MEASURING STUDENT SATISFACTION THROUGH SERVQUAL: EMPIRICAL STUDY AT BINAWAN UNIVERSITY.
Journal Title: International Journal of Advanced Research (IJAR) - Year 2019, Vol 7, Issue 9
Abstract
This study aims to identify the student satisfaction through service quality in the higher education. The study used a descriptive approach involving 144 students from Binawan University. Data collection using questionnaire with a 5-point Likert scale and collected data were analyzed using SERVQUAL and Cartesian Diagrams. The results of this study indicated that in general the quality of service at Binawan University based on students\' perceptions is quite low and and shows gaps in each service attribute. These findings indicate that students are not satisfied with the services provided by Binawan University. The analysis from level of importance indicated that the dimensions of service most considered important by students are reliability, followed by tangible, responsiveness, assurance, and empathy. The improvement of service quality shuld based on the results of Cartesian Diagrams with focus on service attributes in quadrant A.
Authors and Affiliations
R. Ervin Agung Priambodo, E. Michael Bayudhirgantara.
Keywords
Related Articles
- EP ID EP654946
- DOI 10.21474/IJAR01/9632
- Views 72
- Downloads 0
RECONSTRUCTION OF THE LEGAL PROTECTION OF LAND RIGHTS HOLDERS IN LAND PROCUREMENT IN THE PUBLIC INTEREST BASED ON THE VALUE OF PANCASILA JUSTICE.
Normatively, the constitution guarantees the protection of the holders of land rights to the land it owns as stipulated in Article28 H paragraph (4) and Article 28 J paragraph (2) of the NRI Constitution of the Year1945....
THE PREVALENCE OF SMOKING HABITS, EXPOSURE, ATTITUDES, BEHAVIOR AND CURRICULUM TRAINING AMONG THE HEALTHCARE PROFESSION STUDENTS - A CROSS-SECTIONAL STUDY
Background: Healthcare providers have been the major focus for smoking cessation as well as they are in ideal position to educate and advice patients about the negative impact of smoking and serve as behavioural models f...
POLITICAL AND SOCIO-ECONOMIC BACKGROUND OF COLONIAL ASSAM IN NINETEENTH CENTURY.
Nineteenth century has given rebirth to Assamese people in anthropological, political, economic, academic, linguistic, cultural and literary manner. This time is the witness of confliction and union of heritage and weste...
A LEGAL ASPECT OF THE RETURN OF STATE FINANCIAL LOSSES BASED ON REPORT OF SUPREME AUDIT BOARD.
The settlement of State losses to the treasurer has important meaning in order to secure the State finances. As an effort to restore the State finances by obtaining indemnity suffered by the State, the settlement of loss...
ANALYTICAL METHOD DEVELOPMENT AND VALIDATION OF STABILITY INDICATING RPHPLC METHOD FOR ESTIMATION OF AMLODIPINE BESYLATE AND CELECOXIB IN SYNTHETIC MIXTURE.
A simple, rapid, economical, precise and accurate HPLC method for simultaneous estimation of Celecoxib and Amlodipine Besylate in their combined dosage form has been developed. A Stability indicating reverse phase high p...