The Effect Of Academic Service Quality On Satisfaction And Loyalty Of Students University (original) (raw)
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Educational institution should emphasize their services for the student. The service component for the educational institution consists of the infrastructure, the process, and the human resources. This service was crucial for the success of the institution to attract new students for the years to come. These services should be prepared parallel with the external marketing program. The Advent University of Indonesia (UNAI) Bandung already conducted the external marketing program and succeded to attract the high school graduate to UNAI. But what about the services they provide? This research analyzed the quality of services have an effect toward the loyalty of the UNAI students. The total population in UNAI were 1810, but we conduct the survey specifically in Business Student Department which is only has 605 stundent. We use nonprobability sampling and drew 86 sample using Slovin method. Descriptive analysis and simple linear regression conducted to analyze the problems. The research found the UNAI’s service quality was high. The students loyalty shown at high point. The service quality has linear and significant effect towards the student loyalty. That means UNAI should keep emphasizing on their services. The other finding from the research was that the measurement criteria for the student loyalty need to be adjusted. We must make consideration to view the student as the customer or as the service/product materials. We cannot just simply consider the students as the consumer.
Russian Journal of Agricultural and Socio-Economic Sciences, 2017
Sekolah Tinggi Ilmu Ekonomi (School of Economics or STIE) YAPAN Management Master Degree Program stands in the midst of increasing competition. Nearly every university, both public and private as well as the College of Economics, holds a management master degree program with every advantage it has. Advances in information technology play a role in increasing competition intensity, because it is capable of granting the students access to more information. In addition, STIE YAPAN Management Master Degree Program must consider students' perception, satisfaction, and student loyalty in order to compete with other universities and improve education services quality. Therefore, this study aims to analyze the influence of student perceptions on education services quality to student loyalty through the satisfaction on STIE YAPAN Management Master Degree Program. It is conducted to ensure the quality and consistency of education services to students to enable them achieving satisfaction that ultimately creates student lotalty. This study used survey method, with a sample of 68 students. The sampling method used was Total Sampling. Data were collected by questionnaire. Validity and reliability test were used to measure each research variable. Then each research variable is grouped into quality dimension by using factor analysis. The data were analyzed using multiple linear regression techniques to analyze the influence of student perception of education services quality to student's satisfaction and simple linear regression to analyze the influence of student's satisfaction on student loyalty. The significance level used in this study is 5%. Based on the analysis results, researchers obtained the following results: (1) based on factor analysis, 5 dimensions were formed: reputation, physical aspects, study factors, program issues, and location, (2) On multiple linear regression test: reputation and study factors, and (3) simple linear regression test exhibits student satisfaction influence to student loyalty. Based on these findings, the suggestion that can be given is to maintain the reputation of STIE YAPAN Management Master Degree Program and improve the quality of the physical factor dimension.
Effect of Service Quality Toward Student Satisfaction and Loyalty in Higher Education
The Journal of Asian Finance, Economics and Business
This study analyzes the effect of quality of services provided to the students' in relation to their satisfaction and loyalty. Respondents in this study were seventh semester students of Universitas Muslim Nusantara Al-Washliyah, the total number of students was 312. Data analysis techniques in this study used was SEM (Structural Equation Modeling) using the SmartPLS program. The results showed that students' satisfaction significantly mediated the correlation between academics and students' loyalty, between non-academic and students' loyalty, between reputation and students' loyalty, and between campus access and students' loyalty; on the other hand, students' satisfaction was not significant in mediating the correlation between program issues and students' loyalty. The findings suggest that it is necessary to improve the quality of lecturers to improve students' academic abilities and communication skills. As far as non-academic aspects are concerned, conducting training and development efforts and increasing awareness programs for administrative staff is important. For the reputation aspect, to carry out several marketing campaigns which predict to have an effect upon students in building positive perceptions of campus has to be executed as well. Meanwhile for access aspect, it should be made certain that every student can have direct access to staff employees, and it is necessary to improve dimensions which can increase students' satisfaction so that students are convinced of their choice of campus and then they are likely to recommend their chosen university and spread positive things about their institutions.
Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education
The changing of the global demographic trends clearly suggests a growing demand for a quality higher education. In fact, several studies have been carried out in the past few years to explore the factors that have effects on the customer satisfaction and its consequences in various industries. In the same manner, this study also explores the five factors of service quality (SERVQUAL) and their relationship with the level of student satisfaction and their loyalty as well as the intervening role of satisfaction in the relationships between SERVQUAL factors and loyalty among undergraduate students.
Human resources play important role in the services industry. One of the services industry which rely on the quality of the human resources as their internal marketing support is the educational organization. The School of Business and Economic (SBE) of Telkom University is one of them. The New Student Selection Commitee succeeded to attract the student to apply for the SBE. The research will explore whether the quality of services have an effect toward the loyalty of the SBE students. We use the student from class of 2012 and 2013, which consist of 889 students because they already involve in the services conducted by the SBE. We use descriptive analysis and simple linear regression. The service quality of SBE found as average, and the student loyalty also shown the average. The effect of the service quality towards student loyalty is linear and significant. The increase in the service quality could affect the student loyalty. There is an indication that there are other factors which contribute to the student loyalty. At least one of the measurement criteria for the loyalty need to be adjusted if used in measuring student loyalty, whether the student can be viewed as customer as they are the service/product materials.
Petra International Journal of Business Studies, 2020
This research aims to analyze the significant influence of quality academic services to student loyalty with student satisfaction and organizational performance as intervening. The sample in this study as many as 40 people, data collection using questionnaires, and then analyzed with SEM PLS using smart software PLS 3.0. Based on the results of the analysis show that the quality of academic services has an effect on student loyalty with a statistical t-value of 2.532, the quality of academic services has no effect on organizational performance with a statistical value of 0.026, the quality of academic services has an effect on student satisfaction with a value of 1.988 statistics, student satisfaction has an effect on organizational performance with a t-value of 1.891, student satisfaction has no effect on student loyalty with a statistical t-value of 0.370, organizational performance influences student loyalty with a statistical T value of 8.380, student satisfaction does not media...
2014
In the name of Allah SWT, the Most Gracious and the Most Merciful, Alhamdulillah, all praised to Allah for the strengths and HIS blessing in completing this thesis. This research paper was prepared for the partial fulfillment of Master in Management (Technology). I would like to thank to all people who made this study possible. First and foremost, I would like to acknowledge my supervisor, Prof.Madya Shoki Md. Ariff for his guidance, support and help throughout this study. It is an honor for me to complete this study under his supervision and guidance. I'm also grateful to Dr. Norhayati Zakwan and Dr. Aslan Amat Senin for comments and advice to complete this study. I owe my deepest gratitude to my late mother, Kamariah Abd Shukor for her advices and support that encouraged me to complete this study. I would like to show my gratitude to my father, Abd Aziz Othman and my family for all support, advices and help to complete my Master in Management (Technology). Last, but not least, I would like to thanks to all my friends for their support and help throughout this study, without their support I would never be able to finish my study. May ALLAH SWT bless all of you.
Universal Journal of Educational Research, 2019
In an effort to attract and to retain students, Service Quality, Student Satisfaction and Decision in Remaining Active to Study is an important aspect of the strategy from Private Universities in a competitive higher education market. The purpose of this research is to study the relation among Service Quality, Student Satisfaction and Decision in Remaining Active to Study. Structural Equation Modeling (SEM) is used as a tool of analysis for data of survey result that is conducted to the students of Private Universities in West Java. From the research results of data analysis, it can be seen that Service Quality is very important for Private Universities because Service Quality provided by Private Universities is very influential on Student Satisfaction and Decision in Remaining Active to Study. The findings of this study are useful particularly for decision makers at Private Universities in West Java-Indonesia and generally in Higher Education sector of Indonesia. The improvement in Service Quality can be planned in all Service Quality dimensions, which is a key factor to attract and to retain students.