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

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.

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Pengaruh Kualitas Pelayanan Akademik terhadap Kepuasan Mahasiswa pada Sekolah Tinggi Ilmu Ekonomi Prabumulih

Journal of Economic Bussines and Accounting (COSTING) ◽

10.31539/costing.v3i1.744 ◽

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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PENGARUH CITRA MEREK, KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN MAHASISWA DI UNIVERSITAS MUHAMMADIYAH TANGERANG

JURNAL PENELITIAN DAN KARYA ILMIAH ◽

10.33592/pelita.v18i2.47 ◽

2019 ◽

Vol 18 (2) ◽

pp. 121-143

Author(s):

Ade Indra Permana ◽

Mulky Fauzan ◽

Sugeng Lubar Prastowo

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Random Sampling ◽

Brand Image ◽

Secondary Data ◽

Simple Random Sampling ◽

Total Sample ◽

Primary Data ◽

Perceived Price ◽

Students Satisfaction

This study aims to analyze the influence of brand image, service quality, and perceived price and its implication towards student satisfaction in Universitas Muhammadiyah Tangerang (UMT). This research is quantitative in nature. Both primary and secondary data were obtained from various source such as journals. Primary data were gathered using questionnaire which were distributed to the target respondent. The population consists of active students from Faculty of Engineering and Faculty of Economy actively studying in 2017 using a purposive sampling. Total sample of 100 students were obtained. Data were analyzed using SPSS version 23. The research found that the brand image, service quality and perceived price are affecting students satisfaction of Universitas Muhammadiyah Tangerang. Researcher suggests UMT to improve their brand image, also to improve administration services and lecturer quality. In addition UMT shall adjust their tuition costing structure to win the competition in pricingPenelitian ini bertujuan untuk menganalisis pengaruh Citra Merek, Kualitas Layanan dan Persepsi Harga Terhadap Kepuasan Mahasiswa di Universitas Muhammadiyah Tangerang (UMT). Penelitian bersifat kuantitatif dan bersifat explanatory, sedangkan teknik pengumpulan data berdasarkan kuesioner dan dokumen. Populasi penelitian ini adalah mahasiswa dari fakultas teknik dan fakultas ekonomi yang aktif berkuliah pada tahun 2017. Metode pengambilan sample menggunakan metode probability sampling dan teknik pengambilan sampel dengan menggunakan simple random sampling. Penentuan ukuran sampel menggunakan rumus Slovin dengan tingkat kesalahan 10% berjumlah 100 mahasiswa yang diambil sebagai responden. Data yang terkumpul dianalisa menggunakan SPSS versi 23. Hasil penelitian ditemukan bahwa Citra Merek, Kualitas Layanan dan Persepsi Harga secara signifikan berpengaruh terhadap Kepuasan Mahasiswa di UMT. Peneliti menyarankan UMT perlu meningkatkan citra merek, dan juga melakukan peningkatan di kualitas staf administrasi dan pengajar. Selain itu UMT perlu meninjau kembali biaya perkuliahan yang dikenakan ke mahasiswa agar dapat meningkatkan daya saing

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Pengaruh Kualitas Pelayanan terhadap Kepuasan Mahasiswa Program Ekstensi Fakultas Ekonomi Universitas Jambi

TRIKONOMIKA ◽

10.23969/trikonomika.v13i1.484 ◽

2014 ◽

Vol 13 (1) ◽

pp. 49

Author(s):

Yenny Yuniarti

Keyword(s):

Service Quality ◽

Path Analysis ◽

Student Satisfaction ◽

Secondary Data ◽

Research Tool ◽

Primary Data ◽

The Public ◽

Physical Evidence ◽

Extension Program ◽

Descriptive Method

The phenomenon happening nowadays is that, colleges become commodities needed by society in order to improve people’s lives. A quality college is literally seen by the public from its facilities and infrastructures as well as by the satisfaction of the students at that college or university. So the purpose of this study is to observe the effect of service quality on student satisfaction at the Extension Program Faculty of Economics, University of Jambi, either simultaneously or partially. The data used are primary and secondary data. Primary data were obtained from questionnaires disseminated to 100 students which were selected as research sample. The method used is descriptive method of verification, while the research tool used is path analysis. The result of this research shows that there is significant effect of service quality on student satisfaction both simultaneously (by 54.2%) and partially. The partial effect on reliability is 19.98%, responsiveness is 23.25%, physical evidence is 25.34%, empathy is 21.57%, and assurance is 18.10%.

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Kantin Politeknik Dilihat Dari Perilaku Mahasiswa Administrasi Niaga Sebagai Konsumen (Studi Kasus Pada Mahasiswa Administrasi Niaga Politeknik Negeri Jakarta)

Epigram ◽

10.32722/epi.v16i2.2230 ◽

2019 ◽

Vol 16 (2) ◽

pp. 159-168

Author(s):

Azwar Azwar ◽

Anwar Mustofa

Keyword(s):

Data Analysis ◽

Quantitative Analysis ◽

Secondary Data ◽

Business Administration ◽

Primary Data ◽

Analysis Method ◽

Qualitative And Quantitative Analysis ◽

Qualitative And Quantitative ◽

Business Administration Students ◽

Administration Students

This study aims to determine the opinions of bussines Administration students about the Jakarta State Polytechnic canteen, both the kantin bawah (kawah) and the kantin teknik (kantek). Canteen is one of the places of interest by students to meet their physical needs. In relation to fulfilling the needs of these business Administration students, what can be served in the kantin bawah or the kantin teknik is what they need and can not be what they expect either the food offered or the drinks served or other factors they get in canteen. The data analysis method used is qualitative and quantitative analysis or combination analysis. Qualitative is done by describing the results of quantitative analysis, while quantitative analysis using the formula of the attitude indeks. Data collection uses questionnaires given to respondents to obtain primary data and literature studies to obtain secondary data. The results of this study indicate that the biggest attitude index is the technical canteen which is 3.08 and for the lower canteen is 2.73. This reflects that the canteen most favored by business administration students of the Jakarta State Polytechnic is a kantin teknik.

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Service quality and student/customer satisfaction in the private tertiary education sector in Singapore

International Journal of Educational Management ◽

10.1108/ijem-09-2015-0121 ◽

2017 ◽

Vol 31 (4) ◽

pp. 430-444 ◽

Cited By ~ 6

Author(s):

Susie Khoo ◽

Huong Ha ◽

Sue L.T. McGregor

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Quantitative Research ◽

Tertiary Education ◽

Primary Data ◽

Content Type ◽

Perceived Service Quality ◽

Behavioural Intentions ◽

Quality Literature ◽

Academic Services

Purpose This paper focuses on students’ perceptions of the quality of non-academic services received in higher education. While the important role played by expectations and perceptions in students’ evaluations of such services has been discussed in much of the service quality literature, there is insufficient work in the private tertiary educational sector (PTES). Thus, the purpose of this paper is to examine the relationships between service quality, student satisfaction, and behavioural intentions in the PTES, using Singapore as a case study. Design/methodology/approach This study adopted quantitative research to address the research questions. Primary data were collected from 324 valid responses from a survey conducted in two private tertiary educational institutes (PTEIs) in Singapore. Findings The results suggested that perceived service quality is positively correlated to satisfaction; perceived service quality and satisfaction are positively correlated to favourable behavioural intentions; and the relationships among perceived service quality and loyalty and paying more for a service are mediated by satisfaction. Originality/value This study is significant as the results provide better insights for Singaporean administrators in PTEIs, which is an under-researched area. Generally, the results will have far-reaching implications for all stakeholders in the delivery and consumption of education services in PTEIs, within and beyond Singapore.

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The Analysis of the Effect of Academic Service Quality on Student Loyalty Through Student Satisfaction and Organizational Performance

Petra International Journal of Business Studies ◽

10.9744/ijbs.3.1.47-53 ◽

2020 ◽

Vol 3 (1) ◽

pp. 47-53

Author(s):

Muhammad Ajir Muzakki ◽

Zeplin Jiwa Husada Tarigan

Keyword(s):

Data Collection ◽

Service Quality ◽

Organizational Performance ◽

Student Satisfaction ◽

Significant Influence ◽

A Value ◽

Student Loyalty ◽

Academic Service Quality ◽

Academic Services

This research aims to analyze the significant influence of quality academic services to student loyalty with student satisfaction and organizational performance as intervening. The sample in this study as many as 40 people, data collection using questionnaires, and then analyzed with SEM PLS using smart software PLS 3.0. Based on the results of the analysis show that the quality of academic services has an effect on student loyalty with a statistical t-value of 2.532, the quality of academic services has no effect on organizational performance with a statistical value of 0.026, the quality of academic services has an effect on student satisfaction with a value of 1.988 statistics, student satisfaction has an effect on organizational performance with a t-value of 1.891, student satisfaction has no effect on student loyalty with a statistical t-value of 0.370, organizational performance influences student loyalty with a statistical T value of 8.380, student satisfaction does not mediate the effect of academic service quality with a statistical t-value of 1.201, student satisfaction does not mediate the effect of academic service quality on student loyalty with a statistical t-value of 0.319, organizational performance mediates the effect of student satisfaction on student loyalty self with a statistical t-value of 1.778, student satisfaction and organizational performance does not mediate the effect of academic service quality on student loyalty with a statistical t-value of 1.169, organizational performance does not mediate the effect of academic service quality on student loyalty with a statistical T value of 0.025.

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PENGARUH KEPEMIMPINAN DAN MOTVASI KERJA TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS PADA KANTOR KEMENTERIAN AGAMA SUNGAI PENUH )

10.31219/osf.io/f9pmb ◽

2020 ◽

Author(s):

Pahrizal

Keyword(s):

Data Analysis ◽

Service Quality ◽

Public Service ◽

Random Sampling ◽

Secondary Data ◽

Sampling Technique ◽

Simple Random Sampling ◽

Primary Data ◽

Analysis Techniques ◽

Intervening Variables

The research is proposed to test the influence of Leadership and Motivation Work on Public Service Quality. The population in this study was the Kantor Kementerian Agama Sungai Penuh who had received the last 1 year service at the Kantor Kementerian Agama Sungai Penuh, amounting to 260 people. Furthermore, by using the Slovin formula, a sample size of 158 people was chosen with a sampling technique based on Simple Random Sampling. This study uses primary data and secondary data. Data analysis techniques used are path analysis and hypothesis testing using t test with data analysis using SPSS version 20. The results of the study based on showing that partially the Leadership and motivation work have a positive and significant effect on Public Service Quality. The results also show that motivation work variables act as intervening variables between Leadership and Public Service Quality.

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PENGARUH KUALITAS KERJA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN MAHASISWA PROGRAM STUDI AKUNTANSI UNIVERSITAS PAMULANG

EkoPreneur ◽

10.32493/ekop.v1i1.3671 ◽

2019 ◽

Vol 1 (1) ◽

pp. 77

Author(s):

Sri Nitta Crissiana Wirya Atmaja

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Accounting Students ◽

Primary Data ◽

Sample Collection ◽

Research Subjects ◽

Study Program ◽

Work Quality

This study aims to obtain empirical evidence of the influence of work quality and service quality on the satisfaction of students of the Accounting study program at the University of Pamulang, Pamulang Banten, both partially and simultaneously.This study uses primary data in the form of a questionnaire. The sample collection technique uses purposive sampling. The research subjects were undergraduate accounting students in semester 8-14 at Pamulang University, by taking a sample of 100 respondents. Respondents' answers in the form of the questionnaire will be analyzed using multiple linear regression analysis techniques using SPSS 22.00 to be concluded.The results showed that work quality and service quality together affect student satisfaction. Partial testing concluded that work quality and service quality had a positive and significant effect on student satisfaction. Keywords: work quality, service quality, and student satisfaction

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The Influence of Gamification, E-Service Quality and E-Trust on Online Purchase Decision with Online Purchase Intention as Intervening Variable at the Marketplace Shopee in Medan City

International Journal of Research and Review ◽

10.52403/ijrr.20210874 ◽

2021 ◽

Vol 8 (8) ◽

pp. 546-558

Author(s):

Dita Aulia ◽

Endang Sulistya Rini ◽

Fadli .

Keyword(s):

Service Quality ◽

Path Analysis ◽

Purchase Intention ◽

Secondary Data ◽

Primary Data ◽

Purchase Decision ◽

Analysis Method ◽

Insignificant Effect ◽

Online Purchase ◽

Descriptive Statistical Analysis

This study aims to determine and analyze the effect of gamification, e-service quality and e-trust variables on online purchase decision through online purchase intention at the Shopee marketplace in Medan City. This type of research is using a quantitative approach. The nature of this research is associative research and the data used are primary data and secondary data obtained through documentation and a list of questions that measure it using a Likert scale. The sample in this study is the community in Medan City at least 17 years old, has a Shopee marketplace application and is a consumer who has purchased and used the Shopee marketplace at least 1 time as many as 175 respondents. Researchers collected data by distributing questionnaires to all respondents in this study. The data analysis method used descriptive statistical analysis and path analysis. Statistical results show that the majority of respondents agree with all the statements shared. The results of the research on the first substructure show that gamification has a positive and significant effect on online purchase intention with a significance of 0.000, e-service quality has a positive and insignificant effect on online purchase intention with a significance of 0.836 and e-trust has a positive and significant effect on online purchase intention with a significance of 0.000. The results of the research on the second substructure show that gamification has a positive and significant effect on online purchase decision with a significance of 0.031, e-service quality has a negative and insignificant effect on online purchase decision with a significance of 0.721, e-trust has a positive and significant effect on online purchase decision with a significance of 0.002 and online purchase intention has a positive and significant effect on online purchase decision with a significance of 0.000. The path analysis test using the sobel test shows that online purchase intention is able to mediate between gamification and e-trust with online purchase decision, but online purchase intention are not able to mediate e-service quality with online purchase decision. Keywords: Gamification, E-Service Quality, E-Trust, Online Purchase Intention and Online Purchase Decision.

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

J-MAS (Jurnal Manajemen dan Sains) ◽

10.33087/jmas.v5i2.205 ◽

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.

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