scholarly journals The Effect Of Academic Service Quality On Satisfaction And Loyalty Of Students University

2020 ◽  
Vol 4 (2) ◽  
pp. 230-241
Author(s):  
Angrian Permana ◽  
M. Havidz Aima ◽  
Eny Ariyanto ◽  
Adi Nurmahdi
Keyword(s):  
Service Quality ◽  
Academic Service Quality

scholarly journals PERSEPSI MAHASISWA TERHADAP MUTU PELAYANAN AKADEMIK DI JURUSAN ADMINISTRASI NIAGA POLITEKNIK NEGERI MALANG

2019 ◽  
Vol 12 (2) ◽  
pp. 111
Author(s):  
Tri Yulistyawati Evelina ◽  
Rena Feri Wijayanti ◽  
Ahmad Fauzi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Secondary Data ◽  
Business Administration ◽  
Primary Data ◽  
Academic Administration ◽  
Academic Service Quality ◽  
Business Administration Students ◽  
Negative Effect ◽  
Academic Services

The research aims to: examine the quality of academic service quality (tangibles, reliability, responsibility, assurance, and empathy) influencing student satisfaction at the Malang State Polytechnic Business Administration Department. The subjects in this study are Business Administration students, there are 2 (two) academic services, namely Academic Administration for D3 Business Administration Program and DIV Marketing Management. The type of data used is primary data (questionnaire) and secondary data. The results show that the influence of the variables studied is 72.2%. and each Service Quality variable, namely Tangibles, Reliability, Assurance and Emphaty has a significantly positive effect on Student Satisfaction, but for the Responsiveness variable it shows a significant negative effect on Student Satisfaction.

scholarly journals MUTU LAYANAN AKADEMIK SEBAGAI DETERMINAN KEPUASAN MAHASISWA

2016 ◽  
Vol 1 (1) ◽  
pp. 136
Author(s):  
Nadira Martasubrata ◽  
Suwatno Suwatno
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Business Education ◽  
Likert Scale ◽  
Scale Model ◽  
Survey Method ◽  
Academic Service Quality ◽  
Simple Regression

Penelitian ini bertujuan untuk memperoleh gambaran mengenai tingkat mutu layanan akademik dan tingkat kepuasan mahasiswa, juga untuk menganalisis pengaruh mutu layanan akademik terhadap kepuasan mahasiswa. Penelitian ini menggunakan metode eksplanatory survey. Teknik pengumpulan data dalam penelitian ini menggunakan angket dengan model skala likert. Responden dalam penelitian ini berjumlah 348 mahasiswa salah satu universitas di Bandung. Teknik analisis data menggunakan regresi sederhana. Berdasarkan hasil penelitian, tingkat mutu layanan akademik berada pada kategori sedang, dan tingkat kepuasan mahasiswa berada pada kategori sedang. Dari hasil analisis regresi sederhana menunjukan bahwa mutu layanan akademik berpengaruh positif dan signifikan terhadap kepuasan mahasiswa. Dengan demikian lembaga perlu meningkatkan mutu layanan akademik agar kepuasan mahasiswanya pun meningkat.Kata Kunci: mutu layanan akademik, kepuasan mahasiswaACADEMIC SERVICE QUALITY AS DETERMINANT OF STUDENT SATISFACTIONThe aim of this research is to obtain an overview of the level of academic service quality and student satisfaction in Faculty of Economic and Business Education, also to analyze the influence of academic service quality on student satisfaction. This research used explanatory survey method. The data were obtained used questionnaire with likert scale model. The respondents in this reseach were 348 student of university in Bandung.  The data was analyzed by using simple regression. The result of the data analysis revealed that academic service quality was classified as middle category, also student satisfaction classified as middle category. Based on the analyzed of simple regression, the result revealed that academic service quality has the positive and significant influence toward student satisfaction. Thus the organization need to improve academic service quality that the student satisfaction is also improve.Keywords: academic service quality, student satisfaction

scholarly journals PENGARUH LAYANAN AKADEMIK TERHADAP KEPUASAN MAHASISWA PROGRAM PASCASARJANA UNIVERSITAS TERBUKA PADA UNIT PROGRAM BELAJAR JARAK JAUH (UPBJJ) MATARAM

2014 ◽  
Vol 15 (2) ◽  
pp. 88-98
Author(s):  
Hery Susanto
Keyword(s):  
Service Quality ◽  
Significant Role ◽  
Research Finding ◽  
Dominant Role ◽  
Degree Program ◽  
Master Degree ◽  
Academic Service Quality ◽  
Students Satisfaction ◽  
Study Unit

This research is aimed at analyzing the influence of academic service quality to the satisfaction of Master Degree Program (PPs) - Open University (UT) in the distance study unit program (UPBJJ) Mataram. The data were subsequently analyzed by double linear regression. This research finding showed that, partially the indicator of reliability dimension, responsiveness, and assurance were not influenced significantly by the students satisfaction. It was caused by the Master Degree Program UT in UPBJJ Mataram has not provided a service that is expected by the students. Otherwise the indicator of tangibles and empathy partially have significant role that influences the students satisfaction. From the five indicators, it can be seen that the empathy dimension has dominant role that influences the satisfaction of students in Master Degree Program UT in UPBJJ Mataram. Simultaneously, the quality of academic service consisted of tangible, reliability, responsiveness, assurance and empathy that has highly significant role. The higher of service quality increased the higher of students satisfaction level in Master Degree Program UT in UPBJJ Mataram. Penelitian ini bertujuan menganalisis pengaruh kualitas layanan akademik terhadap kepuasan mahasiswa Program Pascasarjana (PPs) Universitas Terbuka pada Unit Program Belajar Jarak Jauh (UPBJJ) Mataram. Teknik analisis data dengan menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa, secara parsial indikator dimensi keterandalan (reliability), responsiveness dan assurance tidak berpengaruh secara signifikan terhadap kepuasan mahasiswa, hal ini disebabkan PPs-UT pada UPBJJ Mataram belum memberikan pelayanan seperti yang diharapkan oleh mahasiswa. Selanjutnya, pada indikator tangibles dan empathy secara parsial memiliki pengaruh yang signifikan terhadap kepuasan mahasiswa. Dari ke lima indikator tersebut, dimensi emphaty memiliki pengaruh yang paling dominan terhadap kepuasan mahasiswa Program Pascasarjana UT pada UPBJJ Mataram. Secara simultan, kualitas layanan akademik yang terdiri dari tangible, reliability, responsiveness, assurance, dan empathy mempunyai pengaruh signifikan yang sangat tinggi, artinya semakin tinggi kualitas pelayanan maka semakin tinggi pula tingkat kepuasan mahasiswa PPs-UT pada UPBJJ Mataram.

scholarly journals Organizational Performance Influenced by Academic Service Quality: An Investigation in Public Universities in Malaysia

2021 ◽  
Vol 2021 ◽  
pp. 1-9
Author(s):  
Sailesh Sharma ◽  
Saleh Al Sinawi
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Public Universities ◽  
Principal Component ◽  
Academic World ◽  
Public And Private ◽  
Five Dimensions ◽  
The Public ◽  
Academic Service Quality ◽  
Academic Resources

The influence of service quality on organizational performance has captured a greater attention in corporate and academic world. The public universities in Malaysia are no different than such corporate world in terms of quality, services, and outcome. Hence, investigation of the influence of academic service quality on the organizational performance in public universities in Malaysia is the key attention of this study. A survey was conducted by drawing a sample of 435 international students from three public universities in Malaysia, by using a questionnaire developed by modification of SERVQUAL. The modified questionnaire assessing academic service quality comprises of five dimensions such as academic resources, academic competence, skills development, attitude, and responsiveness. Data obtained were analyzed by using techniques such as principal component analysis, one-way ANOVA, correlation, and multiple regression. Results indicated that the three universities provided the same level of academic service quality. It was also found that all the five dimensions of academic service quality significantly influenced the organizational performance. This study concludes by advocating the need of comparative studies between public and private universities in Malaysia and across countries.

scholarly journals Improvement of Educational Quality: Bridging The Total Quality Management to Map Students’ Life Skills at Polytechnic of Health-Ministry

2021 ◽  
Vol 58 (1) ◽  
pp. 699-709
Author(s):  
Aan Komariah Et al.
Keyword(s):  
Quality Assurance ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Life Skills ◽  
Life Skill ◽  
Total Quality ◽  
Health Ministry ◽  
The World ◽  
Academic Service Quality

This research was conducted to obtain a description that the Life Skill-Based Academic Service which is formulated based on the results of the evaluation can improve students’ life skills of Higher Education Department of Dental Nursing Polytechnic of health-ministry, Ministry of Health, Tasikmalaya and Bandung. The profile of academic service quality for Dental Nursing at Polytechnic of health-ministry, Ministry of Health, Tasikmalaya and Bandung, has not fully focused on improving life skills more thoroughly including life skills for the business world. Improvement and development of life skills through a number of learning activities, work practices and graduates who are ready to compete in the world of work. Leadership policy in implementing life skill-based academic service quality, oriented to the world of work. The formulation of policies for quality assurance is an elaboration of the vision and mission in order to produce graduates who are competent in the world of work. There is no policy evaluation specifically related to life skills. Evaluation is carried out on the output in the form of graduate and student user satisfaction with the service system. The Total Quality Management (TQM) system for service quality / academic life skill-based management has not been fully supported by the 10 main elements of TQM, especially the scientific approach. Planning focuses on main customers with internal customer support. Quality improvement is carried out by involving quality assurance units, structural and staff as team work. The improvement of the TQM system focuses on providing educational services oriented to the world of work.

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 Pelayanan Akademik terhadap Kepuasan Mahasiswa pada Sekolah Tinggi Ilmu Ekonomi Prabumulih

2019 ◽  
Vol 3 (1) ◽  
pp. 15-26
Author(s):  
Susianti Susianti
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Secondary Data ◽  
Primary Data ◽  
Survey Method ◽  
Good Communication ◽  
Interview Method ◽  
Academic Service Quality ◽  
The Individual

Evaluation of service quality at Prabumulih College of Economics is needed to find out what is actually expected and perceived by students with what has been offered. This study aims to determine the effect of academic service quality on student satisfaction at the Prabumulih College of Economics. The method used in this study is a survey method. The data collected consists of primary data and secondary data. Primary data obtained through the interview method that is equipped with a questionnaire that has been prepared. Secondary data were obtained from related companies, as well as several library sources in the form of journals and books relating to this research. And the method used in this research is survey method. The data collected consists of primary data and secondary data. Primary data obtained through the interview method that is equipped with a questionnaire that has been prepared. In this study, what will be analyzed is the effect of service quality consisting of 1) tangible (direct evidence) including physical facilities, equipment, employees, and communication facilities; 2) reliability, which is the ability to provide the promised service immediately, accurately and satisfactorily; 3) responsiveness (responsiveness), namely the desire of staff to help customers and provide services responsively; 4) assurance, including knowledge, competence, courtesy, and trustworthiness of staff, free from danger, risk or doubt; and 5) empathy (empathy), including ease in establishing relationships, good communication, personal attention, and understanding of the individual needs of customers. The results showed that physical evidence, reliability, responsiveness, assurance, concern and student satisfaction had a positive and significant effect on student satisfaction. Keywords: Quality of Service, the Satisfaction of College Students

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