VOlUME 06 ISSUE 03 MARCH 2023
Anindya Nurani Mutiara Sari
Sekolah Tinggi Manajemen IMMI, Jakarta, Indonesia
DOI : https://doi.org/10.47191/ijsshr/v6-i3-10Google Scholar Download Pdf
ABSTRACT
This study aims to examine the effect of service quality dimensions on student satisfaction at Universitas Amikom Yogyakarta. The research population was all undergraduate students who had studied at least in the third semester. The research population was all undergraduate students who had studied at least in the third semester. The sample size was 320. The sampling technique chosen was purposive sampling. Furthermore, testing the research hypothesis using a multiple linear regression model. The results of hypothesis testing prove that the dimensions of tangibles, assurance and empathy have a significant positive effect on student satisfaction. While the dimensions of reliability and responsiveness have a positive but not significant effect on student satisfaction. The coefficient R squared is 56%, meaning that the variation in changes in student satisfaction is determined by the five dimensions of service quality in the research regression model of this study.
KEYWORDS:Service Quality Dimensions, Student Satisfaction, Multiple Linear Regression.
REFERENCES
1) Al-Tit, dan Adnan. (2015). The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention. Asian Social Science, 129-139.
2) Alabboodi, A.S. (2018). The Effect of Customer Satisfaction on Service Quality: The Case of Iraq Banks. International Journal of Applied Science, 146-152
3) Ali, S.R.O., Shariff, N.A.M., Said, N.S.M., Mat, K.A. (2020). The Effects of Service Quality Dimensions on Students’ Satisfaction: Hedperf Model Adoption. Jurnal Intelek, 15 (1), 70-76.
4) Alnaser, A.S. dan Almsafir, M.K. (2014). Service Quality Dimensions and Students Satisfaction. Journal of Advanced Social Research, 4 (6).
5) American Society of Quality Control. (2019). Quality Glossary. Retrieved from ASQ: https://asq.org/quality-resources/quality-glossary/q
6) Ananth, A., Ramesh, R., dan Prabaharan, B. (2011). Service Quality GAP Analysis in Private Sector Banks: a Customer Perspective. Indian Journal of Commerce and Management Studies, 245-252.
7) Annamdevula, S. (2014). Effect of Student Perceived Service Quality on Student Satisfaction, Loyalty and Motivation in Indian Universities Development of HiEduQual. Journal of Modelling in Management, 11 (2), 488-517.
8) Ariyanto, E., Aima, M., Nurani, A. (2020). Analysis of the Effect of Service Quality Dimensions on Student Satisfaction in Master of Management of Mercu Buana University. IOSR Journal of Business and Management, 22 (6), 5-13.
9) Banwet, D.K. dan Datta, B. (2003). A Study of the Effect of Perceived Lecture Quality on Post-Lecture Intentions. Work Study, 52 (5), 234-43.
10) Chandra, T., Hafni, L., Chandra, S., Purwati, A.A. (2019). The influence of service quality, university image on student satisfaction and student loyalty. Benchmarking: An International Journal Emerald, 26 (5), 1533-1549.
11) Cooper, D. R., dan Schindler, P. S. (2014). Business Research Methods (pp. 151-166). New York: Mc Graw Hill.
12) Creswell, J.W. (2010). Research Design Pendekatan Kualitatif, Kuantitatif, dan Mixed (pp. 284-290). Yogyakarta: Pustaka Pelajar.
13) Dawit, J., dan Adem, U. (2018). The Effect of Perceived Service Quality on Customer Satisfaction in Private Commercial Banks of Ethiopia: The Case of Selected Private Commercial Banks at Dire Dawa Administration. Business and Economics Journal, 9 (2).
14) Dora, Y.M. (2016). Word of Mouth Implications of Service Quality Mediated Student Satisfaction Studies on One Private University in Bandung. 8th Widyatama International Seminar on Sustainability, 71-76.
15) Durvasula, S., Lysonski, S., Madhafi, A.D. (2011). Beyond service attributes: Do personal values matter?. Journal of Services Marketing, 25 (1), 33-46.
16) Elliott, K.M., dan Shin, D. (2002). Student Satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24 (2), 197-209.
17) Faizan, A., Zhou, Y., Hussain, K., Nair, P.K., Ragavan, N.A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24 (1), 70-94.
18) Gah, I.W. (2013). Pengaruh Kualitas pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan. Yogyakarta: UGM.
19) Ghobadian, A., Speller, S. and Jones, M. (1994). Service quality: concepts and models. International Journal of Quality & Reliability Management, 11 (9): 43-66.
20) Gruber, T., Fub, S., Voss, R., Glaser-Zikuda, M. (2010). Examining Student Satisfaction with Higher Education Services: Using A New Measurement Tool. International Journal of Public Sector Management, Vol. 23(2): 105-123.
21) Hair, J.F., Black, W.C., Babin, B.J., Enderson, R.E., dan Tatham, R.L. (2010). Multivariate Data Analysis, 8th ed, Upper Saddle River (pp. 102-113). London: Pearson Education.
22) Hanaysha, J.R.M., Addullah, H.H., dan Warokka, A. (2011). Service quality and students’ satisfaction at higher learning institutions: The competing dimensions of Malaysian universities’ competitiveness. Journal of Southeast Asia Research, Vol. 2011.
23) Handayanto, E. (2018). Mediating Role of Satisfaction on Relationship between Service Quality and Word of Mouth in Islamic Private Universities in Indonesia. Advances in Social Science, Education and Humanities Research, Vol. 231.
24) Ismail, I., Haron, H., Ibrahim, D.N., dan Isa, S.M. (2006). Service Quality, Client Satisfaction and Loyalty Towards Audit Firms. Managerial Auditing Journal, 738-756.
25) Jiewanto, A., Laurens, C., Nelloh, L. (2012). Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya. Procedia - Social and Behavioral Sciences, 40, 16-23.
26) Kementerian Riset, Teknologi, dan Pendidikan Tinggi Republik Indonesia. (2018). Statistik Pendidikan Tinggi. Jakarta: PDDikti. Retrieved from https://pddikti.kemdikbud.go.id/asset/data/publikasi/Statistik%20Pendidikan%20Tinggi%20Indonesia%202018.pdf.
27) Kotler, P. (2016). Marketing Management 15th Edition (pp. 153-157). New Jersey: Pearson.
28) Kundi, G.M., Khan, M.S., Qureshi, Q.A., Khan, Y., Akhtar, R. (2014). Impact of Service Quality on Customer Satisfaction in Higher Education Institutions. Industrial Engineering Letters, 4 (3), 23-28.
29) Lewis, R.C. & Booms, B.H. (1983). "The marketing aspects of service quality" in Berry, L., Shostack, G. and Upah, G. (eds.). Emerging perspectives on services marketing: American Marketing Association Chicago
30) Long, C.S., Ibrahim, Z. dan Kowang, T.O. (2014). An Analysis on the Relationship between Lecturer’s Competencies and Student’s Satisfaction. International Education Studies, 7 (1), 37-46.
31) Lupiyoadi. (2013). Manajemen Pemasaran Jasa (pp. 230-246). Jakarta: Salemba Empat
32) Minh, N.H., Ha, N.T., Anh, P.C., dan Matsui, Y. (2015). Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam. Asian Social Science, 73-85.
33) Mansori, S., Vaz, A., Ismail, Z. (2014) Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education. Asian Social Science, 10 (7).
34) Martin, M.J. (2016). Customer's Determination of Service Quality and Satisfaction in A Return/Repair Process: A Quantitative Study. International Academy of Marketing Studies Journal, 36-52.
35) Mestrovic, D. (2017). Service Quality, Students’ Satisfaction and Behavioral Intentions in STEM and IC Higher Education Institution. Interdisciplinary Description of Complex Systems, 15 (1), 66-77.
36) Molaee et al (2013). Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran. International Journal of Academic Research in Accounting , Finance and Management Sciences, Vol. 3, No.3, July 2013, pp. 1–9
37) Mosahab, R., Mahamad, O., Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International Business Research, 3 (4), 72–80.
38) Munusamy, J., Chelliah, S., dan Mun, H. W. (2010). Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia. International Journal of Innovation, Management and Technology, 398-404.
39) Mwiya, B., Bwalya, J., Siachinji, B., Sikombe, S., Chanda, H., & Chawala, M. (2017). Higher Education Quality and Student Satisfaction Nexus: Evidence from Zambia. Creative Education, 08(07), 1044–1068. https://doi.org/10.4236/ce.2017.87076
40) Ngaliman, dan Giofani, M. (2019). The Effects of Tangible, Responsiveness and Reliability on Customer Satisfaction of Delivery Services. SSRG International Journal of Economics and Management Studies, 86-92.
41) Novelia, R. (2009). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Wajib Pajak: Studi Pada Sistem Administrasi Manunggal di Bawah Satu Atap Kota Depok. Depok: Universitas Indonesia.
42) Osman, A.R., Sarkar, J.B., Islam, S. (2017). Revisiting Student Satisfaction Through SERQUAL: Private Tertiary Education Perspective. British Journal of Education, 5 (11), 119-137.
43) Pakurar, M., Haddad, H., Nagy, J., Popp, J., Olah, J. (2019). The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sectors. Sustainability Journal, 1-24.
44) Parasuraman, Berry, dan Zeithaml. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 23.
45) Paul, Mittal, dan Srivastav. (2016). Impact of Service Quality on Customer Satisfaction in Private and Public Sector Banks. The International Journal of Marketing, 606-622.
46) Pradana, R. (2019). Analisis Pengaruh Kualitas pelayanan Terhadap Kepuasan dan Loyalitas Konsumen PT BCA Finance. Yogyakarta: UGM.
47) Reeves, Carol A. and David Bednar, 1994. Defining Quality: Quality Alternatives and Implication, The Academy of Management Review. Vol. 19 (3), July, 419-445.
48) Sakdiyakorn, M., Golubovskaya M., dan Solnet D. (2021). Understanding Generation Z through collective consciousness. International Journal of Hospitality Management. Volume 94.
49) Saif, N.I. (2014). The Effect of SQ on Student Satisfaction: A Field Study for Health Services Administration Students. International Journal of Humanities and Social Science, 4 (8), 172-177.
50) Sekaran and Bougie. (2016). Research Methods for Business (pp. 111-113). West Sussex: John Wiley dan Son.
51) Shahzadi, I., Kousar, R., Jabeen, C., Waqas, A., Gilani, S.A. (2017). Knowledge, attitude and practices among nurses regarding HIV/AIDS in mayo and services hospital Lahore Pakistan. International Journal of Innovative Research and Development, 6 (5) (2017), 155-165.
52) Sugiyono. (2011). Metode Penelitian Kombinasi (pp. 99-108). Bandung: Alfabeta.
53) Suharto dan Sulistiyono. (2015). The Relationship of Service Quality on Consumer Satisfaction in Shipyard Industry. Modern Applied Science, 247-257
54) Suwaryanto. (2007). Analisis Pengaruh Kualitas pelayanan Terhadap Kepuasan Kepuasan Pelanggan pada Kantor Pendaftaran Penduduk dan Catatan Sipil Kabupaten Sleman. Yogyakarta: UGM.
55) Teo, R. dan Soutar, G.N. (2012). Word of Mouth Antecedents in an Educational Context: A Singaporean Study. International Journal of Educational Management, 26 (7), 678-695.
56) Tjiptono, F. (2015). Strategi Pemasaran Edisi Empat (pp. 83-95). Yogyakarta: Andi.
57) Tjiptono, F. dan Chandra, G. (2011). Service, Quality dan Satisfaction Edisi 3 (pp. 164-165). Yogyakarta: Andi.
58) Tjiptono, F. dan Diana, A. (2015). Pelanggan Puas, Tak Cukup (pp. 67-74). Yogyakarta: Andi.
59) Vazifehdoost, H., Akbarpour, Z., Rostami, J.M., & Hamdi, K. (2013). Key Determinants of Service Quality and Self-Service Technologies in Iranian Banking. International Journal of Marketing Studies, 5(6), 133–150. https://doi.org/10.5539/ijms.v5n6p133.
60) Witharka, R. (2016). Analisis Kualitas pelayanan dengan Menggunakan Metode Servqual dan Model Kano Pada PT Primacom Interbuana. Sleman: UGM.