The Correlation between Servqual Dimensions and Student Satisfaction

2021 ◽  
Vol 7 (2) ◽  
pp. 7
Author(s):  
Nur Zihan Abd Rashid ◽  
Tuan Nur Athirah Nabilah Tuan Ismail ◽  
Bibianah Thomas
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Learning Experience ◽  
Sampling Technique ◽  
Education Institution ◽  
Primary Objective ◽  
Future Research ◽  
Higher Education Institution ◽  
New Findings

Service quality is a very crucial element in ensuring the competitiveness of various institutions. By having a good service quality, the reputation of the organization will enhance and thus become their added competitive advantage. In higher education institution, service quality is important to ensure the students whom are their primary stakeholders are able to have a good learning experience in which will then influence their satisfaction. The primary objective of this paper is to analyze the correlation between five elements in SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, empathy) and the student satisfaction. The questionnaires were distributed among the students in various faculties in UiTM Sabah by using convenience sampling technique and 250 questionnaires were managed to be collected for analysis. Overall, the result shows that the students are satisfied with service quality in UiTM Sabah. Specifically, all five SERVQUAL dimensions correlate with student satisfaction. Reliability, responsiveness and empathy dimensions have strong correlation with student satisfaction. Meanwhile, both tangibility and assurance have moderate correlation with student satisfaction. This study is hoped to contribute towards the new knowledge in the field of service quality especially in higher education institutions Future research is also proposed at the final section of this study to discover new findings from different perspectives of service quality. Keywords: servqual; students’ satisfaction; service quality; higher education institution; service delivery.

scholarly journals REKONSEPTUALISASI KONSTRUK KUALITAS LAYANAN SPESIFIK PADA KONTEKS PERGURUAN TINGGI

2020 ◽  
Vol 15 (1) ◽  
pp. 49-64
Author(s):  
Fachri Eka Saputra
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Quantitative Research ◽  
Quality Measurement ◽  
Sampling Technique ◽  
Education Institution ◽  
Higher Education Institution ◽  
Administrative Services ◽  
Quantitative Descriptive ◽  
Education Performance

This study aims to reexamine the scale of service quality measurement that refers to multi-dimensional concepts. This type of research is quantitative descriptive research. This research is a quantitative research. Sampling in this study was carried out randomly by using probability sampling with a stratified random sampling technique in obtaining information from respondents. The number of samples used was 200 people in each department in the Economic and Business Faculty, University of Bengkulu. The results showed that service quality can be classified into 6 factors. These factors consist of Factor 1 which focuses on administrative services; Factor 2 which focuses on facilities and infrastructure; Factor 3 which focuses on the quality of teaching; Factor 4, which focuses on resource allocation; Factor 5, which focuses on the ease of borrowing space; and Factor 6 focuses on lecturer responsiveness to student complaints. The higher education institution and each unit under it are expected to pay attention to these factors in developing policies and programs.  Keyword:   Service Quality, HEdPerf (Higher Education Performance), HiEdQual (Higher Education Quality), Higher Education Institution.

English instructors’ motivation levels in Islamic higher education

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Fauzan Ansyari ◽  
Fabio Oliveira Coelho ◽  
Kalayo Hasibuan ◽  
Dodi Settiawan ◽  
Masni Kamallia
Keyword(s):  
Higher Education ◽  
Foreign Language ◽  
Sampling Technique ◽  
Education Institution ◽  
Working Environment ◽  
Higher Education Institution ◽  
Content Type ◽  
Schedule Flexibility ◽  
Financial Benefits

Purpose The purpose of this paper is to investigate the motivation levels of non-permanent English instructors (lecturers) in a university language centre (LC) and the factors with regard to what elements sustain their motivation to teach English and to remain in the Teaching English as a Foreign Language (TEFL) profession at an Islamic higher education institution. Design/methodology/approach An exploratory case study with a purposive sampling technique was employed in this study. Ten instructors (seven females and three males) aged between 26 and 40 years old participated (M = 29.6 year olds). The selected participants in the sample were instructors who had taught between three to nine years at the LC (M = 3.9 years), and interviews were the tools used to collect data. Findings Overall, LC instructors’ motivation is not internalised or less internalised into their self-concept. This can be seen from the results that show, respectively, instructors’ levels of no internalisation (42 per cent), less internalisation (40.5 per cent), more internalisation (11 per cent) and full internalisation (6.5 per cent). In total, 11 factors were identified: the influence of others, financial benefits, professional development opportunities, schedule flexibility, supportive working environment, social status and acceptance, a stepping stone for career advancement, networking, dedication, challenge and teaching as a calling. In general, it has been found that instructors are more externally than internally regulated or motivated. Research limitations/implications This study only employed interview to collect data and had only ten respondents. Originality/value Data were collected at the LC of an Islamic institution of higher education institution where instructors are non-permanently employed. The LC is a TEFL environment serving about 12,000 students a year. This study, therefore, allows for an understanding of instructors’ motivation in such context.

scholarly journals ANALYSIS OF E-CRM, SERVICE QUALITY AND BRAND TRUST RELATIONSHIP WITH STUDENT SATISFACTION

2020 ◽  
Vol 8 (1) ◽  
pp. 227-232
Author(s):  
Makarand Upadhyaya
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Research Result ◽  
Data Gathering ◽  
Sampling Technique ◽  
Total Sample ◽  
Future Research ◽  
Brand Trust ◽  
Microsoft Excel ◽  
The Relationship

Purpose of the study: The purpose of this research is to find out the relationship between e-CRM and student satisfaction, to find out the relationship between service quality and student satisfaction, to find out the relationship between brand trust and student satisfaction. Methodology: The questionnaire is used as a data-gathering technique with a total sample of 88 respondents, and it is using a purposive sampling technique. The collected data are then analyzed using Microsoft Excel and SPSS 19. Main Findings: The research result shows that e-CRM is positive and has no relationship with student satisfaction, service quality is negative and has a relationship with student satisfaction, and brand trust is negative and has no relationship with student satisfaction. Applications of this study: This study can be used for the management of the Economy and Business Faculty of Budi Luhur University Jakarta as an evaluation guideline. Novelty/Originality of this study: E-CRM and brand trust variables are negative and have no relationship with student satisfaction. Some recommendations for future research are also made.

scholarly journals Student Satisfaction as a Performance Indicator of Higher Education Institution

2019 ◽  
Vol 11 (2) ◽  
pp. 67-76 ◽  
Author(s):  
Aleksandra Nastasić ◽  
Koviljka Banjević ◽  
Dragana Gardašević
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Performance Management ◽  
Performance Indicator ◽  
Education Institution ◽  
Educational Process ◽  
Hierarchical Regression ◽  
Total Quality ◽  
Higher Education Institution ◽  
Performance Measurement Systems

Modern performance measurement systems include customer satisfaction as an important performance indicator. From the standpoint of the Higher Education Institution (hereinafter HEI) in Serbia, key performance indicators are quality indicators used to assess the current situation; to identify service failures and to take on service recovery; to improve total quality of the institution and to determine the future development of the institution. In increasingly competitive and dynamic educational environment, the management of a HEI is aware of the importance of student satisfaction in the context of student motivation and retention, recommendations to potential freshmen, recruiting efforts and funding, as well as performance management. There are numerous direct and indirect indicators of student satisfaction. The main objective of this paper is to identify the parameters of educational process and non-teaching support that have the greatest impact on student satisfaction. Data analysis, conducted in this paper, provide information on the degree of student satisfaction and possible improvements in this area. This study uses standard and hierarchical regression to examine possible causes of student satisfaction. It is based on answers of 1541 students of the College of Professional Studies – Belgrade Polytechnic, collected during a four-year research.

scholarly journals Validating the Scale of the New Ecological Paradigm (NEP) in Brazilian University Students

2021 ◽  
Vol 10 (4) ◽  
pp. e16410413947
Author(s):  
José Francisco dos Reis Neto ◽  
Celso Correia de Souza ◽  
Taner Douglas Alves Bitencourt ◽  
Cristiano Miranda Cupertino ◽  
Patrício Lauro de Melo Neto ◽  
...  
Keyword(s):  
Higher Education ◽  
University Students ◽  
Structural Model ◽  
Environmental Attitudes ◽  
Education Institution ◽  
Future Research ◽  
Higher Education Institution ◽  
New Ecological Paradigm ◽  
Convenience Sample ◽  
Ecological Paradigm

This article brings within two purposes. First it validated the scale of the New Ecological Paradigm (NEP) and then analyzed the ecocentrist and anthropocentric attitudes of university students from a Brazilian higher education institution. The original NPE scale of 15 items was used, in the form of a questionnaire and applied in a sample of 241 university students. Before the self-completion of the questionnaires, the university students did not receive the basic concepts of environmental attitudes. Confirmatory factor analysis techniques were used to test the structural model and statistical procedures to describe the sample as to its properties of similarities between the groups of students. The NEP was reduced to 13 items, proving to be reliable and valid to investigate structured and multidimensional environmental attitudes of university students. When analyzing the segmentation of university students, it was identified that women presented a more intense ecocentrist attitude than men. For the other segmentation groups in relation to age range, area of knowledge, semester in progress and course period, they did not present statistically significant differences. However, overall, the scores of university students indicated more ecocentrist than anthropocentrist attitudes. The convenience sample of part of the courses offered by the higher education institution may cause a bias in the research, considering as a limitation of this study. However, with the confirmation of the two-factor model, the results indicate consistency and guide future research to activities related to the environment, such as sustainable tourism, preservation against environmental impacts, among others.

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.

Students’ readiness for blended learning in a leading Malaysian private higher education institution

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Donnie Adams ◽  
Mabel Hwee Joo Tan ◽  
Bambang Sumintono
Keyword(s):  
Higher Education ◽  
Blended Learning ◽  
Education Institution ◽  
Learning Model ◽  
Private Higher Education ◽  
Future Research ◽  
Validity And Reliability ◽  
Field Of Study ◽  
Higher Education Institution ◽  
Content Type

Purpose Teaching and learning are being transformed by digital technology, where the present generation of students, termed millennials, are more adept with the increasingly digitalised world we live in. Following this, lecturers and institutions are adapting and adopting a blended learning model across disciplines, which now commands an entire domain of research and application. However, questions remain about how ready students are for a blended learning model of instruction. The purpose of this study is to investigate students’ readiness for blended learning in a leading Malaysian private higher education institution. Design/methodology/approach This study used a non-experimental quantitative research design. Data were gathered from a sample of 274 pre-university and undergraduate students using the blended learning readiness engagement questionnaire. Data was analysed using WINSTEPS Rasch model measurement software to determine the validity and reliability of the instrument. Descriptive statistics (mean and standard deviation) scores, (logit) value of the item and (logit) value of a person was used to examine students’ readiness for a blended learning model of instruction and specifically assess their readiness based on gender, age, ethnicity and field of study. Findings Findings indicate that students were ready for blended learning. Further analysis indicated there were differences in students’ readiness for blended learning based on gender, age, ethnicity and field of study. Originality/value This study provides insight into students’ readiness towards blended learning in a leading Malaysian private higher education institution, discusses implications for blended learning practices and offers recommendations for future research.

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