The Future Students satisfaction Through Human Services: Learning from The Evidence of Private Universities in Jakarta, Indonesia

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Ong, Leonnard (2020) The Future Students satisfaction Through Human Services: Learning from The Evidence of Private Universities in Jakarta, Indonesia. In: Green Consumer and Marketing. IPB Press, pp. 361-383.

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0. Chapter 21 in Book-GreenConsumer Leonnard Ong 2020.pdf

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Multiple-item scales have been employed to measure service quality levels in Higher Education Institutions (HEIs) and their impact on student satisfaction. The domination of a dimensional approach compared to others is very contextual and depends on many factors. Commonly, there are three main dimensions of tangibles, human interactions, and electronic services. The most common measurement scales such as SERVQUAL and SERVPERF have a similarity that there is only one dimension of non-human elements and the other dimensions related to human elements. Besides, there are similar arguments that human elements have a more considerable effect than non-human elements. Therefore, rather than examining the effects of service quality through commonly used dimensions, in this chapter, we analyze the effect of three main factors of human services, non-human services, and e-service quality on student satisfaction through a moderating variable of university image. A total of 100 undergraduate students was selected randomly from various study programs of three private universities in Jakarta. Two methods were selected to analyze the data. First, by using an analysis of structural relationships between constructs through Partial Least Square-Structural Equation Modeling (PLS-SEM). Second, by using the Importance Performance Map Analysis (IPMA). The results give a support to the prior studies which indicates that human services have dominant effects than other factors. The managerial implications are discussed.

Item Type: Book Section
Subjects: H Social Sciences > H Social Sciences (General)
L Education > L Education (General)
L Education > LB Theory and practice of education > LB2300 Higher Education
Divisions: Research And Community Empowerment > Proceedings
Depositing User: Rizky Amalia
Date Deposited: 31 Aug 2020 07:44
Last Modified: 26 May 2023 07:54

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