Perceived Service Quality Factors Influencing Undergraduate Students’ Satisfaction at Universities in Java and Bali
The main objective of this research is to study the relationship between tangibility, trustworthiness, response capacity, guarantee, empathy, and innovative learning approach that affect the value of college students’ satisfaction on the islands of Java and Bali. A quantitative study was conducted on students in various universities in Java and Bali, through a survey that was applied to the final sample of 205 students. Data analysis is carried out through structural equation modeling and shows that structures that affect students' satisfaction with the tertiary institutions where they study in the islands of Java and Bali are Guarantee, Tangibility, and Empathy factors.
Keywords: Undergraduate Students, Perceived Service Quality, Students’ Satisfaction, Innovative Learning Approach
Benavides-Velasco, C.A., Quintana-Garcia, C.: Innovative competence, exploration and exploitation: the influence of technological diversification. Res. Policy 37(3), 492–507 (2008).
Braskamp, L. A., & Ory, J. C. (1994). Assessing faculty work: Enhancing individual and instructional performance. San Francisco, CA: Jossey- Bass.
Chesbrough,H.W.: Open Innovation: TheNewImperative forCreating and Profiting fromTechnology.Harvard Business School Press, Boston (2003).
Elliott, K. M., & Healy, M. A. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education, 10(4), 1-11.
Gómez, M., Aranda, E., & Santos, J. (2017). A competency model for higher education: an assessment based on placements. Studies in Higher Education, 42(12), 2195-2215.
O’Neill, M. A., & Palmer, A. (2004). Importance-performance analysis: a useful tool for directing continuous quality improvement in higher education. Quality Assurance in Education, 12(1), 39-52.
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, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Pedro, E., Mendes L., & Lourenco, L. (2018). Perceived Service Quality and Student’s Satisfaction in Higher Education: The Influence of Teaching Methods. International Journal for Quality Research 12(1) 165-192 (2018).
Petruzzellis, L., D’Uggento, A. M. & Romanazzi, S. (2006). Student Satisfaction and Quality of Service in Italian Universities, Managing Service Quality, 16(4). 349-364.
Ping-Chang Lee, Cheng-ta Lin, & Hsin-Hong Kang (2015). The influence of open innovative teaching approach toward student satisfaction: a case of Si-Men Primary School. Springer Science+ Business Media Dordrecht (2015).
Purba, J.H.V., Ratodi, M., Mulyana, M., Wahyoedi, S., Andriana, R., Shankar, K. and Nguyen, P.T., 2019. Prediction Model in Medical Science and Health Care. International Journal of Engineering and Advanced Technology, 8, pp.815-818.
Sultan, P., & Wong, H. (2010). Performance-based service quality model: an empirical study on Japanese universities. Quality Assurance in Education, 18(2), 126–143.
Yakovleva, N. O., & Yakovlev, E. V. (2014). Interactive teaching methods in contemporary higher education. Pacific Science Review, 16(2), 75-80.
Zeithaml, V. A., Gremler, D. D., & Bitner, M. J. (2009). Services marketing: integrating customer focus across the firm (5th ed.). London: McGraw-