Service Quality affecting to the Students’ Satisfaction of Student affair Office in Linyi University, China
Article Sidebar
Main Article Content
Abstract
The purposes of this research were 1) to study student’ satisfaction of the service provided by the University 2) to study service quality of Student Affairs Department in University. And 3) to study relationship between service quality and students’ satisfaction of the service provided by the University. The quantitative analysis method is applied in this research, based on the SERVQUAL model of perceived service quality theory, combined with the actual service quality of a university student work department, according to five dimensions (reliability, tangibility, assurance, responsiveness, and empathy). The samples consisted of 416 students in the university. The research instrument was a questionnaire that had the overall reliability of 0.86. The statistics used in data analysis including percentage, mean, standard deviation and hypothesis testing by ANOVA and Regression coefficient
The research results found that; 1) The students’ satisfaction of the service provided by the University, overall, at a high level. In addition to, the highest level of satisfaction was the convenience; the subordinate aspects were the courtesy, the coordination and the information 2) The service quality of the University, overall, at a high level. In addition to, the highest level of service quality was the responsiveness and empathy of service quality and 3) The overall relationship between service quality and students’ satisfaction of the service provided by Linyi university in the whole have the positive correlation as a high level
Article Details
References
Chavengsup, P., Rungruang, P., & Wonglek, P. (2021). Service quality relating to outpatients’ satisfaction Chularat 3 international hospital. Southeast Bangkok Journal, 7(2), 64-81.
Chen, C. H., Chen, W. Y., & Tsai, S. H. (2019). Exploring service quality dimensions of university departments of student affairs: An empirical study. Journal of Hospitality, Leisure, Sport & Tourism Education, 25, 1-10.
Harfika, A. R., & Abdullah, M. (2017). Determinants of student satisfaction: Service quality dimensions in higher education. Journal of Applied Management (JAM), 15(3), 550-562.
Hsu, Y. C., Chen, C. L., & Lu, H. P. (2021). Service quality and satisfaction of mobile payment users: A comprehensive approach of SERVQUAL and Dematel-ANP. International Journal of Information Management, 57, 102264.
Kuo, Y. F., & Wu, C. M. (2015). The influence of service quality on student satisfaction: A study of university libraries in Taiwan. Journal of Academic Librarianship, 41(6), 759-774.
Leblanc, G., & Nguyen, H. T. (2018). Understanding student satisfaction with services in higher education: An empirical test of a model. Journal of Marketing for Higher Education, 28(1), 119-136.
Limsarun, T., Navavongsathian, A., Vongchavalitkul, B., & Damrongpong, N. (2021). Factors affecting consumers' loyalty in food delivery application service in Thailand. The Journal of Asian Finance, Economics and Business, 8(2), 1025-1032.
Liu, S., & Chen, X. (2020). The measurement of perceived service quality in university student affairs: An application of the SERVQUAL model. Journal of Educational Administration, 58(4), 371-386.
Liu, X., & Xie, J. (2017). Measuring service quality of Chinese higher education: A student perspective. Quality in Higher Education, 23(2), 120-137.
Mauludin, M. (2019). Analisis kualitas layanan publik menggunakan model SERVQUAL dan Importance Performance Analysis (IPA) di Kecamatan Krian. Jurnal Pelayanan Publik, 3(1), 47-62.
Navavongsathian, A., Vongchavalitkul, B., & Limsarun, T. (2020). Causal factors affecting mobile banking services acceptance by customers in Thailand. The Journal of Asian Finance, Economics and Business, 7(11), 421-428.
Shao, J., & Qi, L. (2017). Students' perception of service quality in higher education: An empirical study. Quality Assurance in Education, 25(2), 178-194.
Tjiptono, F. (2004). Service quality & satisfaction. Yogyakarta: Penerbit Andi.
Thongkhum, P., Wingwon, B., & Piriyakul, M. (2022). The Mediating Role of Electronic Trust and the Moderating effect of Customer Oriented and Innovativeness on the influence of Electronic Service Quality towards Electronic Satisfaction of Electronic Banking
Users in Thailand. The Association of Private Higher Education Institutions of Thailand, 11(1), 32-54.
Trakulkasemsuk, P., Sinjindawong, S., & Manisri, C. (2010). Causal relationship model of student loyalty in Thai private higher education institutions. Journal of Business Administration, The Association of Private Higher Education Institutions of Thailand, 7(1), 54-65.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Sloan Management Review, 31(1), 35-46.