ABSTRACT
The measure of academic service and teaching quality performance plays an important role in every quality improvement effort, especially in higher education.
The purpose of this study was to determine if a relationship existed between perceptions of academic service quality and teaching quality in higher education, to predict the overall student satisfaction by the factors of educational service and teaching quality, and to analysis the differences overall student satisfaction by student demographic. This study assesses universities students’ perceptions of services experienced at University of Islam Nusantara (UNINUS) Bandung.
The questionnaire used in this survey was based on the SERVPERF (Service Quality = Performance) scale adaptations of Cronin and Taylor (1992), that contains 20 service attributes, grouped together into five dimensions adaptations of Parasuraman et al. (1988), and SEEQ scale contains 32 attributes, grouped together into nine dimensions adaptations of Marsh’s (1982), and The Overall Students’ Satisfaction scale adaptations of Holdford and Patkar (2003), contains 7 students’ satisfaction attributes. The researchers obtain the response of 204 students from the undergraduate and graduate students’ for the study. The validity analysis conducted to analyze the overall attributes assessment, and analyse to yield five attributes omit from the analysis so that 54 attributes remained. The reliability analysis produces a Cronbach Alpha coefficient is 0.9324 and split half methods with the coefficient are 0.9065 (27 attributes) and 0.8569 (27 attributes), which is very satisfactory.
A Principal Component Analysis (PCA), using varimax rotation, was carried out on the total samples. It yielded three factors of higher education student perceptions of educational service and teaching quality, which account for 77.505 % of the variation in the data. We have labeled the three factors as : Factor 1 was labelled ‘Teaching Materials Delivery’ and was composed 29 attributes, Factor 2 consisted of 12 attributes was labeled ‘Communication of civitas academic’ , and Factor 3 was labeled ‘Institutional Reputation’ and comprised 6 attributes. Stepwise regression analyses showed the extent to which the three factors of the educational service and teaching quality predicted one or more of the overall students’ satisfaction attributes. Factor 1 predicted to four attributes (I am satisfied with the quality teaching, the extent of my intellectual development, school’s curriculum, and that the school provided me a high quality education), Factor 2 predicted to two attributes (I am satisfied with the faculty of this school and the administration of this school), and Factor 3 predicted to one attributes (I am satisfied with the school’s facilities).
Test hypothesis related to perception of the three factors not significant differences when classified according to gender, marital status, works type (governance, private sector, etc), and professions, and there is significant almost differences when classified according to work or not yet, age group, source of education fund, semester, student’s categories, and faculty.
The purpose of this study was to determine if a relationship existed between perceptions of academic service quality and teaching quality in higher education, to predict the overall student satisfaction by the factors of educational service and teaching quality, and to analysis the differences overall student satisfaction by student demographic. This study assesses universities students’ perceptions of services experienced at University of Islam Nusantara (UNINUS) Bandung.
The questionnaire used in this survey was based on the SERVPERF (Service Quality = Performance) scale adaptations of Cronin and Taylor (1992), that contains 20 service attributes, grouped together into five dimensions adaptations of Parasuraman et al. (1988), and SEEQ scale contains 32 attributes, grouped together into nine dimensions adaptations of Marsh’s (1982), and The Overall Students’ Satisfaction scale adaptations of Holdford and Patkar (2003), contains 7 students’ satisfaction attributes. The researchers obtain the response of 204 students from the undergraduate and graduate students’ for the study. The validity analysis conducted to analyze the overall attributes assessment, and analyse to yield five attributes omit from the analysis so that 54 attributes remained. The reliability analysis produces a Cronbach Alpha coefficient is 0.9324 and split half methods with the coefficient are 0.9065 (27 attributes) and 0.8569 (27 attributes), which is very satisfactory.
A Principal Component Analysis (PCA), using varimax rotation, was carried out on the total samples. It yielded three factors of higher education student perceptions of educational service and teaching quality, which account for 77.505 % of the variation in the data. We have labeled the three factors as : Factor 1 was labelled ‘Teaching Materials Delivery’ and was composed 29 attributes, Factor 2 consisted of 12 attributes was labeled ‘Communication of civitas academic’ , and Factor 3 was labeled ‘Institutional Reputation’ and comprised 6 attributes. Stepwise regression analyses showed the extent to which the three factors of the educational service and teaching quality predicted one or more of the overall students’ satisfaction attributes. Factor 1 predicted to four attributes (I am satisfied with the quality teaching, the extent of my intellectual development, school’s curriculum, and that the school provided me a high quality education), Factor 2 predicted to two attributes (I am satisfied with the faculty of this school and the administration of this school), and Factor 3 predicted to one attributes (I am satisfied with the school’s facilities).
Test hypothesis related to perception of the three factors not significant differences when classified according to gender, marital status, works type (governance, private sector, etc), and professions, and there is significant almost differences when classified according to work or not yet, age group, source of education fund, semester, student’s categories, and faculty.
Keywords : Educational Service Quality, Teaching Quality, Overall Students’ Satisfaction, Students’ Perception.
*) Soemantri, H. (2006). Beberapa Faktor Dari Mutu Layanan Akademik dan Pengajaran Yang Mempengaruhi Kepuasan Mahasiswa Universitas Islam Nusantara Bandung. Tesis Program Pascasarjana Manajemen Pendidikan Universitas Islam Nusantara Bandung.
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