scholarly journals Perceived Service Quality and Student Loyalty in an Online University

2016 ◽  
Vol 17 (4) ◽  
Author(s):  
María-Jesús Martínez-Argüelles ◽  
Josep-Maria Batalla-Busquets
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Perceived Quality ◽  
Virtual Learning Environment ◽  
Holistic View ◽  
Administrative Services ◽  
Student Loyalty ◽  
Willingness To Recommend ◽  
The University

<p class="2">This paper examines the influence that student perceived quality of service (PSQ) has on continuance intention and willingness to recommend a course in a fully online university. A holistic view of the service provided by the university is taken. It is not only the effect of the teaching which is examined, but also that of the administrative services, the additional services, and the virtual learning environment (user interface). Through a survey completed by 1,870 students and the subsequent analysis using structural equations, we found that each of these services has a significant impact on the students' PSQ, their level of satisfaction, and, as a result, their loyalty and willingness to recommend the university. The study found that the perceived quality of the administrative services can have a comparatively higher impact on student satisfaction than the other services. PSQ is shown to have also a direct impact on student loyalty and recommendations. Moreover, as a whole, non-teaching services have a greater impact on loyalty and willingness to recommend than teaching service.</p><p class="2">The peculiarities of the process of providing educational services in a virtual environment (such as the absence of face-to-face interaction between student and teacher and the lack of conventional tangible elements which act as benchmarks for quality of service) are well-known. The relationship established in the literature between the constructs of service quality, satisfaction, loyalty, and willingness to recommend the service in an offline environment can also be seen in this context.</p><p class="2">The interconnection of factors proves to be more complex and interrelated than has been accounted for as yet in the scholarly literature. The findings of the survey are relevant to system concerns related to quality management and sustainability, both of which are increasingly important in today’s competitive educational postsecondary environment.</p>

Strengthen the Bond: Relationships Between Academic Advising Quality and Undergraduate Student Loyalty

2015 ◽  
Vol 35 (2) ◽  
pp. 15-27 ◽  
Author(s):  
Jörg Vianden ◽  
Patrick J. Barlow
Keyword(s):  
Academic Advising ◽  
Undergraduate Student ◽  
Student Outcomes ◽  
Positive Relationship ◽  
Perceived Quality ◽  
Demographic Characteristics ◽  
Strong Bond ◽  
Student Loyalty ◽  
The University

Extant research suggests that student loyalty, a strong bond between the student and university, positively affects important student outcomes, most notably retention. In this article, we advance the notion that academic advisors should become managers of the student–university relationship. We examine the correlation between respondents' perceived quality of academic advising and their loyalty to the university as measured by our recently developed Student University Loyalty Instrument, administered to 1,207 undergraduates at three comprehensive midwestern institutions. Results suggest that a positive relationship exists between the perceived quality of academic advising and student loyalty, other meaningful indicators of the student–university relationship, and specific student demographic characteristics. Recommendations for academic advising practice are shared.

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.

scholarly journals Improving the Services Quality of Educational Staff Based on Satisfaction and Loyalty Analysis of Nursing Students

Jurnal NERS ◽  
2017 ◽  
Vol 12 (2) ◽  
pp. 164
Author(s):  
Fresty Africia ◽  
Stefanus Supriyanto ◽  
Tiyas Kusumaningrum
Keyword(s):  
Nursing Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Perceived Quality ◽  
Educational Institutions ◽  
P Value ◽  
Student Expectations ◽  
Student Loyalty ◽  
Educational Staff

Introduction: Educational staff services play a role in determining the quality of education. Service quality is able to provide satisfaction for students. Students who were satisfied with the perceived quality will develop student loyalty to the institution. The purpose of this study was to assess the effect of educational staff service quality with the satisfaction and loyalty of nursing students so that the educational institutions as service providers are able to provide the best service and survive in the midst of competition. Method: The study was an explanative survey with a cross-sectional design. Data collection was conducted using both quantitative (questionnaires) and qualitative (Focus Group discussion/FGD) methods. This study used proportional random sampling, with 110 students as samples. The variables in this research were customer expectations, perceived quality, student satisfaction and loyalty. The data was collected by a questionnaire and analyzed by linear regression, while FGD was conducted in two different groups (students and staff’s managers). Result: The result of the study explains the influence of student expectations on the perceived quality of the educational staff with a p-value = 0,002. There was no influence of student expectation on student satisfaction with a p-value = 0,156. The influence of the perceived quality of the educational staff towards student satisfaction had a p-value = 0,000. The influence of student satisfaction on student loyalty had a p-value = 0,000. Conclusion: The fulfilment of student expectations will have a positive impact on perceived quality. Furthermore, the positively perceived quality will create student satisfaction and student loyalty towards the educational institutions. For further research, it is suggested to examine the effect of satisfaction on student complaints.

Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Leila Jabbari ◽  
Ali Jalali Dizaji ◽  
Mila Malekolkalami
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Method ◽  
Quality Of Services ◽  
Level Of Service ◽  
Minimum Level ◽  
Content Type ◽  
The University

PurposeThe purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.Design/methodology/approachIn this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.FindingsBased on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.Practical implicationsService quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).Originality/valueBeing the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.

scholarly journals Services quality of Islamic university

2018 ◽  
Vol 2 (2) ◽  
pp. 71-84
Author(s):  
Irwan Misbach
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Services Quality ◽  
A Value ◽  
Importance Analysis ◽  
The University ◽  
Academic Services

This study is to determine the level of student satisfaction with the service quality of islamic university. The study sample was 83 people based on accidental sampling, using Performance-Importance Analysis. The results of this study found that high religious students who received administrative and academic services were in the very satisfied category with a value of 98.3%. However, there is a service that must be a concern of the university, namely the ability of the university to respond or act quickly in solving problems faced by students. In addition, the quality of service that is prioritized is not very important for students, so the implementation seems ordinary because students are quite satisfied with the service. Services included in this category are representative service rooms, complete learning, attractive-looking staff, fast and appropriate services, and complicated procedures.

scholarly journals Application of Fuzzy Servqual Method to Measure User Satisfaction of Mooc Service Quality

2020 ◽  
Vol 202 ◽  
pp. 14007
Author(s):  
Iqbal Firdaus ◽  
Farikhin ◽  
Bayu Surarso
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Learning System ◽  
Fuzzy Approach ◽  
A Value ◽  
Perceptions And Expectations ◽  
The University

To determine the level of success and effectiveness of MOOC in the learning system, it is important to measure the quality of service. The aim of this study is to measure the perceptions and expectations of MOOC users. The method of this study is the SERVQUAL model which is combined with a fuzzy approach, so that it can be measured accurately. From the calculation, the results show that Reliability dimension has the largest gap with a gap value (-13,2325), so there are needed an improvement by the university. While Assurance dimension has the smallest gap with a value of gap (-10,0025) this is considered by the user to be a better dimension than the others. From the calculation of the overall gap value obtained, the result shows a value of -57.65, which means that the quality of service received by users is not in line with expectations.

scholarly journals PENGARUH LITERASI DIGITAL DAN EFEKTIVITAS APLIKASI SIKAD TERHADAP KUALITAS PELAYANAN DAN KEPUASAAN MAHASISWA FAKULTAS ILMU PENDIDIKAN UNIVERSITAS MUHAMMADIYAH JAKARTA

Instruksional ◽  
2020 ◽  
Vol 2 (1) ◽  
pp. 41
Author(s):  
Suci Mulya Lestari ◽  
Iswan , ◽  
Ahmad Suryadi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Digital Literacy ◽  
Survey Methods ◽  
P Value ◽  
Study Programs ◽  
Faculty Of Education ◽  
The University

This study aims to determine the effect of digital literacy and the effectiveness of the application of Sikad which is an online academic application on the quality of service and satisfaction of students as users. The study was conducted at the Faculty of Education at the University of Muhammadiyah Jakarta with respondents selected by random sampling of 90 students consisting of 5 study programs, namely: PG-PAUD, PGSD, Mathematics, PBSI, and PBI. This research uses a quantitative approach with survey methods and data analysis techniques using path analysis. The results of this study indicate that of the 7 research results, 3 of them are positive and significant, namely: The effect of the effectiveness of the application of the attitude on the quality of service is significant (T hitung> T table = 2.776 > 1.98 and P value <0.05 = 0.006 <0.05); The effect of service quality on user satisfaction is significant (69,969> 1.98 and 0,000 < 0.05); The effect of digital literacy on user satisfaction through significant service quality (2,803 > 1.98 and 0.005 < 0.05).

scholarly journals Service Quality in Early Intervention Centres: An Analysis of Its Influence on Satisfaction and Family Quality of Life

Children ◽  
2021 ◽  
Vol 8 (8) ◽  
pp. 716
Author(s):  
Inmaculada-Concepción Jemes-Campaña ◽  
Rita-Pilar Romero-Galisteo ◽  
Pablo Gálvez-Ruiz ◽  
Maria-Teresa Labajos-Manzanares ◽  
Noelia Moreno-Morales
Keyword(s):  
Quality Of Life ◽  
Quality Of Service ◽  
Early Intervention ◽  
Service Quality ◽  
Structural Model ◽  
Perceived Quality ◽  
Family Quality Of Life ◽  
Developmental Problems ◽  
Probabilistic Sample

Early Intervention (EI) is a set of interventions focused on responding to the needs of children with or at risk of developmental problems. This study aimed to investigate the relationships between the perceived quality of service, satisfaction and family quality of life. Methods: to conduct a multi-centre, transversal study with a non-probabilistic sample. The participants (N = 1551) were families from 24 Early Intervention Centres (EICs) located in Spain. Results: The results indicated an adequate fit of the measurement and structural models, with the latter showing a capacity of 73% to predict the family quality of life. The structural model established that the perceived service quality was a positive and significant predictor of satisfaction (β = 0.85; p < 0.001). Both the perceived quality of service (β = 0.28; p < 0.001) and satisfaction (β = 0.33; p < 0.001) obtained a similar positive and significant relationship with family quality of life, which was slightly stronger than satisfaction. Conclusions: This study provided a better understanding of the importance of the services offered in EICs and their influence on the satisfaction and family quality of life of their users. Thus, delving into these relationships was highly relevant for decision-making in the context of EI.

scholarly journals Analisis Komunikasi Pemasaran Terpadu dan Kualitas Pelayanan terhadap Citra Perguruan Tinggi pada Keputusan Menjadi Mahasiswa S1 Ilmu Komunikasi Stikom Bandung

2018 ◽  
pp. 79-90
Author(s):  
Rachmat Taufik
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Random Sampling ◽  
Hypothesis Test ◽  
Marketing Communications ◽  
Integrated Marketing Communications ◽  
Integrated Marketing ◽  
The University ◽  
Academic Year

Abstract. This study aims to reveal the integrated marketing communication, service quality, image-making college and became a student STIKOM Bandung. In addition this study also aims to determine how much influence the integrated marketing communications and service quality to the image of the university in Bandung STIKOM and determine how much influence the image of the college to the decision a student STIKOM Bandung. Locus research conducted in Bandung STIKOM through random sampling method with iterative model approach. The number of samples processed as many as 116 respondents, out of a population of 408 active students STIKOM Bandung, the academic year 2012/2013 until 2016/2017 academic year. The data collection techniques done through questionnaires, interviews and direct observation. In this study the variables studied was integrated marketing communications and service quality, which serves as the independent variables, as well as the image of the university and the decision to become a student as a dependent variable. As for the hypothesis test, path analysis and multiple regression analysis method to test the hypothesis of F test and t test at level α = 0.05. SPSS. The results of data analysis and processing, concluded as follows: 1) integrated marketing communications partial effect on the image of the college. 2) The service quality is partially affected the image of the college. 3) integrated marketing communications and quality of service simultaneously affect the image of higher education, and 4) The image of the college is partially an effect on a student's decision of STIKOM Bandung. Keywords: integrated marketing communications, quality of service, the image of the college, the decision to become a student. Abstrak. Penelitian ini bertujuan untuk mengetahui gambaran komunikasi pemasaran terpadu, kualitas pelayanan, citra perguruan tinggi dan keputusan menjadi mahasiswa STIKOM Bandung. Selain itu penelitian ini bertujuan pula untuk mengetahui seberapa besar pengaruh komunikasi pemasaran terpadu dan kualitas pelayanan terhadap citra perguruan tinggi di STIKOM Bandung dan mengetahui seberapa besar pengaruh citra perguruan tinggi terhadap keputusan menjadi mahasiswa STIKOM Bandung. Lokus penelitian dilaksanakan di STIKOM Bandung melalui metode random sampling dengan pendekatan model iterasi. Jumlah sampel yang diolah yaitu sebanyak 116 orang responden, dari jumlah populasi 408 mahasiswa aktif STIKOM Bandung, tahun akademik 2012/2013 sampai dengan tahun akademik 2016/2017. Adapun teknik pengumpulan data dilakukan melalui angket, wawancara dan observasi langsung. Dalam penelitian ini variabel yang diteliti adalah komunikasi pemasaran terpadu dan kualitas pelayanan , yang berfungsi sebagai variabel bebas, serta citra perguruan tinggi dan keputusan menjadi mahasiswa sebagai variabel terikat. Adapun untuk menguji hipotesis digunakan analisis jalur dan Metode analisis regresi berganda untuk menguji hipotesis digunakan uji F dan uji t pada tingkat α = 0,05. dengan bantuan program SPSS. Hasil pengolahan dan analisis data, menghasilkan kesimpulan sebagai berikut: 1) Komunikasi pemasaran terpadu berpengaruh secara parsial terhadap citra perguruan tinggi. 2) Kualitas pelayanan berpengaruh secara parsial terhadap citra perguruan tinggi. 3) Komunikasi pemasaran terpadu dan kualitas pelayanan secara simultan berpengaruh terhadap citra perguruan tinggi, dan 4) Citra perguruan tinggi secara parsial berpengaruh terhadap keputusan menjadi mahasiswa STIKOM Bandung. Kata kunci: Komunikasi pemasaran terpadu, kualitas pelayanan, citra perguruan tinggi, keputusan menjadi mahasiswa

scholarly journals ANALYSIS OF THE EFFECT OF SERVICE QUALITY AND SCHOOL LOCATION ON STUDENT SATISFACTION AND ITS IMPACT ON STUDENT LOYALTY AT 32 JAKARTA SENIOR HIGH SCHOOL

2020 ◽  
Vol 1 (6) ◽  
pp. 1000-1011
Author(s):  
Siti Waliha
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Primary Data ◽  
Equation Modeling ◽  
School Location ◽  
Student Loyalty ◽  
The Relationship

This study aims to analyze the effect of Quality. Service, and School Location towards Student Loyalty through Satisfaction in XII grade students at SMA Negeri 32 Jakarta. The results of the study using primary data in the form of questionnaires to 274 class XII students at SMA Negeri 32 Jakarta using the Structural Equation Modeling (SEM) method showed that service quality and school location had a positive and significant effect on student satisfaction. There is a positive and significant influence between service quality and student satisfaction on student loyalty, while there is no influence between school location on student loyalty. Judging from the results of the SEM calculation analysis of service quality, and school location has an estimate coefficient of 0.48 or 48% of its effect on student satisfaction, while service quality has an estimate coefficient of 0.56 its influence on student loyalty, and satisfaction has an estimate coefficient of 0.44 influence. student loyalty, this shows that the quality of service, and good student satisfaction will increase student loyalty at SMA Negeri 32 Jakarta, and the better the quality of service will increase student satisfaction. The results showed that student satisfaction as an intervening variable could increase the relationship between service quality variables and student loyalty, but did not affect the relationship between school locations and loyalty

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