scholarly journals Analyzing Universities Service Quality to Student Satisfaction; Academic and Non-Academic Analyses

2019 ◽  
Vol 9 (1) ◽  
pp. 126
Author(s):  
Kardoyo Kardoyo ◽  
Lola Kurnia Pitaloka ◽  
Rozman Rozman ◽  
Bayu Bagas Hapsoro
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Higher Learning ◽  
Public And Private ◽  
Economics Faculty ◽  
Academic Service Quality ◽  
And Behavior ◽  
Learning Institutions

Indonesia has many higher learning institutions both public and private sectors such as colleges, polytechnics, institutes and universities and they are competing among them to get students to enroll in their institutions. It has become competitive among them to get students than before. The growing competition among higher learning institutions had forced them to strive to improve their service quality provided to students. The student satisfaction of service quality can be divided into two parts, namely satisfaction in academic and non-academic. The purpose of this research is to determine whether the academic and non-academic service quality affect student satisfaction of Economics Faculty Universitas Negeri Semarang. This research used an exploratory method that explaining the relationship between hypothesis testing, making prediction and getting the implicit meaning of problems that want to be solved. This study was conducted at the Economics Faculty of Universitas Negeri Semarang. The data analysis used SEM PLS. The population in this study were students from the Economics Faculty of Universitas Negeri Semarang who registered in 2015 and graduated in 2018. The total number of population in this study were 3,596 students majoring in Economics Education, Accounting, Management, and Economic Development. This study used a stratified sampling technique where students from all disciplines and levels were determined using the Slovin formula. Questionnaires were distributed to a sample of 360 students and were administered by trained enumerators. Data were collected using self-administered assessment questionnaires of a five Likert scale and analyzed using SEM PLS 6.0 Warp PLS.  The results of this research were, first, academic service quality did not influence student satisfaction. Second, the non-academic service quality has a positive and significant influence on student satisfaction. This is because the supported learning infrastructure was found to be a factor that satisfied the students compared to teaching methods that was carried out by faculty members. It was also found that attitude and behavior in academic aspect were not significant in improving the students’ satisfaction. Therefore, it is suggested that Faculty of Economics of UNNES should focus on maintaining and improving the service quality of non-academic aspects in order to compete with other higher learning institutions.

scholarly journals Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

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.

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 Influence of School Facilities Service Quality and Teacher Competency to the Satisfaction of Madrasah Aliyah Annajah Students Jakarta

2020 ◽  
Vol 2 (3) ◽  
Author(s):  
Lestary Permata Sari ◽  
Ngadino Surip
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Strong Relationship ◽  
Simple Random Sampling ◽  
School Facilities ◽  
Teacher Competence ◽  
Teacher Competency ◽  
Quantitative Analysis Method

This study aims to determine the effect of school facilities, service quality and teacher competence on student satisfaction. The research method used is a quantitative analysis method using multiple linear regression and analysis of determination (R square), partial hypothesis testing (t test) and simultaneous (F test) as well as correlation between dimensions with a population of 291 people and is based on the method of taking probability sampling with a simple random sampling technique with a precision of 10% and obtained a sample of 100 people. The results showed that there was a strong relationship between variables and dimensions as indicated by the correlation between dimensions in which school facilities influenced the positive and significant aesthetic dominant dimensions and were related to student satisfaction. Quality of service influences the tangible dimensions of the dominant positive and significant and is related to student satisfaction and teacher competence influences the dominant and significant pedagogic dimensions positively and is related to students satisfaction.

scholarly journals The Analysis of Library Collection, Electronic Resources, and Librarian Services Quality on The Student’s Satisfaction

2018 ◽  
Vol 7 (4.38) ◽  
pp. 1330
Author(s):  
Abdullahi Hassan Gorondutse ◽  
Mohammed Nuhu ◽  
Khairol Anuar Bin Ishak
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
User Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Library Collection ◽  
Recent Debate ◽  
Universiti Utara Malaysia ◽  
Library User

The studies on library user satisfaction have become a topic of recent debate. the aimed of this paper is to analyze the effects of library collection, e-resources, and librarian service quality towards student satisfaction in the sultanah bahiyah library of uum. a sample of 80 were employees based on probability sampling technique adopted. the data were obtained from the respondents using a questionnaire.the study used ibm spss statistics 24 application software foranalysis, descriptive analysis, reliability analysis, regression analysis, and hypothesis testing results using. the results and findings shown that the library collection, e-resources, and librarian service quality are significantly related to the student satisfaction in the sulthanah bahiyah library of uum. therefore, the result of this study found that the best services, physically and technically, provided by the sultanah bahiyah libraryhas been satisfying the customers, which are students of universiti utara malaysia generally, and especially the students who visit the library. hence, this paper recommended that sulthanah bahiyah library uum to improve their performance in order to meet the visitor’s satisfaction, especially in the area of quality of librarian services.the future researchers employ other factors besides of library collection, e-resources, and librarian service quality towards the student satisfaction.     

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

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

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.

scholarly journals PENGARUH REPUTASI INSTITUSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN MAHASISWA DI SEKOLAH TINGGI ILMU EKONOMI (STIE) AKA SEMARANG DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (1) ◽  
pp. 25
Author(s):  
Andre Aprilianto Suwardi ◽  
Bayu Kurniawan
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Student Satisfaction ◽  
Direct Effect ◽  
Sampling Technique ◽  
Financial Statements ◽  
Direct Influence ◽  
Analysis Technique ◽  
Institutional Reputation

The purpose of this study: to examine and analyze the effect of the institution's reputation, service quality on student satisfaction, with trust as an intervening variable. The study was conducted by accidental sampling technique, using the Slovin formula obtained a sample of 93 respondents. The data analysis technique used is the path analysis technique. The results of the study concluded that: Institutional reputation directly influences trust. Service quality has a direct effect on trust. Institutional reputation has a direct influence on student satisfaction. Service quality has a direct effect on student satisfaction. Trust has a direct influence on student satisfaction. Institutional reputation has an influence on student satisfaction through trust as an intervening variable. Service quality has an influence on student satisfaction through trust as an intervening variable. (3) human resources affect he quality of financial statements, (4) organizational commitment doesnt affect he quality of financial statements.

Determinants of Students’ Satisfaction in HEIs’ of Pakistan: An Empirical Investigation

2021 ◽  
Vol 39 (10) ◽  
Author(s):  
Muhammad Usman ◽  
Siti Falindah Padlee ◽  
Wan Norhayati Mohamed ◽  
Siti Nur ‘Atikah Zulkiffli
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Institutional Environment ◽  
Sampling Technique ◽  
Academic Programs ◽  
Faculty Involvement ◽  
Least Squares Regression ◽  
Teaching Excellence ◽  
Students Satisfaction

Service quality is vital for higher education institutions in order to remain competitive and growing. There is a dire need to ensure students’ satisfaction with university. Factors influencing students’ satisfaction had been explored in private universities of Islamabad, Pakistan. The factors that influenced students’ satisfaction were measured on teaching excellence, quality of academic programs, faculty involvement, and institutional environment. Non-probability sampling technique applied for 436 of HEIs students from three universities which were selected as a sample for study. A set of questionnaires was administered and distributed to the respondents of the study. A variance based Partial Least Squares regression (PLS) was applied to test the hypotheses. Results indicate a positive and direct relationship between perceived service quality of education and student satisfaction. The results of study contribute towards the literature of student satisfaction determinants and practical implications for academicians of HEIs of Islamabad, Pakistan universities.

scholarly journals ANALISIS KESENJANGAN KUALITAS PELAYANAN TERHADAP KEPUASAN MAHASISWA FAKULTAS HUKUM UNIVERSITAS KATOLIK SANTO THOMAS NEDAN

2015 ◽  
pp. 31-40
Author(s):  
Nawary Saragih
Keyword(s):  
Service Quality ◽  
Student Affairs ◽  
Student Satisfaction ◽  
Gap Analysis ◽  
Sampling Error ◽  
Sampling Technique ◽  
Negative Influence ◽  
Catholic University ◽  
Negative Effect

The purpose of this study was conducted to determine the effect of service quality on student satisfaction Faculty of Law of the Catholic University of Santo Thomas Medan. The sampling technique used is sampling method with a sampling error where sampling based on certain criteria that active students by year of entry proportionally. The data collection is done by using questionnaire data of closed and open (sharpness analysis). Hypothesis analysis is done by using multiple regression analysis and gap analysis. Obtained multiple linear regression equation Y = -6,107X1 0,229X2-4,202X3 + + + 4,317X5 0,503X4. This means that the quality of service (responsiveness, empathy and tangible) positive effect on student satisfaction. While the reliability of service quality assurance, a negative effect on satisfaction Faculty of Law of the Catholic University of Santo Thomas Medan. Interval kesenjanagan Student dissatisfaction is in the interval -337 up to 267 to satisfaction of students, it is necessary to repair the reability (accuracy, speed of service, timeliness in and out perkukliahan. Kesuaian service with the promise offered) and assurance (Alertness Employees in serving the student affairs , Alertness Lecturer in serving the student affairs). In terms of reliability assurance negative influence on satisfaction of students and gap interval in the interval -337 up to 267 to satisfaction of students, efforts are needed improvement to reability and assurance in the hope to close the gap between perceived to increase student satisfaction

scholarly journals ANALISA PENGARUH KUALITAS SINKAD DAN LAYANAN TERHADAP KEPUASAN MAHASISWA LEMBAGA PENDIDIKAN WEARNES EDUCATION CENTER MALANG

2019 ◽  
Vol 13 (2) ◽  
pp. 89-100
Author(s):  
Yuniar Fitriyani ◽  
Fathorrahman Fathorrahman ◽  
Theresia Pradiani
Keyword(s):  
Student Satisfaction ◽  
Information Quality ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
System Quality ◽  
Quality Of Information ◽  
Academic Service Quality ◽  
Academic Services

This research intends to analyze student satisfaction that is influenced by the quality of information and the SINKAD system, academic and non-academic services where the research was conducted at the Malang Wearnes Education Center Education Institute. This research used a probability sampling approach with purposive sampling “sampling technique”. The research instrument used questionnaires.The research data is processed quantitatively with multiple linear regression analysis techniques using SPSS 25.0. Results of the research are supported by qualitative data used to strengthen the results of the research. The results of this research showed that: (1) The relevance of the information presented by SINKAD has an influence on student satisfaction at Wearnes Education Center Malang (2) the quality of the SINKAD system does not have an influence on student satisfaction at Wearnes Education Center Malang (3) Reliability of academic services has an influence on student satisfaction at Wearnes Education Center Malang (4) Reliability of non-academic services has an influence on student satisfaction in Wearnes Education Center Malang (5) Information quality of SINKAD, quality of SINKAD system, quality of academic services and non-academic service quality together have an influence on satisfaction college student.

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