scholarly journals An Empirical Analysis on the Effects of Entrepreneurship Educational Service Quality Perceived by Generation Z on Service Value, Student Satisfaction, and Acceptance and Spread of Word of Mouth

2021 ◽  
Vol 22 (7) ◽  
pp. 137-147
Author(s):  
Hyun-Hwa Jung ◽  
Jong Bok Park ◽  
Kyung Wan Kang
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Empirical Analysis ◽  
Word Of Mouth ◽  
Educational Service ◽  
Service Value ◽  
Generation Z

scholarly journals KUALITAS PELAYANAN DAN KEPUASAN MAHASISWA SEBAGAI ANTESEDEN VALENSI WORD OF MOUTH PADA MAHASISWA UNIVERSITAS MUHAMMADIYAH MALANG

2014 ◽  
Vol 2 (2) ◽  
Author(s):  
H. B. Ardianto ◽  
Nazaruddin Malik ◽  
Eko Handayanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Analysis Technique ◽  
Result Show ◽  
Valence Effect

H. B. Ardianto*)Nazaruddin Malik **) dan Eko Handayanto **)Magister Manajemen Universitas Muhammadiyah MalangE-mail: [email protected] research to examined the effect service quality toward student satisfaction, effect of service qualitytoward word of mouth valence, effect of student satisfaction toward word of mouth valence of studentUniversity of Muhammadiyah Malang. The treatment were used questionnaire, each statement onquestionnaire used to know respondent respon very disagree until very agree. Based on answerquestionnaire result collected 105 responden, data were analysis technique of Structural EquationModel (SEM). The result show that service quality has a positive influence and significant towardstudent satisfaction, service quality has a positive influence but not significant toward word of mouthvalence, student satisfaction has a positive influence and significant toward word of mouth valence.Data result show that service quality has an indirect positive influence toward word of mouth valencethrough student satisfaction. Student satisfaction has a direct positive influence and significant towardword of mouth valence on private university.Key words: service quality, satisfaction, word of mouth valence

scholarly journals Analisa Kepuasan Mahasiswa terhadap Kualitas Pelayanan Pendidikan

2020 ◽  
Vol 19 (1) ◽  
pp. 24-29
Author(s):  
Ni Luh Anik Puspa Ningsih ◽  
Dewa Ayu Putu Niti Widari ◽  
I Made Artawan
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Private University ◽  
Quality Of Education ◽  
Educational Service ◽  
Education Services ◽  
Level Of Satisfaction ◽  
Survey Results ◽  
The University

Abstract-During the learning process, students have experience with educational services at the University. This experience will create a perspective on the quality of education services provided. This will be related to the level of student satisfaction. This level of satisfaction will made an opinions. That generally will quickly spread, to family, friends and society. Bad opinion will affect the University's image, so it is important to analyze student satisfaction. A survey are held to gain information about student satisfaction.. This research was conducted at Warmadewa University, a private university in Denpasar, Bali. Survey results are summarized in the index of student satisfaction with the quality of education services at Warmadewa University. Based on the dimensions of service quality, namely tangibles, reliability, empathy, responsiveness, assurance students feel "satisfied". The overall survey results show that students assess the quality of education services at a "satisfying" level. Keywords: Student Satisfaction; Educational Service Quality Abstrak-Selama proses pembelajaran, mahasiswa memiliki pengalaman terkait pelayanan pendidikan di Universitas. Pengalaman ini menciptakan persepsi terhadap kualitas pelayanan pendidikan yang akan membentuk kepuasan bagi mahasiswa. Tingkat kepuasan tertentu akan membentuk opini. Ini akan menyebar dengan cepat, pada keluarga, teman dan masyarakat. Persepsi yang buruk akan mempengaruhi citra Universitas. Tujuan dari penelitian ini untuk menganalisa tingkat kepuasan mahasiswa terhadap kualitas pelayanan pendidikan di Universitas. Populasi penelitian ini adalah seluruh mahasiswa aktif Penelitian ini dilakukan di Universitas Warmadewa, Denpasar, Bali. Penelitian dilakukan dengan metode survey. Hasil survey terangkum dalam indeks kepuasan mahasiswa terhadap kualitas pelayanan pendidikan di Universitas Warmadewa. Berdasarkan dimensi kualitas layanan yaitu bukti fisik, kehandalan, empati, daya tanggap dan jaminan, mahasiswa merasa “puas”. Hasil survey keseluruhan menunjukkan bahwa mahasiswa menilai kualitas layanan pendidikan pada tingkat “memuaskan” Kata kunci : Kepuasan Mahasiswa ; Kualitas Pelayanan Pendidikan

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