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The Relationship Between Quality of Service and Student Satisfaction within an Indonesian Islamic-Based University


Senin, 18 November 2019



Consumer satisfaction has become a global issue that affects the operations of many service organizations,
including higher education institutions. Many universities now are more concerned with the importance of
student satisfaction and delivering a high quality of services has become the main goal of many universities. This
is based on the consideration that customer satisfaction has a positive impact on the university survival. This
study aims to investigate the relationship between quality of service and student satisfaction within an Islamicbased university. This study applied the HEdPERF model to measure the quality of service and six items to
measure student satisfaction. The sample involved in this study consisted of 240 students studying at Faculty of
Islamic Studies, Jakarta Islamic University. The results indicated that services related to non-academic aspect,
academic aspect, reputation, and access positively and significantly associated with student satisfaction.
Meanwhile, services related to program issues and understanding were found not significantly related to student
satisfaction. The finding implies that the university management have to improve their standard and procedures,
including the standard in providing services related non-academic aspect, academic aspect, reputation, and
access



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