HIEDQUAL (High Education Quality) Dan Kepuasan Mahasiswa: Peran Reputasi Universitas Sebagai Variabel Mediasi

Abstract

Customers are the main part for the success of any business. Measurement of customer satisfaction is becoming vital for the long term sustainability of any organization especially service organization. In higher education context, student is a primary customer. So student satisfaction is important concept in facing increased pressure of the competition in the education service industry. It is vital for high education institution to have a proper understanding what determinants of student satisfaction. The most of customer satisfaction study have focused on service quality as an antecedent of student satisfaction. Model of service quality that will be examined in this study is HiEDQUAL model of service quality. Five aspects in measuring service quality are teaching and course content, administrative service, academic facilities, university facilities, and service support. This study will also test the role of university reputation as a moderator variable. Samples of this study are active students of Faculty of Economics of Maranatha Christian University. Questionnaires will distribute for 350 students. Research hypothesis will be tested with regression analysis for moderating variable.
 
 Keywords: Service Quality, High Education Quality, Reputation, Customer Satisfaction

Measurement of Higher Education Servive Quality Using Hedperf and Hiedqual Importance Performance Analysis Methods

“…The use of this method allows a comprehensive assessment of education quality, taking into account factors such as teaching, facilities, extracurricular activities, and social contexts. HIEDQual has been used to check determinants of student satisfaction, including the role of university reputation as a moderator variable (Tjahyadi et al, 2018). This scale of measurements provides valuable insights to improve the quality of service and increase student satisfaction in higher education institutions by applying this measurement approach.…”

“…Research conducted by (Tjahyadi et al, 2018), (Febriani et al, 2022) and (Oladipupo et al, 2021) using the HiEDQUAL (High Education Quality) approach found that service quality is an important concept in the higher education context which can affect student satisfaction with the services provided. In contrast to previous research, this study measures the level of student satisfaction with the quality of service at Bung Hatta University using the Importance Performance Analysis method by combining the HedPERF and HiEDQUAL approaches.…”

Pengaruh Kualitas layanan Terhadap Kepuasan Mahasiswa dengan Moderasi Budaya Organisasi dan Reputasi

“…Berdasarkan hasil tersebut dapat disimpulkan bahwa reputasi tidak berpengaruh secara signifikan sebagai moderasi antara kualitas layanan terhadap kepuasan mahasiswa atau dengan kata lain hipotesis kelima ditolak. Penelitian ini sejalan dengan Tjahyadi et al (2018) namun terdapat perbedaan antara Saleem et al (2017) dan Budiarti (2018). Perbedaan hasil ini bisa disebabkan oleh perbedaan indikator yang digunakan, dalam penelitian ini indikator reputasi diambil dari tiga jurnal, sehingga dapat menyebabkan perbedaan hasil dengan penelitian sebelumnya.…”