrated, the most significant dimension was “Responsiveness” (weight = 0.238): which accounted for 23.8% of the overall weights. Other dimensions were also important: “Assurance” (weight = 0.217), “Reliability” (weight = 0.205), “Empathy” (weight = 0. 183), and “Tangibles” (weight = 0.157). The research results showed that “Responsiveness” was of the greatest importance for service quality in international tourist hotels. The data compiled from the overall weights of evaluation indicators of the service quality for the international hotels showed that, among the 16 evaluation indicators, the top five indexes were ranked, based on importance, as follows: service willingness, expertise, responsiveness, reliability, and cordiality.

scholarly journals Kualitas Pengajar dan Hubungannya dengan Kepuasan Mahasiswa di Sekolah Tinggi Pariwisata X

2010 ◽  
Vol 1 (2) ◽  
pp. 556
Author(s):  
Kukuh Galih Subekti
Keyword(s):  
Educational Institution ◽  
Research Field ◽  
Tourism Industry ◽  
Reciprocal Teaching ◽  
Educational Institutions ◽  
Quality Teachers ◽  
Skilled Manpower ◽  
Tourism Education ◽  
Students As Customers ◽  
Advanced System

Educational institution as a provider of skilled manpower in the tourism industry is the focus of the research field of tourism. Education was instrumental in creating quality human resources. Education in the teaching process can be interpreted as a process of creating a quality resource. Today many emerging institutions or educational institutions have a similar goal, promoting competition in terms of absorption of students with the advanced system of teaching, facilities and quality teachers. Students as customers of the educational institution require the services here in the form of reciprocal teaching with payments to educational institutions. Students can stay in one educational institution if the service of educational institutions provides benefits to student functions. 

Development and Testing of an Education Service Quality Model [Abstract]

10.28945/4781 ◽  
2021 ◽  
Author(s):  
William D Senn ◽  
Gayle Prybutok ◽  
Kittipong Boonme ◽  
Victor R. Prybutok
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Latent Variables ◽  
Structural Equation ◽  
Future Research ◽  
Effective Manner ◽  
Education Service ◽  
Auxiliary Services

Aim/Purpose: This study builds upon theory to develop and test a parsimonious model of service quality importance, the Higher Education Service Quality Importance (HESQI) Model, for use in standardized, frequent surveys of student satisfaction in higher education service delivery. Background: Educational institutions operating in the higher education marketplace are facing increased competition for students. In order to be competitive in terms of the student services provided, these institutions need a method to evaluate and measure, on a frequent and recurring basis, the quality and performance of their services. Methodology: A survey was developed and administered to a stratified random sample of 1,400 students at a large public university in the southwestern United States. The 56% response rate was comprised of 790 total respondents. Partial least squares structural equation modelling (PLS-SEM) was used to analyze model constructs and latent variables. Reliability, validity, non-response bias, and common method bias were assessed as part of the research. Contribution: The HESQI is a compact, parsimonious instrument that can be administered in a cost-effective manner for faster, point-in-time checks of student satisfaction with less survey fatigue than larger instruments. Findings Service quality is significantly correlated with student satisfaction. The developed model is capable of explaining nearly 70% of the variance in student perceptions of satisfaction. Recommendations for Practitioners: The developed HESQI instrument addresses the need for a quick and easy measurement instrument to assess student satisfaction in higher education institutions. The HESQI instrument simplifies data collection and analysis and can be used on a frequent and ongoing basis to gain rapid insight into service and quality issues affecting students. Recommendations for Researchers: The development of the HESQI provides an instrument that researchers can use to study the delivery of auxiliary services in higher education. In addition, the methodology used has implications for how to develop and test other parsimonious instrument for use in other contexts. Impact on Society: Higher education is of critical value to societal mobility. As such providing a better experience for those who seek education is important and services are an important part of that experience. The HESQI has an important role in helping to improve that experience because it allows measuring the satisfaction with changes that are made to improve auxiliary services which are important to the overall environment and experience. Future Research: Future research may be carried out to further validate and confirm the research findings and use it in other environments. Also, research may consider a single item instrument in similar environments.

Impact of Student Satisfaction towards Customer Evaluation of Hei's With Reference to Southern Tamilnad.

2016 ◽  
Vol 4 (2) ◽  
pp. 08-16
Author(s):  
B. Shanmuga Priya ◽  
M. Jeyakumaran
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Service Sector ◽  
Educational Institutions ◽  
Higher Educational Institutions ◽  
Five Dimensions ◽  
Customer Evaluation ◽  
Quality Dimensions ◽  
Higher Educational ◽  
Research Stream

Objective - The purpose of this paper is to offer an overall view of student satisfaction in Higher educational institutions towards customer evaluation via identify the dimensions, which is the best predictor of overall service quality in higher educational institutions service sector to the betterment of societal contribution. Methodology/Technique - Based on a comprehensive literature review, the paper identifies five dimensions EduQUAL item. Then, the student satisfaction and customer evaluation are discussed in relation to service quality offering. Findings - The non-significance variable exceeds 0.05, and do not contribute much to the regression model. This means that the Assurance dimension is the main predictor for overall satisfaction of students. Novelty - The paper contributes to the research stream on considering and dealing with the student satisfaction and customer evaluation provided by quality service offering, and also service quality dimensions of predictor of overall student satisfaction in the context of higher educational service. Type of Paper - Empirical Keywords: Higher educational institutions; overall student satisfaction; EduQUAL; customer evaluation; service Quality dimension

scholarly journals IMPLEMENTASI TQM (TOTAL QUALITY MANAGEMENT) PADA LEMBAGA PENDIDIKAN

At-Tuhfah ◽  
2018 ◽  
Vol 7 (1) ◽  
pp. 50-67
Author(s):  
Muhammad Rouf
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Educational Institution ◽  
Production Quality ◽  
Educational Process ◽  
Educational Institutions ◽  
Total Quality ◽  
Business World ◽  
Implementation Phase ◽  
Study Results

“School/madrasah as an educational institution is an institution that serves as an agent of change to solve the nation's problems. Therefore, in order to produce the quality of education, it is necessary to implement the concept of TQM (Total Quality Management) that in history has successfully led the business world in creating production quality best and can even exceed the satisfaction of customers standard. This study used a qualitative approach with methods of library research. The formulation of the problem involves understanding implementation of TQM, TQM in education, implementation of TQM principles in educational institutions, the pillars of TQM in educational institutions, measures the implementation of TQM in education and description of the failure in the implementation of TQM. The study results were obtained, among others; The first, implementation of total quality management (TQM) is an implementation or embodiment of a management concept that involves all components in the organization to jointly contribute to the organization's policies oriented to the improvement of product quality to customer satisfaction. Second, in educational institutions, implementation of TQM are used to improve administrative functions and operations, to manage the educational process as a whole, integrate TQM in the curriculum, the use of TQM in teaching methods in the classroom, the use of TQM for managing research and development activities. In addition, educators must be responsible for their duties proactively, they must develop a problem-solving process that makes sense and can identify and towards the main cause, capable of being the organization model and can measure what's working well and what is not, so that we will get a good system in institutional schools / madrasah. Third, in applying TQM, there are some principles that should be held, among others; focusing on consumers (users of educational services), broad involvement (teachers, staff, students, and community), their measurements, to understand education as a system, and their continuous improvement. Fourth, the five main pillars of TQM here are their products, relying on the process undertaken, the leader who moves in producing quality products, and a commitment among the leaders in the organization. Fifth, steps in implementing TQM in educational institutions include; the preparatory phase, the planning phase and the implementation phase. Sixth, the failure may occur in implementing TQM in educational institutions, if; there is a gap in the commitment of top management, one focus of attention, lack of adequate staff and support, relying solely training, the hope of obtaining results of a moment and force adopt a method that doesn’t comply with the requirement.”

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