scholarly journals Measuring Service Quality: The Student As Primary Consumer

2014 ◽  
Vol 13 (6) ◽  
pp. 1251
Author(s):  
Y. Hefer ◽  
M. C. Cant
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Higher Education Institutions ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
First Choice ◽  
Educational Market ◽  
Study Student

Competition in the educational market is increasing at a rapid rate. With e-education and the increasing globalisation taking place, universities are competing more and more for student numbers. Service quality has become one of those factors that differentiate institutions from one another. As a result, higher education institutions can use service quality as a competitive advantage to ensure that they stay the first choice in the minds of potential students. It is a known fact that many consumers and students will support a product or university based on the level of service they receive. It is for this reason that universities will benefit from research into service quality and the importance that students attach to this. In this study, student satisfaction towards the quality of the service received was measured in terms of appearance of the higher educations physical facilities, equipment, staff and communication materials by using the SERVQUAL model. The results may assist higher education institutions to focus on the unknown, yet important elements of the tangibility element in order to improve the students overall satisfaction. The results indicated that students perception about the tangibility of the service, as well as the overall level of satisfaction of the service received, is slightly above average.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

scholarly journals Quality of higher education institutions and graduate satisfaction at the Autonomous University of Tamaulipas

2020 ◽  
Vol 4 (32) ◽  
pp. 15
Author(s):  
Miriam Janet Cervantes López ◽  
Arturo Llanes Castillo ◽  
Alma Alicia Peña Maldonado ◽  
Jaime Cruz Casados
Keyword(s):  
Higher Education ◽  
Labor Market ◽  
Student Satisfaction ◽  
Professional Training ◽  
Higher Education Institutions ◽  
Quality Of Higher Education ◽  
Academic Level ◽  
Quality Of Institutions

Higher education institutions face the challenge that their graduates have the competences that allows them to quickly enter to the labor market and obtain an adequate economic remuneration. us graduate satisfaction is a key element in the assessment of the quality of institutions, since it allows us to know their perception regarding the quality received in their professional training. e objective is study the quality of higher education institutions and the satisfaction of the graduate in the Autonomous University of Tamaulipas. e methodology is descriptive and transversal  based on graduates information and satisfaction. As a result, Students are satisfied with their professional training received and their expectations were met since the academic level of the institution is good. It is concluded that studies on student satisfaction are useful for higher education institutions to identify educational and administrative priorities about the service they provide.

Service quality of student services and student satisfaction: the mediating effect of cross-functional collaboration

2020 ◽  
Vol 32 (6) ◽  
pp. 1197-1215
Author(s):  
Anwar Khamis Alsheyadi ◽  
Jawaher Albalushi
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Affairs ◽  
Student Satisfaction ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Quality Level ◽  
Content Type ◽  
Effect Model

PurposeThe purpose of this paper is twofold: first, to examine the interaction of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality (SERVQUAL) and student satisfaction (SS), and second, to explore the mediating role of cross-functional collaboration (CFC) on these relationships.Design/methodology/approachThe structural equation modelling was used to examine the direct and mediated effect models using data collected through a survey of 352 students from 18 higher education institutes (HEIs) in Oman.FindingsThe statistical analysis confirms our main hypotheses. First, the centrality of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality was established in the direct effect model, while the importance of tangibles and responsiveness was not confirmed in the mediated effect model. Second, it approved the partial mediation effect of CFC on the five dimensions of SERVQUAL and satisfaction.Research limitations/implicationsService quality, level of CFC and relative SS in higher education could be subjected to contextual verification and evaluation of these internal and external contextual factors should be considered.Practical implicationsSeveral implications are highlighted for the effective development of the service quality of student affairs departments (SADs), the development of CFC for effective management, development and deployment of various student affairs initiatives.Originality/valueThis paper satisfies the need to validate the SERVQUAL model in different contexts such as SADs, and the need to investigate the possible mediating effect of other factors on SERVQUAL dimensions and satisfaction to show how the latter can be achieved.

scholarly journals Student Satisfaction Survey: A Key for Quality Improvement in the Higher Education Institution

2021 ◽  
Author(s):  
Anita Kanwar
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Higher Education Institutions ◽  
Education Institution ◽  
Postgraduate Students ◽  
Satisfaction Index ◽  
Innovative Method ◽  
Emerging Trends ◽  
Day By Day

Abstract In India there are many higher education institutions and with growing population the number is incrementing day by day. Before taking admission in an institution student analyse the facilities and standard of the institution from the website and by taking peer opinions. Student contentment and feedback is gaining larger importance with mushrooming higher education institutions in India. This paper illustrates a method to analyse student feedback obtained from undergraduate and postgraduate students to assess the Student Satisfaction Index. The feedback is taken on overall infrastructure facilities, academic environment, services offered by the college, additional activities for overall development, quality of experiences and outcomes. This paper gives detailed information about the methodology, calculation and outcome of the exercise utilizing Likert scale analysis. With the recent emerging trends, this innovative method offers flexibility to integrate more parameters, group certain parameters to get feedback on a particular issue and transmute the type of questions with changing environment and structure. The analysis is done using a statistical method. The sample result directly highlights the importance and flexibility of method to evaluate overall satisfaction, satisfaction cognate to a single parameter and satisfaction for questions grouped together underlining some paramount aspects of higher education.

scholarly journals MEASURING THE STUDENTS’ PERCEPTION OF SERVICE QUALITY

2012 ◽  
Vol 11 (1) ◽  
Author(s):  
Leonardi Lucky Kurniawan ◽  
N. Purnomolastu .
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Perceptions ◽  
Higher Education Institutions ◽  
Student Perception ◽  
Mean Value ◽  
Quality Of Education ◽  
Validity And Reliability ◽  
Chi Square

Like in many other countries, higher education institutions in Indonesia are facing intense competition as the higher education market becomes globalized and competitive pressure intensifies. It is essential that higher education institutions continually monitor the quality of their services and commit themselves to continuous quality improvements in order to respond to the needs of their stakeholders. Measuring service quality in higher education is thus essential In order to provide a comprehensive view of the quality of education, it is valuable to assess not only student perceptions of their educational outcomes but also their perceptions of the manner in which polytechnic education is provided.This study aims at measuring the students’ perception of the service quality of education in a department; identifying differences of the student perception on the service quality based on their academic profiles; identifying which service attributes are more influential in providing service in higher education; and offering recommendation to the management which area(s) still need(s) some improvement.Using the 5-scale questionnaires, the researchers collected the data for the study from graduates of the 5 departments- Accounting, Marketing Management, Secretary Foreign Business Language and Taxation. Pearson Chi-Square and Alpha Cronbach techniques were used to test the validity and reliability before analyzing the data from the questionnaire. Descriptive statistics was deployed to find out the mean value of each indicator. This was followed bv Dummy Regression analysis.    JThe findings of the study suggest that faculty plays the most prominent indicator in reflecting the students perception of service quality of department.

scholarly journals Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

2020 ◽  
Vol 2 (1) ◽  
pp. 10-27
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Putu Atim Purwaningrat ◽  
Milla Permata Sunny
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Five Dimensions ◽  
Student Loyalty ◽  
Education Service

Quality of service plays an important role in the world of education, especially higher education, although there is still debate about the position of students as customers, but it is believed that the quality of service in higher education plays an important role in ensuring the survival of a university. The purpose of this study was to determine the effect of higher education service quality on the satisfaction and loyalty of FEBP UNHI students. The model of higher education service quality used in this study is HEdPERF which consists of five dimensions namely academic aspects, non-academic aspects, reputation, access, and program issues. The sample used was 119 students from management and accounting study programs with simple random sampling technique, and the analysis technique used was path analysis. The results obtained were (1) HEdPERF had a positive but not significant effect on student loyalty, (2) HEdPERF had a positive and significant effect on student satisfaction, (3) satisfaction had a positive and significant effect on student loyalty, and (4) satisfaction mediated the effect of HEdPERF on student loyalty.

Factors of higher education quality service: the case of a Peruvian university

2020 ◽  
Vol 28 (4) ◽  
pp. 219-238
Author(s):  
María del Carmen Arrieta ◽  
Beatrice Avolio
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Latin American ◽  
Higher Education Institutions ◽  
Private University ◽  
Curriculum Planning ◽  
Educational Quality ◽  
Content Type ◽  
Education Service

Purpose The purpose of this paper is to examine the factors that impact the quality of the education service in a Peruvian private university, based on the perception of students and graduates. Design/methodology/approach The sample consisted of 29 students and 20 graduates from the Administration and Finance Program of a Peruvian private university. The data was collected through focus groups and in-depth interviews based on the students’ and graduates’ perspectives of their experiences. The collected data was subjected to content analysis. Findings The study identified ten factors or the underlying dimensions that drive the quality of the education service provided by a Peruvian private university. The factors are professors, lecturers, curriculum, extracurricular activities, position and recognition of the university, infrastructure, library, admission, adequate communication mechanisms with faculty and authorities and services. The main quality indicators of the education service were the professors and curriculum planning. As the students were using the education service, they were more focused on “how” they received the service, rather than “what” services they received, i.e. they evaluated the quality of the process. In contrast, graduates gave more importance to functional service quality. They evaluated the quality of “what they received,” i.e. the result. Research limitations/implications The study has several limitations. First, the qualitative approach does not allow generalizing data. The sample size was relatively small and only involved one Peruvian private university. The study was based on the respondent’s perceptions, which were considered accurate. Practical implications Based on the study findings, the authors made recommendations to meet the needs of the students and graduates. These findings can help universities to develop strategies that improve educational quality and to allocate resources more effectively. Further research could focus on factors that impact service quality in higher education at different stages of the student lifecycle, namely, applicants (service expectations), students (quality of the process) and graduates (results). The authors suggest validating these results quantitatively. Originality/value The study proposes a framework of the higher education service quality based on the experiences of students and graduates that can be used by higher education institutions to continue improving educational quality. The originality of the study lies in the perspective on service quality according to the experiences of students and graduates. Also, this study provides empirical evidence on service quality research in Latin American higher education institutions.

Service Quality Provided by Colleges in Chitwan and Its Impact on Student Satisfaction

2021 ◽  
Vol 1 ◽  
pp. 15-21
Author(s):  
Shiva Prasad Poudel
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Students Satisfaction

This study attempts to examine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling technique by using a set of questionnaires that was distributed to 120 college students in three of the colleges (Balkumari College, Saptagandaki Campus and Birendra Multiple Campus) in Chitwan. However the study found that there is a positive significant relationship between service quality dimensions and students’ satisfaction. The study also found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service quality rendered by their colleges. Finally the study concludes that assessing level of satisfaction and continuous improvements of the quality of services that colleges provide to their students will help management and other staff of these colleges to reach organizational success.

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