scholarly journals DAMPAK KUALITAS PELAYANAN DAN BIAYA KULIAH TERHADAP KEPUASAN MAHASISWA UNIVERSITAS X BANDUNG

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Suharyanto Suharyanto
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Descriptive Analysis ◽  
Research Result ◽  
Competitive Strategies ◽  
Student Body ◽  
Quality Cost ◽  
The Cost ◽  
Students Satisfaction

Abstract: The providing of higher education especially in engineering higher education is rising significantly. The management of the institution needs more accurate competitive strategies to defence and to increase student body through many methods, such as giving more services quality and competitive cost of study which satisfy students. This article discuss the research result of the effects of service quality and cost of study to students satisfaction using descriptive analysis and qualitative approach. The independent variables are service quality (including dimensions of reliability, responsiveness, assurance, empathy and physical evidence)  and cost of study. The dependent variable is student satisfaction. The data collected from questionnaires method source from 59 respondents which collected simple randomly. The analyses among research variables provided  using multiple linier regression model. The results shows that generally the service quality and the cost of study effects to students  satisfaction. The linier equation constructed is Y=0,102X1+0,376X2+2,475 or   SAT= 0,102SQ +0,376SC+2,475; where SAT: student satisfaction, SQ: service quality SC: study cost. It means that service quality and cost of study effects to students satisfaction.  Keywords: service quality, cost of study, students satisfaction, multiple linier regression Abstrak: Penyelenggaraan pendidikan tinggi khususnya pendidikan tinggi teknik meningkat secara signifikan. Pihak manajemen institusi perlu strategi bersaing ketat untuk bertahan dan meraih jumlah mahasiswa yang diinginkan menggunakan berbagai metode, seperti memberikan kualitas pelayanan yang lebih baik dan biaya kuliah yang kompetitif yang bisa memuaskan mahasiswa.    Artikel  ini mendiskusikan  hasil penelitian pengaruh kualitas pelayanan dan  biaya kuliah terhadap kepuasan mahasiswa dengan analisis deskriptif dan pendekatan kualitatif. Variabel bebas berupa kualitas pelayanan (termasuk dimensi kehandalan, kepekaan, jaminan, empati dan bukti fisik) serta biaya kuliah. Variabel terikatnya adalah kepuasan mahasiswa. Data diperoleh melalui penyebaran kuesioner sebanyak 59 responden  secara sampling acak sederhana. Hubungan antar variabel penelitian dimodelkan menggunakan analisis regresi linier ganda. Hasil penelitian ini menunjukkan bahwa, secara umum kualitas dan biaya kuliah berpengaruh terhadap kepuasan  mahasiswa. persamaan regresi linier yang terbentuk adalah Y=0,102X1+0,376X2+2,475 atau   KM=0,102KP+0,376BK +2,475; dimana KM= kepuasan mahasiswa, KP= kualitas pelayanan, BK=biaya kuliah. Hal ini berarti bahwa  kualitas pelayanan dan biaya kuliah  mempengaruhi kepuasan mahasiswa. Kata kunci: kualitas pelayanan, biaya kuliah, kepuasan mahasiswa, regresi linier ganda

PENGARUH KUALITAS PELAYANAN, HARGA DAN CITRA MEREK TERHADAP KEPUASAN MAHASISWA

2019 ◽  
Vol 8 (2) ◽  
pp. 104
Author(s):  
Titim Nurlia
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Research Result ◽  
Coefficient Of Determination ◽  
F Test ◽  
Fierce Competition ◽  
Students Satisfaction

<p>Highly competition requires university to be more sensitive to the interest students as one of stakeholders. Polytechnic LP3I Jakarta Campus Cimone has many competitors amid the dynamics of increasingly fierce competition of higher education. This research aims to analyze the effect of Service quality, Price and Brand Image of Students Satisfaction. A theory used in research is based on opinion from Andriyani, Suwandi Mananeke &amp; Taroreh, Fatriansyah. There is an effect between Service Quality, Price and Brand Image to Customer Satisfaction. This research use a quantitative method by distributing a questionnaire. The amount of population are 408 students and the sample is 80 people by Slovin formulas. Based on research result using linear regression analysis multiple SPSS version 20 indicated that: The independent variable Service Quality, Price and Brand Image jointly tested by F test proved positive and significant influence on the Student Satisfaction and the magnitude of the effect seen from the coefficient of determination (R<sub>2</sub>) was 41,8 %. To test the hypothesis of the use F test and t test. While price do not have effect significant influence on students satisfaction.</p><p> </p><strong>Keywords:</strong> service quality, price, brand image, student’s satisfaction

scholarly journals Marketing Mix Instruments as Factors of Improvement of Students’ Satisfaction in Higher Education Institutions in Republic of Serbia and Spain

2020 ◽  
Vol 12 (18) ◽  
pp. 7802 ◽  
Author(s):  
Sandra Brkanlić ◽  
Javier Sánchez-García ◽  
Edgar Breso Esteve ◽  
Ivana Brkić ◽  
Maja Ćirić ◽  
...  
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Higher Education Institutions ◽  
Descriptive Analysis ◽  
Marketing Mix ◽  
Public Image ◽  
Education Marketing ◽  
The Republic ◽  
The Impact ◽  
Students Satisfaction

This paper explores the impact of marketing mix instruments on the students’ satisfaction in faculties in the Republic of Serbia and Spain, with the aim of determining how significant the effects of each marketing mix tool and their combinations are in relation to satisfaction of students in Higher Education Institutions (HEIs). The detailed literature review is provided in the theoretical part, which contributes to a better understanding of terms like marketing in higher education, marketing mix instruments in higher education and students’ satisfaction. Data were collected from 896 respondents, who are all students at the faculties in Serbia and Spain, and were obtained using the questionnaire purposefully composed for this research. The methods used to highlight any gaps in this marketing mix practice and the relative customer–student satisfaction in HEIs are statistical analyses (descriptive analysis, correlation analysis, multiple regression analysis and t-independent samples tests), leading to the general conclusions regarding the following: by improving marketing mix instruments (service, distribution, human factor, physical evidence, service process) we can, and by improving (price, promotion) we cannot, improve students’ satisfaction in higher education institutions. The general conclusions clearly highlight what needs to be improved in practice in higher education institutions to improve students’ satisfaction, especially students’ loyalty, students’ choices, students’ satisfaction with the quality of the marketing mix instruments at the faculty, students’ satisfaction with expectation which they had upon enrolment and student satisfaction with the public image of the faculty, which is the main goal of these institutions.

Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities

2016 ◽  
Vol 11 (2) ◽  
pp. 488-517 ◽  
Author(s):  
Subrahmanyam Annamdevula ◽  
Raja Shekhar Bellamkonda
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Support Services ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Service Quality ◽  
Students Satisfaction

Purpose This paper attempts to develop and validate a service quality instrument called HiEduQual to measure the perceived service quality of students in higher education institutions. This paper aims to propose a structural model by examining the theoretical and empirical evidences on the relationships between students’ perceived service quality (SPSQ), students’ satisfaction (SSt), students’ loyalty (SL) and students’ motivation (SM). Design/methodology/approach The paper uses survey research design to gather data regarding attitudes of students about quality of service, satisfaction, motivation and loyalty from seven public universities in India and tests the relationships between these variables using structural equation modeling. Findings The paper identifies a model with six-structured dimensions containing 23 items for HiEduQual. It proved the direct positive effect of the perceived service quality of students on satisfaction, loyalty and motivation. The paper also supports the partial and complete mediation role of students’ satisfaction between perceived service quality of students, their loyalty and motivation toward services being provided by the universities. The competing Model 1 (M1) with partial mediation role of students’ satisfaction between students’ perceived service quality, loyalty and motivation was proved as the best among the alternative models. Research limitations/implications The paper developed and tested a new measurement instrument that covers all the service aspects experienced by the student as primary customer in higher education. Further studies can also measure service quality of the universities in the perspective of other key stakeholders. The authors would recommend studying other possible antecedents which would have influence on satisfaction motivation and loyalty. Practical implications The findings suggested that it would be worthwhile for university leaders to make proper allocation of resources, to provide better educational services including support services and facilities. It is believed that this paper has a significant competence for engendering more precise applications related to quality of services, especially concerning students’ satisfaction, loyalty and motivation. Social implications The changing nature and need of higher education services and increase in competitive intensity necessitates higher performance levels in the Indian higher education (universities). These can only be achieved through a better understanding of the expectations of students and the importance placed by them on aspects such as teaching, administrative services, academic facilities, campus infrastructure, support services and internationalization. The paper identified that student perceived service quality is a key antecedent to student satisfaction, motivation and loyalty, which conveys that service quality is an important construct. Originality/value Previous studies have primarily focused on the relationship between service quality, satisfaction and loyalty. Along with the above, this paper includes students’ motivation and assesses the effect of service quality and satisfaction on motivation which was not previously used in services marketing research, especially in higher education sector. Higher education service holds some unique features like customers’ (student) cognitive participation in the service process, requirements of the students to be fulfilled by different parties and long-term continuous services. All these features require student participation. The results indicate that quality of academic and non-academic services play a vital role in motivating students to perform better in their academics.

scholarly journals Vietnamese Students’ Satisfaction toward Higher Education Service: The Relationship between Education Service Quality and Educational Outcomes

2021 ◽  
Vol 10 (3) ◽  
pp. 1397-1410
Author(s):  
Hong-Van Thi ◽  
Quynh Anh ◽  
Mai-Huong Thi ◽  
Kien The ◽  
Tham Nguyen ◽  
...  
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Educational Outcomes ◽  
Research Result ◽  
Cross Sectional Survey ◽  
Educational Activities ◽  
Education Service ◽  
Satisfaction With Education ◽  
The Relationship

<p style="text-align: justify;">Student satisfaction with education service has been considered one of the most critical strategic factors to attract students of higher education institutions around the world. Various models of satisfaction with education service quality have been developed to motivate actions towards improving the education quality. This study aimed to confirm a Vietnamese theoretical five-dimension model of student satisfaction with higher education service and investigate the relationship between student satisfaction with education service quality and student satisfaction with educational outcomes in this model. A cross-sectional survey on 2933 students from four-member universities of Hue University in Central Vietnam was conducted. The research results showed that the model of student satisfaction with education service in Hue University was consistent with the proposed theoretical model, which comprises five dimensions including access to education service, facilities and teaching equipment, educational environment, educational activities, and educational outcomes. In addition, the satisfaction of all dimensions of education service quality from dimension 1 to 4 affects the satisfaction of educational outcomes, of which educational activities have the most significant impact. This research result can provide a number of implications and recommendations for Hue University to implement appropriate measures to improve student satisfaction with education services received, thereby enhancing educational outcomes, attracting and retaining students.</p>

scholarly journals Students’ perceptions of service quality in Saudi universities: the SERVPERF model

2021 ◽  
Vol 17 (1) ◽  
pp. 54-66
Author(s):  
M. Sadiq Sohail ◽  
Mehedi Hasan
Keyword(s):  
Higher Education ◽  
Saudi Arabia ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Future Research ◽  
Gulf Region ◽  
Content Type ◽  
Five Dimensions ◽  
Students Satisfaction

Purpose The purpose of this study is to examine the influence of service quality on student’s satisfaction. Design/methodology/approach Using empirical research, the study identified previously validated scales of service quality and student satisfaction. Using the SERVPERF scale, data were collected from 279 students studying in public and private universities across Saudi Arabia. The model fit of the scale was assessed to ensure that the data produced accurate outcomes. Structural equation modelling was used to test the effects of independent variables on dependent variables. Findings The results suggest that four of the five dimensions of service quality, namely, tangibility, reliability, responsiveness and assurance had a significant effect on students’ satisfaction. Empathy was not found to contribute to student satisfaction. The findings broaden and deepen our understanding of how the dimensions of service quality reinforce students’ satisfaction. Research limitations/implications Future research can also incorporate in the model other variables, academic and non-academic, related to student satisfaction. Practical implications The results have useful implications for decision-makers in higher education institutions who strive to enhance students’ satisfaction and increase the quality of higher education programmes, particularly in Saudi Arabia and the Gulf region in general. Originality/value This study uses the SERVPERF scale, which is empirically superior to the SERVQUAL scale for measuring student satisfaction.

scholarly journals Assessing the relationship among service quality, student satisfaction and loyalty: the NIGERIAN higher education experience

Heliyon ◽  
2021 ◽  
pp. e07590
Author(s):  
Taiye T. Borishade ◽  
Olaleke O. Ogunnaike ◽  
Odunayo Salau ◽  
Bolanle D. Motilewa ◽  
Joy I. Dirisu
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Education Experience ◽  
The Relationship

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.

Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Drita Kruja ◽  
Huong Ha ◽  
Elvira Tabaku
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Eastern Europe ◽  
Student Satisfaction ◽  
Instructional Effectiveness ◽  
Private Higher Education ◽  
Public And Private ◽  
Content Type ◽  
Significant Difference ◽  
The Individual

Purpose There have been many research studies on students’ satisfaction of services in universities in developed countries. However, students’ expectation and satisfaction of public and private higher education institutions (HEIs) with regard to service quality in Eastern Europe have been under-researched. Therefore, this study aims to offer an empirical examination of student satisfaction of the service quality of public and private HEIs in Albania by evaluating the gap between students’ expectation and perception and the effect of student satisfaction on retention in HEIs. Design/methodology/approach The survey instrument used in this study was the student satisfaction inventory in the USA. Primary data were collected from a survey of students in two private and four public HEIs in Albania. A total of 554 valid responses were collected from the survey. Findings The findings suggested that there were performance gaps between public and private HEIs. Public universities performed well in terms of concern for the individual, campus support services, student-centeredness and instructional effectiveness. Private HEIs scored well in terms of concern for the individual, academic advising effectiveness, instructional effectiveness and safety and security (parking). There is a significant difference in students’ perception of the overall satisfaction of HEIs. Students’ overall satisfaction positively impacts their retention. Originality/value Overall, this study provides valuable insights to private and public HEIs’ administrators regarding to student satisfaction and retention. The findings will have far-reaching managerial implications for all groups of stakeholders in terms of the service delivery by universities in Albania and Eastern Europe.

Factors affecting agricultural students’ loyalty: a study at Nong Lam University Ho Chi Minh City

2021 ◽  
Vol 66 (1) ◽  
pp. 78-87
Author(s):  
Viet Vo Van ◽  
Thu Le Anh
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Quantitative Research ◽  
Plant Protection ◽  
Animal Husbandry ◽  
Ho Chi Minh City ◽  
Research Approach ◽  
Factors Affecting ◽  
Agricultural Students ◽  
Students Satisfaction

This study was conducted with the objective of identifying the influence of service quality, university image on agricultural students’ satisfaction and loyalty. The quantitative research approach was applied. Data were collected using questionnaires with a sample size of 313 students who majored in Veterinary Medicine, Animal Husbandry, Agronomy and Plant Protection at Nong Lam University Ho Chi Minh City. The sample has been selected by convenient method. The research results show that agricultural students’ satisfactions and loyalty are affected by service quality and school image. In which, the school image has the stronger impact on student satisfaction and loyalty. From the findings, the researcher has made conclusions and some suggestions to contribute to improving student loyalty.

scholarly journals PENGUKURAN KUALITAS PELAYANAN PENDIDIKAN DENGAN METODE STUDENT SATISFACTION INVENTORY DI PROGRAM STUDI PENDIDIKAN MATEMATIKA

2017 ◽  
Vol 2 (1) ◽  
Author(s):  
Istiqomah Istiqomah ◽  
Tri Astuti Arigiyati
Keyword(s):  
Mathematics Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Descriptive Analysis ◽  
Support Service ◽  
Study Program ◽  
Analysis Technique ◽  
Education Study ◽  
Student Satisfaction Inventory ◽  
Perceptions And Expectations

The aim of this study was to measure the quality of service in Mathematics Education Study Program. This research is descriptive research, because this research will reflect the perceptions and expectations of students towards service quality in Mathematics Education Study Program. Sampling in this study conducted by random sampling technique.Instruments in this study was a questionnaire that serves to uncover and measure students' perceptions and expectations of service quality in Mathematics Education courses FKIP UST. The data analysis technique used is descriptive analysis techniques and calculation of the score gap. The results showed that the tendency of the rate of student satisfaction in the category are satisfied. While the tendency of the rate of satisfaction for each dimension is 9-dimensional in satisfied category and 2-dimensional in quite satisfied category. The tendency of the level of interest / expectations of students is very important category. Similarly, the tendency of the level of interest / expectations for each of these dimensions in the dimension 11 is very important category. The highest score gap lies in the dimensions of Campus Support Service which is equal to a score of 1.48 and the lowest gap lies in the dimensions of Academic Advising which is equal to 0.72. Variables are prioritized for repair are the variables that enter the first quadrant, in order to increase the level of student satisfaction.Keywords :academic services, Quality, Student Satisfaction Inventory method

Sign in / Sign up

Export Citation Format

Share Document