How perceived service quality influences students' satisfaction? Teachers' and students' perspectives

Lazibat, Tonći; Baković, Tomislav; Dužević, Ines

doi:10.1080/14783363.2014.916036

Cited by 46 publications

(33 citation statements)

References 54 publications

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“…Previous studies have concluded that students' attitude towards the role of the tutor conditions skill acquisition, but as can be deduced from the model we tested, although this attitude does not directly influence their satisfaction, it does have indirect effects on it, derived from its influence on the skills that are developed [38]. Our study also confirmed the importance of the tutor, in line with the findings of the study by [62].…”

Section: Discussionsupporting

confidence: 91%

“…The moderating effect of the intensity of the personal relationship with the tutor is much more apparent. A good relationship with the tutor, which continues over time and at a profound level, favours the satisfaction perceived by students [38,39]. Tutor support has been shown to be a precedent for student satisfaction [40], as students experience insecurity when faced with a task requiring a high degree of autonomy such as the UD [41].…”

Section: Potential Moderators: Effort and Relationship With The Tutormentioning

confidence: 99%

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University Student Satisfaction and Skill Acquisition: Evidence from the Undergraduate Dissertation

2020

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One of the main objectives of the Undergraduate Dissertation is to evaluate the skills associated with a degree. Student satisfaction with the training and skills acquired can be an indicator of the quality of higher education. This paper aims to analyse student satisfaction with Undergraduate Dissertation at the Faculty of Economics of the University of Santiago de Compostela (Spain). Based on a survey conducted among 130 students (75.7% of a total of 172 students who presented their UD during the academic year 2013–2014), structural equation modelling was applied to analyse the influence on satisfaction of aspects related to intellectual curiosity and the perception of acquired skills. The results show that the perception of the skills acquired play a crucial role in students’ satisfaction with Undergraduate Satisfaction, conditioned by their perceived future usefulness and backed by personality and motivation elements that encourage their acquisition. The results confirm the significant role played by the tutor, who emerges as an element that boosts the central relations of the model.

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Section: Discussionsupporting

confidence: 91%

Section: Potential Moderators: Effort and Relationship With The Tutormentioning

confidence: 99%

University Student Satisfaction and Skill Acquisition: Evidence from the Undergraduate Dissertation

2020

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“…As as result of the literature review, it is seen that the number of studies using HEdPERF scale is increasing day by day (Ali, Shariff, Said & Mat, 2018;Ali et al, 2016;Ada, Baysal & Erkan, 2017;Banahene, Kraa & Kasu, 2018;Damaris, Surip & Setyadi, 2019;Deveci & Aymankuy, 2017;Firdaus, 2006;Firdaus, 2019;Khalid, Ali & Makhbul, 2019;Lazibat et al, 2014;Mang'unyi & Govender, 2014;Mekic & Mekic, 2016;Muhammad, Kakakhel, Baloch & Ali, (TKA, 2010: 5-73;TKA, 2013: 19-89). This study is intended to identify how tourism students at these three aforementioned universities view the service quality of institutions of higher education.…”

Section: Methodsmentioning

confidence: 99%

Service Quality Measurement of Higher Education Institutions in TR21 Thrace Region: A Study on Tourism Students

Deveci¹

2019

jotags

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The service quality levels of the three higher education institutions in the TR21 Thrace region were found to be slightly above the middle level (x̄3.41). Carried out to identify the link between the sub-dimensions of the higher education service quality scale, the correlation analysis revealed a strong positive relationship. Initially, a Exploratory Factor Analysis (EFA) was performed to establish construct validity of the higher education service quality scale, followed by a Confirmatory Factor Analysis (CFA). As a result of the analysis, it was found that the 6 dimension structure at the scale was verified. It was determined that the obtained compliance values were within the accepted values in the literature. HEdPERF

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“…Kualitas layanan dan kepuasan terkait tetapi berbeda konsep. Kualitas terkait dengan sikap dan lebih tahan lama, sedangkan kepuasan terkait dengan proses konsumsi dan bersyarat (Lazibat et al, 2015). Berbagai penelitian telah membuktikan bahwa kualitas layanan merupakan faktor yang menciptakan kepuasan (Li et al, 2011;Dlacic et al, , 2013;Ho et al, 2013;Stukalina, 2012 Obyek penelitian ini adalah HEdPERF yang berperan sebagai variabel bebas, terdiri atas lima dimensi meliputi (1) aspek akademik yang terdiri atas 9 indikator, (2) aspek non akademik terdiri atas 12 indikator, (3) reputasi yang dijabarkan ke dalam 7 indikator pernyataan, (4) akses yang dijabarkan ke dalam 7 indikator pernyataan, dan (5) responden, sedangkan sisanya yang belum bekerja sebanyak 28 (23,5%) responden.…”

Section: Hedperf Dan Kepuasan Mahasiswaunclassified

Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

2020

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Quality of service plays an important role in the world of education, especially higher education, although there is still debate about the position of students as customers, but it is believed that the quality of service in higher education plays an important role in ensuring the survival of a university. The purpose of this study was to determine the effect of higher education service quality on the satisfaction and loyalty of FEBP UNHI students. The model of higher education service quality used in this study is HEdPERF which consists of five dimensions namely academic aspects, non-academic aspects, reputation, access, and program issues. The sample used was 119 students from management and accounting study programs with simple random sampling technique, and the analysis technique used was path analysis. The results obtained were (1) HEdPERF had a positive but not significant effect on student loyalty, (2) HEdPERF had a positive and significant effect on student satisfaction, (3) satisfaction had a positive and significant effect on student loyalty, and (4) satisfaction mediated the effect of HEdPERF on student loyalty. PendahuluanKemajuan suatu negara saat ini tidak bisa diukur hanya dengan mengandalkan banyaknya sumber daya alam (SDA) yang dimiliki, namun bergantung kepada kualitas sumber daya manusia (SDM) yang ada. Negara-negara minim SDA yang berhasil menjadi negara maju telah membuktikan hal tersebut seperti Singapura, Korea Selatan, Jepang, dan Norwegia. Pendidikan memegang peranan yang sangat vital, baik itu di negara maju maupun negara berkembang. Jika bagi negara maju pendidikan masih memegang peranan vital, maka bisa dibayangkan betapa pentingnya pendidikan bagi negara berkembang seperti Indonesia. Pada tahun 2019, Presiden Joko Widodo yang telah memasuki periode kedua kepemimpinannya memprioritaskan pembangunan SDM secara besar-besaran sebagai prioritas utama dalam menghadapi persaingan global dan cara yang dapat ditempuh untuk mewujudkan cita-cita tersebut adalah melalui pendidikan, baik e-ISSN 2655-9501

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How perceived service quality influences students' satisfaction? Teachers' and students' perspectives

Cited by 46 publications

References 54 publications

University Student Satisfaction and Skill Acquisition: Evidence from the Undergraduate Dissertation

University Student Satisfaction and Skill Acquisition: Evidence from the Undergraduate Dissertation

Service Quality Measurement of Higher Education Institutions in TR21 Thrace Region: A Study on Tourism Students

Peran Kualitas Layanan Dalam Menciptakan Loyalitas Mahasiswa

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