scholarly journals Analysis of the data on the quality expectation in school services, from the student's perception

2019 ◽  
Vol 10 (4) ◽  
pp. 1374
Author(s):  
Paulo Cesar Chagas Rodrigues ◽  
Eddaniella Moraes Silva Fernandes ◽  
Franco da Silveira ◽  
Bruno Miranda dos Santos ◽  
Filipe Molinar
Keyword(s):  
Student Satisfaction ◽  
Educational Services ◽  
Direct Impact ◽  
Quality Factors ◽  
Avoidance Rate ◽  
Future Studies ◽  
School Services ◽  
Vital Importance

The improvement of educational services can have a direct impact on the student's avoidance rate in the concomitant / subsequent technical courses. Being of vital importance to be able to anticipate and anticipate the factors that are important in the provision of educational services aiming at satisfying the student's satisfaction. The purpose of this study is to apply a questionnaire that allows to evaluate the perception or expectation of the students who are already attending and those who are beginning their study day in the concomitant / subsequent technical courses in Administration. It will become the basis for future studies as to the main quality factors in service that affect student satisfaction and loyalty. For this purpose, the SERVQUAL tool will be used to measure the quality of the services provided.

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MAHASISWA PADA SEKOLAH TINGGI TEKNOLOGI PAYAKUMBUH

2020 ◽  
Vol 23 (2) ◽  
pp. 117-133
Author(s):  
Rionardi - Rionardi ◽  
Almasdi - Almasdi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Binary Logistic Regression ◽  
Total Sample ◽  
Equation Model ◽  
Educational Services ◽  
Dominant Dimension ◽  
Simultaneous Testing ◽  
Academic Services

The purpose of this study was to analyze the effect of service dimension variables on student satisfaction with educational services. The study was conducted using a quantitative approach. The sample of this study were students Sekolah Tinggi Teknologi Payakumbuh a total sample of 123 students. Data analysis for hypothesis testing uses binary logistic regression. The results showed the First Hypothesis (H1): Simultaneous testing all dimensions of service quality that significantly influence student satisfaction are tangibles (X1), reability (X2), responsiveness (X3), and assurance (X4), while empathy variables (X5) ) has no significant effect with the level of student satisfaction contribution to services at STT Payakumbuh at 88.1% and 11.9% influenced by other variables. Second Hypothesis (H2): Testing that can be seen partially so that it can be seen that the most dominant dimension affecting service satisfaction at the Sekolah Tinggi Teknologi Payakumbuh (STTP) is the responsiveness variable (responsiveness) that can provide increased student satisfaction with academic services by 151,109 times more high compared with students who are not satisfied and when compared with other variables also have the most dominant influence with the logistic equation model of the effect of service quality variables on student satisfaction is logit (Y) = -3,985 + 2,999TG + 2,177REA + 5,260RESPN + 2,803ASSRC. It is expected that STT Payakumbuh needs to improve the quality of service in increasing the level of student satisfaction with educational services. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh variabel dimensi pelayanan terhadap kepuasan mahasiswa. Penelitian dilakukan dengan menggunakan pendekatan kuantitatif. Sampel penelitian ini adalah mahasiswa Sekolah Tinggi Teknologi Payakumbuh dengan jumlah sampel 123 mahasiswa. Analisis data untuk uji hipotesis menggunakan regresi logistik biner. Hasil penelitian menunjukkan Hipotesis Pertama (H1): Pengujian secara simultan semua dimensi kualitas pelayanan yang berpengaruh secara signifikan terhadap kepuasan mahasiswa adalah tangibles (X1), reability (X2), responsiveness (X3), dan assurance (X4), sedangkan variabel empathy (X5) tidak berpengaruh secara signifikan dengan tingkat kontribusi kepuasan mahasiswa terhadap pelayanan di STT Payakumbuh sebesar 88,1% dan 11,9% dipengaruhi variabel lainnya. Hipotesis Kedua (H2): Pengujian yang dapat dilihat secara parsial sehingga dapat diketahui dimensi yang paling dominan mempengaruhi kepuasan layanan pada Sekolah Tinggi Teknologi Payakumbuh (STTP) adalah variabel responsiveness (daya tanggap) yang dapat memberikan peningkatan kepuasan mahasiswa terhadap pelayanan akademik sebesar 151.109 kali lebih tinggi dibandingkan dengan mahasiswa yang tidak puas dan jika dibandingkan dengan variabel lainnya juga memiliki pengaruh yang paling dominan dengan model persamaan logistic pengaruh variable kualitas pelayanan terhadap kepuasan mahasiswa adalah logit (Y) = -3.985 + 2.999TG + 2.177REA + 5.260RESPN +2.803ASSRC. Diharapkan STT Payakumbuh perlu meningkatkan kualitas pelayanan dalam meningkatkan tingkat kepuasan mahasiswa terhadap pelayanan pendidikan.Kata Kunci: Kualitas Pelayanan; Kepuasaan mahasiswa; Logistik Regressi. 

Pengaruh Mutu Layanan Pendidikan terhadap Kepuasan Siswa di MIS Mathlail Khoir Kecamatan Bojong Gede Bogor

2021 ◽  
Vol 4 (1) ◽  
pp. 28-42
Author(s):  
Aulia Fauziah ◽  
Ahmad Riyadi ◽  
Nurul Hamidah
Keyword(s):  
Student Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Mean Value ◽  
Coefficient Of Determination ◽  
Educational Services ◽  
Quality Of Education ◽  
Cluster Sampling ◽  
Education Services

Service quality based on education to evaluate student satisfaction at MIS Mathlail Khoir. The purpose of this study was to examine the effect of the quality of educational services on student satisfaction as well as to explain the quality of educational services and student satisfaction. The method used is a quantitative method with descriptive analysis with a population of 405 students and the sampling technique is cluster sampling of 100 students assigned to students in class V and class VI. These instruments are observation, documentation, and questionnaires. The data analysis method was carried out using correlation techniques and simple linear regression with the help of SPSS 26 software. The results showed that the quality of education services and student satisfaction in the school was said to be high with a mean value of X 75.83 while Y was 48.34. And shows that there is a significant influence between the quality of education services on student satisfaction from the regression equation obtained by Y'= 33.889+0.191X showing that there is a positive or unidirectional relationship, based on the calculation of the coefficient of determination of 10.5% while 89.5% is influenced by other variables not examined.

scholarly journals The Effect of Service Quality, School Image, and Student Satisfaction on Loyalty

2021 ◽  
Vol 10 (3) ◽  
pp. 432-443
Author(s):  
Lala Aulia Sanria Rani ◽  
Jaka Nugraha
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Quantitative Research ◽  
Learning Activities ◽  
School Students ◽  
Quantitative Research Methods ◽  
School Services ◽  
Student Loyalty ◽  
Quality School

This study aimed to determine service quality, school image, and student satisfaction with student loyalty at SMKN 2 Buduran. This study used quantitative research methods. Data were obtained from 50 students at SMKN 2 Buduran Sidoarjo. Analysis of the data used using Google Form as a research medium for service quality, school image, and student satisfaction with student loyalty. The results obtained from the study can be concluded: the quality of school services to students was almost fulfilled. The better the quality of service provided by the school to students, the higher the student loyalty. The image of the school according to students' views was good. The higher the image quality of the school, the higher the loyalty that students had so that students became satisfied while learning. Student satisfaction according to the assessment of students was quite fulfilled. So that the higher the student satisfaction, the higher the student's loyalty to the school. Students' views on service quality, school image, and student satisfaction were almost fulfilled because the higher the loyalty given to students, the higher the students' loyalty to the school so that students felt satisfied in carrying out learning activities at school.

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 IDENTIFYING PREDICTORS OF STUDENT SATISFACTION AND STUDENT MOTIVATION IN THE FRAMEWORK OF ASSURING QUALITY IN THE DELIVERY OF HIGHER EDUCATION SERVICES

2014 ◽  
Vol 12 (1) ◽  
pp. 127-137 ◽  
Author(s):  
Yulia Stukalina
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Student Motivation ◽  
Education Institution ◽  
Educational Services ◽  
Management Tools ◽  
Educational Management ◽  
Central Factors ◽  
Education Managers

Nowadays, the quality of educational services provided by a university is a crucial aspect of the education managers’ strategy in the customer-driven education context, quality assurance in education being an essential issue to be promoted in European higher education institutions. Students’ evaluation of the educational services (that is consumer-oriented assessment) can be regarded as one of the most significant educational management tools used for stimulating quality enhancement in a university. It is vital for supporting decision-making process. A special emphasis may be put on monitoring student satisfaction with the educational services and student motivation toward studies. Understanding the central factors that are supposed to influence and predict student satisfaction and student motivation may provide education managers with best possible solutions to improve quality of the educational services in a higher education institution. This paper presents the results of an empirical study performed in Riga Technical University. The study was aimed at identifying the basic determinants (predictors) of student satisfaction and motivation in the framework of the ESP (English for Specific Purposes) course.

Academic Satisfaction among Students A Case Study of Business Schools in Gr. Noida

2016 ◽  
Vol 5 (1) ◽  
Author(s):  
Priyanka Malik ◽  
Akash ◽  
Vyom Raisurana
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Teaching Methodology ◽  
Satisfaction Level ◽  
Quality Factors ◽  
Academic Satisfaction ◽  
The Relationship

The purpose of this study is to examine satisfaction of students from academics while pursuing higher education in the field of business in India, focusing on a variety of service quality factors such as, teaching methodology, delivery and assessment, quality of study material, understandability etc. Study relies on finding the relationship between service quality variables and student satisfaction at an academic institution. The motive behind conducting this research is to analyze, how academics play a crucial role in affecting satisfaction level of students, catering students in Noida region.

Analisis Faktor-Faktor E-Service Quality Kalbisphere pada Kepuasan Mahasiswa Kalbis Institute

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Fransiscus Amonio Halawa ◽  
Fabianus Fensi
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Student Satisfaction ◽  
Quality Factors ◽  
F Test ◽  
System Availability ◽  
It Department ◽  
Contact Efficiency

<p><em>This research was conducted to find out whether there were influences of E-Service Quality factors on student satisfaction. The objects of research in this study were the Active Students of Kalbis Institute in 2017, IT Department with 35 people. The variable used in this study is E-Service Quality and Student Satisfaction, the E-Service Quality variable is denoted as X variable, while the Student Satisfaction variable is denoted as variable Y. The data obtained was analyzed using multiple linear regression. The results of the study show that Responsiveness, Contact, Efficiency, System Avail</em><em>a</em><em>bility, and Privacy have no partial significant effect on student satisfaction, while the Compensation and Fullfilment variables have a partially significant effect on student satisfaction. Based on the results of the F test, it can be seen that simultaneously Contact, Efficiency, System Availability, Fullfillment, and Privacy have a significant effect on student satisfaction. According to the author's observation, Kalbisphere faces several problems, therefore it is necessary to improve the quality of Kalbisphere so that students feel more satisfied with the future Kalbisphere services.</em><em></em></p><p><em> </em></p><p><em> </em></p><strong><em>Keywords : </em></strong><em>E-Service Quality, Student satisfaction</em>, Kalbisphere

Quality in Higher Education: The Case of National Economics University

2021 ◽  
Vol 08 (01) ◽  
Author(s):  
Cao Thuy Xiem ◽  
◽  
Truong Doan The ◽  
◽  
Keyword(s):  
Quality Improvement ◽  
Student Satisfaction ◽  
Online Survey ◽  
Essential Elements ◽  
Student Perspective ◽  
Quality Factors ◽  
Social Significance ◽  
Complex Concept ◽  
The University

Continuous quality improvement of service is a crucial factor for the existence and development of educational institutions. Clarifying and judging the importance of the service’s quality factors are essential elements of quality improvement. The quality of the training services provided by universities in Vietnam have been examined by numerous pieces of research. They focused on a group of subjects, a branch of the university, a major, and assessment of student satisfaction with the use of a toolkit introduced by the MoET or by a school of the university. From these foundations, the purpose of this research is to identify the quality factors of the training service provided by the National Economics University (NEU) as a whole. Education quality is a complex concept and cannot easily be assessed by only one indicator. However, because of the timeframe and the lack of finance, we examined the service quality of NEU from the student perspective by assessing their satisfaction using the SERVQUAL model. The data collection was done by through an online survey. The empirical analysis resulted in 5 factors influencing the quality of the service, assurance, reliability, responsiveness, empathy, and tangibles. From these factors, three suggestions were made for improving the quality of the service: adjusting course structures; retraining communication skills for office staff; upgrading Wi-Fi/internet connection; optimize physical facilities usage. The research findings also have social significance, as empathy was identified as a quality factor. At the same time, the practical implications proposed for NEU’s governors have equal value for state-owned universities in general.

scholarly journals An Empirical Model of Students Satisfaction and Service Quality of Jahangirnagar University

2018 ◽  
Vol 13 ◽  
pp. 2806-2814
Author(s):  
Moyazzem Hossain
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Educational Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Level Of Significance ◽  
The University ◽  
The Relationship ◽  
Students Satisfaction

Satisfaction is a state felt by a person who has experienced performance or an outcome that fulfill his or her expectation and service quality is an important parameter of educational excellence. This study attempts to examine the relationship between service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) and students’ satisfaction. The results exhibit that there is a significant correlation among all the constructs with student satisfaction at 1% level of significance. The results also depict that the tangibles factor is the most important factor which includes a group of statements related to the environment and facilities provided by the university. Therefore, this paper will be helpful for institutions in order to enhance the quality of educational services.

scholarly journals Evaluasi Sistem Informasi Kendaraan (GF Service) di Binus University Berdasarkan Kerangka Cobit pada Domain Delivery and Support

2015 ◽  
Vol 6 (1) ◽  
pp. 82
Author(s):  
Tangkas Udiono ◽  
Haris Setia Budi ◽  
Mariyani Mariyani
Keyword(s):  
Information Systems ◽  
Student Satisfaction ◽  
Information Quality ◽  
Positive Impact ◽  
Maturity Model ◽  
Quality Factors ◽  
Quality Of Information ◽  
Directorate General ◽  
Online Reservation

Information Systems Audit is an activity that is carried out in a company that aims to ensure compliance with existing policies. General Services is one of the units in BINUS University whose activities in the form of services such as Transportation and Document Courier, Copy Centre and General Facility.However, this study is limited to the Transportation and Document Courier unit that uses an online reservation application gfservice.binus.ac.id. Maturity level of the existing information systems in Directorate General Services specifically Transportation and Document Courier based on COBIT Maturity Model is 2,951(Repeatable but Intuitive) or approaching from the standards set by the International is 3:00, which means the process has been documented and communicated well. This study also conducted an evaluation of the quality ofinformation systems and quality of information available. The result is positive impact on users' satisfaction, that means the increases of information quality and the quality of information systems of GF Services would increase student and employee satisfaction, but it also explained the factors that affect success utilization of existing information systems in order to rise to the level to 4, which means managed and Measurable. The results of the regression analysis and correlation between the quality factors of information systems and the quality ofinformation on student satisfaction and employee are 38.2% and 48.1%; while the rest is influenced by other factors not addressed in this study.

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