Eksplorasi hubungan kualitas layanan, citra dan kepuasan mahasiswa di perguruan tinggi negeri di Jawa Timur

Yuliana, Indah ORCID: https://orcid.org/0000-0002-6346-7850, Hidayati, Lilis and Husni, Shalih (2023) Eksplorasi hubungan kualitas layanan, citra dan kepuasan mahasiswa di perguruan tinggi negeri di Jawa Timur. Research Report. LP2M UIN Maulana Malik Ibrahim, Malang. (Unpublished)

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Abstract

Objective: Analyze the direct relationship between service quality and image with student satisfaction and analyze the mediation of image on the relationship between service quality and student satisfaction.

Design/methodology/approach: This research is a type of quantitative descriptive research using an explanatory research approach with a research population of state university students in East Java Province. The total sample is 800 respondents. Random sampling technique from each population. The type of data obtained in this research is primary data. The data collection method in this research uses a closed structured questionnaire given to respondents. The research variables are service quality, image and student satisfaction. Service quality using the SERVQUAL scale combination method which consists of a) Physical evidence b) Reliability c) Responsiveness d) Assurance and e) Empathy. This research uses PLS-SEM analysis to analyze variables that represent measurements related to individuals, situations and so on.

Findings: The research results show that service quality (tangibility, reliability, responsiveness, assurance, empathy) has a significant positive influence on student satisfaction and the image of higher education. Image has a significant positive effect on student satisfaction. The image of higher education mediates service quality (tangibility, reliability, responsiveness, assurance, empathy) on student satisfaction.

Originality/value – First, this research has examined the relationship between service quality (tangibility, reliability, responsiveness, assurance, empathy), image and student satisfaction. Second, previous research has not analyzed the mediation of image on the relationship between service quality and student satisfaction. Third,This research provides unique evidence that higher education image mediates service quality and student satisfaction

Item Type:	Research (Research Report)
Keywords:	tangibility; reliability; responsiveness; guarantee; empathy; image and student satisfaction
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150313 Quality Management
Divisions:	Faculty of Economics > Department of Management
Depositing User:	indah yuliana
Date Deposited:	20 Feb 2024 09:15

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