scholarly journals The Impact of Service Quality and Student Satisfaction at the Faculty of Engineering Andalas University

2021 ◽  
Author(s):  
Dedison Gasni ◽  
Rudy Fernandez
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
The Impact

scholarly journals Student’s Satisfaction of the Quality of Online Learning in Higher Education: An Empirical Study

2021 ◽  
Vol 13 (21) ◽  
pp. 11960
Author(s):  
Carmen Jiménez-Bucarey ◽  
Ángel Acevedo-Duque ◽  
Sheyla Müller-Pérez ◽  
Luis Aguilar-Gallardo ◽  
Miguel Mora-Moscoso ◽  
...  
Keyword(s):  
Higher Education ◽  
Online Learning ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Digital Transformation ◽  
Three Dimensions ◽  
Technical Service ◽  
The Impact

Higher education institutions (HEIs) have been facing a digital transformation in online learning as a result of the restrictions generated by COVID-19. Therefore, identifying which are the elements that influence student satisfaction will allow HEIs to establish strategies to ensure the quality of the digital transformation. This study proposes a model that measures student satisfaction considering three dimensions: teacher quality, technical service quality and service quality. Then, the impact of each dimension on student satisfaction is estimated using a Partial Least Squares Structural Equation Model (PLS-SEM), and finally an Importance-Performance Map Analysis (IPMA) was performed to identify the improvements that should be made to increase student satisfaction. When analyzing the responses of 1430 students at the School of Medicine, it was found that the quality of technical service should be improved, specifically training, and encouraging teachers to use strategies that allow student participation.

scholarly journals The Impact of Service Quality, Student Satisfaction, and University Reputation on Student Loyalty: A Case Study of International Students in IIUM, Malaysia

2013 ◽  
Vol 5 (12) ◽  
pp. 584-590 ◽  
Author(s):  
Djafri Fares ◽  
Omar Kachkar .
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Brand Image ◽  
High Reliability ◽  
Descriptive Analysis ◽  
Correlation And Regression Analysis ◽  
Student Loyalty ◽  
University Reputation ◽  
The Impact

The purpose of this paper is to examine the relationship between service quality, student satisfaction, university reputation, and student loyalty in the International Islamic University Malaysia (IIUM). This study aims to improve our understanding of student loyalty and to highlight the effect of student satisfaction, service quality, and brand image in building student loyalty towards IIUM. Data were randomly collected from 160 students studying in IIUM during the 2012/2013 academic session. Data analysis encompasses descriptive analysis, reliability analysis, exploratory factor analysis (EFA), correlation, and regression analysis. The data resulted in acceptably high reliability. The result indicates that all independent variables have significant impact on student loyalty. All three hypotheses were supported. This study is set to assist institutions of higher education to identify improvements in the service delivery process by identifying different aspects of service quality, brand image, and student satisfaction in IIUM.

A Study on the Impact of Service Quality on Student Satisfaction towards the University Libraries in Dindigul District, Tamil Nadu, India

2018 ◽  
Vol 8 (3) ◽  
pp. 63-66
Author(s):  
S. Mathurajothi ◽  
S. Subramani ◽  
P. S. Venkateswaran
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Tamil Nadu ◽  
Review Of Literature ◽  
University Libraries ◽  
Quality Factors ◽  
Positive Correlation ◽  
The University ◽  
The Impact ◽  
The Relationship

The main objective of this study is to find out the service quality on student satisfaction towards the University libraries in Dindigul District. A review of literature was collected to find out the relationship among service quality and student satisfaction. A survey was conducted to collect the data from 308 students from the two Universities in Dindigul District. The result shows that except empathy, other service quality factors are positively related to student satisfaction. Tangibility and reliability shows the highest positive correlation with student satisfaction. Finding suggests that Librarian should focus on the service quality factors tested in this research to improve the student satisfaction.

scholarly journals Influence of Online Reviews on Student Satisfaction Seen through a Service Quality Model

2021 ◽  
Vol 16 (7) ◽  
pp. 3063-3077
Author(s):  
Mostafa Torabi ◽  
Charles H. Bélanger
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Word Of Mouth ◽  
Online Reviews ◽  
University Management ◽  
Quality Factors ◽  
Quality Model ◽  
The Impact

University or college is a challenging reality leading to a sometimes elusive career path. By consulting social media and review websites, students have more alternatives to consider in their choice determination. This study develops a multifaceted model to recognize the influence of service quality and e-word of mouth on customer satisfaction and the impact of customer satisfaction on word of mouth. Data gathered from a sample of 150 university students are analyzed by SPSS and PLS-SEM. The findings indicate that service quality dimensions and e-WOM have positive impacts on customer satisfaction. Furthermore, this study reinforces that customer satisfaction has a positive influence on customers’ WOM intentions. This research recommends that university management should consider the importance of service quality factors and social media channels to meet and exceed students’ expectations in order to bolster the quality of services and boost customer satisfaction.

scholarly journals THE ROLE OF SATISFACTION ON UNIVERSITY BRAND PERFORMANCE: A CASE STUDY AT HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY

2020 ◽  
Vol 5 (34) ◽  
pp. 126-136
Author(s):  
Le Thi Bich Diep
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Extracurricular Activities ◽  
Ho Chi Minh City ◽  
Brand Performance ◽  
University Of Technology ◽  
Education Service ◽  
The Impact ◽  
The Relationship ◽  
University Brand

Students were the main customers of universities. As such, providing service quality of education and satisfying students’ needs as well as expectations were vital for universities to succeed. This research focused on the relationship between education service quality (facilities, library, lecturers, administration staff, curriculum, extracurricular activities, and course management) and university brand performance through student's satisfaction. A questionnaire was distributed to 272 last-year students at Ho Chi Minh City University of Technology (HUTECH). The convenience sampling method was used. The reliability and validity of the instruments were fitted and showed high value. A path analysis was conducted to identify the impact of the relationship between concepts. The results of the research also indicated that student satisfaction played a mediator role in the impact of education service quality on university brand performance. The findings of this research would provide a recommendation for managers to determine the sustainability of the university by looking at the education service quality.

Influence of student-perceived service quality on sustainability practices of university and student satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sartaj Chaudhary ◽  
Ajoy Kumar Dey
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Sustainable Practices ◽  
Content Type ◽  
Perceived Service Quality ◽  
Sustainability Practices ◽  
The University ◽  
Quality In Education ◽  
The Impact

Purpose The past decade has seen a proliferation of research on service quality in education. However, little attempt has been made to understand the impact of student perceived service quality on sustainability practices of the university or the effect of such practices on student satisfaction. To bridge this gap, this paper aims to propose a conceptual framework to examine the relationships between service quality, sustainable practices and student satisfaction from the perspective of students. Design/methodology/approach A quantitative methodology was employed, and data were collected through an online structured questionnaire. Responses were gathered from undergraduate students (n = 419) studying in four colleges affiliated to a university in Delhi, India. Exploratory and confirmatory factor analyses were used to validate the instruments. Structural equation modelling was used to examine the associations between the constructs. Findings The research revealed that student perceived service quality in education has a significant effect on their perception of sustainable practices of the university and student satisfaction. Further, sustainable practices predict student satisfaction. Research limitations/implications The findings may guide the key decision-makers in the education industry to incorporate service quality and sustainable practices in their strategy and thereby enhance student satisfaction. Originality/value This research is the first of its kind to examine the impact of service quality as perceived by students on the perception of sustainability practices of the university. Further, it empirically tests the effect of perceived sustainability practices on student satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN MAHASISWA KULIAH PADA STIE PASAMAN

2019 ◽  
Vol 4 (2) ◽  
pp. 77-85
Author(s):  
M Saleh Lubis
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Human Resources ◽  
Student Satisfaction ◽  
Customer Value ◽  
Educational Institution ◽  
Marketing Management ◽  
High Quality ◽  
The Impact

The Higher Educational Institution plays an important role to generate the high quality of Human Resources on Indonesia. Application of the professional marketing management on this institution is important too. Among the important aspects of marketing management is the words of mouth by the students were satisfied. This study examines the impact of service quality and customer value on satisfaction of students study at STIE Pasaman. Number of sampel is 241 people drawn by Slovin formula from 604 population. The results of this study showed the quality of service and customer value of each partial positive and significant impact on student satisfaction study at STIE Pasaman. The results of this study imply that in order to improve the satisfaction of students studying at STIE Pasaman can be done by increasing again service quality and customer value. Key words : Satisfaction, service quality and customer value.

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