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The impact of academic service quality on student satisfaction


  • 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.

Suggested Citation

  • Manik, Ester & Sidharta, Iwan, 2017. "The impact of academic service quality on student satisfaction," MPRA Paper 80878, University Library of Munich, Germany, revised May 2017.
  • Handle: RePEc:pra:mprapa:80878

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    References listed on IDEAS

    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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    More about this item


    Academic Service Quality; Student Satisfaction.;

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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