Analysis of University Student Satisfaction Levels with the Learning Process on Five Dimensions of Service Quality (SERVQUAL) (original) (raw)
Related papers
2017
The purpose of this study is to determine the satisfaction levels of Akdeniz University Faculty of Education students concerning the quality of various services and facilities provided to them. The research was undertaken using the relational screening model. The study’s sample consists of 364 students studying in their second-grade or fourth-grade at Akdeniz University’s Faculty of Education, determined by disproportionate cluster sampling from a population of 3,587 students. The data of the study were collected through application of the “Quality of Service Scale for Higher Education Students”. The applied scale consists of a total of 48 items in four factors. Data collected were analyzed by descriptive statistics, independent groups t-test and ANOVA analyses. As a result of the research, it has been concluded that the male students are more satisfied than the education faculty administrative staff. According to the variable of high school graduated, the satisfaction levels of gra...
Student Satisfaction of Service Quality Education in Jember
Journal of Business and Banking, 2015
This study aims to analyze the importance and performance of educational services. The quality of service consists of tangible, reliability, responsiveness, assurance and empathy. The data were obtained by distributing questionnaires to students of the Faculty of Economics, University of Muhammadiyah Jember with sample 60 respondents selected by purposive sampling. Customer satisfaction index is used to analyze the level of overall student satisfaction. For identifying performance improvement priorities, the Analysis method used consists of two components: quadrant analysis and gap analysis. The results showed that the overall performance of students was satisfied with education services to the student satisfaction index score was 86.60 percent. Quadrant analysis shows that the dimensions of assurance, reliability, responsiveness, and empathy are considered an important dimension and good performance in accordance with the expectations of the students so that this dimension needs to be maintained and enhanced performance. The dimension that is considered less good is that of tangibles.
https://www.ijrrjournal.com/IJRR\_Vol.8\_Issue.5\_May2021/IJRR-Abstract031.html, 2021
Education is an important aspect of life. The more developed the world and the increasing population causes an increasing number of educational institutions, both formal and non-formal sectors. Parents are also increasingly selective in choosing the right education for their children. The growth of educational institutions are also affecting each of institution to planning and implementing a perfect formula in order to make them better than competitors or in other words called as competitive advantages for having satisfaction that were dreamed of customers. The purpose of this research is to find out that service quality consists of reliability, assurance, tangibles, empathy, and responsiveness are affecting to customers satisfaction in Al-Amjad Islamic School Medan where the intended consumers are parents and students. Data collection are taken using questionnaires and analyzed with multiple linear regression analysis method. Research shows that service quality with reliability, assurance, tangibles, empathy, and responsiveness variables has positive and significant effect to customer’s satisfaction. Partially, each of variable assurance and responsiveness also has positive and significant effect to customer’s satisfaction. The variables of reliability, tangibles, and empathy has positive effect to customer’s satisfaction but not significant based on partial test. Assurances is the dominating variable to customer satisfaction in Al-Amjad Islamic School Medan.
International Journal of Research and Innovation in Social Science (IJRISS) , 2022
The purpose of this evaluation research is to study and obtain empirical data about the level of satisfaction of students for academic services that have implications for efforts to improve academic services, which can improve the reputation of the university. The research method used survey methods with an affordable population of about 4000 students of As-Syafi'iyah Islamic University, Jakarta, Indonesia. The sampling was done randomly with 733 respondents. The results of the study showed: a) the average assessment of student satisfaction with the University's academic services in the category of 'satisfied' with an average assessment score = 3.8697 and this score still needs to be increased to 5.0 to improve the academic services of the University which have implications for improving the reputation of the university; b) The quality of academic services has a strategic role in meeting student satisfaction which has an impact on the emergence of high loyalty to the University, and it is expected that these students can be a 'mouth promotion' for the University; c) academic services that need to be improved include the ability and care of education personnel in providing quality & fast service; the ability and concern of the manager/leader and education staff of the Study Program/Faculty in providing quality academic services, and adequacy, accessibility & quality of supporting facilities of academic activities of students; d) The characters empathy, sympathy, and sharing must be strived to grow and develop into an inherent and settled character among education personnel or lecturers.
Service Quality and Student Satisfaction in Higher Education
Bulgarian Comperative Educational Society BCES, 2024
Education is a significant institution given the shift to a knowledge economy. Today students have numerous expectations that range from choosing what to learn, how to learn and how much to learn based on their individual academic needs. Student satisfaction is an important facet for higher education institutions and specifically, it is highly related to service quality. Thus, the main goal of this study was to investigate the relationship between student perceived service quality and the global satisfaction level among university students. The ServQual instrument was administered to a sample of 250 university students. The results indicated that the higher gap of the service quality is related to the responsiveness dimension, followed by the reliability, assurance, empathy and tangibles dimensions. At the same time, there was a significant positive relationship between student satisfaction and responsiveness, reliability, assurance and empathy, but negative correlation between student satisfaction and tangibles. The findings generally indicate that a majority of students are satisfied with the facilities provided by the university. Such findings should help the university make a better strategic plan as to enhance student satisfaction in particular and its overall performance in general. So, the service quality in higher education has a significant influence on student satisfaction and in view of this, higher education institutions need to be aware of the service quality dimensions that influence the satisfaction of their students and therefore that it is important to note that these dimensions should be determined by the students, because the students are the primary recipients of the services provided by the institution.
An Empirical Model of Students Satisfaction and Service Quality of Jahangirnagar University
Journal of Social Science Research, 2018
Satisfaction is a state felt by a person who has experienced performance or an outcome that fulfill his or her expectation and service quality is an important parameter of educational excellence. This study attempts to examine the relationship between service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) and students' satisfaction. The results exhibit that there is a significant correlation among all the constructs with student satisfaction at 1% level of significance. The results also depict that the tangibles factor is the most important factor which includes a group of statements related to the environment and facilities provided by the university. Therefore, this paper will be helpful for institutions in order to enhance the quality of educational services.
Universal Journal of Educational Research, 2017
The purpose of this research is to evaluate the quality service in higher education in Marmara and Niğde Omer Halisdemir Universities' department of education students. This study was prepared using a screening model from quantitative research methods. The sample of this research comprised 886 university students attending the higher education institutions mentioned. The Scale of Service Quality in Higher Education Institutions is composed a data collection tool consisting of 28 items and 6 factors. The data of this research were collected during the 2016-2017 academic year. Gender, grade, university, and academic success were utilized in this study as personal variables. In the results of this study, the considerations of girls were higher than males regarding the academic position and institutional image. In addition, the perceptions of 3 rd grade students were higher than those of 4 th grade students according to academic position, institutional image, offered diploma program...
ABSTRACT This research is to identify factors that contribute to the satisfaction towards the service quality of undergraduate students studying at Universiti Malaysia Perlis (UniMAP). Nowadays in Malaysia, there are a lot of higher educational institutions either public institutions or private institutions. The quality of the service that offered by institutions is important to ensure success. This study was conducted to find out students’ satisfaction towards five (5) service quality variable developed by Parasuraman (1988) which are tangibles, reliability, responsiveness, assurance and empathy. The target group of this research was the undergraduates’, bachelor degree students who are still studying in University Malaysia Perlis (UniMAP). The findings of this research may benefit both sides which are the university and students. Based on this finding, the university can use to understand the level of students’ satisfaction, especially in finding out which aspect is important to students and also which variables need to be improved in order to serve students more effectively in the future. Students can use this finding to know and understand overall students’ satisfaction. The sample population is 200 respondents randomly chosen to answer a questionnaire as the primary data. Statistical Package for Social Science (SPSS) software was used to perform data analysis. This study revealed services quality variables which are tangibles, reliability, responsiveness, assurance and empathy contributed to the satisfaction of undergraduate students studying at Universiti Malaysia Perlis (UniMAP).
The Effect of Service Quality Education Academic and Facilities Student Satisfaction
International Journal of Economics, Business and Accounting Research (IJEBAR)
This study aims to assess whether the service quality of academic and educational facilities affects either jointly or partially on student satisfaction. The population in this study were students numbered 130, the number of samples taken as many as 88 students. Data collection instrument used was a questionnaire using Likert scale which is based on the construction summarized from various theories that translate them into operational variable, while the testing of research instruments is done through validity and reliability test. Hypothesis testing is done using a multiple linear regression analysis. The results showed that (1) Taken together there is the influence of academic services and facilities quality education to student satisfaction,
Analysis of Student Satisfaction in Academic Services as Part of Quality Insurance in University
Vidya Karya
In the context of university quality insurance, student satisfaction became one of the main indicators of service success given by the institution. Measurement of student satisfaction became an invaluable input for the institution to determine the direction of urgent improvement. This study aimed to describe student satisfaction with academic services and analyzed the quality of academic services to produce measurable improvement suggestions. This research involved students in the Department of Mathematics and Natural Sciences Education, Faculty of Education and Teacher Training, Mulawarman University, as the respondents, which are 165 students, representing 6 study programs selected by Stratified Random Sampling technique with the stratum length of study, which fill the online questionnaire. The instrument used is an adaptation of the Student Satisfaction Survey (SSI). The analysis results showed that the academic services in Faculty of Teacher Training and Education Mulawarman Uni...