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.

scholarly journals Bagaimana Kualitas Pelayanan dan Fasilitas Belajar dapat Mempengaruhi Loyalitas Mahasiswa dengan Mediasi Kepuasan Mahasiswa?

2020 ◽  
Vol 2 (4) ◽  
pp. 252-262
Author(s):  
Klinik Publikasi ◽  
Ongen Stembri Pattiwaellapia
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
National Development ◽  
Survey Method ◽  
P Value ◽  
Analysis Method ◽  
Student Loyalty ◽  
Positive Effect ◽  
Effect Learning

This study aims to analyze the effect of service quality and learning facilities on student loyalty mediated by student satisfaction. The subjects of this study were students of the Magister Management of the National Development University “Veteran” Yogyakarta. This research includes a quantitative approach with a survey method. Collecting data in this study using a questionnaire with a Likert scale. The data analysis method used was SmartPLS 3.0. Results 1) The effect of service quality directly has a positive effect on student loyalty by 0.002 but not significant because the T-statistic is 0.008 <1.96 and the P-value is = 0.994> 0.05. Thus the quality of service does not have a significant effect on student loyalty of Master of Management at the National Development University “Veteran” Yogyakarta. 2) The effect, learning facilities have a positive effect on student loyalty of 0.339 but not significant because the T-statistic is 1.218 <1.96 and the P-value is = 0.226> 0.05. Thus, learning facilities do not have a significant effect on the loyalty of students of Master of Management at the National Development University “Veteran” Yogyakarta. 3) Influence, learning facilities have a positive effect on student loyalty by 0.339 but not significant because the T-statistic is 1.218 <1.96 and the P-value is = 0.226> 0.05. Thus, learning facilities do not have a significant effect on the loyalty of students of Master of Management at the 'Veteran' National Development University Yogyakarta. 4) The effect of learning facilities in this case has a positive and significant effect on student loyalty by mediating student satisfaction of 0.192 (T-Statistics = 1.984 and P-value = 0.048). The estimation results of the mediation test show that student satisfaction can mediate the effect of learning facilities on student loyalty because the T-statistic is greater than 1.96, namely 1.984 and the P-value = 0.048 is smaller than the P-value 0.05. It can be interpreted that there is an effect of learning facilities on student loyalty which is mediated by student satisfaction.

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 ANALISIS PENGARUH KUALITAS PELAYANAN JASA KEPENDIDIKAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA MENGGUNAKAN STRUCTURAL EQUATION MODELING (STUDI KASUS DI JURUSAN MIPA UNSOED)

2014 ◽  
Vol 6 (1) ◽  
pp. 23
Author(s):  
Supriyanto Supriyanto ◽  
Mutia Nur Estri ◽  
Agustini Tripena Br.Sb.
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Natural Sciences ◽  
Equation Modeling ◽  
New Employees ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
Student Loyalty

Increasingly strong competition in intercollegiate and students who increasingly selective and knowledgeable require universities to continue to improve his ministry. Matter requires a knowledge of the conditions for this service, that has adapted to student expectations or not . This study aimed to determine the extent to which level the match between the expected service quality and perceived student at Department of Mathematics and Natural Sciences Unsoed and explain the influence of the five dimensions of service quality that is tangibles, reliability, responsiviness, assurance and empathy for student satisfaction and loyalty. Results of the study was assessment of the quality of student services at the Department of Mathematics and Natural Sciences Unsoed is perceived service quality is still below the expected service quality , perceived still not satisfactory. Five dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy, positive effect on student satisfaction. Satisfaction indirect influence on student loyalty and there is a direct influence of the five dimensions of service quality on loyalty through student satisfaction. Student loyalty translated in expressing positive things about the Department of Mathematics and Natural Sciences to others , recommending courses at the Department of Mathematics and Natural Sciences to the others, recruiting new employees from alumni, and ready to provide assistance if needed.

scholarly journals Effect of service quality on student-inspector satisfaction at the training center for educational inspectors in Rabat, Morocco.

2021 ◽  
Vol 3 (2) ◽  
pp. 53-62
Author(s):  
MOHAMED ESSAOUDI ◽  
RAJA LOTFI
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Perceived Quality ◽  
Causal Link ◽  
Institutional Assessment ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
The One ◽  
Training Services

In theory, we all know that if students are satisfied, then training centers do provide a better quality of service. But what about in practice? The purpose of this research is twofold. On the one hand, we aim to assess the quality of training inspectors in Morocco, through perceived quality and student satisfaction.  First, we investigate which quality attributes need to be further targeted in the training device (TD) at CFIE. Second, we test for potential causal relationships between perceived service quality and student satisfaction. Our starting assumption is that there is a causal link between "service quality" and "satisfaction." To this end, the SERVPERF tool was adapted and administered to a sample of student inspectors who received training services at the CFIE in Rabat. We support the literature's argument that performance (SERVPERF) is the best predictor of service quality. The results shows that the perceived quality of services provided by CFIE is relatively acceptable. Nevertheless, it shows a strong need for improvement, especially in the dimensions of Tangibility and Empathy. All five dimensions of SERVPERF significantly impact student-inspector satisfaction at CFIE. The SERVPERF scale is a valuable aid in the institutional assessment of the TD, and in the implementation of a culture of continuous improvement within the CFIE. However, when used alone, it can lead to the omission of other factors that explain satisfaction. It would therefore be appropriate to couple it with other instruments such as SERVQUAL, HEDPERF, PAKSERV or HiEdQUAL in order to verify which ones are adapted to the context of education inspection in Morocco.

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 The Effect of Competence, Price and Quality Of Service to The Satisfaction of Students

2020 ◽  
Vol 10 (1) ◽  
pp. 60-65
Author(s):  
Moh. Saiful Bahri
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Study Program ◽  
Number Of Factors ◽  
Management Students ◽  
Educational Staff ◽  
Research Analysis

The number of factors that can affect satisfaction, researchers try to see from the aspects of competence possessed by lecturers, educational staff, prices or costs to be borne by students and service quality. This research was conducted in the Management Study Program of the Faculty of Economics, University of Panca Marga Probolinggo with a sample of 100 management students from a total number of management students of 1000. The purpose of this study was to determine whether there was a significant influence between competence, price and quality of service on student satisfaction. Based on the results of research analysis shows that competence, price and service quality together have a significant effect on student satisfaction, where the magnitude of F is 19,060 with a sig level of 0,000. Whereas the results of the research analysis partially showed that the coefficient t of the competency variable, -0.201, proved that competence had no partial effect on student satisfaction with a sig value of 0.841. The coefficient t of the price variable, 2.609, proves that prices affect student satisfaction. If the price is raised and followed by an increase in service it will increase student satisfaction. So partially the price has a significant effect on student satisfaction. The coefficient of service quality t arithmetic which is 5,531 with sig 0,000 means that partially the quality of service has a significant influence on student satisfaction, while the quality of service provides the greatest influence on student satisfaction.

scholarly journals University Service Quality

2020 ◽  
Vol 1 (3) ◽  
pp. 135-146
Author(s):  
Mahamudul Hasan ◽  
Md. Zakir Hosen
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Public Universities ◽  
Educational Institutions ◽  
Student Loyalty ◽  
University Reputation ◽  
Study Results ◽  
Education Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The present study explores the effect on student satisfaction and student loyalty of higher education service quality dimensions. Ensuring quality improvement and implementation of strategies for the tertiary education sector has become critical. Moreover, the study also tests the mediating impact of university reputation and external prestige between university service quality and satisfaction and loyalty. Data has collected through a structured questionnaire from a sample of 390 graduate and undergraduate students of two public universities in Bangladesh. The study reflects that the performance on service quality dimensions of selected public universities is not satisfactory. The study results have shown that Teaching, Support services, Library and lab facilities, and internationalization significantly influence student satisfaction except for Administrative service and Hostel facilities. Teaching, Administrative Services, Library and lab facilities, and internationalization significantly influence student Loyalty. The mediating analysis has shown that student satisfaction partially mediates between service quality and student loyalty. The study results have also indicated that university reputation and external prestige partially mediate between service quality and student satisfaction and loyalty. The previous studies which measure service quality of Bangladeshi higher educational institutions have applied the SERVQUAL model, which is not suitable for an educational institution. However, this study has applied a higher education service quality model uniquely developed to measure higher educational institutions' service quality.

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

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>

scholarly journals Model penguatan loyalitas mahasiswa melalui kualitas pelayanan bimbingan akademik dan kepuasan mahasiswa

2021 ◽  
Vol 7 (1) ◽  
pp. 120
Author(s):  
Salamatun Asakdiyah ◽  
Deny Ismanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Regression Coefficient ◽  
T Test ◽  
Coefficient Of Determination ◽  
Partial Regression Coefficient ◽  
Guidance Services ◽  
Student Loyalty ◽  
Guidance Service

This study aims to examine the effect of academic guidance service quality, student satisfaction and the interaction between service quality and student satisfaction in strengthening student loyalty. The sample was determined by convenience sampling and purposive sampling methods. The data was collected by quisioner providing a list of questions to the respondents which contained the quality of service, student satisfaction and student loyalty. The analytical tool used is Moderator Regression Analysis. Meanwhile, to test the hypothesis put forward, the t test and F test are used.. Meanwhile, to find out how much the variables of academic guidance service quality, student satisfaction and the interaction between service quality and student satisfaction were able to explain the student loyalty variables used the coefficient of determination analysis. The results of the partial regression coefficient test with the t test explain that the quality of academic guidance services, student satisfaction and the interaction between service quality and academic guidance with student satisfaction affect student loyalty. Meanwhile, the regression coefficient test simultaneously results that the quality of academic guidance services, student satisfaction and the interaction between the quality of academic guidance services and student satisfaction have an effect on student loyalty.

Sign in / Sign up

Export Citation Format

Share Document