scholarly journals GENERAL VIEWS OF STUDENTS ABOUT THE QUALITY OF SERVICE AND THEIR SATISFACTION LEVEL IN THE HIGHER EDUCATION CREDIT AND HOSTELS INSTITUTION (AFYONKARAHİSAR-TINAZTEPE DORMITORY SAMPLE)

2012 ◽  
Vol Volume 5 Issue 5 (5) ◽  
pp. 185-200
Author(s):  
Süleyman KARATAŞ
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Satisfaction Level ◽  
Education Credit

scholarly journals Choice and Information in the Public Sector: A Higher Education Case Study

2012 ◽  
Vol 11 (2) ◽  
pp. 171-182 ◽  
Author(s):  
Jamie Harding
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Public Sector ◽  
Public Services ◽  
Student Survey ◽  
Prospective Students ◽  
Consumer Evaluations ◽  
The Public

Successive governments have encouraged the view of users of public services as consumers, choosing between different providers on the basis of information about the quality of service. As part of this approach, prospective students are expected to make their decisions about which universities to apply to with reference to the consumer evaluations provided by the National Student Survey. However, a case study of a post-1992 university showed that not all students made genuine choices and those who did tended to be in stronger social and economic positions. Where choices were made, they were infrequently based on external evaluations of quality.

scholarly journals FAKTOR- FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT

2021 ◽  
Vol 9 (1) ◽  
pp. 46-53
Author(s):  
Winda Lestari ◽  
Ichsan Rizany ◽  
Herry Setiawan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Journal Article ◽  
Professional Service ◽  
Satisfaction Level ◽  
Journal Articles ◽  
Care Services ◽  
Level Of Satisfaction ◽  
Degree Of Satisfaction

  ABSTRACT The low quality of service so that the level of patient satisfaction has not met the minimum service criteria, namely 95% which is influenced by several factors so that the degree of satisfaction is still low.Objective: to find out the factors that influence the satisfaction level of swamp patients in hospitalMethods: This study uses a literature review, from two electronic databases; Google Scholar and Garuda in the period 2010-2020 found ten literatures that match keywords.Results: The results of data synthesis in 10 journal articles 5 journal articles stated that the level of patient satisfaction was low due to ineffective communication, 4 journal articles stated that the level of satisfaction was low because of the quality of service, and 1 journal article stated that the level of patient satisfaction was low due to official scheduling.Discussion: Patient satisfaction with the quality of service provided by nursing personnel to clients while receiving hospital care, services, and nursing care received by patients is a form of professional service that can increase inpatient satisfaction and improve the quality of health services. Keywords: Patient, Hospitalization, Satisfaction Level.

scholarly journals presentasi efektifitas pembinaan

2019 ◽  
Author(s):  
Merry
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Service Quality ◽  
Financial Incentives ◽  
Public Universities ◽  
Research Technology ◽  
Effective Coaching ◽  
The Government ◽  
Functional Position

Abstract.In order to enhance the quality of Indonesian higher education, the Indonesian government through the Ministry of Research, Technology, and Higher Education paid much attention to lecturers in forms of financial incentives and opportunities for them to upgrade their professional skills. Meanwhile, educational laboratory assistants (educational supporting staffs with specific functional position) had also enjoyed some incentives from the government over the past 5 years. Therefore, these laboratory assistants need continuous coaching to maximise their roles in laboratories and to deliver services to their customers, such as lectures, students and other laboratory stakeholders. This study aimed at revealing to what extent effective coaching from superiors and adversity quotient owned by educational laboratory assistants influenced the quality of service of educational laboratory assistants of some Indonesian public universities. This research employed correlational quantitative approach using questionaires as data collection method. Data were analysed using regression analysis. The results of analysis indicated that there was a positive correlation between effective coaching and adversity quotient on the service quality of educational laboratory assistants of some public universities. The more effective the coaching and the higher the adversity quotient, the better quality of service of the laboratory assistants. Based on these results, it was concluded that the service quality of educational laboratory assistants could be improved through effective coaching and adversity quotient.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK DAN PELAYANAN TERDAHAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DI TWISSTERDOG DENPASAR

2018 ◽  
Vol 6 (3) ◽  
pp. 259
Author(s):  
I.G.A Devika Inten A ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Food Presentation ◽  
Satisfaction Level ◽  
Consumer Interest ◽  
Level Of Satisfaction ◽  
Parking Facilities

This study aims to determine the attributes that are considered important by consumers to achieve customer satisfaction, determine the level of performance in Twissterdog, know the level of satisfaction or level of consumer suitability of products and services in Twissterdog, and determine the attributes that need to get priority from the company to achievement of customer satisfaction. This research was conducted in Twissterdog with the sample used was 97 respondents by using purposive and accidental sampling method. Data obtained from the questionnaire distribution were analyzed by Importance Performance Analysis method. The result of research shows that attribute with highest level of customer satisfaction on product quality is clarity of name and logo of company with satisfaction level 222%, attribute with lowest satisfaction level is price match with consumer interest, food presentation and price match with product quality with satisfaction level equal to 80.84%. Attributes with the highest level of customer satisfaction on the quality of service is the hospitality of the waiter and the courtesy of the waiter with a satisfaction level of 218%. Attribute with the lowest level of customer satisfaction on the quality of service is the convenience of café with a satisfaction level of 43%. Attributes that should be prioritized on product quality are price conformity with consumer interest, food presentation and price conformity with product quality. The attributes that must be prioritized on the quality of service is the ease of reaching the location, the cleanliness of the cafe, the availability of parking facilities and the convenience of the cafe. Keywords : Customer satisfaction, Importance Performance Analysis, Twissterdog.

scholarly journals Pengaruh Kemampuan dan Motivasi Dosen Terhadap Kualitas Layanan kepada Mahasiswa STAI Darul Ulum Bayuwangi

2017 ◽  
Vol 13 (2) ◽  
pp. 89
Author(s):  
Supriyanto Supriyanto
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Data Collection ◽  
Higher Education Institutions ◽  
Quality Of Services ◽  
Teaching Motivation ◽  
Quantitative Design ◽  
Research Show

One of the efforts to make our higher education institutions to be in the same level with those of other nations is by improving the quality of the lecturers and their service to students. The research was conducted at the STAI Darul Ulum Banyuwangi, with a population of 132 people and 64 people of sample. The method of data collection is by using questionnaires and the method of data analysis is by using the analysis of double regression predictors. The results of this research show that: firstly, the lecturers’ abilities significantly influence the quality of services to students. Secondly, the lecturers’ teaching motivation also significantly influence the quality of services tostudents. Thirdly, the lecturers’ abilities are related to their teaching motivations. Finally the lecturers’ abilities and the teaching motivation simultaneously influence the quality of service to students. Keywords: quantitative design, ability, motivation, and service. Salah satu usaha untuk menjadikan pendidikan tinggi kita sejajar dengan bangsa lain, diperlukan perbaikan terutama pada perbaikan mutu dosen dan kualitas layanan kepada mahasiswa. Penelitian ini dilakukan di STAI Darul Ulum Banyuwangi, dengan populasi 132 orang dan sampel 64 orang. Metode pengumpulan data menggunakan metode angket dan analisis data menggunakan analisis regresi ganda dua predictor. Hasil penelitian ini menunjukan bahwa; pertama, kemampuan dosen berpengaruh secara signifikan terhadap kualitas layanan kepadamahasiswa;kedua,motivasimengajardosenberpengaruh secara signifikan terhadap kualitas layanan kepada mahasiswa; ketiga, kemampuan dosen berhubungan dengan motivasi mengajar; dan keempat, kemampuan dan motivasi mengajar dosen secara simultan berpengaruh signifikan terhadap kualitas layanan kepada mahasiswa. Kata Kunci: kuantitatif design, kemampuan, motivasi, layanan.

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 Compliance with Policies and Guidelines on Student Affairs and Services

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Dexter Paul D. Dioso
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Student Affairs ◽  
Support Services ◽  
Academic Support ◽  
Development Program ◽  
Management Development ◽  
Significant Difference ◽  
Positive Learning Environment

This mixed methods sequential explanatory research examined the extent of compliance with the Policies and Guidelines on Student Affairs and Services.  The instrument was adapted from the framework of the Philippine Commission on Higher Education CMO 9, series of 2013.  The results revealed a high extent of compliance where the provisions of Student Affairs and Services are complied moderately extensive and are functioning well. There was no significant difference in the assessments between the implementers and recipients. Student affairs and services addressed the needs and interests of the students through the quality of service delivery and the opportunities to develop their academic and extra-curricular interests. They provided opportunities for the conduct of activities, discipline, and other services that promote a positive learning environment and the formation of values. The result of the study was the basis for the Management Development Program to attain the best quality of academic support services.

scholarly journals METRICAL CHARACTERISTICS OF THE QUESTIONNAIRE APPLIED TO THE QUALITY ASSESSMENT OF THE SERVICES OF HIGHER EDUCATION IN THE REPUBLIC OF SRPSKA / METRIJSKE KARAKTERISTIKE UPITNIKA PRIMIJENJENOG U PROCJENI KVALITETA USLUGA VISOKOŠKOLSKIH INSTITUCIJA U REPUBLICI SRPSKOJ

2020 ◽  
Vol 18 (2) ◽  
Author(s):  
Velibor Srdić ◽  
Milan Nešić ◽  
Sanel Jakupović
Keyword(s):  
Higher Education ◽  
Quality Of Service ◽  
Student Perceptions ◽  
Higher Education Institutions ◽  
Ordinal Scale ◽  
Cronbach’S Alpha ◽  
Cronbach's Alpha ◽  
Banja Luka ◽  
Republika Srpska

In order to validate the research instrument used to identify student perceptions of the quality of service provided by higher education institutions in the Republika Srpska-(Pan-European Apeiron University in Banja Luka, University of Banja Luka, University of East Sarajevo, Prijedor College of Medicine and University of Business Studies Banja Luka) (within a broader empirical study), its metric characteristics were determined. In our study, respondents expressed their estimation by choosing one of the positions on a five-point Likert scale. The numerical values of the ordinal scale arranged in this way corresponded to the intensity of the assessment of thirty service indicators, namely: 1 (much less than my expectations); 2 (less than my expectations); 3 (according to my expectations); 4 (more than my expectations); 5 (significantly more than my expectations). The value evaluation of the response is interpreted in accordance with the rule: (a) the perception of the quality of service “as expected” (if the scalar average is close to the quantitative value of three), (b) the perception of the quality of the service “below expectations” (when the scalar average is well below quantitative values of three), (c) perception of service quality “above expectations” (if it is a scalar average well above quantitative value of three) (Klarić & Kulišan, 2011). Also, in order to rank the importance of indicators, in manifest space, values of scalar averages (Mean) are used in interpretation (Nešić et al., 2017).The questionnaire, based on the HEDUQUAL scale, was tested using two procedures: (1) factor analysis (Principal Components Analysis, Direct Oblimin) and (2) Scale Reliability Analysis - based on Cronbach’s alpha coefficient). The sample of respondents consisted of a population of students attending one of the higher education institutions in the Republika Srpska, a total of 863 students (M = 265; F = 598) with an average age of 21.5 years. The results obtained confirm the good metric of the scale, both in terms of validity (KMO = 0.972; Bartlett’s Test of Sphericity = 14292.613; Sig. = 0.000) and in the context of its reliability (Cronbach’s Alpha = 0.966). All statistical inferences were conducted at a significance level of 0.05 (Sig. <, 05). The good metric characteristics of the instrument defined the quality basis for further analytical observations of the study results.Based on good metric characteristics obtained in this part of the study (whose task was to validate the survey questionnaire), it is reasonable to expect that, in continuing the analytical examination of the empirical results of the study, the research conclusions can be reasonably based on accurate and academically correct statistical background. Which is a prerequisite for the correct dissemination of the information obtained and, accordingly, a scientifically correct interpretation of the overall results of the study.

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