scholarly journals Influence Service Quality and Tuition Fee on Student Satisfaction During The Handling of Covid-19 Outbreak

2021 ◽  
Vol 1 (2) ◽  
pp. 12-20
Author(s):  
Dewi Murtiningsih ◽  
Widi Wahyudi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Tuition Fees ◽  
Tuition Fee

 The purpose of the research is to find out service quality and tuition fees on student satisfaction (partially or simultaneously). The type of this research is explanatory research. The population used in research is all 5,594 students of Budi Luhur University. The sampling technique used is proportional sampling. The number of samples used in this research is 110. SPSS is used as an analysis tool. The result of this research shows that service quality influences student satisfaction, tuition fee influences student satisfaction, and service quality and tuition fee simultaneously influence student satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA PADA INSTITUTE OF BUSINESS (IOB) DI TIMOR-LESTE

2017 ◽  
pp. 2917 ◽  
Author(s):  
NATALINO ALARICO BARRETO XIMENES
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Analysis Tool ◽  
Managerial Implication ◽  
Student Loyalty ◽  
Total Respondent ◽  
Timor Leste

The aim of this study is to understand the influence of the service quality for the student satisfaction and loyalty. To keep compete on the path, IOB should maintain the good service quality to its students, in order to gain the loyalty from its students. Therefore, with the good quality services, IOB could stand on the competition.           Respondent of this study are the active IOB students, with age minimum 17 years old and maximum 35 years old. The total respondent for this study is 104 respondents, using the purposive sampling technique, and Structural Equation Modeling (SEM) as the data analysis tool. The result of this study showed that the hypothesis put forward entirely acceptable: 1) service quality has positive and significant impact on student satisfaction, 2) service quality has positive and significant impact on student loyalty, 3) student satisfaction has positive and significant impact on student loyalty. Managerial implication from this study is the management of IOB should have regular evaluation for its service quality, and also perform correction and improvement to reduce students complains, in order to increase the student satisfaction and loyalty.  

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 Analisis Kepuasan Mahasiswa dalam Menggunakan Sistem Informasi Terpadu Akademik (SITA) Universitas Batanghari Jambi

2020 ◽  
Vol 5 (2) ◽  
pp. 327
Author(s):  
Osrita Hapsara ◽  
Gupron Gupron ◽  
Andri Yandi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Information Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Primary Data ◽  
Quality Information ◽  
Significant Positive Effect ◽  
System Quality ◽  
Positive Effect

This study aims to analyze the effect of system quality, information quality, and service quality on student satisfaction in using the Integrated Academic Information System (SITA) at Batanghari University (Unbari) Jambi. This research was conducted in the Unbari Jambi environment, with the population in this study were students in the Unbari Jambi environment. The sample in the study was 98 students with proportionate random sampling technique. Types and sources of research data consist of primary data, namely data obtained from the opinions of respondents through a research questionnaire, and secondary data, namely data obtained from Unbari Jambi. The data analysis technique used in testing the research hypothesis was multiple linear regression analysis using SPSS version 21.0 for windows. The results of the study found that: 1) system quality has a positive and significant effect on student satisfaction in Unbari Jambi; 2) the quality of information has a significant positive effect on student satisfaction in Unbari Jambi; 3) service quality has a significant positive effect on student satisfaction in Unbari Jambi; and 4) system quality, information quality, and service quality together have a significant effect on the satisfaction of Unbari Jambi students with a contribution of influence of 68.1% and the remaining 31.9% is influenced by other factors not included in the scope of this study.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PERUSAHAAN MASTER PIECE KARAOKE DI KOTA BENGKULU

2021 ◽  
Vol 9 (1) ◽  
pp. 50-58
Author(s):  
Yudi Irawan Abi
Keyword(s):  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Sampling Techniques ◽  
Analysis Tool ◽  
Test Result

The purpose of this study was to determine the effect of   tangible, reliability, responsiveness, assurance  and empathy of service quality to consumer satisfaction of Master Piece Karaoke in Bengkulu. The sampling technique in this study using purposive sampling techniques and data collection is done by distributing questionnaires to the respondents. The questionaires were distributed to the 100 respondent of Master Piece Karaoke in Bengkulu. The analysis tool used is multiple linear regression using SPSS 16. Hypothesis testing using the T test. Result shows that  partially, tangible, reliability, responsiveness, assurance  and empathy variables has significant effect on consumer satisfaction  of Master Piece Karaoke in Bengkulu. Based on the analysis of known coefficient of determination value of Adjusted R Square is  0.477, this means 47,7% variable consumer satisfaction is influenced by variables service quality.

scholarly journals Factors Affecting Individual Taxpayers on the Individual Taxpayers’ Annual Tax Return Reporting with Tax Sanctions as Moderating Variables at Pratama Medan Barat Tax Office

2021 ◽  
Vol 8 (12) ◽  
pp. 557-568
Author(s):  
Neni Wahyuni ◽  
Idhar Yahya ◽  
Sirojuzilam .
Keyword(s):  
Service Quality ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Factors Affecting ◽  
Moderating Variables ◽  
Study Results ◽  
Tax Returns ◽  
Data Analysis Tool ◽  
The Individual

This study aims to empirically prove the effect of taxation knowledge, tax supervision, tax socialization, taxpayer awareness, and quality of tax services on individual taxpayers' annual tax return reporting with tax sanctions as a moderating variable. Respondents in this study were 100 individual taxpayers registered at Pratama West Medan. The sampling technique in this research is using the purposive sampling technique. The data used are primary. The data analysis tool used is SEM-PLS. The study results indicate that tax knowledge and tax service quality significantly affect reporting individual taxpayers' annual tax returns at the Pratama Medan Barat Tax Office. Tax sanctions are able to moderate the effect of taxation socialization on the reporting of the annual tax return of individual taxpayers at the Pratama Medan Barat Tax Office. However, it cannot moderate the effect of tax knowledge, tax supervision, taxpayer awareness and quality of tax services on the reporting of individual taxpayers' annual tax returns at the Pratama Medan Barat Tax Office. Keywords: tax knowledge, tax control, tax socialization, tax awareness, tax service quality, tax sanction, individual taxpayers' annual tax return reporting.

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 Analisis Kualitas Pelayanan Pajak Kendaraan Bermotor Pada Unit Pel ayanan Pendapatan Daerah Pontianak Wilayah I

2016 ◽  
Vol 11 (1) ◽  
pp. 556
Author(s):  
Riyanti Herawati
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Service Quality ◽  
Motor Vehicle ◽  
Sampling Technique ◽  
Analysis Tool ◽  
Descriptive Data ◽  
Region I ◽  
Service Vehicles

The aim of this study was to determine the quality of taxpayer service vehicles on Revenue Services Unit Lagos Region I. The method used in this research is descriptive. Data collection techniques are observation, interviews and questionnaires. The sample of 100 persons of the population in the form of compulsory motor vehicle tax. Sampling technique is purposive. Analysis tool used is Service Quality (SERVQUAL). The analysis showed that the quality of service is not satisfactory for the respondent. It can be seen through a comparison of the scores obtained by the perception of -0.508, while the expectation of which amounted to -0.55.

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.

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 The Influence of Service Quality, Tuition Fee and Promotion on Student Decisions to Continue Study in Postgraduate of Prima Indonesia University

2020 ◽  
Vol 3 (2) ◽  
pp. 829-837
Author(s):  
Regina Fortunata ◽  
Nagian Toni
Keyword(s):  
Service Quality ◽  
Survey Research ◽  
Random Sampling ◽  
Quality Service ◽  
Tuition Fees ◽  
School Students ◽  
Alternative Strategies ◽  
Continue Study ◽  
Improve Service Quality ◽  
Tuition Fee

The Prima Indonesia University (UNPRI) Postgraduate School is one of the Postgraduate programs in Medan. Various efforts to maintain and improve service quality have been made, as well as tuition fees have been set within an affordable and competitive range, as well as intense promotion, however these efforts have not succeeded in increasing the number of UNPRI Postgraduate School students, instead they have decreased each year. The purpose of this study is to find the factors that cause the low number of student registrants and develop alternative strategies and policies that can be implemented by management. UNPRI School to increase the number of student registrants through quality service, tuition fees, and promotions. This type of research is survey research. The questionnaire was distributed by clustered random sampling to 89 active students at the UNPRI Postgraduate School. From the results of the analysis, it was found that 42.7% of the decisions of students registering to continue their studies at the UNPRI Postgraduate School were influenced by Service Quality, Tuition, and Promotion, while 57.3% were influenced by other variables outside the variables used in this study. Service quality variables, tuition fees, and promotions together significantly influence student decisions. However, based on partial testing, the variable tuition does not significantly affect student decisions. On the contrary, service quality and promotion variables have a significant effect partially on student decisions.

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