Issues and Challenges of Perceived Value and Service Quality on Student Loyalty among University Student in Malaysia

The conceptualization of issues patterning to student perceived value, service quality, loyalty and student satisfaction is a new mainstream approach for the institution of higher learning in Malaysia. These issues and challenges remain unobserved in past studies. Given the noteworthy of student dissatisfaction and disloyalty in universities, this conceptual study analyzes and discuss various issues as it influences higher institutions, student and highlight some facts with conclusions patterning to service quality. Implications and conclusions are presented and this paper will make some contributions in the respective research area on higher institutions.

Download Full-text

THE INFLUENCE OF CORPORATE IMAGE, SERVICE QUALITY, PERCEIVED VALUE TOWARD STUDENT SATISFACTION AND STUDENT LOYALTY

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v9i2.1460 ◽

2018 ◽

Vol 9 (2) ◽

pp. 239

Author(s):

Gatri Lunarindiah

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Perceived Value ◽

Corporate Image ◽

Student Loyalty

Student satisfaction and student loyalty are important factors in business education. This research was conducted with the goal to test and analyze the influence of corporate image, service quality and perceived value on student satisfaction and student loyalty. The object of the sample is students of the Economics and Business Faculty of Trisakti University as many as 150 respondents and the analysis was done by using the method of Structural Equaton Model (SEM) producing conclusion that the corporate image, service quality and perceived value proved to be positive and significantly influential upon student satisfaction and service quality also proved to have a positively significant effect on student loyalty. There is a hypothesis that student satisfaction is not proven positively influencial upon student loyalty.

Download Full-text

Measuring the Effect of Service Quality and Corporate Image on Student Satisfaction and Loyalty in Higher Learning Institutes of Technical and Vocational Education and Training

International Journal of Engineering and Advanced Technology - Regular Issue ◽

10.35940/ijeat.e1077.0585c19 ◽

2019 ◽

Vol 8 (5C) ◽

pp. 533-538

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Structural Model ◽

Measurement Model ◽

Corporate Image ◽

Higher Learning ◽

Vocational Education And Training ◽

Future Research ◽

Direct Effects ◽

Student Loyalty

The 11th Malaysia Plan has emphasized that TVET HLIs is expected to increase the number of enrolment, improve quantity and quality of graduate to meet industry demand. However, in a competitive higher learning industry, previous researches revealed that TVET HLIs are facing challenges such as service quality and corporate image that potentially effect student satisfaction and loyalty. The main objective of this research is to measure the effects of service quality and corporate image on student satisfaction and loyalty. Stimulus- OrganismResponse (SOR) model was adapted in conceptualizing the relationship between the constructs. The scope of study is focus on student from TVET HLIs which is Universiti Kuala Lumpur (UniKL). This study adapted quantitative method whereby questionnaires was used as instrument for data collection. 398 data were collected and analyzed using PLS-SEM. The measurement model indicated that the measurement items are reliable and valid. The structural model indicates that there is a significance and direct effects of service quality and corporate image on student satisfaction and student loyalty. In addition, student satisfaction also has significance and direct effects on student loyalty. In the future research, it is suggest to extend the scope to other TVET HLIs and public HLIs.

Download Full-text

Higher education service quality, student satisfaction and loyalty

Quality Assurance in Education ◽

10.1108/qae-01-2019-0003 ◽

2019 ◽

Vol 27 (4) ◽

pp. 427-445 ◽

Cited By ~ 5

Author(s):

Viraiyan Teeroovengadum ◽

Robin Nunkoo ◽

Christian Gronroos ◽

T.J. Kamalanabhan ◽

Ashley Keshwar Seebaluck

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Structural Model ◽

Perceived Value ◽

Second Order ◽

Equation Modeling ◽

Content Type ◽

Education Service ◽

Order Factor

Purpose The purpose of this study is to validate the higher education service quality (HESQUAL) scale using a confirmatory approach and test an improved structural model that predicts student loyalty from image, perceived value, satisfaction and service quality. In addition to validating the HESQUAL scale using a confirmatory approach, two other main limitations in the extant literature are addressed. Design/methodology/approach The model is tested using data collected from 501 students enrolled in different higher education institutions in Mauritius. A two-stage approach to structural equation modeling is used whereby the measurement model is first tested using confirmatory factor analysis and followed by the assessment of the structural model. Findings Importantly, results indicate that student satisfaction is influenced by technical service quality, image and perceived value, but not by functional service quality. Both dimensions of service quality however are significant predictors of image and perceived value. The study uses a comprehensive measure of service quality and demonstrates that it is worthwhile to consider functional service quality as higher-order model and clearly distinguish between functional and technical quality, as both the technical and functional aspects play an important role in shaping students’ perceptions and behaviors. Originality/value First, in the existing literature, service quality has not been considered as a second-order factor model in structural models of student satisfaction and loyalty, thus lacking either precision or parsimony. Second, the transformative quality aspect of higher education has been largely neglected in previous research testing such predictive models. The model delineates service quality into the functional and transformative (technical) aspects and treats functional service quality as a second-order factor comprising nine sub-dimensions.

Download Full-text

Pengaruh Kualitas Layanan dan Kepuasan Terhadap Loyalitas Mahasiswa (Studi Kasus Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Airlangga)

Kelola Jurnal Manajemen Pendidikan ◽

10.24246/j.jk.2021.v8.i1.p103-109 ◽

2021 ◽

Vol 8 (1) ◽

pp. 103-109

Author(s):

Windasari Windasari ◽

Soedjarwo Soedjarwo ◽

Toho Cholik Mutohir

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Analysis Data ◽

Organization Culture ◽

University Education ◽

Equation Modeling ◽

Academic Quality ◽

Student Loyalty

Higher education institutions need to reform the organization culture of a bureucratic university become a corporate university. Education will be oriented towards high academic quality, service quality, and as well as student satisfaction. The purposes of this study are to measure and determine the effect of service quality and satisfaction on student loyalty in higher education sector. Data collection technique is done by distributing questionnaires with 5-point likert scale. There are 151 students chosen using cluster random sampling. The validity test used factor analysis. Data analysis technique was done using Structural Equation Modeling (SEM) with the help of the AMOS version 21.0 program. The result of the research shows that service quality and satisfaction simultaneously affect student loyalty.

Download Full-text

Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

WIDYA MANAJEMEN ◽

10.32795/widyamanajemen.v2i1.546 ◽

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.

Download Full-text

EMPIRICAL STUDY ON STUDENT SATISFACTION AS MEDIATOR BETWEEN SERVICE QUALITY AND STUDENT LOYALTY IN TVET HLIs

Journal of Critical Reviews ◽

10.31838/jcr.07.08.25 ◽

2020 ◽

Vol 7 (08) ◽

Keyword(s):

Empirical Study ◽

Service Quality ◽

Student Satisfaction ◽

Student Loyalty

Download Full-text

Improving the Services Quality of Educational Staff Based on Satisfaction and Loyalty Analysis of Nursing Students

Jurnal NERS ◽

10.20473/jn.v12i2.4628 ◽

2017 ◽

Vol 12 (2) ◽

pp. 164

Author(s):

Fresty Africia ◽

Stefanus Supriyanto ◽

Tiyas Kusumaningrum

Keyword(s):

Nursing Students ◽

Service Quality ◽

Student Satisfaction ◽

Perceived Quality ◽

Educational Institutions ◽

P Value ◽

Student Expectations ◽

Student Loyalty ◽

Educational Staff

Introduction: Educational staff services play a role in determining the quality of education. Service quality is able to provide satisfaction for students. Students who were satisfied with the perceived quality will develop student loyalty to the institution. The purpose of this study was to assess the effect of educational staff service quality with the satisfaction and loyalty of nursing students so that the educational institutions as service providers are able to provide the best service and survive in the midst of competition. Method: The study was an explanative survey with a cross-sectional design. Data collection was conducted using both quantitative (questionnaires) and qualitative (Focus Group discussion/FGD) methods. This study used proportional random sampling, with 110 students as samples. The variables in this research were customer expectations, perceived quality, student satisfaction and loyalty. The data was collected by a questionnaire and analyzed by linear regression, while FGD was conducted in two different groups (students and staff’s managers). Result: The result of the study explains the influence of student expectations on the perceived quality of the educational staff with a p-value = 0,002. There was no influence of student expectation on student satisfaction with a p-value = 0,156. The influence of the perceived quality of the educational staff towards student satisfaction had a p-value = 0,000. The influence of student satisfaction on student loyalty had a p-value = 0,000. Conclusion: The fulfilment of student expectations will have a positive impact on perceived quality. Furthermore, the positively perceived quality will create student satisfaction and student loyalty towards the educational institutions. For further research, it is suggested to examine the effect of satisfaction on student complaints.

Download Full-text

The influence of service quality, university image on student satisfaction and student loyalty

Benchmarking An International Journal ◽

10.1108/bij-07-2018-0212 ◽

2019 ◽

Vol 26 (5) ◽

pp. 1533-1549 ◽

Cited By ~ 5

Author(s):

Teddy Chandra ◽

Layla Hafni ◽

Stefani Chandra ◽

Astri Ayu Purwati ◽

Jennifer Chandra

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Significant Influence ◽

Design Methodology ◽

Content Type ◽

Five Dimensions ◽

Student Loyalty ◽

University Image ◽

Strongly Agree ◽

Quality In Education

Purpose The purpose of this paper is to determine the influence of service quality and university image on student satisfaction and student loyalty. Design/methodology/approach This study employed a set of survey instrument adapted from previous studies. The construct of the service quality consisted of 12 indicators, one of which was originally designed by the researcher, and the rest were adapted from other researchers. For the construct of university image, there were five indicators, while the rest were designed by the researcher. There were six indicators of construct student satisfaction, while the other three were designed by the researcher. Lastly, the construct student loyalty consisted of five indicators, three of which were originally designed by the researcher. All of those constructs used seven-point Likert scale scoring, which ranged from 1= strongly disagree to 7= strongly agree. Findings The findings of this study are as follows: the result of the data analysis has confirmed the existence of a positive and significant influence of service quality on student satisfaction, there is a positive and significant influence of student satisfaction on student loyalty, there is no positive or significant influence of service quality on student loyalty, and university image has a positive and significant influence on both student satisfaction and student loyalty. Originality/value The originality of this study has been confirmed, considering the fact that only few studies on service quality in education field were conducted. In this study, researchers were interested in developing the service quality based on five dimensions. This model have been applied by a number of researchers. Unfortunately, some other researchers showed their disagreements upon the use of only these five dimensions in the research in the field of education, and they suggested that more appropriate dimensions should be applied.

Download Full-text

Dimensi Kualitas Layanan dan Pengaruhnya terhadap Loyalitas Mahasiswa dengan Tingkat Kepuasan sebagai Variabel Intervening

Jurnal Manajemen Bisnis Krisnadwipayana ◽

10.35137/jmbk.v7i2.254 ◽

2019 ◽

Vol 7 (2) ◽

Author(s):

Mister Candera ◽

Gumar Herudiansyah

Keyword(s):

Higher Education ◽

Service Quality ◽

Path Analysis ◽

Student Satisfaction ◽

Indirect Effect ◽

Direct Influence ◽

Indirect Influence ◽

Student Loyalty ◽

Quality Dimensions ◽

Service Quality Dimensions

This study aims to analyze and describe the direct influence and indirect influence of service quality dimensions on student loyalty through student satisfaction. This study uses perimer data collected through questionnaires with a total of 350 students. Analysis of the data used is Path Analysis. Based on the results of the analysis it was found that tangible has a direct and indirect effect on student loyalty through student satisfaction. reliable variables, responsiveness, and empathy have a direct but not significant effect on loyalty. These three variables have a significant effect on student satisfaction. Meanwhile, assurances have an effect and are not significant towards student loyalty either directly or indirectly through student satisfaction. The results of this study can be used as information for Higher Education in making and implementing policies, so that students are more loyal to Higher Education as a place for respondents to study. Keywords: Dimensions of Service Quality, Satisfaction, and Loyalty

Download Full-text

STUDENT SATISFACTION, LOYALTY, AND MOTIVATION AS OBSERVED FROM THE SERVICE QUALITY

Journal of Management and Islamic Finance ◽

10.22515/jmif.v1i1.3552 ◽

2021 ◽

Vol 1 (1) ◽

pp. 136-153

Author(s):

Subandi Subandi ◽

Muda Setia Hamid

Keyword(s):

Service Quality ◽

Student Satisfaction ◽

Student Motivation ◽

Structural Equation ◽

Quantitative Research ◽

Sampling Technique ◽

Equation Modeling ◽

Administrative Management ◽

Student Loyalty ◽

Scale Data

This study seeks to analyze the effect of service quality on satisfaction, the effect of service quality on loyalty, the effect of service quality on motivation, the effect of satisfaction on loyalty, the effect of satisfaction on motivation, and to analyze the mediation of student satisfaction on the effect of service quality on student motivation and loyalty. In this quantitative research, a questionnaire was distributed to 100 fifth-semester students of Administrative Management Academy Yogyakarta. The samples were selected using a purposive sampling technique. The variable measurement used a Likert scale. Data analysis was carried out using Structural Equation Modeling (SEM) with SmartPLS 3 software. The results of the analysis show that service quality affects student satisfaction, student loyalty, and student motivation. Student satisfaction affects student loyalty and student motivation. Service quality affects student loyalty and student motivation mediated by student satisfaction.

Download Full-text