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 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 The Effect of Quality of Education Services on Perceptions of Educational Costs and Student Trust and Their Impact on Student Satisfaction at SMA Negeri Ujungbatu

2021 ◽  
Vol 5 (3) ◽  
pp. 448
Author(s):  
Septia Syafriani ◽  
Suarman Suarman ◽  
Henny Indrawati
Keyword(s):  
Student Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Quality Of Education ◽  
Education Services ◽  
Education Costs ◽  
Perceptions Of Education ◽  
The Impact ◽  
Student Confidence

This study aims to analyze the effect of the quality of education services on perceptions of education costs and student confidence and their impact on student satisfaction at SMA Negeri Ujungbatu. The population of this research is the students of Class XI SMA Negeri Ujungbatu as many as 475 students. The study was conducted with a sample of 217 students taken by simple random sampling technique. Data was collected using a questionnaire. The data analysis used in this research is descriptive quantitative and path analysis. The results showed that there was an influence between the quality of education services on perceptions of education costs and student confidence and the impact on student satisfaction at SMA Negeri Ujungbatu. The meaning is that the better the quality of educational services provided by the school and the more positive students perceive the cost of education, the more students will believe in the education in the school, it will increase the satisfaction felt by students

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 Analisis Pengaruh Citra Lembaga, Kualitas Layanan dan Religiusitas terhadap Keputusan Muzaki Membaya Zakat dengan Minat sebagai Variabel Moderating

2020 ◽  
Vol 4 (1) ◽  
pp. 74-81
Author(s):  
Iin Sofiyani ◽  
Agus Kristiyono
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Validity And Reliability ◽  
Institutional Image ◽  
Descriptive Statistical Analysis

The purpose of this research is to determine the effect of institutional image, service quality, and religiosity, on the decision of muzaki to pay zakat in LazisMu, using interest as a moderating variable. The research was conducted at Lazis Mu sub-district Suruh, Semarang regency. The population of this quantitative research is muzaki LazisMu in sub-district Suruh, Semarang Regency with 112 people. This research is classified as quantitative. The sample is determined by using a simple random sampling technique. The analytical method used in this research is linear regression analysis using SPSS. The test is being used to collect data in questionnaires, literature review, and documentation Before a test give to real samples, the test was tested using validity and reliability. The data analysis techniques in this research use descriptive statistical analysis, test classical assumptions, and multiple linear regression. The results of this research stated that institutional image and religiosity are not influenced by the decision of muzaki to pay zakat, while the quality of service affected the decision of muzaki to pay zakat on LazisMu. The research shows that interest moderates the influence of institutional image, service quality, and religiosity, on the decision of muzaki to pay zakat at LazisMu Branch Suruh.

scholarly journals The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior

2019 ◽  
Vol 4 (2) ◽  
pp. 149-156
Author(s):  
Setyani Dwi Lestari ◽  
Mariah Mariah ◽  
Heni Iswanti ◽  
Umbar Riyanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Total Sample ◽  
Jel Classification ◽  
Public Attention ◽  
Product Service

Objective – Banks are financial intermediaries which are vital to support the economy of a country. Banks can be interpreted as the financial institutions whose activities are collecting funds from the community, distributing the funds back to the community, and providing other banking services. The development and improvement of service quality from the banks should be the center of public attention. This is because of the tight competition in terms of quality of the services, products, and marketing strategies undertaken by the banks. In an environment of tight competition, the top priorities of service companies such as banks are customer satisfaction and excellent service quality in order to improve customer loyalty and word-of-mouth behavior. This research aims to study, analyze, and explore the effect of product, service, and customer satisfaction on word-of-mouth (WOM) behavior at PT Bank Jakarta. Methodology/Technique –The models used in this research is a descriptive and associative model using SPSS 19. This study uses a simple random sampling technique with a total sample of 80 people. The research instrument used as a measuring tool in this study is a questionnaire consisting of 40 statements. Findings & Novelty – The result of this research show that product (X1), service (X2), and customer satisfaction (X3) simultaneously affect word-of-mouth behavior (Y). The results conclude that PT Bank Windu Kentjana International Tbk Jakarta should improve the quality of its products and services delivered to its customers and prospective customers in order to build their loyalty and improve their word-of-mouth. Type of Paper: Empirical Keywords: Product; Service; Customer Satisfaction; Word of Mouth Behavior. Reference to this paper should be made as follows: Lestari, S. D.; Mariah, Iswanti, H.; Riyanto. U. 2019. The Effect of Product, Service, and Customer Satisfaction on Word-of-Mouth Behavior, J. Mgt. Mkt. Review 4 (2): 149 – 157 https://doi.org/10.35609/jmmr.2019.4.2(7) JEL Classification: M30, M31, M39.

scholarly journals Peran Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Transportasi Online

2019 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Ingga Widi Aprilla ◽  
Sholihati Amalia
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Good Service ◽  
The People ◽  
The Mind ◽  
A Company

Service quality is a form of activity undertaken by a company that aims to meet the wants and needs of customers by providing good service. Customer loyalty is a consumer's assessment of the quality of the product or service it receives based on existing expectations in the mind. Loyal customers will always tend to only one brand even though there are many similar brands. Sample in this study amounted to 135 respondents, is the people of Bandung who have or often use online transportation. The sampling technique using simple random sampling. The purpose of this study is to find out the influence of service quality on online transportation customer loyalty. The result obtained shows that service quality influence significantly customer loyalty by 24,1%.

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 Improve Consumer Purchasing Decisions Through Quality of Service, Promotion And Quality of Information At PT. Ng Tech Supplies

2021 ◽  
Vol 2 (3) ◽  
pp. 880-889
Author(s):  
Septa Diana Nabella
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Random Sampling ◽  
Information Quality ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Purchasing Decisions ◽  
Quality Of Information ◽  
Quality Promotion

The main objective of this research is to analyze the influence of service quality, promotion and information quality on customer purchasing decisions at PT. Ng Tech Supplies. This research is causal research (cause-effect research) . The population and sample in this study were 164 regular customers during January 2019 to July 2019 period. The sampling technique that the researcher used in this study was the simple random sampling technique. So that the sample in this study was 116 respondents. The results showed that partially service quality and information quality variables had a significant effect on customer purchasing decisions at PT. Ng Tech Supplies. Meanwhile, promotion has no effect on customer purchasing decisions at PT. Ng Tech Supplies.

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.

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