The Effect Of Service Quality And Student Satisfaction On Student Loyalty

Trisela, Lika; Hermanto, Hermanto

doi:10.24912/jm.v26i2.900

Cited by 5 publications

(4 citation statements)

References 17 publications

(24 reference statements)

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“…Moreover, incorporating excitement features, whether through innovative programs, strategic external partnerships, or the integration of cuttingedge technologies, catalyzes uniquely distinguishing a university library (Gupta, 2023). This, in turn, fosters a sense of pride and loyalty among students, thus creating a distinctive identity for the institution (Trisela, 2022). The Kano Model's inherent adaptability becomes particularly crucial in considering the ever-evolving landscape of higher education (Fujs et al, 2022).…”

Section: Methodsmentioning

confidence: 99%

University students' satisfaction with library services and resources using the Kano model

Galagala

2024

Int. j. adv. appl. sci.

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Student satisfaction is essential for developing an engaging and active library environment that promotes usage and shapes a favorable view of the institution. This study uses the Kano Model to investigate university students' satisfaction with library services and resources, focusing on basic, performance, and excitement dimensions. The goal is to enhance understanding of user satisfaction in academic libraries. The study surveyed 300 university students randomly selected from four State Universities and Colleges (SUCs) in the Philippines using a researcher-created survey tool. The results showed that students were generally satisfied with the basic aspects of library services and resources. However, they expressed neutral satisfaction with performance aspects and dissatisfaction with library resources. Similarly, satisfaction with the excitement aspects of library services was neutral, but there was dissatisfaction with the excitement aspects of library resources. These findings provide valuable insights into the complex dimensions of university students' satisfaction with library services and resources, helping institutions improve the quality of their educational library services.

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Section: Methodsmentioning

confidence: 99%

University students' satisfaction with library services and resources using the Kano model

Galagala

2024

Int. j. adv. appl. sci.

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“…Students who receive exceptional service are more inclined to exhibit loyalty towards their educational institution, manifesting in various forms such as continued enrollment, positive word-of-mouth endorsements, and active engagement in extracurricular activities (Trisela, 2022). Conversely, subpar service quality can lead to dissatisfaction and disengagement, resulting in diminished loyalty and potentially, attrition.…”

Section: Relationship Between Service Quality and Loyaltymentioning

confidence: 99%

Loyalty in Digital Learning: Exploring Service Quality, Satisfaction, and Trust in Open Flexible Distance Education

Osman,

Tuan Sulaiman,

Mohd Nadzri

et al. 2024

IJARBSS

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In the rapidly changing field of higher education, global events have expedited the acceptance of online distance learning, leading to a crucial emphasis on assessing students' loyalty. In the context of Malaysian higher education institutions, there is a constant need for adaptation and innovation in online education to attract, retain, and assure student loyalty and success in this changing landscape. The purpose of this study is to evaluate the immediate effect of service quality, trust, and satisfaction on students' loyalty in online distance learning higher education institutions. The findings of a systematic survey conducted with 5051 individuals enrolled in online distance-learning higher education institutions reveal that trust had the most significant impact on loyalty, followed by satisfaction and service quality. These factors demonstrate their relative importance in determining students' loyalty within the distinct context of online distance-learning higher education institutions, aligning with the principles of the Expectancy-Confirmation Model (ECM). The results underscore the need to use specific

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“…Service quality consists of five dimensions: (a) Tangible: Physical facilities, equipment, and appearance of personnel, (b) Reliability: Ability to perform the promised service dependably and accurately, (c) Responsiveness: Willingness to help customers and provide prompt service, (d) Assurance: Knowledge and courtesy of employees and their ability to inspire confidence, (e) Empathy: Caring, individualized attention the firm provides its customers (Parasuraman, Zeithaml, and Berry, 1988). Many researchers observe that service quality leads to student's satisfaction ( Martínez-Argüelles & Batalla-Busquet, 2016;Chandra et al, 2018;Budiyanti et al, 2019;Lee & Seong, 2020;Việt Văn Võ, 2021, Trisela & Hermanto, 2022 which in turn improve their loyalty (Martínez-Argüelles & Batalla-Busquet, 2016;Pham et al, 2019;Rama et al, 2020;Ali et www.richtmann.org al., 2022, Trisela & Hermanto, 2022, retention (Lee & Seong, 2020, Azam, 2018, commitment, academic engagement, motivation (Rodie and Kleine in Bakrie et al;, Budiyanti et al, 2019Lee & Seong, 2020;Ali et al, 2022Trisela & Hermanto, 2022, trust (Budiyanti et al, 2019) and performance (Lee & Seong, 2020). This commitment and trust toward academic institutions may result in adopting the organization's values, including entrepreneurship values.…”

Section: Service Quality and Subjective Well Beingmentioning

confidence: 99%

Subjective Well-Being and Psychological Resilience as the Antecedents of Digital Entrepreneurship Intention

Sahrah,

Guritno,

Rengganis

et al. 2023

JESR

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Digital entrepreneurship (DE) refers to the core scopes of the entrepreneur, entrepreneurial process, and ecosystem. Entrepreneur relates to digital behavior patterns, social impact, and knowledge, including the digital entrepreneurial intention of students to start a business. The current research aims to empirically examine personal characteristics covering psychological resilience, subjective well-being, demographic characteristics, and higher education service quality as environmental factors that might impact student’s digital entrepreneurship intention (DEI). A total of 305 responses were collected from undergraduate and graduate students in Yogyakarta, Indonesia, using a questionnaire consisting of four scales distributed online from various fields of study. The validity and reliability of the measurements and hypothesis testing were tested using SmartPLS. The research results show that service quality, student’s subjective well-being, and resilience positively influence their digital entrepreneurship intention. The moderating effect of the period of study on service quality and subjective well-being was rejected, while the moderating effect of gender was supported. However, the moderating effect of the period of study on student resilience was supported, and the moderating effect of gender was rejected. Therefore, universities and policymakers should focus on providing excellent services and support to improve students’ digital entrepreneurship intention and consider gender differences in designing relevant programs. Received: 17 April 2023 / Accepted: 16 June 2023 / Published: 5 July 2023

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The Effect Of Service Quality And Student Satisfaction On Student Loyalty

Cited by 5 publications

References 17 publications

University students' satisfaction with library services and resources using the Kano model

University students' satisfaction with library services and resources using the Kano model

Loyalty in Digital Learning: Exploring Service Quality, Satisfaction, and Trust in Open Flexible Distance Education

Subjective Well-Being and Psychological Resilience as the Antecedents of Digital Entrepreneurship Intention

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