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The impact of academic service quality on student satisfaction

Listed author(s):
  • Manik, Ester
  • Sidharta, Iwan

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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Paper provided by University Library of Munich, Germany in its series MPRA Paper with number 80878.

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Date of creation: Mar 2017
Date of revision: May 2017
Publication status: Published in International Conference on Accounting, Management, Economics and Social Sciences (2017): pp. 1-6
Handle: RePEc:pra:mprapa:80878
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  1. Satria, Rd. Okky & Suzanto, Boy & Sidharta, Iwan, 2015. "Measuring Customer Satisfaction and Loyalty through Student Perception on Mobile Broadband Usage Based On Consumer Satisfaction Index Model," MPRA Paper 76779, University Library of Munich, Germany, revised 15 Aug 2015.
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