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 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.

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 Analysis of Educational Quality Based on Quality, ServQual and Retention of Students

2020 ◽  
Vol 3 (2) ◽  
pp. p11
Author(s):  
Tegowati Tegowati ◽  
Dian Palupi ◽  
Yesa Cahayaning Ramadhani
Keyword(s):  
Service Quality ◽  
Student Retention ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Positive Influence ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Output Coefficient ◽  
Relationship Of ◽  
Parameter Coefficient

This study analyzed the influence of ServQual (service quality) on satisfaction and student retention. The sample used was 175 STIESIA Surabaya students using non probability sampling called, accidental sampling. Data analysis used Structural Equation Modeling (SEM) with AMOS 21 software. Based on the discussion of the hypotheses proposed in this study, the conclusions are as follows: 1). There is a positive influence between ServQual on satisfaction. This is based on the results of the parameter coefficient output. It is known that the relationship of the ServQual construct to satisfaction is significant at 0.001 (sign p = ***) with a standardized parameter coefficient of 0.735. Thus, if ServQual is good, students will be satisfied, and vice versa if ServQual is bad, students will not be satisfied. 2) There is a positive effect of satisfaction on student retention. This is based on the results of the output coefficient parameter construct relationship satisfaction to student retention significant at 0.001 (p = 0.001) and standardized parameter coefficient of 0.513. Thus if student satisfaction is high then student retention is also high, and vice versa if satisfaction is low then student retention is also low. 3) There is no influence between ServQual on student retention indicated by the output parameter coefficient at 0.001 (p = 0.132) This proves that loyalty cannot be created through service quality, but through satisfaction first. thus, it can be said that satisfaction has a mediating effect between ServQual and Student Retention.

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

2021 ◽  
pp. 372-383
Author(s):  
Jumeri Jumeri ◽  
Khosyani ◽  
Falah M.A.F
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Equation Modeling ◽  
Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

Influence of service quality and corporate image on the satisfaction of patients with Brazil’s National Cancer Institute

2019 ◽  
Vol 13 (4) ◽  
pp. 447-468 ◽  
Author(s):  
Eduardo Dias Coutinho ◽  
Paulo Roberto da Costa Vieira ◽  
Cecília Lima de Queirós Mattoso ◽  
Irene Raguenet Troccoli ◽  
Marcos Jose Pereira Renni
Keyword(s):  
Service Quality ◽  
National Cancer Institute ◽  
Structural Equation ◽  
Causal Relation ◽  
Positive Influence ◽  
Corporate Image ◽  
Equation Modeling ◽  
Content Type ◽  
Patients Satisfaction

Purpose The purpose of this paper is to better understand the influence of service quality and corporate image of Brazil’s National Cancer Institute (INCA) on the satisfaction of its outpatients. Design/methodology/approach The study is quantitative, with data collected from a self-administered structured questionnaire answered by a sample of 434 outpatients of Hospital do Câncer I, the largest and oldest hospital operated by the INCA. The data were treated with covariance-based structural equation modeling. Findings The results indicated that the corporate image of the INCA was the main factor having a positive influence on the patients’ satisfaction, followed by the quality of the services rendered by physicians and the quality of the hospital’s facilities. Originality/value The study shows that unlike indicated by the theory, quality does not have a direct impact on satisfaction with the nursing services, but rather an indirect impact via corporate image. Even though part of the explanation can be the fact that only outpatients were surveyed, who have less interaction with the nursing team than do inpatients, this result shows the strength of the hospital’s corporate image regarding patients’ satisfaction. Besides this, the study identified that hospitals with a strong corporate image transmit to patients the perception that they are being treated by technically qualified professionals, thus increasing the chances of cure and reduced suffering. This is fundamental for patients’ satisfaction, as most are unable to understand the technical attributes of the service. The study adds to the scarce Brazilian literature on the causal relation between the image of hospitals and their patients’ 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.

Measuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE)

2019 ◽  
Vol 74 (3) ◽  
pp. 349-370 ◽  
Author(s):  
Syed Zamberi Ahmad ◽  
Norita Ahmad ◽  
Avraam Papastathopoulos
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
United Arab Emirates ◽  
Structural Equation ◽  
Positive Impact ◽  
Two Dimensions ◽  
Content Type ◽  
Five Dimensions ◽  
Face To Face

Purpose This study aims to delve upon customer satisfaction and service quality within small- and medium-sized hotels (SMSHs) by using a modified SERVQUAL model. Design/methodology/approach Data for the study were collected from a sample of 253 guests of varying nationalities who stayed at SMSHs of one-to-three-star ratings in the UAE. Moreover, 15 face-to-face interviews were conducted. The influence of the five dimensions of the SERVQUAL model on visitors’ satisfaction was explored using structural equation modelling. Findings The results indicated that three out of the five dimensions of SERVQUAL, namely, tangible, responsiveness and assurance, have significant positive impact on visitors’ satisfaction of the SMSHs Industry. The remaining two dimensions of SERVQUAL, reliability and empathy, have no significant impact on visitors’ satisfaction. Originality/value This study provides a major contribution in that it offers the potential to examine a vastly under researched area of customer satisfaction and service quality of SMSHs in a developing country.

Service quality of household toilets in rural settlements of India: an assessment from the users' perspective

2017 ◽  
Vol 7 (4) ◽  
pp. 589-600 ◽  
Author(s):  
Mohammad Rashid ◽  
Debapratim Pandit
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Rural Settlements ◽  
Policy Makers ◽  
Perceived Service Quality ◽  
Ordered Logistic Regression ◽  
Using Data

Abstract User satisfaction with the perceived service quality of household toilets and its attributes is one of the important factors that affect users' attitudes towards toilet use. In this study, the perceived service quality of household toilets is assessed using data on users' satisfaction with individual service quality attributes and overall service quality in Gaya district of Bihar, India. The data collected from 723 households are analyzed using factor analysis and structural equation modeling (SEM). Then, an ordered logistic regression is applied to establish the relationship between the latent parameters and user satisfaction with the overall service quality of toilets. The latent factor, ‘toilet structure’ is found to be more important in users' assessment of the overall satisfaction followed by ‘availability of water’ and ‘toilet maintenance’. The identified latent factors are further analyzed in terms of their variation across socioeconomic groups, which showed that households belonging to socioeconomically marginalized sections of society are dissatisfied with their toilets. The service quality of household toilets constructed using subsidies mostly by the socioeconomically marginalized households is perceived as poor. The study highlights the importance of different dimensions of household toilets which would help policy makers in designing more effective policies on rural sanitation.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS MELALUI KEPUASAN DEBITUR BANK BRI KANTOR CABANG PEMBANTU GENTENG KALI SURABAYA

2020 ◽  
Vol 1 (1) ◽  
pp. 32-48
Author(s):  
Haries Setiawan ◽  
JFX. Susanto Sukiman
Keyword(s):  
Quality Of Service ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Five Dimensions ◽  
Independent Variable ◽  
Improve Service Quality ◽  
Variable Quality

The purpose of this study was to determine the effect of service quality on loyalty through debtor satisfaction. The research was done in the BRI Bank Surabaya Branch of Genteng Kali Surabaya. The method used in this research was quantitative. The variables in this study were classified into three, including service quality as an independent variable, loyalty as a dependent variable, and satisfaction as an intervening variable. Quality of service in this study was divided into five dimensions including tangibles, reliability, responsiveness, assurance, and empathy. The analytical method used was structural equation modeling (SEM) with the help of Smart-PLS software. The results found only two variables found to have a positive and significant effect between variables, including assurance of satisfaction and satisfaction with loyalty. This indicated that companies still need to improve service quality from all dimensions.

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