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 Pengaruh Kualitas Layanan Akademik terhadap Kepuasan dan Prestasi Peserta Didik

2021 ◽  
Vol 1 (10) ◽  
pp. 825-837
Author(s):  
Novita Rahayu ◽  
Mustiningsih Mustiningsih ◽  
Raden Bambang Sumarsono
Keyword(s):  
Student Achievement ◽  
Service Quality ◽  
Path Analysis ◽  
Student Satisfaction ◽  
Significant Influence ◽  
Random Sampling ◽  
Stratified Random Sampling ◽  
Academic Service Quality ◽  
Students Satisfaction

Abstract: This study aims to determine (1) the level of academic service quality, (2) the level of student satisfaction, (3) the level of student achievement, (4) the influence of the quality of academic service on student satisfaction. (6) the influence of satisfaction on the achievement of learners, and (7) the influence of the quality of academic services on the achievement of learners mediated by the satisfaction of learners. The research method used, namely quantitative approach with descriptive-correlational. Population in this research was as many as 1582. For sampling by using purposive sampling technique and stratified random sampling so that obtained by sampel as much as 323 respondents. In this study the questionnaire is used to collect data. The data analysis by using path analysis. The result of the research shows that: (1) the quality of the academic service quality is in the high category, (2) the students' satisfaction level in the high category, (3) the achievement level of the students is in the medium category, (4) 6) there is a significant influence of students' satisfaction on student achievement, and (7) there is significant influence of academic service quality toward the achievement of students who mediated with student satisfaction variable at SMPN in Ponggok sub-district, Blitar regency. Abstrak: Penelitian ini bertujuan untuk mengetahui (1) tingkat kualitas layanan akademik, (2) tingkat kepuasan peserta didik, (3) tingkat prestasi peserta didik, (4) pengaruh kualitas layanan akademik terhadap kepuasan peserta didik, (5) pengaruh kualitas layanan akademik terhadap prestasi peserta didik, (6) pengaruh kepuasan terhadap prestasi peserta didik, dan (7) pengaruh kualitas layanan akademik terhadap prestasi peserta didik yang dimediasi oleh kepuasan peserta didik. Metode penelitian yang digunakan, yaitu pendekatan kuantitatif dengan deskriptif-korelasional. Populasi dalam penelitian ini sebanyak 1582. Untuk pengambilan sampel dengan menggunakan teknik purposive sampling dan stratified random sampling sehingga diperoleh sampel sejumlah 323 responden. Dalam penelitian ini angket digunakan untuk mengumpulkan data. Adapun untuk analisis data dengan menggunakan path analysis. Hasil penelitian menunjukkan bahwa: (1) tingkat kualitas kualitas layanan akademik berada pada kategori tinggi, (2) tingkat kepuasan peserta didik pada kategori tinggi, (3) tingkat prestasi peserta didik berada pada kategori sedang, (4) terdapat pengaruh yang signifikan kualitas layanan akademik terhadap kepuasan peserta didik (5) terdapat pengaruh yang signifikan kualitas layanan akademik terhadap prestasi peserta didik, (6) terdapat pengaruh yang signifikan kepuasan peserta didik terhadap prestasi peserta didik, dan (7) terdapat pengaruh yang signifikan kualitas layanan akademik terhadap prestasi peserta didik yang dimediasi oleh variabel kepuasan peserta didik pada SMPN se-Kecamatan Ponggok Kabupaten Blitar.

Measuring Relative Effectiveness of Service Quality Factors Affecting Quality of Higher Education in India

2021 ◽  
Vol 11 (2) ◽  
pp. 30-46
Author(s):  
Anshuman Kaler
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Dominant Role ◽  
Relative Effectiveness ◽  
Program Quality ◽  
Quality Factors ◽  
Factors Affecting ◽  
Input Quality ◽  
Quality Of Higher Education

The existing competitive environment in the education sector in India has forced higher education institutes to adopt ‘students as a customer' approach in educational delivery. The extant literature supports seven dimensions of service quality namely input quality, curriculum, academic facilities, industry interaction, interaction quality, support facilities, and nonacademic processes. The objective of the study was to measure the relative effectiveness of service quality factors as perceived by the Indian students. Focus group interviews were conducted with a group of technical and management students. Stratified judgmental sampling was used for the data collection. In the current study, it was observed that the factor of program quality plays a more dominant role than the factor of quality of life in determining the service quality in institutes of higher education. It is further observed that in the sub-dimension of program quality, the factor of curriculum and academic facilities are relatively more dominant than the factor of input quality.

scholarly journals Antecedents of private university students’ satisfaction: The effects of traditional and electronic service quality

2021 ◽  
Vol 14 (3) ◽  
pp. 154-166
Author(s):  
Leonnard
Keyword(s):  
Service Quality ◽  
Private Universities ◽  
Perceived Value ◽  
Perceived Quality ◽  
Partial Least Square ◽  
Retention Rates ◽  
Equation Modeling ◽  
Electronic Service ◽  
Students Satisfaction

High competition in the higher education sector, especially private universities, has brought a high attention to service quality that can increase students’ satisfaction and their retention rates. This study aimed to investigate the effect of traditional and electronic service quality of private universities in Jakarta on students’ satisfaction. A total of 151 students’ responses from three private universities in Jakarta were collected. A factor analysis with the Principal Component Analysis method with Varimax rotation, Partial Least Square-Structural Equation Modeling (SEM) and Importance Performance Map Analysis (IPMA) were performed. The results proved that perceived value of traditional service quality and perceived web value significantly affected student satisfaction. The three indicators of perceived quality provided by administrative staff (b=0.198), perceived quality of university infrastructure (β=0.333), and perceived quality of support services (β=0.362) significantly affected students’ satisfaction while in the context of electronic service quality, only accessibility (β=0.469) and attractiveness (β=0.123) had significant effects on students’ satisfaction. Furthermore, the two-dimensional IPMA matrix indicated the dominance of importance (score=0.621) and performance (score=66.438) of perceived value over the perceived web value.

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 Effect of Lecturer Service Quality on Students’ Satisfaction in Private Universities

2020 ◽  
Vol 11 (2) ◽  
pp. 223
Author(s):  
Yuyun Elizabeth Patras ◽  
Rais Hidayat
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Quantitative Research ◽  
Survey Methods ◽  
Private University ◽  
Important Variable ◽  
National Education ◽  
The University ◽  
Students Satisfaction

<pre><span lang="EN-US">One of the roles of the university is to support national education goals as part of educating students.<span class="tlid-translation"> Student satisfaction is an important variable for the existence and sustainability of a university, especially a private universities.This research aims to analyze the effect of lecturer service quality on student satisfaction.</span>This research uses quantitative research with survey methods. <span class="tlid-translation">The population of this research were students of a private university at Universitas Pakuan with 543 respondents. The findings of this research were that there was a positive and significant influence between the lecturer service quality on student satisfaction. This means that efforts to increase student satisfaction can be done by improving the quality of lecturer services. Meanwhile, from the 5 dimensions of lecturer service quality, it was found that the empathy dimension had the greatest influence compared to other dimensions of lecturer service quality</span>.</span></pre>

scholarly journals The Interaction between Service Quality and Students Satisfaction

2018 ◽  
Vol 8 (3) ◽  
pp. 37-42
Author(s):  
Sheikh Aftab Ahmad
Keyword(s):  
Saudi Arabia ◽  
Regression Analysis ◽  
Service Quality ◽  
Public Interest ◽  
Public And Private ◽  
The Public ◽  
The Government ◽  
The Relationship ◽  
Students Satisfaction

This study aims to describe the effect of service quality on students’ satisfaction. The study used a sample of respondents from university students in Hail, Saudi Arabia, and the data were collected through questionnaire. Descriptive and regression analysis were used to find out the relationship between students satisfaction and service quality. This study concluded that there is a significant effect of tangible, reliability on students’ satisfaction at university in Hail state. Moreover, there is a difference in service quality of higher educations managed by government and those managed by a foundation (private). Also, there is a difference between students satisfaction in public and private universities. Based on the findings, it is suggested that the government needs to pay more attention to increase service quality for the satisfaction of students, which will develop the public interest to go to university.

scholarly journals Integrasi Servqual, Kano dan QFD dalam Meningkatkan Kualitas Pelayanan di Sekolah Tinggi XYZ

2021 ◽  
Vol 10 (2) ◽  
pp. 131-144
Author(s):  
Teguh Aprianto ◽  
Abdul Fatah
Keyword(s):  
High School ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Integration Method ◽  
Service Performance ◽  
Quality Function ◽  
Lecture Room ◽  
Students Satisfaction ◽  
Access Security

The service quality at XYZ High School is still not in accordance as expected. There are still queues for registration, payments, length of academic service, parking capacity, lecture room, library access, security, and etc. This study is conducted to find out the service quality of XYZ high school towards the students' satisfaction. The methods used in this research are the integration method of Servqual, Kano and Quality Function Deployment (QFD), using 5 Servqual dimensions, those are Tangible, Reliability, Responsiveness, Assurance, and Empathy. The gap value of all service attributes provided is negative. It means that the service performance still can't fulfill the students' expectation. Based on the integration calculation of the Servqual, Kano and QFD methods, there are 16 of 31 service attributes need to be improved. The easy attribute in accessing information by online can become priority with the important level of 23.17 by constructing an online integrated information to become the priority technical response which is conducted for the improvement with the percentage of 21.04%.

scholarly journals STUDENTS SATISFACTION TOWARD INDUSTRIAL TRAINING PLACEMENT SERVICES

2020 ◽  
Vol 2 (4) ◽  
pp. 01-18
Author(s):  
Zahari Mohamed ◽  
Samihah Saad Haji Ismail ◽  
Nizamuddin Zainuddin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Training Session ◽  
Strong Relationship ◽  
Industrial Training ◽  
Five Dimensions ◽  
The Individual ◽  
Students Satisfaction

This study was conducted to measure the effectiveness of quality management of industrial training management services by CUIC UUM. The study essentially utilizes the SERVQUAL service quality study model as a theoretical framework and the development of questionnaires. The questionnaires contained demographic information and 49 measurement items. Fieldwork was conducted from June 2014 to January 2015, i.e. the training session of the UUM’s student industry training or the respondents. The unit of analysis used is the individual, who is a UU CUIC customer. A total of 827 questions were analyzed. The results show that there is a strong relationship between the quality of service quality produced by CUIC UUM with the level of customer satisfaction. The five dimensions of service quality, namely reliability, assurance, empathy, sensitivity, and reliability as well as the role of marketing or promotion communication indicate the varying strengths of relationships in influencing customer satisfaction of service dominating organizations such as CUIC UUM.

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