Academic Service Quality Research Articles

Kepuasan Mahasiswa terhadap Biro Administrasi dan Registrasi Akademik di Universitas Stella Maris Sumba

This research aims to analyze the level of student satisfaction with the services provided by the Academic Administration and Registration Bureau at Stella Maris University, Sumba. The method used in this research is a survey with a quantitative approach, where data is collected through questionnaires distributed to students from various study programs. Data analysis was carried out using descriptive statistical techniques to describe the characteristics of respondents and their level of satisfaction with various aspects of service, including speed of service, quality of information, and the attitude of bureau officers. The research results show that the majority of students are satisfied with the services provided, although there are several aspects that need to be improved, such as response time to questions and completeness of the information provided. This research provides recommendations for service improvements, including increased training for bureau staff and the development of more efficient information systems. It is hoped that these findings can contribute to improving the quality of academic administration services at Stella Maris University, Sumba.

Implementation of Quality Management in Improving Academic Services

This research aims to reveal and analyze (1) To analyze quality planning in improving academic services at Tanjung Pura STAI-JM Tanjung Pura, (2) To analyze quality control in improving student academic services at STAIJM Tanjung Pura, (3) To analyze quality improvement in improving student academic services at STAIJM Tanjung Pura. The type of research used is qualitative research. Data collection techniques include: observation, interviews and documentation. The data obtained from the research results were processed using descriptive qualitative data analysis. The results of this research: (1) planning the quality of academic services in the research results that in their planning, universities prepare for achieving academic services through RENSTRA. In which there is an academic service achievement with an achievement, namely E. Academic and student affairs, which includes services such as E. Journals, E. Letters, academic calendars, student guidelines and student activities. (2) quality control in improving academic services, of course Higher education prepares a strategy that has been planned so that with this strategy it is easy to achieve it. The strategy being prepared is to provide a service to students, both academic and non-academic services. (3) Jam'iyah Mahmudiyah Tanjung Pura High School in improving the college's academic services, one of which is by improving the provision of the best services aimed at improving the quality of the college. The third finding in this research in improving the quality of STAI-JM Tanjung Pura's academic services is by increasing good cooperation with related agencies such as government, agencies, the Ministry of Religion, not only in the world of government but in the community environment, MOA Educational Institutions both domestically and Overseas . This aims to provide a way for students to develop in their knowledge. Whether it is providing a forum for student training or KKN.

Students’ Satisfaction with Academic Service Quality in Guidance and Counseling Study Program

Students’ Satisfaction with Academic Service Quality in Guidance and Counseling Study Program

KEPEMIMPINAN TRANSFORMASIONAL KEPALA SEKOLAH TERHADAP KUALITAS LAYANAN AKADEMIK

The quality of school academic services is an effort provided by educational institutions in the form of responsive, friendly and accurate service, providing individual attention, providing adequate facilities and administration to meet the expectations and satisfaction of users of educational services in the field of learning. The aim of this research is to describe the influence of transformational leadership on the quality of academic services at A-accredited private MTs in Pamijahan Bogor District. The number of samples taken was 102 teachers, using a probability sampling method with a simple random sampling technique. The research method used is quantitative research with data collection techniques using questionnaires. The data analysis technique used is simple linear regression. Based on the results of the analysis, it was found that transformational leadership has a positive effect on the quality of academic services. This shows that the stronger the transformational leadership, the higher the quality of academic services available at the school. Therefore, to improve the quality of academic services, we hope to pay more attention to the transformational leadership of school principals in order to improve the quality of academic services.

Quality of Academic Services in the Academic Administration Section

Quality of Academic Services in the Academic Administration Section

A Study Examining the Customer Service Experience Using the Partial Least Square (PLS) Approach, with a Particular Focus on Personal Interaction Encounters and Customer Involvement

The relationship between academic achievement, student happiness, and the quality of academic services provided by university staff is a critical issue in Malaysian public higher education. This correlation highlights the importance of understanding the factors that influence the interactions between academic staff and students. Knowledge of the variables affecting how academic staff members and service encounters interact is quite important. This study aims to examine the influence of personal interaction encounters and customer involvement on the level of customer service experience provided by academic staff at Malaysian public universities. To gather data from 454 academic faculty members at Malaysian public universities, a self-administered questionnaire was developed. PLS 4.0 was used in this work and proportionate stratified random sampling was utilized. The results showed significant relationships between consumer involvement and personal interaction encounters with customer service experience. By acknowledging and addressing these variables, Malaysian public universities can foster more positive and productive interactions between staff and students or other stakeholders, ultimately improving the academic experience.

NÂNG CAO CHẤT LƯỢNG DỊCH VỤ HỖ TRỢ HỌC TẬP GÓP PHẦN ĐỔI MỚI GIÁO DỤC ĐẠI HỌC

Today, academic support services have become increasingly important to universities because they can help students develop knowledge and skills to more easily achieve success during university studies, thereby contributing to developing the reputation of training institutions. Therefore, many universities around the world have increasingly focused on developing academic support services. In Vietnam, academic support services at universities have begun to receive attention but have not really reached the quality commensurate with learners' requirements. Through understanding the theoretical basis of the quality of academic support services in higher education, as well as analyzing the current status of the quality of academic support services at a number of domestic and world universities, the study proposes a number of recommendations on improving the quality of academic support services to contribute to the innovation of Vietnamese higher education. Keywords: Academic support services; higher education; quality.

Survey of Academic Service Quality in Primary Schools

Quality academic services provide a conducive and supportive learning environment for all education customers at every level of education, and primary schools are no exception. However, the facts in the field show that there are still complaints from teachers, students, and parents regarding academic services in elementary schools. This study aims to analyze the level of academic service quality in elementary schools in Sumedang Regency, focusing on the five main dimensions of reliability, responsiveness, assurance, empathy, and tangibles. This research is a quantitative study using a survey method involving 50 elementary school teachers. The results showed that the quality of academic services in elementary schools in Sumedang Regency fulfills five dimensions with an average of high quality and has been able to meet the expectations and needs of teachers, resulting in satisfaction and good perceptions in the implementation of effective and efficient academic services even though the dimensions of reliability, empathy, and tangibles still need improvement. This research is expected to contribute to schools’ supporting decision-making and determining solutions in more specific areas to realize quality academic services.

Student Perceptions of the Role of Tutors in Office Administration Courses in Public Administrastion Study Program of Universitas Terbuka

Whether a student is successful or not in undergoing lectures really depends on the role of the tutor in guiding the student. In this regard, the role of the tutor is very important because the tutor is a facilitator of learning for students. The problem currently occurring at the Universitas Terbuka is that there are many tutors who teach not in accordance with student expectations, such as not assessing discussions and assignments, not responding quickly to obstacles faced by students, not opening up discussion space and so on. For this reason, there needs to be a perception from students as a form of evaluation of the role of tutors in providing academic services to students so that they become quality graduates and can compete internationally. The aim of this research is to analyze student perceptions of the role of tutors in office administration courses as an effort to improve the quality of tutors' academic services to students. The research method used is quantitative. Research data was obtained directly from the field through a survey, namely by filling in a Google form. The selection of informants was based on purposive sampling. As for data analysis, researchers used interactive analysis. The research results show that students' perceptions of the role of tutors in Office Administration courses at the Universitas Terbuka are generally positive. The students assessed that the tutor was able to clearly convey the objectives and plans for learning activities, explain important concepts, and provide initiation materials equipped with supporting media such as video, audio or relevant articles. This shows that tutors play an important role in helping students understand the material and improving the quality of academic services, which ultimately supports students in competing on the international stage.

Academic service quality, student satisfaction and loyalty: a study at higher education legal entities in Indonesia

PurposeThis study aims to explore the influence of academic service quality on student satisfaction and loyalty, based on a study at Higher Education Legal Entities (HELE) in Indonesia. HELE is a policy in higher education that empowers these institutions to become autonomous in management. Academic service quality (ASQ) is an essential aspect of fostering the satisfaction and loyalty of students.Design/methodology/approachThis study uses the descriptive quantitative and regressive survey approach to examine the influence of academic service quality on student satisfaction and loyalty. The population in this study encompassed all students from HELE. Meanwhile, 750 students were purposefully selected from 16 HELE in Indonesia. Data were collected using validated and reliable questionnaires. The garnered data were analyzed using a structural equation model through Smart PLS 3.FindingsThis study finds that (1) there is a significant direct influence of academic service quality on student satisfaction in HELE, (2) there is a reasonably direct influence of student satisfaction on student loyalty in HELE. (3) ASQ of HELE has a feeble direct influence on student loyalty and (4) there is a moderate indirect impact of academic service quality on student loyalty, mediated by student satisfaction at HELE in Indonesia.Research limitations/implicationsThe research was conducted across 16 HELEs in Indonesia. Many other universities do services and of course impact on satisfaction and loyalty for students, but are not included in this research. Besides that, other aspects are not included in this research either. Based on that condition, this result cannot cover all aspects of others in all universities in Indonesia.Practical implicationsThe practical implication of this study’s results for the leaders of HELES is to commit to student-centered, service-oriented tactics and actions for establishing student loyalty. Besides, these institutions must prioritize developing and maintaining profitable customer relationships in this changing world and offer an agenda for the future research.Social implicationsThe social implication will be indicated by higher universities to always improve the service quality of academics, with continuous improvement in the future. It has to do with every university so that student satisfaction improves, and student loyalty improves too. Exiting HELE in the future depends on the variables of service quality for stakeholders in the community around. If the community gets satisfaction, in the future, they will be back to support the HELE in the future.Originality/valueThe results of this study are original and novel, and strengthen the findings of previous research that there is an effect of academic service quality on student satisfaction. It confirms the effects of satisfaction on loyalty, along with the effects of academic service quality on loyalty mediated by satisfaction. These results rejected previous results that there are effects of academic service quality on student loyalty in HELE as organizations.

Quality assessment of graduate services: Kano model application to a Peruvian university

Graduate higher education coverage has expanded worldwide due to globalisation, the demand for more specialised human resources and online education, exacerbated by the COVID-19 pandemic. This article validates an evaluation model of academic service quality in graduate studies that integrates HiEduQual instruments with the Kano method for graduate students at a Peruvian university. A survey was conducted among graduate students (masters programmes and continuing education) at Universidad Continental, obtaining 326 responses. The study found that the attributes that have the greatest impact on student satisfaction include the presence of foreign professors, international activities, continuous improvement of university infrastructure and constant evaluation; the dimension associated with internationalisation plays an essential role in the satisfaction of graduate students, particularly in a globalised context.

Kontribusi kompetensi guru terhadap kualitas layanan akademik di MAN se-Kabupaten Kulon Progo

Purpose − The aim of the study was to determine the contribution of educator competencies to academic service quality, to know the contribution of pedagogic competence to academic service quality, to know the personality competency contribution to service quality, to know the contribution of professional competence to academic service quality, and to contribute social competence to academic service quality in MAN Kulon Progo Regency.
 Method − This type of research is quantitative research. The variables of this study are pedagogical, personality, social, professional, and academic service quality competencies. The population in this study were 134 teachers. The sample of this study was 100 respondents, taken proportionally random sampling with an error rate of 5%. The data collection technique uses a questionnaire. The analysis uses multiple linear regression.
 Findings − Conclusion of the study: teacher competence contributes positively to academic service quality, meaning that the higher the competency of the teacher, the higher the quality of academic services. Pedagogic competence contributes positively to the quality of academic services, meaning that the higher the pedagogical competence, the higher the quality of academic services. Personality competencies contribute positively to academic service quality, meaning that the higher the personality competency, the higher the quality of academic services. Professional competence contributes positively to academic service quality, meaning that the higher the professional competence, the higher the quality of service for the academy. Social competence contributes positively to academic service quality, meaning that the higher the social competence, the higher the quality of academic services.

Analysis of student satisfaction with the quality of academic library services at state Christian religious higher education institutions

This study aimed to obtain accurate information about the student satisfaction level with academic library services in State Christian Religious Higher Education institutions and to evaluate the performance of each attribute service. A quantitative approach involving descriptive statistical methods was used. For data collection, a questionnaire comprising 16 statements, validated by five experts, was employed and the data were gathered from 382 students across three participating State Christian Religious Higher Education institutions. The data analysis employed descriptive statistical methods and involved the use of the Customer Satisfaction Index (CSI) formula and the Importance Performance Analysis (IPA) method. The results showed that the percentage of overall student satisfaction level for academic library services was 66.24%, indicating students were largely content with these services. However, there was room for improvement in the performance of these services. This study identified certain service attributes such as internet accessibility, library collection, library catalog system, timeliness of library opening and closing, library staff readiness, and the speed of library staff in handling requests, which were found to provide low satisfaction levels to students. A comprehensive performance evaluation for each academic library service attribute resulted in a mapping visualized through the four quadrants of the Cartesian diagram. The management of the State Christian Religious Higher Education must develop various facilities for library operational support and also staff competencies to improve the academic library services.

The Effect of Academic Services on Student Satisfaction Faculty of Social Sciences and Law, Manado State University

Satisfaction refers to the level of feelings after comparing the perceived performance or results within expectations.Higher education leads to a place or forum to produce qualified human resources. The purpose of this study was to determine the extent of the influence of Student Satisfaction on Academic Services at the Faculty of Social and Law Sciences, State University of Manado to improve quality-based service quality. This research was conducted in the even semester, namely in the academic year 2021/2022. The technique of collecting data is using a questionnaire. There has been no research conducted on the effect of academic services on student satisfaction at the Faculty of Social and Law Sciences, State University of Manado, so this research is expected to improve the quality of academic services. Based on the analysis results obtained Ŷ = 3.105 +1.114 x where academic services have a verifiable effect on student satisfaction at the Faculty of Social Sciences and Law, State University of Manado.The results of the correlation show that the value of r = 0.874 proves that the relationship between Academic Services (Variable X) and Student Satisfaction (Variable Y) has a close relationship.

Towards Industry 4.0: Innovation of Digital-Based Academic Administration System in Islamic Religious Universities

The Industry 4.0 era demands digitalization in all fields, including public services in the higher education sector. This research aims to develop a digital-based academic administration service system. The research was conducted at the Faculty of Tarbiyah and Keguruan Sciences, Institut Agama Islam Negeri Palopo. The development method used was Rapid Application Development (RAD), with stages of requirements planning, system design, development and feedback collection, and product implementation. This research involved staff or education personnel and web developer experts. Data were collected through observation and validation questionnaires and analyzed descriptively using percentage techniques to determine validity. Product validity was tested by expert web developers through analysis using the Aiken V formula. This research provides an important understanding of the importance of digitalization in improving the efficiency and quality of academic administration services in the digital era. The results of this study provide a significant contribution to developing a digital-based academic administration service system and can be a foundation for further research and development in the future. This research significantly impacts academic administration practice by contributing to a digital-based service system. These findings can be the basis for further research and development on optimizing academic administration services in the digital era.

Brand Reputation Management in a Chinese Higher Educational Institution

Brand reputation management is of increasing importance in the highly competitive landscape of higher education institutions, particularly in the context of Chinese culture. This study explores the challenges and strategies related to managing brand reputation in a Chinese higher educational institution. It highlights the significance of brand reputation in attracting students, faculty, and external support, making it a critical aspect for these institutions. Drawing on the Reputation Quotient Model, this research examines reputation in terms of innovation, workplace culture, social responsibility, financial performance, emotional appeal, and products and services. It also explores the interplay between brand association, brand identity, and the overall quality of academic services and how these factors affect the perception of the institution. The study's findings reveal that the perceived quality, brand association, and brand identity play pivotal roles in shaping the brand reputation management of Chinese higher education institutions. The research provides valuable insights for institutions to enhance their brand management strategies, thus attracting and retaining high-quality faculty and students while fostering engagement with stakeholders and alumni. Additionally, it emphasizes the need for institutions to balance global and local perspectives to maintain brand relevance and reputation in the competitive higher education market. Ultimately, the study underscores the critical role brand reputation plays in the success of higher education institutions in China.

Students' Satisfaction with Academic Service Quality in Guidance and Counseling Study Program

Students' Satisfaction with Academic Service Quality in Guidance and Counseling Study Program

Faculty Members’ Perceptions And Expectations Of The Quality Of Administrative Academic Services At Jordanian Universities

Faculty Members’ Perceptions And Expectations Of The Quality Of Administrative Academic Services At Jordanian Universities

Investigating Academic Service Quality in Ethiopian Public Higher Education: Insights from Students’ Perspectives

Investigating Academic Service Quality in Ethiopian Public Higher Education: Insights from Students’ Perspectives

Influence of the Quality of Academic Information Systems (SIAKAD) and Service Quality on Student Satisfaction Faculty of Economics and Business Utp Surakarta

The purpose of this study is to address the academic and administrative problems of the Academic Information System (SIAKAD). This research uses quantitative techniques, analytical descriptive methodology, and collects primary data by sending online questionnaires through Google Form to UTP Surakarta students who are customers of SIAKAD services at the Faculty of Economics and Business. Meanwhile, secondary data for this study was collected from literature studies. The population of this study is 160 FEB students who are regular users of SIAKAD and are enrolled in one of the two study programs Bachelor of Management or Bachelor of Accounting. Proportional random sampling is the method used in the sampling procedure. Based on the research, student satisfaction at the Faculty of Economics and Business UTP Surakarta is strongly influenced by the quality of administrative services and SIAKAD.