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 ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

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

Assessing international students' satisfaction of a Jordanian university using the service quality model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayman Abu-Rumman ◽  
Rasha Qawasmeh
Keyword(s):  
International Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Strong Relationship ◽  
Equation Modeling ◽  
Quality Model ◽  
Content Type ◽  
Five Dimensions ◽  
Practical Implications

PurposeEducation plays a key role in socio-economic development and globalization has increased the numbers of students wanting to study abroad. Attracting international students is therefore an important objective for universities as international students open up opportunities to bring economic, cultural and academic benefits to both the universities themselves and to the countries in which they are located. This study therefore aimed to assess student satisfaction with a Jordanian university using the dimensions of quality contained within the established SERVQUAL model.Design/methodology/approachTo achieve these goals, quantitative data was collected from international students attending one university located in Jordan via a questionnaire survey, using a randomized sample. Structural equation modeling (SEM) was used to analyze the construct validity, and correlations between student satisfaction and the different dimensions of quality were tested.FindingsConsistent with other studies, the findings demonstrated that the five dimensions of service quality, i.e. tangibility, reliability, responsiveness, assurance and empathy, and the university of study, have a strong relationship with student satisfaction. However, there was no statistically significant correlation between country satisfaction and the tangibility and assurance sub-dimensions of quality.Practical implicationsPractical implications – The findings of this study are of interest and practical benefit to university leaders in developing their quality and student acquisition strategies.Originality/valueThis study makes a useful contribution to the growing body of evidence of service quality in higher education set within the context of a developing country.

scholarly journals Pengaruh Kualitas Layanan dan Kepuasan Terhadap Loyalitas Mahasiswa (Studi Kasus Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Airlangga)

2021 ◽  
Vol 8 (1) ◽  
pp. 103-109
Author(s):  
Windasari Windasari ◽  
Soedjarwo Soedjarwo ◽  
Toho Cholik Mutohir
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Analysis Data ◽  
Organization Culture ◽  
University Education ◽  
Equation Modeling ◽  
Academic Quality ◽  
Student Loyalty

Higher education institutions need to reform the organization culture of a bureucratic university become a corporate university. Education will be oriented towards high academic quality, service quality, and as well as student satisfaction. The purposes of this study are to measure and determine the effect of service quality and satisfaction on student loyalty in higher education sector. Data collection technique is done by distributing questionnaires with 5-point likert scale. There are 151 students chosen using cluster random sampling. The validity test used factor analysis. Data analysis technique was done using Structural Equation Modeling (SEM) with the help of the AMOS version 21.0 program. The result of the research shows that service quality and satisfaction simultaneously affect student loyalty.

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 STUDENT SATISFACTION, LOYALTY, AND MOTIVATION AS OBSERVED FROM THE SERVICE QUALITY

2021 ◽  
Vol 1 (1) ◽  
pp. 136-153
Author(s):  
Subandi Subandi ◽  
Muda Setia Hamid
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Student Motivation ◽  
Structural Equation ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Administrative Management ◽  
Student Loyalty ◽  
Scale Data

This study seeks to analyze the effect of service quality on satisfaction, the effect of service quality on loyalty, the effect of service quality on motivation, the effect of satisfaction on loyalty, the effect of satisfaction on motivation, and to analyze the mediation of student satisfaction on the effect of service quality on student motivation and loyalty. In this quantitative research, a questionnaire was distributed to 100 fifth-semester students of Administrative Management Academy Yogyakarta. The samples were selected using a purposive sampling technique. The variable measurement used a Likert scale. Data analysis was carried out using Structural Equation Modeling (SEM) with SmartPLS 3 software. The results of the analysis show that service quality affects student satisfaction, student loyalty, and student motivation. Student satisfaction affects student loyalty and student motivation. Service quality affects student loyalty and student motivation mediated by student satisfaction. 

scholarly journals Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

2019 ◽  
Vol 11 (1) ◽  
pp. 49
Author(s):  
Fransisca Debora ◽  
Hernadewita Hernadewita
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
The Government ◽  
Asean Economic Community

The development of science and technology and the factors of the ASEAN economic community (MEA) which are supported by increasing industry 4.0, the government gives important responsibilities for universities to be able to produce human resources that can compete in that era. This affects universities to continue to improve in terms of the quality of learning, service quality, to provide satisfaction to students which has an influence on the productivity of higher education. In this regard, research was conducted on 120 samples of student respondents (active students, and alumni) who were used to provide information by distributing questionnaires processed by Structural Equation Modeling (SEM) - Partial Least Square (PLS). Based on the results of the analysis and discussion it can be concluded that service quality has a positive effect on student satisfaction and positively influences the productivity of higher education.

scholarly journals Analysis Effect of Service Quality, Educational Facilities, and Method of Learning, Student Satisfaction and Loyalty to Students - Studies in the University of Widyatama Bandung

2017 ◽  
Vol 10 (1) ◽  
pp. 16
Author(s):  
Yenny Maya Dora
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Survey Method ◽  
Educational Facilities ◽  
Study Population ◽  
The University ◽  
Business And Management

This study aimed to analyze the effect of service quality, education facilities, and teaching methods in conjunction with student satisfaction and loyalty Widyatama University students. The research was conducted by survey method, the data obtained by distributing questionnaires to students. The study population was a student Of the Faculty of Business and Management, University of Widyatama. Data were analyzed using Structural Equation Modeling (SEM) with AMOS. From these results it can be concluded that the loyalty of the students affected by the quality of the service through student satisfaction. Loyalty affected by the Educational Facilities through student satisfaction. And loyalty is also influenced by learning through student satisfaction.

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 Assessing the Causal Relationship of Service Quality and Corporate Image on Student Satisfaction and Loyalty among the Technical Universities Students

2020 ◽  
Vol 9 (3) ◽  
pp. 2417-2421
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Causal Relationship ◽  
Structural Equation ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Student Loyalty ◽  
Relationship Of

Past studies in various areas indicated that customer loyalty is very critical. For technical universities, student loyalty is crucial in this intense competitiveness market. The main purpose of this research is to investigate the causal relationship of service quality, corporate image and student’s satisfaction towards student loyalty. Scope of this research is technical universities in Malaysia. This research involved quantitative approach whereby survey questionnaires were used as instrument for data collection. 398 of returned questionnaires has been analyzed by using Partial Least Square (PLS)-Structural Equation Modeling (SEM). All exogenous constructs empirically found to have causal relationships with student loyalty. This study proved that student loyalty is influenced by service quality, corporate image of universities and student satisfaction.

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