Assessment of Students' satisfaction with higher education services: Customer Satisfaction Index Method

Nurhidayah, Larasati Sukma and Slamet, Slamet ORCID: https://orcid.org/0000-0001-5583-5425 (2024) Assessment of Students' satisfaction with higher education services: Customer Satisfaction Index Method. Iqtishoduna: Jurnal Ekonomi dan Bisnis Islam, 20 (1). pp. 39-51. ISSN 1829-524X

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Abstract

This research aims to assess student satisfaction with higher education services. This research was conducted at one of the state Islamic universities in East Java. The instrument is a questionnaire based on service quality theory consisting of five dimensions: tangible, responsiveness, reliability, assurance, and empathy. The research population is students (as the main customers of higher education institutions), and the target population is students in semesters IV - VIII in the 2022/2023 academic year. Data collection techniques are through survey techniques by sending via Google Forms and distributing directly. Survey activities were conducted for two months (June – July 2023). Purposive and random sampling are sampling approaches. A total of 385 students participated as respondents. Based on editing, 288 (74.81%) of the instruments met the requirements for further processing. Data analysis uses descriptive analysis and the Customer Satisfaction Index to determine satisfaction categories. The research results show that student satisfaction is in the "quite satisfied" category, with an average score of 62.07%. These findings indicate that the quality of higher education services requires continuous attention and improvement. The low level of student satisfaction supports these findings. This satisfaction deserves attention, as evidenced by feedback from students who are the main customers of higher education institutions.

Item Type:	Journal Article
Keywords:	Student; satisfaction; customer satisfaction index; higher education; services quality
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150399 Business and Management not elsewhere classified 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing
Divisions:	Faculty of Economics > Department of Management
Depositing User:	Slamet Slamet
Date Deposited:	07 May 2024 10:49

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