Student Service Quality Research Articles

A Study on Innovation in Student Service Models at Vocational Colleges Based on One-Stop Student Community

With the development of society and the adjustment of industrial structure, vocational education has become increasingly important in China s education system. Vocational colleges, as the main institutions for cultivating technical and skilled talents, bear the responsibility of delivering high-quality applied talents to society. Against this backdrop, the concept of a one-stop student community has gradually gained attention as a new model for student services. This model integrates various service resources to provide a comprehensive and integrated service platform, aiming to enhance the convenience and effectiveness of services. Therefore, a systematic study on the application and innovation of the one-stop student community in vocational colleges is of significant practical significance and theoretical value for improving the quality of student services and educational outcomes.

Inovasi Model Kebijakan dalam Meningkatkan Kualitas Layanan Kemahasiswaan: Suatu Tinjauan Literatur

This article or writing aims to discuss or find out about a problem that arises in the literature review of thirty journals related to the quality of student services so that later a policy model or framework can be provided to answer existing problems. The problems found in the literature review are focused on public services or student services. To approach this problem, Edward's theory is used as a reference, which consists of four variables, namely those related to communication, resources, disposition, and bureaucratic structure variables. Then the data is taken or collected through literature study or analysis of the thirty journals and then analyzed qualitatively. This study concludes that the Student Service Policy Model Innovation produces a model consisting of five alternative policy concepts or a mixture of public service models and public policy implementation models, namely Improving Financial Management, Development of Infrastructure and Digital Services, Improvement of Administrative Services, Improvement of Assurance and Empathy Aspects and Optimization of Library Services.

Evaluation of Using Odua Weston Jambi Hotel Services: The Influence of Internship Student Service Quality on Consumer Satisfaction

Purpose of the study: The aim of this research is to analyze the influence of student interns on service quality and consumer satisfaction in using the services of the O2 Weston Hotel in Jambi, which is an important factor in improving the guests' stay experience.
 Methodology: This research method uses a quantitative approach by randomly sampling 60 consumers of the Odua Weston Hotel in Jambi. Data was collected through a survey using a questionnaire compiled based on variables related to service quality and consumer satisfaction. Data analysis was carried out using a regression test to measure the relationship between the variables involved in this research.
 Main Findings: The research results show that there is a significant relationship between service quality and consumer satisfaction in using the services of the Odua Weston Hotel in Jambi. Regression analysis shows that service quality has a strong positive influence on consumer satisfaction, with a high and statistically significant regression coefficient value. This shows that the higher the quality of service provided by the hotel, the higher the level of consumer satisfaction.
 Novelty/Originality of this study: The novelty of this research lies in the approach of using regression methods to explore in depth the influence between service quality and consumer satisfaction at the Odua Weston Hotel in Jambi, which provides a valuable contribution in strengthening understanding of the factors that influence consumer satisfaction in the context of the hotel industry.

ИССЛЕДОВАНИЕ КАЧЕСТВА УСЛУГ ВЫСШЕГО ОБРАЗОВАНИЯ И УДОВЛЕТВОРЕННОСТИ СТУДЕНТОВ ОБРАЗОВАНИЕМ

In recent years, the number of universities has gradually increased, and competition has become increasingly fierce. In the past, universities focused only on quality education and research, but now the quality of education is closely linked to student satisfaction. Higher education services should be based on an understanding of the needs of students, research on the quality of higher education services and student satisfaction not only contribute to the development of higher education institutions, but also have broad significance for society. Based on the research of scientists at home and abroad, the current problems of the quality of higher education services and student satisfaction are analyzed, as well as proposals for improving the quality of higher education services for students are put forward.

The Role of Artificial Intelligence Technologies in Improving the Quality of Services Provided to Overseas Students.

This study aimed to reveal the role of artificial intelligence technologies in improving the quality of services provided to foreign students at the Faculty of Education, Assiut University, from their perspective. A descriptive analytical approach was used, and the study sample consisted of 410 male and female students. The results of the study showed that the use of artificial intelligence technologies at Assiut University from the perspective of foreign students came to a good degree, and the quality of services provided to students came to a moderate degree. The results showed that there is a role for artificial intelligence fields in improving the quality of student services at Assiut University. Keywords: Quality of services, artificial intelligence technologies, electronic services.

Quality of Educational Services and Experiential Marketing on Student Satisfaction and Its Implications on Student Trust Evidence

Objectives: This study aims to find out, examine, and obtain the results of an analysis of the quality of educational services, experiential marketing, student satisfaction, and student trust to determine the magnitude of the influence of the quality of educational services and experiential marketing on student satisfaction and its implications for trust. Methodology: The method used is descriptive and verification. Determining the sample size in the study used the Slovin formula where a sample of 378 respondents was obtained.Finding: The descriptive study found that the quality of educational services and experiential marketing was perceived as good, student satisfaction was perceived as satisfied, perceived trust was sufficient. Meanwhile, using SEM, the results show that there is an effect of the quality of educational services and experiential marketing on student satisfaction both partially and simultaneously, there is an effect of student satisfaction on student trust.Conclusion: The quality of educational services for students of the management study program accredited A at Private University in Bandung Metropolitan is perceived as good, this is based on the results of the average score of respondents' answers being in the good category.

Empowering Education: Unleashing Teacher Self-Efficacy in Harnessing Instructional Technologies for Elementary-Level Students with Hearing Impairment

Purpose: The primary aim of this descriptive study was to assess the self-efficacy of teachers working with hearing-impaired students at the elementary level in utilizing instructional technologies.
 Design/Methodology/Approach: This survey-based research was conducted among hearing-impaired teachers in the Punjab Province. A sample of 124 teachers was randomly selected. The data collection tool employed was a questionnaire consisting of four and five-point Likert scale items. Data collection was performed through personal interviews, telephone interviews, and Google Forms. The study utilized both descriptive and inferential statistics, employing SPSS for data analysis. The research framework included components related to teacher self-efficacy in instructional technology, the variety of technologies employed in the classroom, factors influencing self-efficacy, and sources of self-efficacy.
 Findings: The study's results revealed that special education teachers' self-efficacy in utilizing instructional technologies was positively associated with their years of experience in teaching hearing-impaired students, the availability of technical support, and the frequency of technology use.
 Implications/Originality/Value: These findings carry significant practical implications. They suggest that improving professional development opportunities and providing adequate technical support can enhance the self-efficacy of special education teachers in using instructional technologies to benefit students with hearing impairments. This, in turn, may contribute to enhancing the overall quality of special education services for students with hearing impairments.

Implementation of Educational Resource Management to Enhance Service Quality for Students at SMA Nigeria Terbanggi Besar

The preliminary research findings at SMA Negeri 1 Terbanggi Besar indicate that educational resource management has been implemented, but the quality of services to students has not improved. Therefore, the research aims to determine the implementation of educational resource management in improving the quality of student services. The research method used is qualitative, with data sources including the school principal, teachers, and students. Data collection techniques include participatory observation, interviews, and documentation. After collecting the data, data reduction, data presentation, and data verification are conducted. The results of this study include: planning teachers' assignments according to their educational background, at least an undergraduate degree (S.1), skilled in using teaching methods and media, developing teacher competencies through training and seminars, motivating further education, providing rewards for outstanding teachers and sanctions for those who lack discipline or have poor performance, involving teachers in every school development, accepting and developing ideas and potential of teachers, conducting direct supervision activities for teachers, following up on the results of teacher performance assessments, and giving recognition and attention to honorary teachers. The research conclusion is that the implementation of educational resource management can improve the quality of student services at SMA Negeri 1 Terbanggi Besar.

The Role of Academic Accreditation in Improving the Quality of Services and Student Activities in Academic Programmes at Prince Sattam bin Abdulaziz University: Case Study

Academic accreditation is one of the most important priorities for higher education institutions. Therefore, universities seek to intensify efforts for funding from external parties to ensure the quality of their institutions and programmes. This study aimed to determine the quality of student services and activities in Prince Sattam University’s accredited and unaccredited programmes from the students’ perspective. It also looks at how different the answers of the study sample members are regarding the role of academic accreditation in improving the quality of student services and activities based on the study variable for accredited and unaccredited academic programmes. The descriptive survey method and a questionnaire tool were used on a study sample of 804 students from various disciplines in colleges based on the status of accreditation of their programmes. The results showed that students are satisfied with the quality of student services and activities in academic programmes. Moreover, there are differences in the averages of students’ responses based on the programme’s status (accredited/unaccredited), favouring accredited programmes. This study recommends that academic accreditation be used to improve the quality assurance of student services and activities in academic programmes to increase student satisfaction, support the continuity of their education, and improve their learning outcomes.
 
 Received: 24 June 2023 / Accepted: 31 July 2023 / Published: 5 September 2023

Implementation of Educational Resource Management to Enhance Service Quality for Students at SMA Nigeria Terbanggi Besar

The preliminary research findings at SMA Negeri 1 Terbanggi Besar indicate that educational resource management has been implemented, but the quality of services to students has not improved. Therefore, the research aims to determine the implementation of educational resource management in improving the quality of student services. The research method used is qualitative, with data sources including the school principal, teachers, and students. Data collection techniques include participatory observation, interviews, and documentation. After collecting the data, data reduction, data presentation, and data verification are conducted. The results of this study include: planning teachers' assignments according to their educational background, at least an undergraduate degree (S.1), skilled in using teaching methods and media, developing teacher competencies through training and seminars, motivating further education, providing rewards for outstanding teachers and sanctions for those who lack discipline or have poor performance, involving teachers in every school development, accepting and developing ideas and potential of teachers, conducting direct supervision activities for teachers, following up on the results of teacher performance assessments, and giving recognition and attention to honorary teachers. The research conclusion is that the implementation of educational resource management can improve the quality of student services at SMA Negeri 1 Terbanggi Besar.

Assessing the Quality of Student Services at King Faisal University from Students' Perceptions

The quality of student services has a role in smoothing the teaching and learning process and achieving the desired levels of quality for learning outcomes. Therefore, it is an integral part of the educational process and a practical exercise for shaping the student's personality and developing his capabilities. This study collected data using a questionnaire distributed to a random sample of 991 male and female students from King Faisal University. The descriptive analytical design was employed and the results were analyzed by SPSS. This research study attempts to assess the quality of student services at King Faisal University from students' perceptions and the purpose of this study was to examine whether there were differences in students' perceptions due to gender and academic specialization. The results of the study showed that the level of student satisfaction at King Faisal University regarding the quality of student services was moderate. The study found that there were statistically significant differences in the level of student satisfaction at King Faisal University regarding the quality of students' services due to gender, in favor of males; due to academic specialization, and in favor of scientific and health specializations. The researcher recommends that there is a necessity to improve the level of the university services, and Develop the knowledge, skills, and experiences of service providers through behavioral programs that enhance their communication skills, Provide material and moral incentives, and appreciate their outstanding performance.

Service Quality Dimensions and Student Satisfaction during the Covid-19 Pandemic among Selected Higher Education Institutions in Manila, Philippines

Many private schools are greatly affected by the impact of the COVID-19 pandemic and as a result, many HEIs decided to shut down their school operations such as College of Holy Spirit Manila, Colegio de San Lorenzo, and Kalayaan College. Low student retention is the main reason for its permanent closure and based on the previous study, student satisfaction with service quality can increase customer loyalty for continuous patronage. The study assesses student satisfaction in the SQD using the Modified SERVQUAL Model among the selected HEIs in Manila, Philippines during the COVID-19 pandemic. The main objective of the study is to provide updated data information regarding student satisfaction to help both participating and non-participating schools continuously improve the service quality for students. The 366 survey respondents and 12 interview participants are 3rd years and 4th-year undergraduate students from the selected private HEIs in Manila, Philippines. The research design is descriptive research and used the mixed method technique to assess student satisfaction in the service quality dimensions for both academic and non-academic services. The homogeneous purposive sampling technique is used to select and recruit participants with shared characteristics such as the same year levels which are the 3rd year and 4th year undergraduate students who have more knowledge, experience, and exposure to the services of the university for both academic and non-academic services. Kruskal Wallis test and Mann Whitney are used for statistical data analysis and hypothesis testing. In the quantitative part of the study, the empathy dimension is the lowest SQD among selected HEIs in Manila. Therefore, it is recommended that university administrators establish a TQM service culture with an emphasis on genuine connection. In the thematic analysis, the reliability dimension with academic teaching ineffectiveness got the highest frequency among negative sub-themes. Therefore, it is recommended for academic heads to reconduct a faculty development program with an emphasis on advanced teaching effectiveness. Keywords: Service Quality Dimensions, Student Satisfaction, Higher Education Institutions, Mixed Methods, Philippines

Application of the Importance Performance Analysis Method and Customer Satisfaction Index Methods to the Quality of Distance Learning Services for Students during the Covid 19 Pandemic

This study discusses the analysis of satisfaction levels on distanced learning or PJJ of the student at Universitas Kristen Indonesia during the Covid-19 pandemic. The problem investigated are whether the expectation of UKI students meet service and its level of satisfaction. The research was carried out in the even semester of 2020/2021. The research method used is quantitative method with a survey approach through questionnaire distribution. Furthermore, the data were analyzed by the Importance Performance Analysis method (IPA) and Customer Satisfaction Index (CSI). IPA Matrix described the most meaningful attributes of students in the PJJ process, which is mapped in 4 quadrants of all variables that have impacts on quality PJJ services, and CSI are used to determine the overall student satisfaction level with the approach which considers the importance of the attributes measured during the Covid-19 pandemic. Based on the results of the analysis using IPA, it was known that the attributes which is the main priority in quadrant A are speed of access to the PJJ learning platform, fair assessment by the lecturer, the consistency in giving lectures well, reliability in managing class, use the PJJ platform, pay attention to the student, and understand the student’s difficulties during PJJ. For quadrant B, attributes that need to be maintained are the use of interactive tools for PJJ, easy access and connection of the PJJ platform, lecturers teaching in accordance to their field, lecturers answer student’s questions, lecturers master the material being taught, lecturers updating learning materials following the current conditions, encourages and motivates students to do the best learning in the PJJ process. Attribute on quadrant C, the low priority attribute are lecturers are able to adapt from conventional learning to PJJ, lecturers respond quickly and efficiently handle student needs and complaints, how lecturers answering student’s questions and comments, lecturers use variative learning platforms, lecturers put the long-term interest in their students to stay focus in PJJ. For quadrant D, an overrated attribute is the proactivity of lecturers in providing the information about PJJ to students. For CSI the attributes, the amount of learning carried out by UKI lecturers is 72.61%. It is still in the CSI range (between 0.66 - 0.80) which means that UKI students feel satisfied with the PJJ which was carried out during the Covid-19 pandemic.

OPTIMALISASI KUALITAS PELAYANAN MAHASISWA MELALUI PENGELOLAAN ARSIP DINAMIS DI PERPUSTAKAAN POLITEKNIK NEGERI MANADO

Libraries are institutions that carry out service-based activities. The fact is that to borrow books in the library needs long time affecting completion of students’ final project. There are also library officers serving students angrily. Consequently, many students look for books elsewhere. It is assumed that the optimization of student service quality is influenced by dynamic archive management at the Manado State Polytechnic Library. This study uses quantitative analysis in the form of multiple regression and correlation levels by carrying out several tests, namely classical tests such as multicollinearity, heteroscedasticity, and autocorrelation tests using the SPSS version 26 computer program. The results of the research showed that archive management storage systems, archive management officers, archive managemet knowledge have a positive and significant impact on students’ satisfaction. Meanwhile, archive managemet equipment had no effect on students’ satisfaction.

Improving the quality of counseling services for students based on digital applications in line with the implementation of the Merdeka Curriculum

This study discusses the issue of improving the quality of counseling services for students by relying on digital applications following the direction of implementing the independent curriculum and considering the efficiency and innovation of services, especially when a pandemic hits Indonesian schools. The applications were used, including WhatsApp, Facebook, Instagram, and several other applications used for consulting services to make breakthroughs that have been consulting regularly. This research finding is helpful for the smooth implementation of similar studies in the future. In addition, this study was done in a qualitative design and under a phenomenological approach.

Service quality and institutional reputation on student’s loyalty

This study highlights the effect of service quality and the reputation of private higher institutions in building student loyalty. This research uses a quantitative approach with a survey method. The research respondents were 185 students from PGRI Palembang University. Analysis techniques using variance-based structural equation models (SEM) SmartPLS. The results of the study indicate that the quality of service has a significant direct effect on reputation, not a significant direct effect on student loyalty. Institutional reputation has a very significant direct effect on loyalty. Student service quality has a significant indirect effect on student loyalty through the reputation of the institution, this implies that the reputation of the institution carries an influence relationship (antecedents) between service quality variables on student loyalty. These findings can help higher education institutions to make better strategic plans to increase student loyalty through improving the quality of service and the reputation of the institution.

Inclusive education in rural schools of Ukraine or how to ensure quality inclusive education in rural schools in Ukraine?

The aim of the paper is to reveal the challenges of implementation of inclusive education in typical rural schools of Ukraine. The authors performed empirical research to identify attitudes of rural school teachers towards inclusive education as well as their understanding of existing barriers and priorities to improve the quality of educational services for students with special educational needs (SEN). To achieve the aim of the research, the following methods have been used: reviewing of psychological and pedagogical literature, questionnaire surveys, quantitative and qualitative analysis of the obtained data. The outlined problem has been theoretically analyzed and the peculiarities and difficulties of teaching students with special educational needs in rural areas have been substantiated. The paper describes survey responses of teachers involved in the inclusive process in rural schools. 192 representatives of different age categories and regions of Ukraine participated in this empirical study. The paper explores questions of effective management of rural schools, professional cooperation in a team of psychological and pedagogical support of students with special educational needs, promotion of inclusive practices via information and communication technologies (ICT) and STEAM-laboratories, cooperation within local communities, introduction of universal design for learning and others. Prospects for the development of rural inclusive schools in current conditions of digitalization of education also have been identified.

Exploring the relationship between student individual culture and service quality expectations in higher education

PurposeThis study aims to explore the influence of the individual student profile of Hofstede’s Power Distance, Uncertainty Avoidance, Collectiveness and Long-Term Orientation on student service quality expectations in higher education.Design/methodology/approachData is collected via a survey consisting of items from a standard Hofstede and a higher education adapted SERVQUAL questionnaire. The survey sample includes 128 students who represent the entire population of a taught postgraduate course in Finance at a UK Higher Education Institution (HEI). Descriptive statistics and bivariate correlation analysis are used to describe and identify the relationship between student individual cultural values and student service quality expectations. Multiple regression analysis is applied to estimate the relationship between SERVQUAL constructs and items with respect to Hofstede’s cultural determinants.FindingsThe findings of this study suggest that individual culture can influence student service quality expectations in higher education.Practical implicationsIn a context of a prospective quality management approach, there is value for HEIs to explore the individual cultural profile of their students as a way of understanding and actively managing student service quality expectations.Originality/valueTo the authors’ best knowledge, no previous study combines the SERVQUAL and Hofstede models in exploring the impact of cultural values on student service quality expectations in higher education.

Management of Admission of New Learners Zoning System to Equalize the Quality of Educational Services to Learners

The gap in the quantity and quality of education between regions, discrimination, and injustice in access and education services is exacerbated by the dichotomy of only and non-superior schools widening the gap in the quality of education in Indonesia. To increase the distribution of quality and equitable quality education services to students, a zoning system PPDB management is needed. On that basis, this study aims to describe the PPDB management of the zoning system to equalize the quality of education services for students at the Tasikmalaya Regency State Senior High School, which includes planning, organizing, preparing personnel, implementing, coordinating, reporting, and budgeting. This research uses a qualitative approach with the type of case study. The research location is SMA Negeri 1 Ciawi, SMA Negeri 1 Karangnunggal and SMA Negeri 1 Cikalong, Tasikmalaya Regency. This study resulted in that: 1) Planning for the zoning system PPDB includes setting goals, formulating current conditions, identifying facilities and obstacles, and developing a series of activities. 2) Organizing the zoning system PPDB includes preparing the organizational structure, dividing workloads, and determining the lines of coordination and authority. 3) Preparation of PPDB personnel for the zoning system includes needs analysis, recruitment of committees according to the main tasks and functions, and training of organizing committees to work according to their duties and functions. 4) Implementation includes PPDB registration, data verification, and selection of prospective students, meeting to determine PPDB selection results, the announcement of PPDB results, and re-registration. 5) Coordination includes coordination with internal schools and coordination with external schools. 6) Reporting includes reports on recapitulation of re-registration received and re-registration, class division, submission of student files to BP/BK and student affairs, evaluation, and preparation of reports. 7) Budgeting includes budget planning and realization of budget use. 8) Obstacles can be seen from technical and non-technical constraints. 9) Solutions and improvement efforts can be seen from technical solutions and non-technical solutions.

A Study on the Link between Educational Service Quality, Career Preparation Behavior, and Educational Satisfaction of Industry-Academia-Integrated Beauty Apprenticeship Schools

This study analyzed the effect of educational service quality of students in industry-academia integrated apprenticeship schools on career preparation behavior and education satisfaction, centering on beauty high schools. According to this study, the quality of apprenticeship education services in the beauty field has a positive effect on students educational satisfaction and career preparation behavior. Therefore, students career preparation behavior has proven to be an important factor influencing the quality of education services and satisfaction with education. This study is significant in that it is an empirical study conducted with students of beauty high schools nationwide currently conducting industry-academia cooperation education. The results of this study are expected to be continuously sought to develop quality factors of educational services, which are important factors in industry-academia education, and to increase apprenticeship education satisfaction. We hope that this study will be used as a basic material for enhancing career preparation and educational satisfaction of beauty high school students.