The Advocacy Model of Indonesian Chinese Students, the Affluent Market

Abstract

Increasing demand for education services and supply in the number of higher education institutions in Indonesia, both local and foreign universities require private universities to build, improve and sustain their competitiveness. Among others, Indonesian Chinese students are considered as the main consumers of most private universities in Indonesia. The purpose of this study is to investigate the advocacy model of Indonesian Chinese students at private universities Jakarta. A causal design survey was applied out of 250 Indonesian Chinese students. The data were analysed by using the Structural Equation Modelling (SEM) and Lisrel 8.8 software package. The findings revealed that there were positive influences of trust (β = 0.640) and service quality (β = 0.270) on advocacy. The influence of trust as a mediating variable increased the total effect of service quality on advocacy (β = 0.590). Furthermore, service quality (β = 0.510) and image (β = 0.470) were also known to be positively influencing trust. The finding will help managers and leaders of private universities to understand the significant effect of certain factors, especially trust on the advocacy of their students. To improve student trust, the university must maintain and improve the service quality offered.

Exploring Relationship among E-Learning Platforms, Technical System Quality and Perceived Students’ Satisfaction on Higher Educations’ System for E-Learning

“…Given that educational institutions are institutions that provide services, usually, a service quality approach is used to assess the quality of learning (Leonnard, 2018a). The quality of service in higher education is believed to have a significant relationship to loyalty (Leonnard et al, 2015) and to trust (Leonnard and Susanti, 2019). To evaluate service quality, there are 2 indicators including technical quality and functional quality (Grönroos, 1984).…”

“…Satisfaction is the accumulation of consumer perceptions and behaviors derived from the total benefits obtained (Wu, Tennyson and Hsia, 2010). Student satisfaction has gained much attention lately due to a rising competition among universities to attract and retain students (Leonnard and Susanti, 2019). That is of particular concern, especially in private universities.…”

“…admissions on higher education allowances and operational costs. Among many factors that have positive effects on students' satisfaction, service quality has been considered as the key factor (Leonnard et al, 2015;Leonnard and Susanti, 2019;Alemu and Cordier, 2017) as well as perceived value (Doña-Toledo, L., Luque-Martínez and Del Barrio-García, 2017;Leonnard, 2018a;. E-satisfaction is the level of consumer satisfaction with purchasing experience through online sites (Anderson and Srinivasan, 2003).…”

Penyuluhan Practical Approach of Service Excellent untuk Dosen dan Karyawan di Fakultas Hukum Universitas Tarumanegara

“…Kemampuan perguruan tinggi dalam memenuhi keinginan konsumen mereka melebihi ekspektasi akan membawa kepada kepuasan, image positif, word of mouth dan loyalitas (Leonnard, Daryanto, Sukandar & Yusuf, 2015;Leonnard & Susanti, 2018). Service excellence tersebut merupakan bagian integral dari jasa pendidikan tinggi yang melibatkan berbagai pihak termasuk para dosen dan karyawan serta para stakeholder lain yang bertanggung jawab langsung dalam penyediaan jasa berkualitas terhadap mahasiswa mereka (Matlay, 2009).…”

“…Penelitian menunjukkan bahwa loyalitas konsumen memberikan pengaruh yang lebih besar bagi organisasi dibandingkan laba (Reichheld & Sasser, 1990). Pada institusi penyedia jasa pendidikan seperti universitas, mahasiswa yang loyal bukan hanya memberikan manfaat bagi mereka sendiri untuk menyelesaikan pendidikan atau melanjutkan ke jenjang yang lebih tinggi, namun juga akan menjadi agen bagi calon mahasiswa untuk memilih institusi yang sama (Leonnard & Susanti, 2018). Hal ini secara langsung akan memberikan dampak positif bagi pertumbuhan dan laba institusi, khususnya pada perguruan tinggi swasta yang tidak mendapatkan sumber dana langsung dari pemerintah.…”