The Effect Of Academic Service Quality On Satisfaction And Loyalty Of Students University

Permana, Angrian; Aima, M. Havidz; Ariyanto, Eny; Nurmahdi, Adi

doi:10.31294/jeco.v4i2.7979

Cited by 7 publications

(9 citation statements)

References 6 publications

(9 reference statements)

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“…It is in line with the result of the hypothesis testing that service quality positively and significantly influenced student satisfaction in Senior High School Education. The finding of this study is in line with a study by (Annamdevula & Bellamkonda, 2016;Appuhamilage & Torii, 2019;Azam, 2018;Bakrie et al, 2019;Chandra et al, 2018;Dora, 2017;Hassan et al, 2019;Jabbaret al, 2020;Jiewanto et al, 2012;Leonnard et al, 2014;Lunarindiah, 2018;Munizu & Hamid, 2015;Mansari et al, 2014;Permana et al, 2020;Wulandari & Suryani, 2017). The service quality provided by Senior High School Education exceeded the students' expectations that made the students felt satisfied.…”

Section: Discussionsupporting

confidence: 89%

“…It was in line with a study by (Appuhamilage & Torii, 2019;Bakrie et al, 2019;Chandra et al, 2018). Nevertheless, it was in contrast to a study by (Annamdevula & Bellamkonda, 2016;Hassan et al, 2019;Leonnard et al, 2014;Lunarindiah, 2018;Munizu & Hamid, 2015;Permana et al, 2020;Wulandari & Suryani, 2017). Even though, in general, the students were satisfied with the service quality provided by Senior High School Education, the students still had several complaints, such as insufficient parking spaces, insufficient sports field, and incomplete learning book collections in the library.…”

Section: Asia-pacificsupporting

confidence: 85%

“…The students who are satisfied with the services provided by the company will stimulate the existence of student loyalty. It is in line with a study by (Annamdevula & Bellamkonda, 2016;Hassan et al, 2019;Leonnard et al, 2014;Lunarindiah, 2018;Munizu & Hamid, 2015;Permana et al, 2020;Wulandari & Suryani, 2017). However, it is in contrast to a study by (Appuhamilage & Torii, 2019;Bakrie et al, 2019;Chandra et al, 2018) The image reflects the perception of a certain company or institution resulted from people's objective assessment over the actions, behavior, and the ethics of the institution amid the society (Lunarindiah, 2018).…”

Section: Literature Reviewsupporting

confidence: 80%

“…The better service quality that is provided to the students is, the student satisfaction level will be higher. It is in line with a study by (Annamdevula & Bellamkonda, 2016;Appuhamilage & Torii, 2019;Azam, 2018;2015/20192019 Bakrie et al, 2019;Chandra et al, 2018;Dora, 2017;Hassan et al, 2019;Jabbaret al, 2020;Jiewanto et al, 2012;Leonnard et al, 2014;Lunarindiah, 2018;Munizu & Hamid, 2015;Mansari et al, 2014;Permana et al, 2020;Wulandari & Suryani, 2017). The students who are satisfied with the services provided by the company will stimulate the existence of student loyalty.…”

Section: Literature Reviewsupporting

confidence: 79%

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Service Quality, Institutional Image and Satisfaction : Can Drivers Student Loyalty?

Wijaya

Junaedi

Hocky

2021

APMBA

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Education is dynamic and always developing to keep it up to date with today's condition. The government always puts an effort so that the education quality in Indonesia will not be left behind compared to other countries in the world. One of the aspects stimulating the changes is customer demand over the quality of the education system. This study also aimed at analyzing the influence of service quality on the satisfaction and loyalty of senior high school or SMA students. The data used in this study were primary data with a total respondent of 88 students. The technique for data analysis used in this study was path analysis assisted by Smart PLS. The research findings showed that service quality and institutional image significantly influenced satisfaction, yet they did not influence loyalty significantly. Meanwhile, satisfaction directly influenced loyalty. Further study is suggested to add several variables, such as perceived value, perceived quality, and the like that are considered giving an influence on creating student's loyalty. Practical implications also drawn to conclude this study.

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Section: Discussionsupporting

confidence: 89%

Section: Asia-pacificsupporting

confidence: 85%

Section: Literature Reviewsupporting

confidence: 80%

Section: Literature Reviewsupporting

confidence: 79%

See 2 more Smart Citations

Service Quality, Institutional Image and Satisfaction : Can Drivers Student Loyalty?

Wijaya

Junaedi

Hocky

2021

APMBA

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“…Penelitian tentang pengaruh dari kualitas layanan akademik terhadap kepuasan dan loyalitas mahasiswa juga dilakukan oleh Permana dkk [4]. Penelitian dilakukan menggunakan pendekatan eksplanatori dimana pendekatan tersebut berfungsi untuk menganalisis kausalitas hubungan antara variabel penelitian dengan hipotesis yang telah disiapkan.…”

Section: Kajian Pustakaunclassified

Analisis Layanan Sistem Informasi Akademik Unisbank Berdasarkan Kepuasan Mahasiswa dengan Pendekatan ServQual

Azzahra¹,

Hadiono²

2022

AITI

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Layanan akademik di dunia pendidikan mengalami perkembangan yang signifikan dengan ditandai oleh semakin beragamnya layanan yang diberikan. Salah satunya adalah layanan sistem informasi akademik. Sebuah universitas sebagai lembaga pendidikan yang menghasilkan lulusan, harus mampu mengelola layanan sistem informasi akademik dengan baik. Tujuannya adalah agar layanan tersebut dapat memberikan kepuasan kepada mahasiswa. Untuk memahami kualitas layanan sistem informasi akademik, universitas dapat mengukur layanan yang diberikan dengan memanfaatkan metode uji layanan yang sudah ada. Data dikumpulkan menggunakan kuesioner. Data yang terkumpul kemudian diuji dengan uji reliabilitas, validitas, dan regresi linier menggunakan bahasa R. Hasil yang didapat dari proses pengujian adalah seluruh variabel dinyatakan valid dan reliabel. Hasil uji regresi linier memberikan hasil bahwa variabel kualitas layanan dan harapan berpengaruh secara simultan terhadap variabel kepuasan, sedangkan hasil pengujian secara parsial menunjukkan bahwa hanya variabel kualitas layanan yang berpengaruh terhadap variabel kepuasan.

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The role of higher education image and service quality on the effect of university social responsibility (USR) on student loyalty in Indonesia

Suranta

Rahmawati

2023

JARHE

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PurposeThis research examined the direct and indirect effect of university social responsibility (USR) on student loyalty through the mediation of service quality and university image.Design/methodology/approachThe sample includes 35 students from Universitas Sarjanawiyata Tamansiswa, a private university, and 74 respondents from Universitas Sebelas Maret Surakarta, a state university, totaling 109 respondents. The data were obtained by sending a questionnaire in the form of Google Docs through the student WhatsApp groups at the universities. Furthermore, the four variable constructs were tested with loading factors to determine reliability, and Cronbach’s alpha was used to determine the construct validity. The research hypotheses were tested via path analysis using the WarpPLS 8.0 statistical tool.FindingsThe results showed that the image of the university mediates the relationship between USR and student loyalty. Meanwhile, service quality does not mediate the relationship. The USR had a direct relationship with service quality, university image and student loyalty. The image of the university also had a direct effect on student loyalty, while service quality had an insignificant effect on student loyalty. Therefore, based on the coefficient value, the indirect effect between USR and student loyalty through the image of the university is stronger than the direct effect between USR and student loyalty.Originality/valueSeveral previous models examined the relationship between corporate social responsibility (CSR) and consumer loyalty in general, but this research has applications in the education sector with a different concept, namely USR with different measurements.

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The Effect Of Academic Service Quality On Satisfaction And Loyalty Of Students University

Cited by 7 publications

References 6 publications

Service Quality, Institutional Image and Satisfaction : Can Drivers Student Loyalty?

Service Quality, Institutional Image and Satisfaction : Can Drivers Student Loyalty?

Analisis Layanan Sistem Informasi Akademik Unisbank Berdasarkan Kepuasan Mahasiswa dengan Pendekatan ServQual

The role of higher education image and service quality on the effect of university social responsibility (USR) on student loyalty in Indonesia

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