Munich Personal RePEc Archive

The impact of academic service quality on student satisfaction

Manik, Ester and Sidharta, Iwan (2017): The impact of academic service quality on student satisfaction. Published in: International Conference on Accounting, Management, Economics and Social Sciences (May 2017): pp. 1-6.

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Implementation of education through higher education is one indicator of high public awareness of the benefits of education. But to prepare high quality education is a major challenge in Indonesia. Many things need to be considered to improve the quality of education services for students. This study aims to measure the level of student satisfaction on academic services with SERVQUAL measuring tool. The research was conducted on computer science and management high school students in Bandung city by using explorative method. Data analysis techniques use structural equation modeling (SEM). The result of research shows that there is a significant influence of SERQUAL on student satisfaction. The results of this study indicate that by increasing SERQUAL, student satisfaction on academic services can be achieved.

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