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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...
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The aim of this study was to investigate the factors that affect quality service provision and students’ satisfaction at Akenten Appiah-Menka University of Skills Training and Entrepreneurial Development. Descriptive survey research was used for the study. Simple random sampling was used to select third and final year undergraduate students in Kuma...
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... Hal ini nampak dari nilai p-values yang lebih besar dari 0,05. Hasil penelitian serupa juga dapat ditemukan dalam penelitian [49], [50], [51], [52] dan [53]. Temuan penelitian ini berbeda dengan temuan penelitian [54], [55], [56] dan [57] yang menyatakan bahwa terdapat pengaruh positif citra institusi terhadap loyalitas mahasiswa. ...
... Hal ini terlihat dari nilai p-values <0,05. Hasil penelitian serupa juga dapat ditemukan dalam penelitian [53], [50], [30] dan [58]. Dengan demikian apabila layanan akademik maupun non akademik yang diterima dan dirasakan mahasiswa melebihi dari pada yang dibayangkan, maka akan berdampak loyalitas mahasiswa. ...
Loyalty in the context of higher education can be described as students' willingness to promote the university to others or return to the university to continue their studies. Student loyalty is directly related to student satisfaction and the image of the educational institution. Student loyalty, institutional image and student satisfaction make important factors that are of concern to higher education managers. In this context, this research was conducted. This study aims to look at the effect of institutional image and student satisfaction on student loyalty with the object of research of students of the Faculty of Economics and Business at one of the private universities in Jakarta. Most of the data utilized in this study are data collected through surveys so that this research is classified as quantitative research and as many as 141 respondents participated in this study. This study succeeded in proving that institutional image has a positive effect on student satisfaction and student satisfaction has a positive effect on student loyalty. Another finding is that research has not been able to prove the effect of institutional image on student loyalty. In addition, this study succeeded in proving the mediating role of student satisfaction on the effect of institutional image on student loyalty
... It is clear from the aforementioned discussions that a university must promote student involvement, satisfaction, brand image and loyalty in order to survive in the very competitive field of higher education. We observed extensive research about student satisfaction, school image and loyalty (Ghosh, Whipple, & Bryan, 2001), service quality, student satisfaction and student loyalty (Chandra, Ng, Chandra, & Priyono, 2018), service quality, institutional image, student satisfaction, and student loyalty (Wijaya, Junaedi, & Hocky, 2021), service quality, university image, student satisfaction, and loyalty (Chandra, Hafni, Chandra, Purwati, & Chandra, 2019), brand image, brand love, and brand loyalty (Mahothan, Laohavichien, Srivardhana, & Lertlop, 2022), image and loyalty (Hassan et al., 2020;Qomariah, Budiastuti, Sanosra, Susbiani, & Budisatoto, 2020), service quality, university image and student satisfaction towards student loyalty (Cahyono, Purwanto, Azizah, & Wijoyo, 2020). Most of the abovementioned studies showed that direct, straight-forward relationships in a single construct were scarce. ...
The aim of this study is to explore the relationship between student engagement, brand image, student satisfaction and loyalty. Furthermore, the study intends to explore the mediating role of student satisfaction in the relationship between engagement and loyalty as well as brand image and loyalty in the context of higher education. A representative sample of 296 students from the three best private universities in Dhaka has been gathered in order to test the hypotheses. The study demonstrates that brand image has a favorable impact on student satisfaction while student engagement has no influence on student satisfaction. The results show that loyalty is heavily influenced by the student satisfaction construct. When there is no mediation between student engagement and loyalty, a complete mediation is recognized when student satisfaction is a mediator between brand image and student loyalty. The study also reveals that there is a negative correlation between student engagement and satisfaction. The results of the research definitely improve brand perception which keeps students engaged to their higher education.
... Additionally, Teeroovengadum et al. (2019) and Mulyono, Hadian, Purba, and Pramono (2020) conducted empirical tests to demonstrate the validity of the affiliation between technical service excellence and student contentment. Wijaya, Junaedi, and Hocky (2021) most recent research demonstrated that service excellence has a favorable impact on student contentment and significantly increases consumer pleasure. Therefore, the following is a way to state the hypothesis: ...
... This research model included the intake quality of students as an exogenous variable, which is an extraordinary effort to explain a dependent variable. Most past researchers used service quality and institutional image (Wijaya et al., 2021), teaching quality (Gao, Zhuang, & Chang, 2021), student engagement (Manggarani, 2018), and quality improvement (Kanwar & Sanjeeva, 2022) to explain student satisfaction, ignoring intake quality. ...
... In respect to Table 6, the first hypothesis is favored by the study. The first hypothesis is consistent with the recent findings of Islam and Himel (2018), Sharabati, Alhileh, and Abusaimeh (2019), and Wijaya et al. (2021). That means service excellence has a positive effect on student contentment in tertiary-level education, indicating that learner satisfaction can be increased by reinforcing the service excellence of education. ...
The intention of this paper is to verify students’ satisfaction through service quality, institutional image, and intake quality from a higher education perspective. To satisfy this objective, the study collected 303 data points randomly from North South University, Brac University, and United International University, the top three non-government institutions in Bangladesh. Results exhibited that service quality, institutional image, and the intake quality of students are statistically significant predictors of student satisfaction. As a result, these factors are appropriate for explaining student satisfaction. From a practical point of view, academicians, scholars, and practitioners should emphasize service quality, intake quality of students, and institutional image as major determinants of student satisfaction. It is challenging to maintain student satisfaction in institutes of higher learning. University administrators will have a great deal of opportunity to make useful judgments for boosting student satisfaction by comprehending this point of view and this study's conceptual model. Additionally, this research would have a big impact on both policymakers and academics. This study concentrated on aspects of higher education that students highly value. To fortify this conceptual model, the study incorporated "intake quality of student" as an independent variable for determining student satisfaction, which is a fairly extraordinary effort to expose a theoretical gap.
... Students in HLIs hope that their institutions will keep their promises and provide error-free services, as evidenced by studies conducted in Indonesia (Wijaya et al. 2021); Malaysia (Nicholas et al. 2022) and Tanzania (Magasi et al. 2022;Mashenene, 2019). Similarly, the current authors anticipate a positive relationship between reliability and satisfaction or, H2: Reliability relates to student satisfaction positively. ...
... The results of past studies carried out in Indonesia (Wijaya et al. 2021); Malaysia (Nicholas et al. 2022), and Tanzania (Magasi et al. 2022;Mashenene, 2019) show that student's satisfaction increase when the HLIs academic and administrative staffs are willing to provide valuable and quick service to students. Therefore, the currently studied HLIs staff's responsiveness is expected to be positively related to student satisfaction or, H3: Responsiveness relates to student satisfaction positively. ...
... In other words, a service provider's graciousness, courtesy, approachability, and knowledge capacity are important (Pollack, 2008) for the service providers to build consumer trust and confidence (Zeithaml et al. 2006). The following service quality studies in HLIs support the positive relationship- Wijaya et al. 2021;Nicholas et al. 2022;Magasi et al. 2022;Mashenene, 2019; as such, this study predicts that, H4: Assurance relates to student satisfaction positively. ...
Despite policy efforts to promote higher learning in Tanzania, reports show persistent student dissatisfaction, revealing the extant inadequate quality measurement models. The study examined the fundamental elements causing dissatisfaction using an extended SERVQUAL model with additional variables, perceived transparency mediated by trust. Researchers collected quantitative data from 398 third-year higher learning students. The structural equations modelling result shows that reliability, perceived transparency, and trust in an institution significantly predict satisfaction. Further, trust partially mediates the influence of perceived transparency on student satisfaction. Evidence from this study suggests that education policy geared to promote the expertise of service providers and punctuality of service offering, transparency in service offering, and social responsibility of service provision is adequate for student satisfaction. Future research can look into a cross-level of economic development, groups of students—analysis of satisfaction determinants, and test the transparency—trust-based SERVIQUAL Model in quality struggling sectors in Tanzania and other developing countries. Also, studies can test how satisfaction mediates the effect of quality on academic performance.
... Judging by the servqual method, some researchers stated that student satisfaction with e-learning is still at a higher level of expectation than reality, meaning that e-learning has not met the element of satisfaction for its users. (Darmawan, 2015;Pham Hong et al., 2020;Wijaya et al., 2021). ...
... It is very important to note from the research results that a very large gap occurs in teaching items providing explanations about learning materials and the use of e-learning platform plates. Given the different abilities of students, explanations from teachers are very important at every meeting of the e-learning model, these activities can have a positive impact on students' skills in learning with this model so that satisfaction will increase (Li et al., 2018;Meranga, 2021;Wijaya et al., 2021). ...
The e-learning learning method has long been known in distance learning and is increasingly being used during a pandemic, especially during an endemic period like today. Students who are accustomed conducted face-to-face learning as a cause of low learning outcomes. Several studies using multiple linear regression analysis have concluded that the level of student satisfaction with the e-learning learning model has an effect on learning outcomes. Additional analytical methods are needed to measure the quality of e-learning services and at the same time be able to make priority scales for handling them. The purpose of this study was to analyze the partial and simultaneous effect of service equal on student satisfaction in the e-learning method, measure the level of student satisfaction and make a priority scale for handling it. The subjects were 100 students who took MSDM courses. The research method used observation, literature studies related to service quality regarding e-learning quality. Data analysis was done by calculating the difference between the average values of reality and expectations for each service quality attribute. The result found that (1) partially the reliability variable is the variable that has the most influence, while the assurance variable is the variable that has the least effect on student satisfaction, (2) the tangible variable has no effect on satisfaction, and (3) the attributes that are the priority improvement is the attribute of the timeliness of teaching and the teacher providing explanations (guidelines) on the learning materials and the use of the e-learning platform.
The purpose of this study was to determine and analyze the effect of promotion, brand image, and customer relationship management on purchasing decisions. This research was conducted at PT Global Alumindo Perkasa which is located at Jalan Soekarno-Hatta No.9 Pekanbaru. The population of this study is consumers who make purchases at PT Global Alumindo Perkasa, so the sample in this study is 120 with an accidental sampling technique. Data analysis using multiple linear regression. The results of the study explain that promotion and customer relationship management have a positive and significant influence, while the brand image has a positive and insignificant effect on purchasing decisions. For further researchers, it is expected to develop this research by adding other variables.
Metode pembelajaran e-learning telah lama dikenal dalam pembelajaran jarak jauh dan semakin meluas penggunaannya dikala pandemi terjadi. Metode ini seringkali dikeluhkan oleh pelajar yang terbiasa belajar dengan metode tatap muka sebagai penyebab rendahnya hasil belajar. Oleh karena itu dalam metode e-learning diperlukan persiapan sarana dan prasarananya agar kepuasan pelajar meningkat. Tujuan penelitian ini adalah untuk mengukur tingkat kepuasan mahasiswa dan mengetahui pengaruh secara parsial dan simultan service equal terhadap kepuasan mahasiswa pada metode e-learning. Subjek penelitian ini adalah mahasiswa di 3 (tiga) prodi jurusan Ekonomi sebanyak 100 orang dan sedang melaksanakan pembelajaran e-learning mata kuliah Matematika Bisnis, metode yang digunakan adalah dengan menggunakan observasi, studi literatur terkait service quality mengenai e-learning quality (ELQ) serta variabel kepuasan melalui penelitian-penelitian terdahulu, dan (3) kuesioner. Analisis data dilakukan dengan menggunakan multiple regression dan priority quadrant. Berdasarkan analisis data diperoleh kesimpulan (1) secara parsial variabel reliability merupakan variabel yang paling besar pengaruhnya, sedangkan variabel assurance merupakan variabel yang paling kecil pengaruhnya terhadap kepuasan mahasiswa, (2) variabel tangible tidak berpengaruh terhadap kepuasan, akan tetapi secara simultan 5 (lima) faktor dalam service quality berpengaruh positif terhadap kepuasan mahasiswa, dan (3) atribut yang menjadiprioritas perbaikan adalah atributketepatan waktu mengajar(A3) danpengajar memberikan penjelasan (pedoman/instruksi) pada materi belajar maupun penggunaan platform e-learning(A6).
