Influence of Student Satisfaction on Service Quality: A Framework to Measure Quality of Education in Indonesian Private Higher Education Institutions

2021 ◽  
pp. 831-837
Author(s):  
Ainun Nazriah ◽  
Amilia Hasbullah ◽  
Azhari Azis Samudera
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Higher Education Institutions ◽  
Private Higher Education ◽  
Quality Of Education ◽  
Private Higher Education Institutions

scholarly journals The Effect of Service Quality on Internal Stakeholder’s Satisfaction: Evidence from Private Higher Education Institutions in UAE

2021 ◽  
Vol 05 (01) ◽  
Author(s):  
Dr. Hany Mamdouh Selim ◽  
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Private Higher Education ◽  
Survey Method ◽  
Educational Services ◽  
Primary Concern ◽  
Private Higher Education Institutions ◽  
Internal Stakeholders

Higher education is considered as the shield of the nations and the benchmark of progress, it is essential for it to be sustainable and to have continuous development. Private Higher Education plays a key role in the UAE, attracting many students. There is a great competition between these institutions in terms of providing the appropriate educational services, to win and satisfy the stakeholders. Undoubtedly, the satisfaction of stakeholders with the quality of educational services provided is the primary concern of any educational institution. The focus on the student takes special. However, the satisfaction of the staff who works to provide this service is also important and to be taken care of with high importance. Hence, the main purpose of this study is to focus on the quality of higher education services and its impact on the internal stakeholders’ satisfaction in the private higher education institutions in the UAE. HEdPERF and SERVPERF compiled scale was used for evaluating service quality and internal stakeholders’ satisfaction and survey method utilized to gather the data. A total number of 1264 students, 54 Professors and 93 non- academic staff participated in the survey.

scholarly journals MEASURING THE STUDENTS’ PERCEPTION OF SERVICE QUALITY

2012 ◽  
Vol 11 (1) ◽  
Author(s):  
Leonardi Lucky Kurniawan ◽  
N. Purnomolastu .
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Perceptions ◽  
Higher Education Institutions ◽  
Student Perception ◽  
Mean Value ◽  
Quality Of Education ◽  
Validity And Reliability ◽  
Chi Square

Like in many other countries, higher education institutions in Indonesia are facing intense competition as the higher education market becomes globalized and competitive pressure intensifies. It is essential that higher education institutions continually monitor the quality of their services and commit themselves to continuous quality improvements in order to respond to the needs of their stakeholders. Measuring service quality in higher education is thus essential In order to provide a comprehensive view of the quality of education, it is valuable to assess not only student perceptions of their educational outcomes but also their perceptions of the manner in which polytechnic education is provided.This study aims at measuring the students’ perception of the service quality of education in a department; identifying differences of the student perception on the service quality based on their academic profiles; identifying which service attributes are more influential in providing service in higher education; and offering recommendation to the management which area(s) still need(s) some improvement.Using the 5-scale questionnaires, the researchers collected the data for the study from graduates of the 5 departments- Accounting, Marketing Management, Secretary Foreign Business Language and Taxation. Pearson Chi-Square and Alpha Cronbach techniques were used to test the validity and reliability before analyzing the data from the questionnaire. Descriptive statistics was deployed to find out the mean value of each indicator. This was followed bv Dummy Regression analysis.    JThe findings of the study suggest that faculty plays the most prominent indicator in reflecting the students perception of service quality of department.

scholarly journals Service quality – Cases of private higher education institutions explored

2014 ◽  
Vol 11 (2) ◽  
pp. 402-414 ◽  
Author(s):  
Riaan Dirkse van Schalkwyk ◽  
Rigard J. Steenkamp
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
South African ◽  
Higher Education Institutions ◽  
Private Higher Education ◽  
Niche Markets ◽  
Private Higher Education Institutions ◽  
Educational Need ◽  
Questionnaire Surveys ◽  
Primary Service

The South African higher education landscape has changed significantly. PHEIs (private higher education institutions) play a more important role although they are not yet fully acknowledged as higher education “universities”. This may be a strategic incentive for service quality excellence. It seems if the market responds well to PHEIs, because they complement the higher educational need and cater for unique niche markets. The article reports on the level and importance of service quality in three cases of South African PHEIs with the focus on primary service quality dimensions. The purpose of the study was to explore the strategic importance of service quality at PHEIs per se, its general service quality status and their endeavours to manage (measure and improve) service quality. The investigation followed a mixed method approach and applied interviews, observation and questionnaire surveys (using the SERVQUAL instrument). Case research has consistently been of the most powerful research methods in operations and quality management, particularly in contributing to the paucity of literature and the development of new theory and/or new hypotheses. Besides the paucity of literature, the results indicate that service quality at the PHEIs is a high strategic priority and may be a higher priority than service quality at public universities (a hypothesis for further investigation).

Increase in the demand for private higher education: unmasking the “paradox”

2016 ◽  
Vol 30 (2) ◽  
pp. 232-251 ◽  
Author(s):  
Evelyn Chiyevo Garwe
Keyword(s):  
Higher Education ◽  
Higher Education Institutions ◽  
Public Institutions ◽  
Private Higher Education ◽  
Private Institutions ◽  
Content Type ◽  
Factors Influencing ◽  
Private Higher Education Institutions

Purpose – It is considered a mystery by many people that, despite charging significantly higher fees when compared to public institutions, research has shown an increase in the demand and enrolments at private higher education institutions. The purpose of this paper is to investigate the critical factors considered by students when deciding to make private higher education institutions their institution of choice. Design/methodology/approach – The study uses a case study approach and draws data from all the six private higher education institutions in Zimbabwe. Self-administered questionnaires were given to students representing at least 5 per cent of the student enrolment and representing all gender, study disciplines and levels of study from each university. Findings – Irrespective of gender, six main factors influencing student choice were identified to be, in order of priority: access and opportunity; promotional information and marketing; reference or influence by others; quality of teaching and learning; fees and cost structure, and finally academic reputation and recognition. Research limitations/implications – The research was focused on a case study of Zimbabwe. Practical implications – The study has implications on the way private higher education institutions market, manage and sustain the quality of educational provision. The study therefore provides private institutions with useful and practical insights on what students want in their institution of choice. This will assist these institutions in strategising in order to sustain or gain competitive advantage and to maximise on the increasing demand for private education. Implications to government and public institutions are also given. Social implications – The study recognises the critical role played by private universities in improving access and recommends African Governments who face financial and resource constraints to fund and expand public universities to encourage private higher education as a meaningful and viable way to improve access and provide higher education opportunities to potential students. Originality/value – The study contributes to the current dearth of literature on factors influencing student choice to study with private institutions.

scholarly journals The exploration of service quality and its measurement for private higher education institutions

2019 ◽  
Vol 18 (2) ◽  
pp. 83-107 ◽  
Author(s):  
R Dirkse Van Schalkwyk ◽  
R J Steenkamp
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Internal Validity ◽  
Service Industries ◽  
Private Higher Education ◽  
Research Approach ◽  
Service Quality Management ◽  
Private Higher Education Institutions

The strategic importance of service excellence for service industries places the focus on service quality leadership, service quality management systems, service quality dimensions and the measurement of service quality. Many businesses such as private higher education institutions (PHEIs) regard service quality excellence as the single most important and distinct competence for survival and sustainability. The paucity of literature on the topic does not reflect the substantial growth of PHEIs in South Africa, and this paper explores service quality in this context. This exploratory study focuses on service quality (general insights), the need for service quality management and measurement at PHEIs, and the practical value of the SERVQUAL methodologies. The research approach is exploratory in the sense that it involves a literature review and an empirical application of the SERVQUAL instrument at a PHEI. The results (with internal validity) indicate the following three factors: the increasing strategic importance of service quality at PHEIs; good service quality levels at the PHEI studied; and why and how SERVQUAL (and SERVPERF) can benefitt PHEIs.

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