Determinants of Students’ Satisfaction in HEIs’ of Pakistan: An Empirical Investigation

2021 ◽  
Vol 39 (10) ◽  
Author(s):  
Muhammad Usman ◽  
Siti Falindah Padlee ◽  
Wan Norhayati Mohamed ◽  
Siti Nur ‘Atikah Zulkiffli
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Institutional Environment ◽  
Sampling Technique ◽  
Academic Programs ◽  
Faculty Involvement ◽  
Least Squares Regression ◽  
Teaching Excellence ◽  
Students Satisfaction

Service quality is vital for higher education institutions in order to remain competitive and growing. There is a dire need to ensure students’ satisfaction with university. Factors influencing students’ satisfaction had been explored in private universities of Islamabad, Pakistan. The factors that influenced students’ satisfaction were measured on teaching excellence, quality of academic programs, faculty involvement, and institutional environment. Non-probability sampling technique applied for 436 of HEIs students from three universities which were selected as a sample for study. A set of questionnaires was administered and distributed to the respondents of the study. A variance based Partial Least Squares regression (PLS) was applied to test the hypotheses. Results indicate a positive and direct relationship between perceived service quality of education and student satisfaction. The results of study contribute towards the literature of student satisfaction determinants and practical implications for academicians of HEIs of Islamabad, Pakistan universities.

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.

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 PENGARUH SARANA DAN PELAYANAN TERHADAP KEPUASAN MAHASISWA PROGRAM STUDI PENDIDIKAN EKONOMI FAKULTAS PENDIDIKAN ILMU PENGETAHUAN SOSIAL IKIP PGRI BOJONEGORO

2018 ◽  
Vol 5 (1) ◽  
pp. 71
Author(s):  
Sarjono Sarjono ◽  
Eka Farida
Keyword(s):  
Student Satisfaction ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Economic Education ◽  
Coefficient Of Determination ◽  
F Test ◽  
Study Program ◽  
Probability Sampling ◽  
Students Satisfaction

Abstract: This study aims to determine the effect of facilities and services on student satisfaction Study Program Economic Education Faculty of Education Social Sciences IKIP PGRI Bojonegoro. Procurement of facilities and services starting from the needs of students, so that the success or failure of facilities and services provided can be seen from the perception of students on the quality of facilities and services which is a total assessment of the benefits of facilities and services provided to students. In this case, student satisfaction will be achieved if the quality of facilities and services provided in accordance with the required. The population in this study are the students of Economics Education program level I to IV as much as 402 respondents. Sample taken 10% with probability sampling technique equal to 40 respondents. Technique of gathering datamenggunakan instrument in the form of kuesioner. Data analysis techniques used multiple regression analysis, hypothesis test (F test and t test), and test of coefficient of determination. The result of the research shows that the variables of the facilities have a significant effect on the students 'satisfaction, while the service variable has no significant effect on the students' satisfaction. F test results show that the means and services have a significant effect on the satisfaction of the students of Economic Education Study Program of 58.3% based on the R2 value of 0.583 with the significance of 0.000.Keywords : Facilities, Service, and Students Satisfaction Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh sarana dan pelayanan terhadap kepuasan mahasiswa Program Studi Pendidikan Ekonomi Fakultas Pendidikan Ilmu Pengetahuan Sosial IKIP PGRI Bojonegoro. Pengadaan sarana dan pelayanan dimulai dari kebutuhan mahasiswa, sehingga berhasil atau tidaknya sarana dan layanan yang disediakan dapat dilihat dari persepsi mahasiswa terhadap kualitas sarana dan pelayanan yang merupakan penilaian total atas keunggulan sarana dan pelayanan yang diberikan kepada mahasiswa. Dalam hal ini, kepuasan mahasiswa akan tercapai apabila kualitas sarana dan pelayanan yang disediakan sesuai dengan yang dibutuhkan. Populasi dalam penelitian ini adalah mahasiswa program studi Pendidikan Ekonomi tingkat I s/d IV sebanyak 402 responden. Sampel diambil 10% dengan teknik probability sampling sebesar 40 responden. Teknik pengumpulan datamenggunakan instrumen berupa kuesioner. Teknik analisis data menggunakan analisis regresi berganda, uji hipotesis (uji F dan uji t), dan uji koefisien determinasi. Hasil penelitian secara parsial menunjukkan variabel sarana berpengaruh signifikan terhadap kepuasan mahasiswa, sedangkan variabel pelayanan tidak berpengaruh signifikan terhadap kepuasan mahasiswa. Hasil Uji F menunjukkan bahwa sarana dan pelayanan berpengaruh signifikan terhadap kepuasan mahasiswa program studi Pendidikan Ekonomi sebesar 58,3% yang didasarkan pada nilai R2 sebesar 0,583 dengan signifikansi 0,000.Kata Kunci : Sarana, Pelayanan, dan Kepuasan Mahasiswa

scholarly journals The Effect of Lecturer Service Quality on Students’ Satisfaction in Private Universities

2020 ◽  
Vol 11 (2) ◽  
pp. 223
Author(s):  
Yuyun Elizabeth Patras ◽  
Rais Hidayat
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Quantitative Research ◽  
Survey Methods ◽  
Private University ◽  
Important Variable ◽  
National Education ◽  
The University ◽  
Students Satisfaction

<pre><span lang="EN-US">One of the roles of the university is to support national education goals as part of educating students.<span class="tlid-translation"> Student satisfaction is an important variable for the existence and sustainability of a university, especially a private universities.This research aims to analyze the effect of lecturer service quality on student satisfaction.</span>This research uses quantitative research with survey methods. <span class="tlid-translation">The population of this research were students of a private university at Universitas Pakuan with 543 respondents. The findings of this research were that there was a positive and significant influence between the lecturer service quality on student satisfaction. This means that efforts to increase student satisfaction can be done by improving the quality of lecturer services. Meanwhile, from the 5 dimensions of lecturer service quality, it was found that the empathy dimension had the greatest influence compared to other dimensions of lecturer service quality</span>.</span></pre>

scholarly journals The Influence of School Facilities Service Quality and Teacher Competency to the Satisfaction of Madrasah Aliyah Annajah Students Jakarta

2020 ◽  
Vol 2 (3) ◽  
Author(s):  
Lestary Permata Sari ◽  
Ngadino Surip
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Strong Relationship ◽  
Simple Random Sampling ◽  
School Facilities ◽  
Teacher Competence ◽  
Teacher Competency ◽  
Quantitative Analysis Method

This study aims to determine the effect of school facilities, service quality and teacher competence on student satisfaction. The research method used is a quantitative analysis method using multiple linear regression and analysis of determination (R square), partial hypothesis testing (t test) and simultaneous (F test) as well as correlation between dimensions with a population of 291 people and is based on the method of taking probability sampling with a simple random sampling technique with a precision of 10% and obtained a sample of 100 people. The results showed that there was a strong relationship between variables and dimensions as indicated by the correlation between dimensions in which school facilities influenced the positive and significant aesthetic dominant dimensions and were related to student satisfaction. Quality of service influences the tangible dimensions of the dominant positive and significant and is related to student satisfaction and teacher competence influences the dominant and significant pedagogic dimensions positively and is related to students satisfaction.

scholarly journals The Analysis of Library Collection, Electronic Resources, and Librarian Services Quality on The Student’s Satisfaction

2018 ◽  
Vol 7 (4.38) ◽  
pp. 1330
Author(s):  
Abdullahi Hassan Gorondutse ◽  
Mohammed Nuhu ◽  
Khairol Anuar Bin Ishak
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
User Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Library Collection ◽  
Recent Debate ◽  
Universiti Utara Malaysia ◽  
Library User

The studies on library user satisfaction have become a topic of recent debate. the aimed of this paper is to analyze the effects of library collection, e-resources, and librarian service quality towards student satisfaction in the sultanah bahiyah library of uum. a sample of 80 were employees based on probability sampling technique adopted. the data were obtained from the respondents using a questionnaire.the study used ibm spss statistics 24 application software foranalysis, descriptive analysis, reliability analysis, regression analysis, and hypothesis testing results using. the results and findings shown that the library collection, e-resources, and librarian service quality are significantly related to the student satisfaction in the sulthanah bahiyah library of uum. therefore, the result of this study found that the best services, physically and technically, provided by the sultanah bahiyah libraryhas been satisfying the customers, which are students of universiti utara malaysia generally, and especially the students who visit the library. hence, this paper recommended that sulthanah bahiyah library uum to improve their performance in order to meet the visitor’s satisfaction, especially in the area of quality of librarian services.the future researchers employ other factors besides of library collection, e-resources, and librarian service quality towards the student satisfaction.     

scholarly journals Analyzing Universities Service Quality to Student Satisfaction; Academic and Non-Academic Analyses

2019 ◽  
Vol 9 (1) ◽  
pp. 126
Author(s):  
Kardoyo Kardoyo ◽  
Lola Kurnia Pitaloka ◽  
Rozman Rozman ◽  
Bayu Bagas Hapsoro
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Higher Learning ◽  
Public And Private ◽  
Economics Faculty ◽  
Academic Service Quality ◽  
And Behavior ◽  
Learning Institutions

Indonesia has many higher learning institutions both public and private sectors such as colleges, polytechnics, institutes and universities and they are competing among them to get students to enroll in their institutions. It has become competitive among them to get students than before. The growing competition among higher learning institutions had forced them to strive to improve their service quality provided to students. The student satisfaction of service quality can be divided into two parts, namely satisfaction in academic and non-academic. The purpose of this research is to determine whether the academic and non-academic service quality affect student satisfaction of Economics Faculty Universitas Negeri Semarang. This research used an exploratory method that explaining the relationship between hypothesis testing, making prediction and getting the implicit meaning of problems that want to be solved. This study was conducted at the Economics Faculty of Universitas Negeri Semarang. The data analysis used SEM PLS. The population in this study were students from the Economics Faculty of Universitas Negeri Semarang who registered in 2015 and graduated in 2018. The total number of population in this study were 3,596 students majoring in Economics Education, Accounting, Management, and Economic Development. This study used a stratified sampling technique where students from all disciplines and levels were determined using the Slovin formula. Questionnaires were distributed to a sample of 360 students and were administered by trained enumerators. Data were collected using self-administered assessment questionnaires of a five Likert scale and analyzed using SEM PLS 6.0 Warp PLS.  The results of this research were, first, academic service quality did not influence student satisfaction. Second, the non-academic service quality has a positive and significant influence on student satisfaction. This is because the supported learning infrastructure was found to be a factor that satisfied the students compared to teaching methods that was carried out by faculty members. It was also found that attitude and behavior in academic aspect were not significant in improving the students’ satisfaction. Therefore, it is suggested that Faculty of Economics of UNNES should focus on maintaining and improving the service quality of non-academic aspects in order to compete with other higher learning institutions.

scholarly journals Pengaruh Kualitas Layanan Akademik terhadap Kepuasan dan Prestasi Peserta Didik

2021 ◽  
Vol 1 (10) ◽  
pp. 825-837
Author(s):  
Novita Rahayu ◽  
Mustiningsih Mustiningsih ◽  
Raden Bambang Sumarsono
Keyword(s):  
Student Achievement ◽  
Service Quality ◽  
Path Analysis ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Random Sampling ◽  
Stratified Random Sampling ◽  
Academic Service Quality ◽  
Students Satisfaction

Abstract: This study aims to determine (1) the level of academic service quality, (2) the level of student satisfaction, (3) the level of student achievement, (4) the influence of the quality of academic service on student satisfaction. (6) the influence of satisfaction on the achievement of learners, and (7) the influence of the quality of academic services on the achievement of learners mediated by the satisfaction of learners. The research method used, namely quantitative approach with descriptive-correlational. Population in this research was as many as 1582. For sampling by using purposive sampling technique and stratified random sampling so that obtained by sampel as much as 323 respondents. In this study the questionnaire is used to collect data. The data analysis by using path analysis. The result of the research shows that: (1) the quality of the academic service quality is in the high category, (2) the students' satisfaction level in the high category, (3) the achievement level of the students is in the medium category, (4) 6) there is a significant influence of students' satisfaction on student achievement, and (7) there is significant influence of academic service quality toward the achievement of students who mediated with student satisfaction variable at SMPN in Ponggok sub-district, Blitar regency. Abstrak: Penelitian ini bertujuan untuk mengetahui (1) tingkat kualitas layanan akademik, (2) tingkat kepuasan peserta didik, (3) tingkat prestasi peserta didik, (4) pengaruh kualitas layanan akademik terhadap kepuasan peserta didik, (5) pengaruh kualitas layanan akademik terhadap prestasi peserta didik, (6) pengaruh kepuasan terhadap prestasi peserta didik, dan (7) pengaruh kualitas layanan akademik terhadap prestasi peserta didik yang dimediasi oleh kepuasan peserta didik. Metode penelitian yang digunakan, yaitu pendekatan kuantitatif dengan deskriptif-korelasional. Populasi dalam penelitian ini sebanyak 1582. Untuk pengambilan sampel dengan menggunakan teknik purposive sampling dan stratified random sampling sehingga diperoleh sampel sejumlah 323 responden. Dalam penelitian ini angket digunakan untuk mengumpulkan data. Adapun untuk analisis data dengan menggunakan path analysis. Hasil penelitian menunjukkan bahwa: (1) tingkat kualitas kualitas layanan akademik berada pada kategori tinggi, (2) tingkat kepuasan peserta didik pada kategori tinggi, (3) tingkat prestasi peserta didik berada pada kategori sedang, (4) terdapat pengaruh yang signifikan kualitas layanan akademik terhadap kepuasan peserta didik (5) terdapat pengaruh yang signifikan kualitas layanan akademik terhadap prestasi peserta didik, (6) terdapat pengaruh yang signifikan kepuasan peserta didik terhadap prestasi peserta didik, dan (7) terdapat pengaruh yang signifikan kualitas layanan akademik terhadap prestasi peserta didik yang dimediasi oleh variabel kepuasan peserta didik pada SMPN se-Kecamatan Ponggok Kabupaten Blitar.

scholarly journals PENGARUH REPUTASI INSTITUSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN MAHASISWA DI SEKOLAH TINGGI ILMU EKONOMI (STIE) AKA SEMARANG DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (1) ◽  
pp. 25
Author(s):  
Andre Aprilianto Suwardi ◽  
Bayu Kurniawan
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Student Satisfaction ◽  
Direct Effect ◽  
Sampling Technique ◽  
Financial Statements ◽  
Direct Influence ◽  
Analysis Technique ◽  
Institutional Reputation

The purpose of this study: to examine and analyze the effect of the institution's reputation, service quality on student satisfaction, with trust as an intervening variable. The study was conducted by accidental sampling technique, using the Slovin formula obtained a sample of 93 respondents. The data analysis technique used is the path analysis technique. The results of the study concluded that: Institutional reputation directly influences trust. Service quality has a direct effect on trust. Institutional reputation has a direct influence on student satisfaction. Service quality has a direct effect on student satisfaction. Trust has a direct influence on student satisfaction. Institutional reputation has an influence on student satisfaction through trust as an intervening variable. Service quality has an influence on student satisfaction through trust as an intervening variable. (3) human resources affect he quality of financial statements, (4) organizational commitment doesnt affect he quality of financial statements.

Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities

2016 ◽  
Vol 11 (2) ◽  
pp. 488-517 ◽  
Author(s):  
Subrahmanyam Annamdevula ◽  
Raja Shekhar Bellamkonda
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Support Services ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Service Quality ◽  
Students Satisfaction

Purpose This paper attempts to develop and validate a service quality instrument called HiEduQual to measure the perceived service quality of students in higher education institutions. This paper aims to propose a structural model by examining the theoretical and empirical evidences on the relationships between students’ perceived service quality (SPSQ), students’ satisfaction (SSt), students’ loyalty (SL) and students’ motivation (SM). Design/methodology/approach The paper uses survey research design to gather data regarding attitudes of students about quality of service, satisfaction, motivation and loyalty from seven public universities in India and tests the relationships between these variables using structural equation modeling. Findings The paper identifies a model with six-structured dimensions containing 23 items for HiEduQual. It proved the direct positive effect of the perceived service quality of students on satisfaction, loyalty and motivation. The paper also supports the partial and complete mediation role of students’ satisfaction between perceived service quality of students, their loyalty and motivation toward services being provided by the universities. The competing Model 1 (M1) with partial mediation role of students’ satisfaction between students’ perceived service quality, loyalty and motivation was proved as the best among the alternative models. Research limitations/implications The paper developed and tested a new measurement instrument that covers all the service aspects experienced by the student as primary customer in higher education. Further studies can also measure service quality of the universities in the perspective of other key stakeholders. The authors would recommend studying other possible antecedents which would have influence on satisfaction motivation and loyalty. Practical implications The findings suggested that it would be worthwhile for university leaders to make proper allocation of resources, to provide better educational services including support services and facilities. It is believed that this paper has a significant competence for engendering more precise applications related to quality of services, especially concerning students’ satisfaction, loyalty and motivation. Social implications The changing nature and need of higher education services and increase in competitive intensity necessitates higher performance levels in the Indian higher education (universities). These can only be achieved through a better understanding of the expectations of students and the importance placed by them on aspects such as teaching, administrative services, academic facilities, campus infrastructure, support services and internationalization. The paper identified that student perceived service quality is a key antecedent to student satisfaction, motivation and loyalty, which conveys that service quality is an important construct. Originality/value Previous studies have primarily focused on the relationship between service quality, satisfaction and loyalty. Along with the above, this paper includes students’ motivation and assesses the effect of service quality and satisfaction on motivation which was not previously used in services marketing research, especially in higher education sector. Higher education service holds some unique features like customers’ (student) cognitive participation in the service process, requirements of the students to be fulfilled by different parties and long-term continuous services. All these features require student participation. The results indicate that quality of academic and non-academic services play a vital role in motivating students to perform better in their academics.

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