Student Satisfaction Towards Service Quality of MBA and PGDM Institute in Delhi: A Comparative Analysis

2014 ◽  
Author(s):  
Gopal Singh Latwal
Keyword(s):  
Comparative Analysis ◽  
Service Quality ◽  
Student Satisfaction

scholarly journals PERSEPSI MAHASISWA ATAS KUALITAS PELAYANAN LABORATORIUM BANK MINI STIE KESATUAN DAN IMPLIKASINYA TERHADAP KEPUASAN MAHASISWA

2018 ◽  
Vol 2 (1) ◽  
pp. 13 ◽  
Author(s):  
Muhammad Ariffin ◽  
Suharmiati Suharmiati ◽  
Andi Yudha Amwilla
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Least Square Method ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Physical Evidence ◽  
Partial Least Square Method

The Purpose of  this research is to measure the influence of the service quality of Laboratorium Bank Mini on student’s satisfaction. This research was conducted in STIE Kesatuan Bogor with 100 respondents. Data were analyzed using partial least square method. The results showed that the Physical Evidence, Reliability, Responsiveness, Assurance and Empathy has a significant and positive influence on the student satisfaction of Laboratorium Bank Mini STIE Kesatuan.   Keywords: Service Quality, Student Satisfaction, Laboratorium Bank Mini.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI KEPUASAN LAYANAN AKADEMIK MAHASISWA PRODI DIPLOMA I KEPABEANAN DAN CUKAI

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Agus Sriyanto
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Equation Modeling ◽  
Policy Makers ◽  
Five Dimensions

ABSTRACT:Improving the quality of education becomes very important nowadays to meet the increasing demands of graduates’ future institutions. This research adopts five dimensions of service quality initiated by Parasuraman, Zeithaml and Berry (servqual) to assess the quality of academic services affecting student satisfaction. Once the determinants are known, they can be used by policy makers to improve student satisfaction levels. After identifying the determinant factors, policy makers can use them to improve the level of satisfaction of students. There are 100 respondents who participated in this research. The data was collected using surveys and analyzed using structural equation modeling with Smart PLS 3.0. The results showed that among five hypotheses tested, all variables have the positive influence, however, there are two latent variables which have significant associations, while the others have not. Responsiveness and empathy have positive and significant impact on the student satisfaction, while tangible, reliability and assurance have a positive impact but not significant. Keywords: customs student satisfaction, service quality, servqual, SEM.ABSTRAK:Meningkatkan kualitas pendidikan menjadi sangat penting dewasa ini untuk memenuhi tuntutan kebutuhan unit pengguna yang semakin meningkat. Penelitian ini mengadopsi lima dimensi kualitas jasa yang digagas oleh Parasuraman, Zeithaml dan Berry (Servqual) untuk menilai kualitas layanan akademik yang mempengaruhi kepuasan mahasiswa. Setelah faktor-faktor penentu dari dimensi servqual dapat diketahui maka faktor-faktor tersebut dapat digunakan oleh pembuat kebijakan untuk meningkatkan tingkat kualitas layanan kepada mahasiswa. Ada 100 responden di pilih secara acak dari total populasi yang berpartisipasi dalam penelitian ini. Data dikumpulkan dengan menggunakan survei online dan dianalisis dengan pemodelan persamaan struktural dengan bantuan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa dari kelima dimensi servqual, semua variabel memiliki pengaruh positif terhadap kepuasan mahasiswa, namun dari lima variabel tersebut hanya dua variabel laten yang mempunyai pengaruh signifikan, sementara tiga variabel yang lain tidak signifikan. Daya tanggap dan empati berpengaruh positif dan signifikan terhadap kepuasan siswa, sedangkan bukti fisik, keandalan dan jaminan memiliki dampak positif namun tidak signifikan.Kata Kunci: kepuasan, Mahasiswa Bea dan Cukai, kualitas layanan, Servqual, SEM                  

Service quality of student services and student satisfaction: the mediating effect of cross-functional collaboration

2020 ◽  
Vol 32 (6) ◽  
pp. 1197-1215
Author(s):  
Anwar Khamis Alsheyadi ◽  
Jawaher Albalushi
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Affairs ◽  
Student Satisfaction ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Quality Level ◽  
Content Type ◽  
Effect Model

PurposeThe purpose of this paper is twofold: first, to examine the interaction of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality (SERVQUAL) and student satisfaction (SS), and second, to explore the mediating role of cross-functional collaboration (CFC) on these relationships.Design/methodology/approachThe structural equation modelling was used to examine the direct and mediated effect models using data collected through a survey of 352 students from 18 higher education institutes (HEIs) in Oman.FindingsThe statistical analysis confirms our main hypotheses. First, the centrality of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality was established in the direct effect model, while the importance of tangibles and responsiveness was not confirmed in the mediated effect model. Second, it approved the partial mediation effect of CFC on the five dimensions of SERVQUAL and satisfaction.Research limitations/implicationsService quality, level of CFC and relative SS in higher education could be subjected to contextual verification and evaluation of these internal and external contextual factors should be considered.Practical implicationsSeveral implications are highlighted for the effective development of the service quality of student affairs departments (SADs), the development of CFC for effective management, development and deployment of various student affairs initiatives.Originality/valueThis paper satisfies the need to validate the SERVQUAL model in different contexts such as SADs, and the need to investigate the possible mediating effect of other factors on SERVQUAL dimensions and satisfaction to show how the latter can be achieved.

scholarly journals Seaport service quality and customers’ expectation: an exploratory study of seaport terminals in South East Vietnam

2021 ◽  
pp. 37-46
Author(s):  
Nam Tran Dinh ◽  
Keyword(s):  
Quality Of Service ◽  
International Trade ◽  
Comparative Analysis ◽  
Service Quality ◽  
Exploratory Study ◽  
The South ◽  
Customer Expectations

Seaport terminals are important intermediaries in international trade. One issue that is critical to the performance and survival of port terminals is the quality of the services provided. However, to improve the quality of the service of these terminals, it is important to know the expectations of the customers and the perceptions about the quality of the service. Regardless, very little is known about customer expectations and perceptions of the quality of service at Vietnam seaport terminals. Therefore, this document offers a comparative analysis of the quality of service of the South East Vietnam seaport terminals using the Gap Score Technique of the Service Quality (QoS) Model (SERVQUAL). It is found that, in general, all examined selected terminals have a low quality of service. With the average gap score per QoS dimension for all selected terminals, transparency has the best QoS (lowest gap score), while responsiveness has the lowest QoS (highest gap score). The implication is that import terminals strive to improve the quality of service. More attention should be paid to improving responsiveness by providing fast services, assisting customers, and letting them know exactly when services are being performed.

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN MAHASISWA PADA SEKOLAH TINGGI TEKNOLOGI PAYAKUMBUH

2020 ◽  
Vol 23 (2) ◽  
pp. 117-133
Author(s):  
Rionardi - Rionardi ◽  
Almasdi - Almasdi
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Binary Logistic Regression ◽  
Total Sample ◽  
Equation Model ◽  
Educational Services ◽  
Dominant Dimension ◽  
Simultaneous Testing ◽  
Academic Services

The purpose of this study was to analyze the effect of service dimension variables on student satisfaction with educational services. The study was conducted using a quantitative approach. The sample of this study were students Sekolah Tinggi Teknologi Payakumbuh a total sample of 123 students. Data analysis for hypothesis testing uses binary logistic regression. The results showed the First Hypothesis (H1): Simultaneous testing all dimensions of service quality that significantly influence student satisfaction are tangibles (X1), reability (X2), responsiveness (X3), and assurance (X4), while empathy variables (X5) ) has no significant effect with the level of student satisfaction contribution to services at STT Payakumbuh at 88.1% and 11.9% influenced by other variables. Second Hypothesis (H2): Testing that can be seen partially so that it can be seen that the most dominant dimension affecting service satisfaction at the Sekolah Tinggi Teknologi Payakumbuh (STTP) is the responsiveness variable (responsiveness) that can provide increased student satisfaction with academic services by 151,109 times more high compared with students who are not satisfied and when compared with other variables also have the most dominant influence with the logistic equation model of the effect of service quality variables on student satisfaction is logit (Y) = -3,985 + 2,999TG + 2,177REA + 5,260RESPN + 2,803ASSRC. It is expected that STT Payakumbuh needs to improve the quality of service in increasing the level of student satisfaction with educational services. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh variabel dimensi pelayanan terhadap kepuasan mahasiswa. Penelitian dilakukan dengan menggunakan pendekatan kuantitatif. Sampel penelitian ini adalah mahasiswa Sekolah Tinggi Teknologi Payakumbuh dengan jumlah sampel 123 mahasiswa. Analisis data untuk uji hipotesis menggunakan regresi logistik biner. Hasil penelitian menunjukkan Hipotesis Pertama (H1): Pengujian secara simultan semua dimensi kualitas pelayanan yang berpengaruh secara signifikan terhadap kepuasan mahasiswa adalah tangibles (X1), reability (X2), responsiveness (X3), dan assurance (X4), sedangkan variabel empathy (X5) tidak berpengaruh secara signifikan dengan tingkat kontribusi kepuasan mahasiswa terhadap pelayanan di STT Payakumbuh sebesar 88,1% dan 11,9% dipengaruhi variabel lainnya. Hipotesis Kedua (H2): Pengujian yang dapat dilihat secara parsial sehingga dapat diketahui dimensi yang paling dominan mempengaruhi kepuasan layanan pada Sekolah Tinggi Teknologi Payakumbuh (STTP) adalah variabel responsiveness (daya tanggap) yang dapat memberikan peningkatan kepuasan mahasiswa terhadap pelayanan akademik sebesar 151.109 kali lebih tinggi dibandingkan dengan mahasiswa yang tidak puas dan jika dibandingkan dengan variabel lainnya juga memiliki pengaruh yang paling dominan dengan model persamaan logistic pengaruh variable kualitas pelayanan terhadap kepuasan mahasiswa adalah logit (Y) = -3.985 + 2.999TG + 2.177REA + 5.260RESPN +2.803ASSRC. Diharapkan STT Payakumbuh perlu meningkatkan kualitas pelayanan dalam meningkatkan tingkat kepuasan mahasiswa terhadap pelayanan pendidikan.Kata Kunci: Kualitas Pelayanan; Kepuasaan mahasiswa; Logistik Regressi. 

scholarly journals Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

2020 ◽  
Vol 2 (1) ◽  
pp. 10-27
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Putu Atim Purwaningrat ◽  
Milla Permata Sunny
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Student Satisfaction ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Five Dimensions ◽  
Student Loyalty ◽  
Education Service

Quality of service plays an important role in the world of education, especially higher education, although there is still debate about the position of students as customers, but it is believed that the quality of service in higher education plays an important role in ensuring the survival of a university. The purpose of this study was to determine the effect of higher education service quality on the satisfaction and loyalty of FEBP UNHI students. The model of higher education service quality used in this study is HEdPERF which consists of five dimensions namely academic aspects, non-academic aspects, reputation, access, and program issues. The sample used was 119 students from management and accounting study programs with simple random sampling technique, and the analysis technique used was path analysis. The results obtained were (1) HEdPERF had a positive but not significant effect on student loyalty, (2) HEdPERF had a positive and significant effect on student satisfaction, (3) satisfaction had a positive and significant effect on student loyalty, and (4) satisfaction mediated the effect of HEdPERF on student loyalty.

scholarly journals Improving the Services Quality of Educational Staff Based on Satisfaction and Loyalty Analysis of Nursing Students

Jurnal NERS ◽  
2017 ◽  
Vol 12 (2) ◽  
pp. 164
Author(s):  
Fresty Africia ◽  
Stefanus Supriyanto ◽  
Tiyas Kusumaningrum
Keyword(s):  
Nursing Students ◽  
Service Quality ◽  
Student Satisfaction ◽  
Perceived Quality ◽  
Educational Institutions ◽  
P Value ◽  
Student Expectations ◽  
Student Loyalty ◽  
Educational Staff

Introduction: Educational staff services play a role in determining the quality of education. Service quality is able to provide satisfaction for students. Students who were satisfied with the perceived quality will develop student loyalty to the institution. The purpose of this study was to assess the effect of educational staff service quality with the satisfaction and loyalty of nursing students so that the educational institutions as service providers are able to provide the best service and survive in the midst of competition. Method: The study was an explanative survey with a cross-sectional design. Data collection was conducted using both quantitative (questionnaires) and qualitative (Focus Group discussion/FGD) methods. This study used proportional random sampling, with 110 students as samples. The variables in this research were customer expectations, perceived quality, student satisfaction and loyalty. The data was collected by a questionnaire and analyzed by linear regression, while FGD was conducted in two different groups (students and staff’s managers). Result: The result of the study explains the influence of student expectations on the perceived quality of the educational staff with a p-value = 0,002. There was no influence of student expectation on student satisfaction with a p-value = 0,156. The influence of the perceived quality of the educational staff towards student satisfaction had a p-value = 0,000. The influence of student satisfaction on student loyalty had a p-value = 0,000. Conclusion: The fulfilment of student expectations will have a positive impact on perceived quality. Furthermore, the positively perceived quality will create student satisfaction and student loyalty towards the educational institutions. For further research, it is suggested to examine the effect of satisfaction on student complaints.

scholarly journals Servqual Gap and Comparative Analysis of Service Quality Perception: Determination Framework and Critical Factors for Submission of Service Quality in the Public Health Center (Puskesmas) in Sukawati District, Gianyar Region, Bali - Indonesia

2018 ◽  
Vol 9 (11) ◽  
pp. 21127-21137
Author(s):  
Ni Putu Cempaka Dharmadewi Atmaja ◽  
Ni Made Satya Utami
Keyword(s):  
Public Health ◽  
Comparative Analysis ◽  
Service Quality ◽  
Health Center ◽  
Quality Of Services ◽  
Critical Factors ◽  
Public Health Center ◽  
The Public ◽  
Significant Difference

This study aims to find out the critical factors in delivering the quality of services at the Public Health Center (Puskesmas) in Sukawati District. Determination of critical factors based on Servqual Gap is a comparison between expectations and perceptions of the quality of service perceived by patients/ public health visitors. The research method is using qualitative descriptive analysis. The critical factor is determined by making a Cartesian diagram which is sourced from Serqual GAP. Data was obtained from the distribution of questionnaires to 200 respondents. The results of the data analysis concluded that there were 10 indicators in the Puskesmas Sukawati I that were categorized as critical factors that had to be corrected immediately. While Puskesmas Sukawati II there are 2 indicators that must immediately be improved. The comparative analysis shows that there is a significant difference between patient expectations and perceptions of perceived service quality. This result is certainly a consideration for the management of the Puskesmas to be able to assess the accuracy of the services provided to the community so that it can improve the quality of services in the future.

Service Quality Provided by Colleges in Chitwan and Its Impact on Student Satisfaction

2021 ◽  
Vol 1 ◽  
pp. 15-21
Author(s):  
Shiva Prasad Poudel
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Students Satisfaction

This study attempts to examine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling technique by using a set of questionnaires that was distributed to 120 college students in three of the colleges (Balkumari College, Saptagandaki Campus and Birendra Multiple Campus) in Chitwan. However the study found that there is a positive significant relationship between service quality dimensions and students’ satisfaction. The study also found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service quality rendered by their colleges. Finally the study concludes that assessing level of satisfaction and continuous improvements of the quality of services that colleges provide to their students will help management and other staff of these colleges to reach organizational success.

Sign in / Sign up

Export Citation Format

Share Document