The Influence of Service Quality, Institutional Reputation, Students’ Satisfaction  on Students’ Loyalty in Higher Education Institution

Research highlights the influence of service quality, institutional reputation, student satisfaction in building student loyalty. Quantitative approach was used with a survey method. The research respondents were 185 students from PGRI University Palembang. Analysis techniques using variance-based structural equation models (SEM) SmartPLS. The results of the study shows that service quality has a significant effect on reputation and student satisfaction, but service quality and student satisfaction have no significant effect on student loyalty. On the contrary, the reputation of an institution has a very significant direct effect on loyalty. Student service quality has a significant indirect effect on student loyalty through the reputation of the institution, this implies that the reputation of the institution carries a relative influence relationship between service quality on student loyalty. These findings can help higher education institutions to make better strategic plans to increase student loyalty.

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

Kelola Jurnal Manajemen Pendidikan ◽

10.24246/j.jk.2021.v8.i1.p103-109 ◽

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.

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The Impact of Marketing Strategies and Satisfaction on Student Loyalty: A Structural Equation Model Approach

International Education Studies ◽

10.5539/ies.v9n8p94 ◽

2016 ◽

Vol 9 (8) ◽

pp. 94 ◽

Cited By ~ 3

Author(s):

Yu-Chuan Chen

Keyword(s):

Higher Education ◽

Student Satisfaction ◽

Structural Equation ◽

Structural Equation Models ◽

Equation Model ◽

Marketing Strategies ◽

Intermediate Variable ◽

Student Loyalty ◽

Educational Market ◽

The Impact

The dynamic changes in higher education observed over the last 20 years have transformed the educational market. The potential value of promoting student satisfaction and loyalty in higher education has become a significant issue. This study investigates the directions and strengths of the relationships among marketing strategies, student satisfaction, and loyalty in Taiwanese higher education. Structural equation models were used to validate the measure and test the proposed relationships. The study tested two hypotheses: marketing strategies are positively related to student satisfaction (H1), and student satisfaction is positively related to student loyalty (H3). These findings indicate that student satisfaction is a key intermediate variable for marketing strategies and student loyalty. This study’s results provide several important implications for managers in higher education.

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The Correlation between Servqual Dimensions and Student Satisfaction

ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL ◽

10.24191/abrij.v7i2.14909 ◽

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.

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Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

WIDYA MANAJEMEN ◽

10.32795/widyamanajemen.v2i1.546 ◽

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.

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Dimensi Kualitas Layanan dan Pengaruhnya terhadap Loyalitas Mahasiswa dengan Tingkat Kepuasan sebagai Variabel Intervening

Jurnal Manajemen Bisnis Krisnadwipayana ◽

10.35137/jmbk.v7i2.254 ◽

2019 ◽

Vol 7 (2) ◽

Author(s):

Mister Candera ◽

Gumar Herudiansyah

Keyword(s):

Higher Education ◽

Service Quality ◽

Path Analysis ◽

Student Satisfaction ◽

Indirect Effect ◽

Direct Influence ◽

Indirect Influence ◽

Student Loyalty ◽

Quality Dimensions ◽

Service Quality Dimensions

This study aims to analyze and describe the direct influence and indirect influence of service quality dimensions on student loyalty through student satisfaction. This study uses perimer data collected through questionnaires with a total of 350 students. Analysis of the data used is Path Analysis. Based on the results of the analysis it was found that tangible has a direct and indirect effect on student loyalty through student satisfaction. reliable variables, responsiveness, and empathy have a direct but not significant effect on loyalty. These three variables have a significant effect on student satisfaction. Meanwhile, assurances have an effect and are not significant towards student loyalty either directly or indirectly through student satisfaction. The results of this study can be used as information for Higher Education in making and implementing policies, so that students are more loyal to Higher Education as a place for respondents to study. Keywords: Dimensions of Service Quality, Satisfaction, and Loyalty

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Student’s Satisfaction of the Quality of Online Learning in Higher Education: An Empirical Study

Sustainability ◽

10.3390/su132111960 ◽

2021 ◽

Vol 13 (21) ◽

pp. 11960

Author(s):

Carmen Jiménez-Bucarey ◽

Ángel Acevedo-Duque ◽

Sheyla Müller-Pérez ◽

Luis Aguilar-Gallardo ◽

Miguel Mora-Moscoso ◽

...

Keyword(s):

Higher Education ◽

Online Learning ◽

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Digital Transformation ◽

Three Dimensions ◽

Technical Service ◽

The Impact

Higher education institutions (HEIs) have been facing a digital transformation in online learning as a result of the restrictions generated by COVID-19. Therefore, identifying which are the elements that influence student satisfaction will allow HEIs to establish strategies to ensure the quality of the digital transformation. This study proposes a model that measures student satisfaction considering three dimensions: teacher quality, technical service quality and service quality. Then, the impact of each dimension on student satisfaction is estimated using a Partial Least Squares Structural Equation Model (PLS-SEM), and finally an Importance-Performance Map Analysis (IPMA) was performed to identify the improvements that should be made to increase student satisfaction. When analyzing the responses of 1430 students at the School of Medicine, it was found that the quality of technical service should be improved, specifically training, and encouraging teachers to use strategies that allow student participation.

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

Journal of Management and Islamic Finance ◽

10.22515/jmif.v1i1.3552 ◽

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.

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Service Quality and Education Cost Implication the Decision to Stay Active Re-Study Mediated by Student Satisfaction – A Study at Private University in West Java

European Journal of Economics and Business Studies ◽

10.26417/ejes.v10i1.p200-207 ◽

2018 ◽

Vol 10 (1) ◽

pp. 200

Author(s):

Yenny Maya Dora

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Services Quality ◽

Private University ◽

University Student ◽

Equation Modeling ◽

Survey Method ◽

West Java ◽

Decision To Stay

This study aims to analyze the implication of service quality variables and education costs in relation to student satisfaction variables as well as variables of Student Decision to Stay Active Re-study at Private University in West Java. This research was conducted by survey method, the data obtained by the distribution of student questionnaires. The population of this research is private university student in West Java. Data were analyzed using Structural Equation Modeling (SEM) with AMOS 18. From the results of this study can be concluded that the decision of students to Stay Active Re-study is implication the variable Services Quality and Education Cost through student satisfaction variable.

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

Business Innovation and Entrepreneurship Journal ◽

10.35899/biej.v2i4.156 ◽

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.

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

Jurnal Ilmiah Matematika dan Pendidikan Matematika ◽

10.20884/1.jmp.2014.6.1.2900 ◽

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.

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