Perceived Service Quality Factors Influencing Undergraduate Students’ Satisfaction at Universities in Java and Bali

  • Bonaventura Darryl Angkatirta Universitas Prasetiya Mulya
  • Indra Marhaendra Universitas Prasetya Mulia
  • Ida Bagus Gede Widana Widiatmaka Universitas Prasetya Mulia
  • Kevin Pratama Universitas Prasetya Mulia
  • Tessa Natasha Fitriyanti Universitas Prasetya Mulia


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


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How to Cite
ANGKATIRTA, Bonaventura Darryl et al. Perceived Service Quality Factors Influencing Undergraduate Students’ Satisfaction at Universities in Java and Bali. JAS-PT (Jurnal Analisis Sistem Pendidikan Tinggi Indonesia), [S.l.], v. 4, n. 1, p. 9 - 20, july 2020. ISSN 2620-5718. Available at: <>. Date accessed: 21 june 2021. doi: