Measurement of student satisfaction and loyalty using service quality model for higher education (HedQual) at industrial engineering department University of Pelita Harapan

Abstract

The Department of Industrial Engineering (IE) at Pelita Harapan University (UPH) strives to continually improve the quality of its services. Previous studies were conducted in 2010 and 2015 using service quality model from Parasuraman. IE UPH wants to increase their student satisfaction; therefore, IE UPH needs to measure it with a customized model because of the distinctive nature of the service. This study develops the ServQual Model for IE UPH, which is named HedQual. The HedQual is predicted to have a positive influence on the students’ satisfaction and loyalty. The most important construct of service quality for IE UPH Students was also measured using consensus. Data collection was done using a questionnaire and distributed to all IE UPH students. The model was tested using PLS-SEM (Partial Least Square – Structural Equation Modeling). The final model shows that HedQual consists of Academic and Non-academic. HedQual, Reputation and Learning Outcome have a significant and positive effect on Student Satisfaction. Student Satisfaction has a significant and positive effect on Student Loyalty. The most important service quality for IE student from the consensus calculation is the attitudes and sincere interests of lecturers in helping the students.