Student Service Quality Research Articles

A look at university student service quality and satisfaction

Purpose The purpose of this study is to investigate university students’ perception of service quality and satisfaction in a developing country to guide quality improvement. Design/methodology/approach The study uses a quantitative survey design. A new instrument has been developed to measure student perceived service quality. Data was collected from 182 undergraduate students enrolled in a five-year BEd course at the one University of Education in Myanmar. Findings A significant gender difference was found only in one of the service quality dimensions, hostel facilities. There was a significant difference in student satisfaction in the year of study. Apart from cafeteria and hostel facilities, students’ perceived-level of service quality was significantly different. All service quality dimensions were significantly correlated with student satisfaction. Significant relationships were found among intention to leave the university, trust in management and overall satisfaction with the university. Research limitations/implications This study uses data collected from undergraduate students studying at the one University of Education in Myanmar. Practical implications The study adds on to the service quality literature on higher education in developing countries, specifically in Myanmar. The students’ perceived service quality dimensions resulting from this study can be applied by universities to evaluate their performance. Originality/value The research findings presented in this paper fill the gap in the existing literature by providing empirical knowledge on service quality measurement and student satisfaction in the higher education context. The study is among the first studies of students’ perception of service quality and satisfaction in Myanmar.

Manajemen Pelayanan Kampus Inklusif (Studi pada Pusat Studi dan Layanan Disabilitas Universitas Brawijaya)

This type of descriptive research using qualitative methods aims to describe and analyze the implementation of inclusive campus service management (planning, organizing, actuating, controlling) and service quality for students with disabilities at Universitas Brawijaya as an Inclusive Campus along with the supporting factors and obstacle factors of services. The results showed that the service management of the Inclusive Campus at PSLD UB has been running well, preparing competent human resources and caring for students with disabilities, implementing work programs that support services for students with disabilities (recruitment of volunteers, providing counseling and companion tutors), conducting socialization and disability awareness training for academicians, and actively providing studies on disability issues. Inclusive Campus Services in terms of quality dimensions of public services are implemented quite well; including reliability, responsiveness, assurance, empathy, and physical evidence of services. The several obstacles in the implementation of the services are; the availability of facilities and infrastructures based on the Universal Design, the weakness of planning and supervision process in the building development that are friendly for people with disabilities.

ОРГАНІЗАЦІЯ ОБСЛУГОВУВАННЯ УЧНІВ У ШКІЛЬНИХ ЇДАЛЬНЯХ: ОСНОВИ ТЕОРІЇ І ПРАКТИКИ

The article describes the analysis of transformation of food services at secondary school establishments in Kyiv. The main goal was to provide children with sufficient qualitative and safe food. Factors that contribute to the solution of this issue were identified. It was proved that the food service is an important part of this task. The current state of food service at school canteens and cafeteria was assessed. The following different method and ways of service were investigated: multi-profile nutrition, self-service with different payment methods for food, service by cooks and waters. The benefits, possible short-comings and difficulties of use of different methods were defined. Correctness of the use of these methods for the students of different age groups was scientifically proved. The measures which negatively impact the service level were also identified based on scientific research. The responsibilities of parents and other executive persons as moderators of food service process at school canteens were defined. The value of appropriate material and technical base which complies with building codes and rules as well as sanitary, hygienic and environmental standards for the serving process was demonstrated. The importance of customer service quality control was shown. The necessity of a study of customer demand with the help of surveys among students, teachers and parents was demonstrated as well as with the help of automatic system which will help to work out the number of methods for improving student service quality. A number of limitation factors which are introduced in connection with the spread of coronavirus infection were characterized and the assessment of these limitation factors on the quality of customer service was shown. The recommendations about using different limit methods were given. The necessity of new tender requirements to the food service providers in secondary schools were pointed out, which is supposed to improve their responsibility for the quality of service provided. The legitimacy of the use of various terms in the field of service was theoretically substantiated. The scientifically substantiated classification of methods and forms of service of students was carried out. The areas of work to bring the quality of food organization to the requirements and preferences of students were identified.

SERVICE LEARNING MAHASISWA GURU SEBAGAI BENTUK PENGABDIAN KEPADA MASYARAKAT di YAYASAN SOSIAL EDUKATIF TANGERANG

Sebagai sebuah lembaga pendidikan tinggi, dalam mencapai visi misinya ada bagian penting yang harus dilaksanakan , yaitu Tri Dharma Perguruan Tinggi. Kesuksesan sebuah perguruan tinggi salah satunya dapat dilihat dari pelaksanaan Tri Dharma tersebut. Dalam melaksanakannya, khususnya pilar pengabdian kepada masyarakat, dapat dicapai dengan berbagai metode, salah satunya adalah dengan metode service learning. Mahasiswa guru di UPH melakukan service learning untuk mata kuliah pendidikan luar biasa (PLB) di Yayasan Sosial dan Edukasi di Tangerang, dalam bentuk program layanan belajar yang ditujukan kepada anak anak berkebutuhan khusus. Evaluasi program dilakukan menggunakan metode survei untuk mengetahui apakah mata kuliah pendidikan luar biasa membantu dan dapat diterapkan ketika mahasiswa melakukan pengabdian masyarakat dalam bentuk aktifitas layanan belajar bagi anak berkebutuhan khusus.Tujuan kedua, memberikan masukan kepada yayasan dengan tujuan peningkatan kualitas layanan mahasiswa. Hasilnya, mata kuliah PLB membantu mahasiswa guru dalam melayani anak-anak, terutama dalam hal : mengidentifikasi jenis kebutuhan khusus, cara berinteraksi dan menerapkan strategi mengajar yang tepat, untuk setiap anak yang berbeda kebutuhannya. Masukan untuk yayasan, mahasiswa guru dilibatkan dalam perencanaan program serta ada pertemuan dan perkenalan dengan orangtua dan anak berkebutuhan khusus di awal semester sehingga dapat lebih memaksimalkan pelayananan mahasiswa guru terhadap anak berkebutuhan khusus di Yayasan Sosial Edukasi. 

The Impact of Knowledge Management Processes on the Quality of Higher Education from the Perspective of University Professors: A Case Study of the Professors of the Faculty of Economic and Commercial and Administrative Sciences, University of Biskra – Al

This study aimed to identify the impact of knowledge management processes on the quality of higher education from the viewpoint of university professors at the Faculty of Economic,Commercial and Administrative Sciences at the University of Muhammad Khaydar Biskra. To achieve this objective, the descriptive analytical and case study method was used. Thestudy population was 195 professors, 109 of whom were selected as a sample of the study. To collect data from the study sample, a questionnaire was used. 195 questionnaires weredistributed to the study sample, but 72 questionnaires were returned at a rate of return (66.05%). Then the hypotheses were tested based on a set of research methods, using theSPSS software. Major findings of the study indicated a statistically significant effect of knowledge management processes with their dimensions (quality of scientific research,quality of student services and graduates, quality of curricula and study programs) on the quality of higher education among professors of the Faculty of Economic, commercial andadministrative sciences at the University of Biskra. The study concluded with a set of recommendations, including the adopting knowledge management processes approach todevelop and improve the quality of higher education institutions, utilizing and activating professors' roles, knowledge, ideas and expertise.Keywords: knowledge management, knowledge management processes, higher education quality, university professors, University of Biskra.

The Impact of Knowledge Management Processes on the Quality of Higher Education from the Perspective of University Professors: A Case Study of the Professors of the Faculty of Economic and Commercial and Administrative Sciences, University of Biskra – Al

This study aimed to identify the impact of knowledge management processes on the quality of higher education from the viewpoint of university professors at the Faculty of Economic,Commercial and Administrative Sciences at the University of Muhammad Khaydar Biskra. To achieve this objective, the descriptive analytical and case study method was used. Thestudy population was 195 professors, 109 of whom were selected as a sample of the study. To collect data from the study sample, a questionnaire was used. 195 questionnaires weredistributed to the study sample, but 72 questionnaires were returned at a rate of return (66.05%). Then the hypotheses were tested based on a set of research methods, using theSPSS software. Major findings of the study indicated a statistically significant effect of knowledge management processes with their dimensions (quality of scientific research,quality of student services and graduates, quality of curricula and study programs) on the quality of higher education among professors of the Faculty of Economic, commercial andadministrative sciences at the University of Biskra. The study concluded with a set of recommendations, including the adopting knowledge management processes approach todevelop and improve the quality of higher education institutions, utilizing and activating professors' roles, knowledge, ideas and expertise.Keywords: knowledge management, knowledge management processes, higher education quality, university professors, University of Biskra.

Sociotechnical service quality for students and academics at private higher education institutions in South Africa

ABSTRACT The need for private higher education in South Africa is reflected by the explosive growth of newly registered private higher education institutions. This is coupled with a need for corporate quality management of service quality for students and academics. This article elaborates on service quality from a corporate sociotechnical perspective. The research was part of the development of a framework for the holistic management of service quality by means of a corporate total quality service approach. The total quality service framework was developed following a comprehensive sequential research process. This article focuses on the final part of the process: a qualitative open-ended question to identify additional service-quality needs, utilising 499 responses from 647 students and academics. It is concluded that a holistic approach to service quality and the total quality service framework includes quality of work life as a performance objective based on sociotechnical needs beyond the traditional dimensions.

Service quality of student services and student satisfaction: the mediating effect of cross-functional collaboration

PurposeThe purpose of this paper is twofold: first, to examine the interaction of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality (SERVQUAL) and student satisfaction (SS), and second, to explore the mediating role of cross-functional collaboration (CFC) on these relationships.Design/methodology/approachThe structural equation modelling was used to examine the direct and mediated effect models using data collected through a survey of 352 students from 18 higher education institutes (HEIs) in Oman.FindingsThe statistical analysis confirms our main hypotheses. First, the centrality of tangibles, reliability, assurance, responsiveness and empathy dimensions of the service quality was established in the direct effect model, while the importance of tangibles and responsiveness was not confirmed in the mediated effect model. Second, it approved the partial mediation effect of CFC on the five dimensions of SERVQUAL and satisfaction.Research limitations/implicationsService quality, level of CFC and relative SS in higher education could be subjected to contextual verification and evaluation of these internal and external contextual factors should be considered.Practical implicationsSeveral implications are highlighted for the effective development of the service quality of student affairs departments (SADs), the development of CFC for effective management, development and deployment of various student affairs initiatives.Originality/valueThis paper satisfies the need to validate the SERVQUAL model in different contexts such as SADs, and the need to investigate the possible mediating effect of other factors on SERVQUAL dimensions and satisfaction to show how the latter can be achieved.

EXPLORING QUALITY OF STUDENT SERVICES OF A PHILIPPINE STATE UNIVERSITY SATELLITE CAMPUS USING SERVQUAL AND SERVICE IMPROVEMENT MATRIX

The growing competition in higher education which traverse beyond boarders have urged universities and colleges to put premium on its quality service as it directly relates to student’s satisfaction and dissatisfaction. In this paper, the quality of student services of a university was assessed using SERVQUAL model and priorities for improvement were identified using service improvement matrix. The data were gathered from 175 students enrolled in one of the satellite campuses of a Philippine state university using a validated modified service quality assessment survey instrument. The data were analyzed using descriptive statistics, gap analyses and service improvement matrices. The findings revealed that quality of students’ services generally fell short of students’ expectations across all indicators, servicing units and dimensions of which responsiveness showed the highest negative gap while tangibles got the lowest negative gap among all dimensions. Service improvement matrices were developed by plotting students’ expectations and experiences and revealed improvement priorities that will then the basis of the university in instituting reforms so as to address these negative gaps.&nbsp

ЗАБЕЗПЕЧЕННЯ ЯКОСТІ УНІВЕРСИТЕТСЬКОЇ ОСВІТИ В УМОВАХ ЗМІШАНОГО ТА ДИСТАНЦІЙНОГО НАВЧАННЯ

In modern conditions of reforming the system of higher education, the introduction of time-based blended and distance learning, the mission of higher education is to ensure the efficiency and quality of university education. Therefore, the problem of using blended and distance learning technologies becomes relevant, which, taking into account the peculiarities of the conduct, should ensure the quality of educational services for students. Blended learning is defined as a hybrid of traditional face-to-face and online learning so that instruction occurs both in the classroom and online, and where the online component becomes a natural extension of traditional classroom learning. The article highlights the peculiarities of the introduction of mixed and distance learning at the university, analyzes and clarifies the essence and content of the concepts of « blended learning», «distance learning», identifies the main approaches, methodical principles underlying the organization of the educational process, the priority tasks and advantages of the introduced forms of education are singled out, the tendencies of their development are outlined, in particular in modern conditions. The methods, organizational forms and means used during blended and distance learning are described, specific examples of their introduction at Kyiv International University are given, as well as the schematic structure of the methodical system of the proposed forms of education that ensure the quality of university education. It is proved that blended and distance learning solves the problems of individualization, intensification and optimization of education, is the most effective evolution of the traditional model of learning7

SISTEM INFORMASI PELACAKAN DATA ALUMNI JURUSAN MANAJEMEN INFORMATIKA IAIN BATUSANGKAR BERBASIS WEB

Improving the quality of services for students from the Batusangkar IAIN Information Management Department requires a system that can provide information needed by students and graduates such as information about alumni data and alumni careers themselves. In addition, this system can also be used as a means to establish communication and manage friendship between students and alumni. This research was carried out in several stages, namely: Collecting data through field studies by observing and observing the IAIN Batusangkar's Information Management Study Program, developing the system using the waterfall method and proceeding with the process, database and interface design. One indicator of the success of the education process can be seen from the success of alumni both continuing studies at a higher level, as well as various fields of work carried out professionally, but the Department of Information Management has not been managed and organized systematically causing some alumni data to not be captured properly, resulting in the lack of information and communication between alumni and alumni. The results of this study are in the form of developing a tracking information system for alumni that contains the amount of alumni data that has worked, alumni workplaces. For this reason, it is necessary to create a system to facilitate the institution, especially the informatics management department in tracking alumni. In this research the web-based application system is designed using supporting applications such as Apache, MySQL and Macromedia Dream Weaver and the waterfall modeling method.

What factors effect to the learning achievements and self-description in polytechnic of road safety transport student?

The aim of this study are, to determine the influence of achievement motivation, the inspiration of the learning model, service satisfaction, career expectations, to the achievement of learning and self-confidence Polytechnic of Road Transport Safety student. The sample in this research consist of 146 students of Polytechnic of Road Transport Safety. The data obtained from questionnaires distributed to the respondents. After the data collected continued with the validity and reliability test by using the formula Confirmatory Factors Index then the data were analyzed by using SEM technique. The results showed in general, the conclusion of this research there is influence of achievement motivation, inspiration from learning model, service satisfaction, and career expectation toward learning achievement and self-confidence of student of Polytechnic of Road Transport Safety. A more representative service model is needed for students such as the use of internet-based learning facilities to facilitate student access to meet the information needed to facilitate the learning process. Student service quality is the ability of lecturers to consistently meet student expectations.

The Influence of Service Quality, Institutional Reputation, Students’ Satisfaction on Students’ Loyalty in Higher Education Institution

Research highlights the influence of service quality, institutional reputation, student satisfaction in building student loyalty. Quantitative approach was used with a survey method. The research respondents were 185 students from PGRI University Palembang. Analysis techniques using variance-based structural equation models (SEM) SmartPLS. The results of the study shows that service quality has a significant effect on reputation and student satisfaction, but service quality and student satisfaction have no significant effect on student loyalty. On the contrary, the reputation of an institution 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 a relative influence relationship between service quality on student loyalty. These findings can help higher education institutions to make better strategic plans to increase student loyalty.

Optimizing schools’ start time and bus routes

Maintaining a fleet of buses to transport students to school is a major expense for school districts. To reduce costs by reusing buses between schools, many districts spread start times across the morning. However, assigning each school a time involves estimating the impact on transportation costs and reconciling additional competing objectives. Facing this intricate optimization problem, school districts must resort to ad hoc approaches, which can be expensive, inequitable, and even detrimental to student health. For example, there is medical evidence that early high school starts are impacting the development of an entire generation of students and constitute a major public health crisis. We present an optimization model for the school time selection problem (STSP), which relies on a school bus routing algorithm that we call biobjective routing decomposition (BiRD). BiRD leverages a natural decomposition of the routing problem, computing and combining subproblem solutions via mixed integer optimization. It significantly outperforms state-of-the-art routing methods, and its implementation in Boston has led to $5 million in yearly savings, maintaining service quality for students despite a 50-bus fleet reduction. Using BiRD, we construct a tractable proxy to transportation costs, allowing the formulation of the STSP as a multiobjective generalized quadratic assignment problem. Local search methods provide high-quality solutions, allowing school districts to explore tradeoffs between competing priorities and choose times that best fulfill community needs. In December 2017, the development of this method led the Boston School Committee to unanimously approve the first school start time reform in 30 years.

School Reintegration Post-Psychiatric Hospitalization: Protocols and Procedures Across the Nation

Youth returning to schools following psychiatric hospitalization are at high risk for mental health crises and rehospitalization. Yet, little is known about the current practices schools use to support student reintegration. This study administered a self-report questionnaire to 133 school psychologists across the nation to identify the prevalence and scope of school reintegration protocols and procedures in middle and high schools. Sixteen percent of respondents identified having a formal (i.e., written) school reintegration protocol in place, 45% reported having an informal procedure, and the remaining 38% reporting no such protocol or procedure. Respondents identified several components to successful reintegration including (1) establishing communication with the hospital, (2) meeting with the family prior to the student’s return, and (3) developing an individualized re-entry plan. Having a school reintegration protocol was positively associated with perceived quality of services for students returning from psychiatric hospitalization. Implications for schools considering adopting a consistent strategy for supporting students during this transitionary time are discussed.

A higher education student service quality and satisfaction model

This study develops a model, the service quality satisfaction monitoring model (SQSMM), to examine the relationship between the industry standard 73-item Noel-Levitz student satisfaction inventory (SSI) and a new, greatly reduced four-item service quality satisfaction instrument (SQSI). The impact of students' perceptions of service quality and satisfaction related to their collegiate experience is measured by many universities using the standard 73-item Noel-Levitz SSI instrument. However, the cost of the SSI and the length of the instrument precludes its frequent use for initial assessment or ongoing monitoring to track changes. We develop and test a new service quality and student satisfaction single construct four-item instrument, SQSI, based on contextualising items drawn from other survey instruments.

A higher education student service quality and satisfaction model

This study develops a model, the service quality satisfaction monitoring model (SQSMM), to examine the relationship between the industry standard 73-item Noel-Levitz student satisfaction inventory (SSI) and a new, greatly reduced four-item service quality satisfaction instrument (SQSI). The impact of students' perceptions of service quality and satisfaction related to their collegiate experience is measured by many universities using the standard 73-item Noel-Levitz SSI instrument. However, the cost of the SSI and the length of the instrument precludes its frequent use for initial assessment or ongoing monitoring to track changes. We develop and test a new service quality and student satisfaction single construct four-item instrument, SQSI, based on contextualising items drawn from other survey instruments.

Pelaksanaan Pengawasan Kualitas Sekolah oleh Unit Pelaksana Teknis Dinas (UPTD) Pendidikan Di SMA Negeri 3 Pinggir Kecamatan Pinggir Kabupaten Bengkalis

This study aims to determine the Implementation of School Quality Supervision by Technical Implementation Unit of the Office (UPTD) Education in SMA Negeri 3 Pinggir Pinggir Sub-district Bengkalis District. Implementation Monitoring Indicators used include student standard and achievement in schools, performing quality of student services in schools and school management leadership Implementation of School Quality Supervision by Technical Implementation Unit of Education Office at SMA Negeri 3 Pinggir Kecamatan Pinggir Kabupaten Bengkalis. The type of research located in the Technical Implementation Unit of the District Education Office (UPTD) in Sub-district Pinggir is Descriptive Survey because this research aims to explain explain, and describe the reality. There are 4 groups of population and sample in this research that is, Head of UPTD which amounts to 1 person, supervisor coordinator which amounted to 1 person, Oversight Auditor amounted 3 0rang and Guru amounting to 5 people. Sampling technique used is usingpurpose technique. Types and data collection techniques consist of primary data collected by using questionnaire and interview data and secondary data collected by observation and documentation technique which is the source of data and information and information from the parties related to this research. Based on this analysis technique can be concluded that the Implementation of School Quality Supervision by Technical Implementation Unit of Education (UPTD) of Education in SMA Negeri 3 Pinggir Kecamatan Pinggir Bengkalis run with Effective Enough. Recommendations that need to be considered especially with respect to the implementation of supervision that must be optimized in order to create capable of quality schools.

STUDI ANALISA INDEK KEPUASAN MAHASISWA PRODI PENDIDIKAN TEKNOLOGI INFORMASI UIN AR-RANIRY

The purpose of this study aims to analyze student satisfaction of Information Technology Education (ITE) Department, Faculty of Tarbiyah and Teacher Training, Ar-Raniry State Islamic University. The respondent are used all active students of ITE Department (N=460). This research uses quantitative, descriptive, and comparative method with Anova Test analysis based on lecturer, lecture, and year of class. The results of this study indicate that there are significant differences in student satisfaction either based on teaching lecturers (F=9,72, P>0.05), the courses taken (F = 6.639, p>0.05), or based on year of class(F=11.855, P>0.05). This research contributes as an initial evaluation material for department of ITE to improve the quality of student services.

PENGARUH BUDAYA ORGANISASI DAN ETOS KERJA TERHADAP KUALITAS PELAYANAN MAHASISWA

The influence of organizational culture and work ethos against the quality of student services (LP3I Polytechnic Case Study in Jakarta, Campus Cibinong) This study aims to how much influence organizational culture, work ethic on the level of customer satisfaction. The sampling method used is Proportionate random sampling. The sample in this study follows the formula of Slovin, or as many as 80 students and 21 staff employees. The data that have met the test of validity and reliability testing further processed to generate a regression equation of Y = X1 + 0.025 0.457+ 0678 X2, where Y is the variable quality of student services, organizational culture is a variable X1 and X2 are variables work ethic. Hypothesis testing using t-test showed that each of the independent variables studied was shown to significantly affect the dependent variable partially on the quality of student services. Then through the F test can be seen that the two independent variables were examined simultaneously shown to affect the dependent variable quality of student services. Figures Adjusted R Square of 0.697menunjukkan that 69.7% Customer Satisfaction variables can be explained by the two independent variables, while the remaining 30.3% is explained by other variables.