The Effect of Lecturer Service Quality on Students' Satisfaction in Private Universities

Authors

  • Yuyun Elizabeth Patras
  • Rais Hidayat

DOI:

https://doi.org/10.32832/jm-uika.v11i2.3382

Keywords:

Service quality Student satisfaction Rasch Model Private University

Abstract

One of the roles of the university is to support national education goals as part of educating students. Student satisfaction is an important variable for the existence and sustainability of a university, especially a private universities.This research aims to analyze the effect of lecturer service quality on student satisfaction.This research uses quantitative research with survey methods. The population of this research were students of a private university at Universitas Pakuan with 543 respondents. The findings of this research were that there was a positive and significant influence between the lecturer service quality on student satisfaction. This means that efforts to increase student satisfaction can be done by improving the quality of lecturer services. Meanwhile, from the 5 dimensions of lecturer service quality, it was found that the empathy dimension had the greatest influence compared to other dimensions of lecturer service quality.

References

Abdaziz, A., Jusoh, M. S., & Amlus, H. (2014). Construct Validity : A Rasch Measurement Model Approaches. Journal of Applied Science and Agriculture, 9(September), 7–12.

Abdullah, N., & Mohamad, N. (2016). University Recreational Facilities Service Quality and Students ' Physical Activity Level. Procedia - Social and Behavioral Sciences, 224(August 2015), 207–212. https://doi.org/10.1016/j.sbspro.2016.05.443

Alemu, A. M., & Cordier, J. (2017). International Journal of Educational Development Factors in fl uencing international students satisfaction in Korean universities. International Journal of Educational Development, 57(December 2016), 54–64. https://doi.org/10.1016/j.ijedudev.2017.08.006

Azam, A. (2018). Service Quality Dimensions and Students ' Satisfaction : A study of Saudi Arabian Private Higher Education Institutions. European Online Journal of Natural and Social Sciences, 7(2), 275–284.

Baghaei, P. (2014). The Rasch Model as a Construct Validation Tool. Rasch Measurement Transactions, 22(1).

Bakadorova, O., & Raufelder, D. (2018). The essential role of the teacher-student relationship in students ' need satisfaction during adolescence. Journal of Applied Developmental Psychology, 58(August), 57–65. https://doi.org/10.1016/j.appdev.2018.08.004

Bambang Sumintono, W. W. (2015). Aplikasi Pemodelan Rasch pada Asesment Pendidikan. Cimahi: Trim Komunikata.

Bond, T. G., & Fox, C. M. (2007). Applying the Rasch Model : Fundamental Measurement in the Human Sciences Second Edition University of Toledo. New Jersey 07430: Lawrence Erlbaum Associates, Inc.

Boon, T., Shukur, M., & Bassim, A. (2016). Evaluation of Service Quality of Private Higher Education using Service Improvement Matrix. Procedia - Social and Behavioral Sciences, 224(August 2015), 132–140. https://doi.org/10.1016/j.sbspro.2016.05.417

Brinkman, W.-P. (2009). Design of a Questionnaire Instrument. Handbook of Mobile Technology Research Methods, (December), 31–57.

Carvalho, L. D. F., Primi, R., & Meyer, G. J. (2012). Application of the Rasch model in measuring personality disorders. Trends, 34(2), 101–109.

Cheng, M., Taylor, J., Williams, J., & Tong, K. (2016). Student satisfaction and perceptions of quality : testing the linkages for PhD students Student satisfaction and perceptions of quality : testing the linkages for PhD students. Higher Education Research & Development ISSN:, 4360(April). https://doi.org/10.1080/07294360.2016.1160873

Deb, S., & Ahmed, M. A. (2018). Determining the service quality of the city bus service based on users ' perceptions and expectations. Travel Behaviour and Society, 12(February), 1–10. https://doi.org/10.1016/j.tbs.2018.02.008

Douglas, J., Douglas, A., & Barnes, B. (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education, 14(3251–267). https://doi.org/10.1108/09684880610678568

Dursun, T., Oskayba, K., & Gökmen, C. (2013). The Quality Of Service Of The Distance Education. In 13th International Educational Technology Conference The (Vol. 103, pp. 1133–1151). https://doi.org/10.1016/j.sbspro.2013.10.441

El-said, O. A., & Ahmed, E. (2015). Assessing university students ' satisfaction with on-campus cafeteria services. TMP, 16, 318–324. https://doi.org/10.1016/j.tmp.2015.09.006

Elliott, K. M. (2003). KEY DETERMINANTS OF STUDENT SATISFACTION. J. COLLEGE STUDENT RETENTION, 4(3), 271–279.

Esmaeilpour, M., & Ranjbar, M. (2016). Investigating the Impact of Commitment , Satisfaction , and Loyalty of Employees on Providing High ­ Quality Service To Customer. Journal of Modelling in Management, 14(3), 355–388.

Garnjost, P., & Lawter, L. (2019). The International Journal of Undergraduates ' satisfaction and perceptions of learning outcomes across teacher- and learner-focused pedagogies. The International Journal of Management Education, 17(2), 267–275. https://doi.org/10.1016/j.ijme.2019.03.004

Ghazali, N. H. M. (2016). A Reliability and Validity of an Instrument to Evaluate the School-Based Assessment System : A Pilot Study. International Journal of Evaluation and Research in Education (IJERE), 5(2), 148–157.

Hew, K. F., Hu, X., Qiao, C., & Tang, Y. (2019). What predicts student satisfaction with MOOCs: A gradient boosting trees supervised machine learning and sentiment analysis approach. Computers & Education, 103724. https://doi.org/10.1016/j.compedu.2019.103724

Huybers, T., Louviere, J., & Islam, T. (2015). The Journal of Choice Modelling What determines student satisfaction with university subjects ? A choice-based approach. Journal of Choice Modelling, 1–14. https://doi.org/10.1016/j.jocm.2015.10.001

Jesyca R.T. Muaju, Adi Setiawan, T. M. (2013). Uji Validitas dan Reliabilitas Menggunakan Metode Boostrap pada Kuisioner Ripe Yes/No Questions. In Prosiding Seminar Nasional Sains dan Pendidikan Sains VII (p. 513).

Jusoh. (2018). Construct Validity for Measuring Entrepreneurial Readiness Among Malaysian Higher Education Students : A Stochastic Measurement Model Approach. In MATEC Web of Conferences 150, (Vol. 150, pp. 1–4).

Kangas, M., Siklander, P., Randolph, J., & Ruokamo, H. (2017). Teachers ' engagement and students ' satisfaction with a playful learning environment. Teaching and Teacher Education, 63, 274–284. https://doi.org/10.1016/j.tate.2016.12.018

Khosravi, A. A., Poushaneh, K., Roozegar, A., & Sohrabifard, N. (2013). Determination of Factors Affecting Student Satisfaction of Islamic Azad University. Procedia - Social and Behavioral Sciences, 84, 579–583. https://doi.org/10.1016/j.sbspro.2013.06.607

Kumar, S., Shekhar, V., Lassar, W. M., & Chen, T. (2018). Customer engagement behaviors : The role of service convenience , fairness and quality. Journal of Retailing and Consumer Services, 44(December 2017), 293–304. https://doi.org/10.1016/j.jretconser.2018.07.018

Lenton, P. (2015). Economics of Education Review Determining student satisfaction : An economic analysis of the National Student Survey. Economics of Education Review, 47, 118–127. https://doi.org/10.1016/j.econedurev.2015.05.001

Li, I. W., & Carroll, D. R. (2017). Factors Influencing University Student Satisfaction , Dropout and Academic Performance. National Centre for Student Equity in Higher Education (NCSEHE), Perth: Curtin University, 1–56.

Mohajan, H. K. (2017). Two Criteria for Good Measurements in Research: Validity and Reliability. Annals of Spiru Haret University, 17(3), 1–32.

Mohamad, M. M., Lisa, N., Sern, L. C., & Mohd, K. (2015). Measuring the Validity and Reliability of Research Instruments. Procedia - Social and Behavioral Sciences, 204(November 2014), 164–171. https://doi.org/10.1016/j.sbspro.2015.08.129

Muhammad, N., Kakakhel, S. J., Baloch, Q. B., & Ali, F. (2018a). Review of Public Administration and Management Service Quality the Road Ahead for Student ' s Satisfaction. Review of Public Administration and Management, 6(2), 2–7. https://doi.org/10.4172/2315-7844.1000250

Muhammad, N., Kakakhel, S. J., Baloch, Q. B., & Ali, F. (2018b). Service Quality the Road Ahead for Student ' s Satisfaction. Review of Public Administration and Management, 6(2), 2–7. https://doi.org/10.4172/2315-7844.1000250

Nurunnabi, M., & Abdelhadi, A. (2019). Data in Brief Student satisfaction in the Russell Group and Non-Russell Group Universities in UK. Data in Brief, 22, 76–82. https://doi.org/10.1016/j.dib.2018.11.124

Onditi, E. O., & Wechuli, T. W. (2017). Service Quality and Student Satisfaction in Higher Education Institutions : A Review of Literature . International Journal of Scientific and Research Publications, 7(7), 328–335.

Oriade, A., & Scho, P. (2019). An examination of the role of service quality and perceived value in visitor attraction experience. Journal of Destination Marketing & Management, 11(May 2018), 1–9. https://doi.org/10.1016/j.jdmm.2018.10.002

Othman, N. B. (2014). Assessing Construct Validity and Reliability Of Competitiveness Scale Using Rasch Model Approach. In The 2014 WEI International Academic Conference Proceedings (pp. 113–120).

Ozdemir, Y., Kaya, S. K., & Turhan, E. (2019). A scale to measure sustainable campus services in higher education: “Sustainable Service Quality” Journal of Cleaner Production. https://doi.org/10.1016/j.jclepro.2019.118839

Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47(July 2018), 40–48. https://doi.org/10.1016/j.jretconser.2018.10.006

Rahmawati, E. (2019). Developing instruments of teacher ' s perception of critical thinking in elementary school. Journal of Education and Learning (EduLearn), 13(4), 559–566. https://doi.org/10.11591/edulearn.v13i4.13232

Rajab, A., Aishah, S., Rahman, A., Abdul, H., Shaari, R., & Saat, M. (2011). Service Quality in a Research University : A Post-Graduate Perspective. Procedia - Social and Behavioral Sciences, 29, 1830–1838. https://doi.org/10.1016/j.sbspro.2011.11.431

Roy, S. (2019). Service quality versus service experience : An empirical examination of the consequential e ff ects in B2B services. Industrial Marketing Management, XXX(February 2017). https://doi.org/10.1016/j.indmarman.2019.02.017

Sembiring, M. G. (2015). Validating student satisfaction related to persistence , academic performance , retention and career advancement within ODL perspectives. Open Praxis, 7(4), 325–337.

Shahsavar, T., & Sudzina, F. (2017). Student satisfaction and loyalty in Denmark : Application of EPSI methodology. PLOSONE, 14(page 19), 1–18. https://doi.org/10.1371/journal.pone.0189576

Siming, L., Gao, J., & Xu, D. (2015). Factors Leading to Students ' Satisfaction in the Higher Learning Institutions. Journal of Education and Practice, 6(31), 114–118.

Stef van Buuren, D. J. D. W. (2015). Measuring Psychosocial Impact of CBRN Incidents by the Rasch Model. JOURNAL OF APPLIED MEASUREMENT, 16(3).

Stefan, C. (2010). The quality consulting services management in the university educational system. Procedia - Social and Behavioral Sciences, 2(2), 5586–5589. https://doi.org/10.1016/j.sbspro.2010.03.911

Stoltenberg, G. (2011). Investigating the Concept of Student ' Satisfaction The Case of International Students at the UiO. UNIVERSITY OF OSLO.

Sutherland, D., Warwick, P., & Anderson, J. (2019). The International Journal of What factors in fl uence student satisfaction with module quality ? A comparative analysis in a UK business school context. The International Journal of Management Education, 17(3), 100312. https://doi.org/10.1016/j.ijme.2019.100312

Takaki, J., Taniguchi, T., & Fujii, Y. (2014). Reliability , Validity , and Significance of Assessment of Sense of Contribution in the Workplace. IInternational Journal of Environmental Research and Public Health, 11, 1594–1604. https://doi.org/10.3390/ijerph110201594

Tesio, Il. (2003). MEASURING BEHAVIOURS AND PERCEPTIONS : RASCH ANALYSIS AS A TOOL FOR REHABILITATION RESEARCH. J Rehabil Med, 35, 105–115.

Topala, I., & Tomozii, S. (2014). Learning satisfaction : validity and reliability testing for students ' learning satisfaction questionnaire ( SLSQ ). Procedia - Social and Behavioral Sciences, 128, 380–386. https://doi.org/10.1016/j.sbspro.2014.03.175

Tuan, N. M. (2012). Effects of Service Quality and Price Fairness on Student Satisfaction. International Journal of Business and Social Science, 3(19), 132–150.

Voss, R., Gruber, T., & Szmigin, I. (2007). Service quality in higher education : The role of student expectations. Journal of Business Research, 60, 949–959. https://doi.org/10.1016/j.jbusres.2007.01.020

Weerasinghe, I. M. S., Lalitha, R., & Fernando, S. (2017). Students ' Satisfaction in Higher Education Literature Review. American Journal of Educational Research, 5(January). https://doi.org/10.12691/education-5-5-9

Wei, C. C. (2011). Students Satisfaction towards the University : Does Service Quality Matters ? International Journal of Education, 3(2). https://doi.org/10.5296/ije.v3i2.1065

Widi, R. (2011). Uji Validitas dan Reliabilitas dalam Penelitian Epidemiologi Kedokteran Gigi. Stomatognatic (J.K.G. Unej) Vol., 8(1), 27–34.

Wu, M., & Adams, R. (2007). APPLYING THE RASCH MODEL TO PSYCHO-SOCIAL MEASUREMENT A PRACTICAL APPROACH. Melbourne.: Educational Measurement Solutions.

Zile-Tamsen, C. Van. (2017). Using Rasch Analysis to Inform Rating Scale. Research in Higher Education. https://doi.org/10.1007/s11162-017-9448-0

Zohrabi, M. (2013). Mixed Method Research: Instruments, Validity, Reliability and Reporting Findings. Theory and Practice in Language Studies, 3(2), 254–262. https://doi.org/10.4304/tpls.3.2.254-262

Downloads

Published

01-12-2020

How to Cite

Patras, Y. E., & Hidayat, R. (2020). The Effect of Lecturer Service Quality on Students’ Satisfaction in Private Universities. Jurnal Manajemen (Edisi Elektronik), 11(2), 223–238. https://doi.org/10.32832/jm-uika.v11i2.3382