scholarly journals PENGARUH KUALITAS LAYANAN PENDIDIKAN TERHADAP KEPUASAN MAHASISWA PROGRAM STUDI MANAJEMEN FAKULTAS EKONOMI PADA UNIVERSITAS SWASTA DI BANDAR LAMPUNG

2019 ◽  
Vol 10 (01) ◽  
pp. 76-99
Author(s):  
Endang Siswati Prihastuti ◽  
Syahril Daud
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Structural Equation ◽  
Educational Process ◽  
Policy Implications ◽  
Equation Modeling ◽  
Educational Services

This study aims to determine the description of the quality of educational services to student satisfaction after attending the educational process, and the results of this study are used to increase student satisfaction in the future. The population of this research is the management study program students at the Faculty of Economics, Private Universities in Bandar Lampung in 2014, 2015 and 2016. Determination of the size of the sample uses the Isaac and Michael tables with a 5% confidence level and determines the sample members with stratified random sampling. The data analysis technique used is Structural Equation Modeling (SEM), an analysis that combines factor analysis approaches, structural models (Structural Model), and path analysis (Path Analysis). The exogenous variable education service quality (X) consists of tangibles, reliability, responsiveness, assurance and empathy. Whereas endogenous variables of satisfaction (Y) are cognition, affective and psychomotor. The results showed that 1) a description of the quality of educational services according to students' perceptions as a whole including good categories.variable service quality Tangible, reliability, empathy, assurance is more important than responsiveness, 2) description of student satisfaction after attending the education process according to overall student perceptions including good categories, 3) quality of education services has a significant effect on student satisfaction, 4) policy implications indicate the need for improvement in terms of; a) cleanliness of the lecture room, b) resolve student complaints, c) handle administration quickly, d) pay attention to a controlled period of education, e) hospitality of employees in providing services.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN JASA KEPENDIDIKAN TERHADAP KEPUASAN DAN LOYALITAS MAHASISWA MENGGUNAKAN STRUCTURAL EQUATION MODELING (STUDI KASUS DI JURUSAN MIPA UNSOED)

2014 ◽  
Vol 6 (1) ◽  
pp. 23
Author(s):  
Supriyanto Supriyanto ◽  
Mutia Nur Estri ◽  
Agustini Tripena Br.Sb.
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Natural Sciences ◽  
Equation Modeling ◽  
New Employees ◽  
Five Dimensions ◽  
Perceived Service Quality ◽  
Student Loyalty

Increasingly strong competition in intercollegiate and students who increasingly selective and knowledgeable require universities to continue to improve his ministry. Matter requires a knowledge of the conditions for this service, that has adapted to student expectations or not . This study aimed to determine the extent to which level the match between the expected service quality and perceived student at Department of Mathematics and Natural Sciences Unsoed and explain the influence of the five dimensions of service quality that is tangibles, reliability, responsiviness, assurance and empathy for student satisfaction and loyalty. Results of the study was assessment of the quality of student services at the Department of Mathematics and Natural Sciences Unsoed is perceived service quality is still below the expected service quality , perceived still not satisfactory. Five dimensions of service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy, positive effect on student satisfaction. Satisfaction indirect influence on student loyalty and there is a direct influence of the five dimensions of service quality on loyalty through student satisfaction. Student loyalty translated in expressing positive things about the Department of Mathematics and Natural Sciences to others , recommending courses at the Department of Mathematics and Natural Sciences to the others, recruiting new employees from alumni, and ready to provide assistance if needed.

scholarly journals Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

2019 ◽  
Vol 11 (1) ◽  
pp. 49
Author(s):  
Fransisca Debora ◽  
Hernadewita Hernadewita
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
The Government ◽  
Asean Economic Community

The development of science and technology and the factors of the ASEAN economic community (MEA) which are supported by increasing industry 4.0, the government gives important responsibilities for universities to be able to produce human resources that can compete in that era. This affects universities to continue to improve in terms of the quality of learning, service quality, to provide satisfaction to students which has an influence on the productivity of higher education. In this regard, research was conducted on 120 samples of student respondents (active students, and alumni) who were used to provide information by distributing questionnaires processed by Structural Equation Modeling (SEM) - Partial Least Square (PLS). Based on the results of the analysis and discussion it can be concluded that service quality has a positive effect on student satisfaction and positively influences the productivity of higher education.

scholarly journals Analysis Effect of Service Quality, Educational Facilities, and Method of Learning, Student Satisfaction and Loyalty to Students - Studies in the University of Widyatama Bandung

2017 ◽  
Vol 10 (1) ◽  
pp. 16
Author(s):  
Yenny Maya Dora
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Survey Method ◽  
Educational Facilities ◽  
Study Population ◽  
The University ◽  
Business And Management

This study aimed to analyze the effect of service quality, education facilities, and teaching methods in conjunction with student satisfaction and loyalty Widyatama University students. The research was conducted by survey method, the data obtained by distributing questionnaires to students. The study population was a student Of the Faculty of Business and Management, University of Widyatama. Data were analyzed using Structural Equation Modeling (SEM) with AMOS. From these results it can be concluded that the loyalty of the students affected by the quality of the service through student satisfaction. Loyalty affected by the Educational Facilities through student satisfaction. And loyalty is also influenced by learning through student satisfaction.

scholarly journals Vindicating Service Quality of Education through Structural Equation Modeling (SEM): International Students’ Perspective

2020 ◽  
Vol 9 (3) ◽  
pp. 158
Author(s):  
Abu Rashed Osman ◽  
Abu Saleh Sohel-Uz-Zaman ◽  
Mohammad Ali Ashraf ◽  
Aslam Uddin
Keyword(s):  
International Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Quality Education ◽  
Equation Modeling ◽  
Quality Of Education ◽  
Tertiary Level ◽  
Institutional Image

The prime objective of this paper is to identify the factors that influence service quality of education mediating by institutional image in higher education perspective. To this aim, the Nordic model was used as a theoretical base of the study. Program quality as a technical quality as well as industrial link and student satisfaction as functional quality were postulated to positively influence image toward the service quality education. Data (n=294) were collected from foreign students studying at University Utara Malaysia located in northern Malaysia through convenient sampling procedure. The structural equation modeling (SEM) was utilized for analyzing the data. Analysis of the data indicates that image has a full mediating role in the relationship between industrial link and service quality education. To uphold service quality in education, the academic authorities need to nurture earnestly industrial link and image of the institution because image occupied full mediation role between industrial link and service quality of education. Moreover, program quality and student satisfaction have shown direct significant impact on image and service quality of education and can be regarded as critical factors for certifying image and service quality in higher education. The conceptual model of this study would give more recognition if any tertiary level institution addresses this in order to increase their image and overall ranking. This study incorporated institutional image as a mediating variable, which is an exceptional endeavor in tertiary level education for enriching existing body of literature in perspective of international students.     

scholarly journals ANALYSIS OF THE EFFECT OF SERVICE QUALITY AND SCHOOL LOCATION ON STUDENT SATISFACTION AND ITS IMPACT ON STUDENT LOYALTY AT 32 JAKARTA SENIOR HIGH SCHOOL

2020 ◽  
Vol 1 (6) ◽  
pp. 1000-1011
Author(s):  
Siti Waliha
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Primary Data ◽  
Equation Modeling ◽  
School Location ◽  
Student Loyalty ◽  
The Relationship

This study aims to analyze the effect of Quality. Service, and School Location towards Student Loyalty through Satisfaction in XII grade students at SMA Negeri 32 Jakarta. The results of the study using primary data in the form of questionnaires to 274 class XII students at SMA Negeri 32 Jakarta using the Structural Equation Modeling (SEM) method showed that service quality and school location had a positive and significant effect on student satisfaction. There is a positive and significant influence between service quality and student satisfaction on student loyalty, while there is no influence between school location on student loyalty. Judging from the results of the SEM calculation analysis of service quality, and school location has an estimate coefficient of 0.48 or 48% of its effect on student satisfaction, while service quality has an estimate coefficient of 0.56 its influence on student loyalty, and satisfaction has an estimate coefficient of 0.44 influence. student loyalty, this shows that the quality of service, and good student satisfaction will increase student loyalty at SMA Negeri 32 Jakarta, and the better the quality of service will increase student satisfaction. The results showed that student satisfaction as an intervening variable could increase the relationship between service quality variables and student loyalty, but did not affect the relationship between school locations and loyalty

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

scholarly journals Enhance Strategy Promotion University of Medan Area to Increasing the Number of New Students during the COVID-19 Pandemic

2021 ◽  
Vol 8 (5) ◽  
pp. 432-437
Author(s):  
Muhammad Al Fikri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Private Universities ◽  
State Universities ◽  
Equation Modeling ◽  
New Students ◽  
Improve Service Quality ◽  
Positive Word Of Mouth

Private and State Universities are still faced with competition between universities to increase the number of students especially during the Covid 19 period. This research aims to analyze the effect of each of the variables of e-service quality, e-satisfaction, positive Word of Mouth / WoM, either directly or indirectly. Data were collected from 200 students from one of the best private universities in North Sumatra (Medan), and processed using Structural Equation Modeling / SEM. From the results of data processing, all tested hypotheses can be accepted, and research found that to encourage positive WoM, PTS must be sensitive to the creation of student satisfaction. Positive WoM can be an effective advertising promotion tool for PTS to get new student candidates through existing student recommendations. In addition, to increase e-customer satisfaction, PTS is required to always improve service quality that is delivered through online services. Keywords: e-service quality, e-customer satisfaction, positive WoM, private universities.

Assessing international students' satisfaction of a Jordanian university using the service quality model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayman Abu-Rumman ◽  
Rasha Qawasmeh
Keyword(s):  
International Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Strong Relationship ◽  
Equation Modeling ◽  
Quality Model ◽  
Content Type ◽  
Five Dimensions ◽  
Practical Implications

PurposeEducation plays a key role in socio-economic development and globalization has increased the numbers of students wanting to study abroad. Attracting international students is therefore an important objective for universities as international students open up opportunities to bring economic, cultural and academic benefits to both the universities themselves and to the countries in which they are located. This study therefore aimed to assess student satisfaction with a Jordanian university using the dimensions of quality contained within the established SERVQUAL model.Design/methodology/approachTo achieve these goals, quantitative data was collected from international students attending one university located in Jordan via a questionnaire survey, using a randomized sample. Structural equation modeling (SEM) was used to analyze the construct validity, and correlations between student satisfaction and the different dimensions of quality were tested.FindingsConsistent with other studies, the findings demonstrated that the five dimensions of service quality, i.e. tangibility, reliability, responsiveness, assurance and empathy, and the university of study, have a strong relationship with student satisfaction. However, there was no statistically significant correlation between country satisfaction and the tangibility and assurance sub-dimensions of quality.Practical implicationsPractical implications – The findings of this study are of interest and practical benefit to university leaders in developing their quality and student acquisition strategies.Originality/valueThis study makes a useful contribution to the growing body of evidence of service quality in higher education set within the context of a developing country.

Influence of Information and Service Quality on Users' Continuous Use of Mobile Libraries in China

2020 ◽  
Vol 22 (1) ◽  
pp. 57-71
Author(s):  
Pinghao Ye ◽  
Liqiong Liu ◽  
Linxia Gao ◽  
Quanjun Mei
Keyword(s):  
Theoretical Model ◽  
Service Quality ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Perceived Usability ◽  
Continuous Use ◽  
The Impact ◽  
Positive Impacts

This research mainly aims to explore the factors that influence users' continuous use of mobile libraries. The findings of this study will provide empirical evidence to help improve the service and information quality of mobile libraries. Moreover, suggestions for optimization are provided with the objective of meeting user demands at its maximum. A theoretical model is constructed to reveal the impact of 11 influencing factors on users' continuous use of mobile libraries. Structural equation modeling is adopted to verify the theoretical model and research hypothesis based on the valid data obtained from a questionnaire survey. The study found that personalized services and information availability have positive impacts on the service quality of mobile libraries. Moreover, perceived mobility and information quality have positive impacts on the perceived usability of mobile libraries. Finally, perceived usability, service quality, and platform stability have significantly positive impacts on the willingness of users to continue usage of mobile libraries.

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