Abstract
Nowadays higher education is facing tight competition among others. So its education management needs to be aware on this condition by paying attention on its service quality to improve students’ satisfaction. This research is done by spreading the questionnaires to 136 respondents or students from one of university in Surabaya using judgement sampling. By using AMOS 6.0 programme of SEM, it shows that lecturer abilities do not effect significantly towards lecturer performance, whereas lecturer attitudes effects lecturer performance, and both performance delivery and laboratories effects service quality significantly, lecturer performance and service quality effect quality education and quality education effects students’ satisfaction.
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