MODEL OF DEVELOPMENT OF QUALITY OF HIGHER EDUCATION SERVICES IN IMPROVING STUDENT SATISFACTION (STUDY AT MUHAMMADIYAH UNIVERSITY MALANG)
DOI:
https://doi.org/10.22219/mb.v10i2.15946Keywords:
quality of service, satisfaction, education services, studentsAbstract
The initial research that has been conducted aims to know the quality of college education services and know the possible quality of college education services to improve student satisfaction. In further research that has been conducted aims to determine the concept model of development of quality education services to improve student satisfaction, and create operational standards procedures (SOP) quality services education services that can be done to improve student satisfaction. In the initial study, the data collection technique used was questionnaire distributed to 255 respondents, with purposive sampling. The criteria used are active students, at least semester 3 in the Management Study Program. For further research is used focus discussion group to key person, namely faculty leaders and study programs, using quota sampling. Based on the results of the scale range obtained results, reliability, responsiveness, assurance, empathy, and physical evidence in the category of good. Based on the results of logit regression: simultaneously the dimension of service quality affects student satisfaction, while partially affecting student satisfaction is the conformity of curriculum and materials taught to the needs of students, assignments provided useful, academic supervisors have adequate competence, the existence of unit / insurance for students, care and special daily from lecturers / instructors to students who have academic difficulties, academic supervisors open consulting services for students, neatness and sympathetic lecturers / instructors, and academic officers. Based on the results of discussions with key persons, to improve student satisfaction, need to be improved and developed marketing mix of services through the resulting services, process, distribution, people, physical facilities.
Downloads
References
Ali, F., 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. https://doi.org/10.1108/QAE-02-2014-0008
Alma, B. (2012). Manajemen Pemasaran dan Pemasaran Jasa. Alfabeta.
Asubonteng, P., Mccleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: A critical review of service quality. Journal of Services Marketing, 10(6), 62–81. https://doi.org/10.1108/08876049610148602
Baniya, R. (2018). Relationship Between Perception of Service Quality and Students’ Satisfaction – A Case Study of a Management School. Journal of Education and Research, 6(2), 41–60. https://doi.org/10.3126/jer.v6i2.22149
Bunce, L., Baird, A., & Jones, S. E. (2016). The student-as-consumer approach in higher education and its effects on academic performance. Studies in Higher Education, 42(11), 1958–1978. https://doi.org/10.1080/03075079.2015.1127908
Curry, A. (1999). Case Study: Innovation in Public Service Management. 9(3), 180–190.
Daniel, D., Liben, G., & Adugna, A. (2017). Assessment of students’ satisfaction: A case study of Dire Dawa University, Ethiopia. Journal of Education and Practice, 8(4), 111–120.
Datta, K. S., & Vardhan, J. (2017). A SERVQUAL-based framework for assessing quality of international branch campuses in UAE: A management students’ perspective. SAGE Open, 7(1). https://doi.org/10.1177/2158244016676294
Dib, H., & Alnazer, M. (2013). Conceptual model of student satisfaction in syrian universities. European Journal of Economics, Finance and Administrative Sciences, 56, 12–20.
Eka, D., Hamdaini, Y., & Karim, S. (2018). Kualitas Pelayanan Fakultas Ekonomi Universitas Sriwijaya. Jurnal Manajemen Dan Bisnis Sriwijaya, 16(2), 89–98. https://doi.org/10.29259/jmbs.v16i2.6948
Faizal, I. (2012). Kepuasan Peserta Didik Pada Jurusan Keselamatan. Jurnal Aviasi Langit Biru, 5, 1–15.
Hair, Joseph F., et. al. (2010). Multivariate Analysis Data : a global perspective (7th ed.). Pearson.
Kawshalya, N. (2016). Models of Service Quality – A brief literature Review. 5948(March).
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson.
Krishnamoorthy, V., Aishwaryadevi, A. S., & Bharathi, B. (2016). An Examination of Influence of Higher Education Service Quality on Students ’ Satisfaction : An Indian Perspective. IMR(Indira Management Review), X(2), 1–8.
Luk, S. T. K., & Layton, R. (2002). Perception gaps in customer expectations: Managers versus service providers and customers. Service Industries Journal, 22(2), 109–128. https://doi.org/10.1080/714005073
Malhotra, N. K. (2006). Marketing Research : An Applied Orientation. Prentice Hall, Inc.
Musanto, T. (2004). Faktor-Faktor Kepuasan Pelanggan dan Loyalitas Pelanggan: Studi Kasus Pada CV. Sarana Media Advertising Surabaya. Jurnal Manajemen Dan Kewirausahaan, 6(2), 123–136. https://doi.org/10.9744/jmk.6.2.pp.123-136
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
Peter, J. Paul & Olson, J. C. (2014). Consumer Behavior & Marketing Strategy (Edisi 9). Penerbit Salemba Empat.
Rahmawati, D. (2013). Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Mahasiswa. Jurnal Economia, 9(1), 52–65. https://doi.org/10.21831/economia.v9i1.1376
Rustami, N. A., Nuraedi, & Kurniatun, T. C. (2016). Pengaruh Kualitas Jasa Pendidikan Terhadap Kepuasan Mahasiswa di Universitas Pendidikan Indonesia. Jurnal ADPEND Tata Kelola Pendidikan, 1(1), 44. http://ejournal.upi.edu/index.php/jurnaladpend/article/view/3254
Santini, F. de O., Ladeira, W. J., Sampaio, C. H., & da Silva Costa, G. (2017). Student satisfaction in higher education: a meta-analytic study. Journal of Marketing for Higher Education, 27(1), 1–18. https://doi.org/10.1080/08841241.2017.1311980
Saravanan, L. (2018). A study of students satisfaction level towards service quality of teacher education colleges with special reference Erode district. 6(1), 52–58.
Sopiatun, P. (2010). Manajemen Belajar Berbasis Kepuasan Siswa. Ghalia Indonesia.
Srinadi, I. G. ayu M., & Nilakusmawati, D. P. E. (2008). Faktor-faktor penentu kepuasan mahasiswa terhadap pelayanan fakultas sebagai lembaga pendidikan (Studi Kasus di FMIPA, Universitas Udayana). 3(3). https://doi.org/10.21831/cp.v3i3.322
Suhardan, D. (2006). Supervisi Bantuan Profesional (Layanan dalam Meningkatkan Mutu Pembelajaran). Mutiara Ilmu.
Tjiptono, F. (2011). Pemasaran Jasa. Bayu Media.
Tjiptono, F., & Chandra, G. (2005). Manajemen Kualitas Jasa. CV. Andi.
Umar, H. (2011). Research Methods for Business Thesis and Thesis. PT. Rajawali Pers.
Wijaya, D. (2012). Pemasaran Jasa Pendidikan. Penerbit Salemba Empat.
Wisniewski, M. (2001). Using Serqual to assess customer satisfaction with public sector services. Managing Service Quality: An International Journal, 11(6), 380–388.
Yuliarmi, N. N., & Riyasa, P. (2007). Analisis faktor-faktor yang mempengaruhi kepuasan pelanggan terhadap pelayanan pdam kota denpasar Ni Nyoman Yuliarmi dan Putu Riyasa. 12.
Downloads
Published
Issue
Section
License
Copyright (c) 2021 Manajemen Bisnis
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
71.png)
