Influence of HEdPERF and Student Satisfaction Against Perceived Service Value and Implications In Institutional Image

. Yusuf

Abstract


This study aims to prove empirically the influence of HedPERF / service quality and student satisfaction on the value of service perceived by students and their implications on the image of UPBJJ-UT Pangkalpinang institution. Hypothesis testing, conducted on 238 students scattered in 7 districts / municipalities Kep. Bangka Belitung. The data used is the primary data from the distribution of questionnaires with 5 Likert scales. Data analysis using quantitative method by using SEM analysis. Hedperf / service quality has a positive effect on student satisfaction, student satisfaction has a positive effect on the value of service perceived by students, and the value of service perceived by the students has a positive effect on institutional image. While the HedPERF / negative service quality of each influence on the value of services perceived by students and the image of the institution and student satisfaction negatively impact on the image of the institution. Intervention variable testing, through student satisfaction positively mediates the influence of HedPERF / service quality on perceived service value and through perceived service value positively mediates the effect of student satisfaction on institutional image. While through the perceived value of service and satisfaction of each student negatively mediate the influence of HedPERF / service quality on institutional image.

Keywords


Higher Education Performance (HEdPERF), Service Quality, Customer Satisfaction, Service Value, Institutional Image

Full Text:

PDF

References


Abdullah, Firdaus. (2005). “HEdPERF versus SERVPERF: The quest for ideal

measuring instrument of service quality in higher education sector” Quality Assurance in Education. Volume 13 Nomor 4. pp.305-328.

_____________. (2006). “Measuring service quality in higher education:HEdPERF versus SERVPERF”. Marketing Intelligence & Planning. Volume 24 Nomor 1.pp.31-47.

Clemes, Michael. D, et. al. (2013a). “Understanding Chinese university students’ experiences: an empirical analysis”. Asia Pacific Journal of Marketing and Logistics. Volume 25 Nomor 3. pp.391-427.

Clemes, Michael Daniel, et. al. (2013b). “Mobile communications: a comprehensive hierarchical modelling approach”. Asia Pacific Journal of Marketing and Logistics. Volume 26 Nomor 1. pp.114-146.

Ghozali, Imam. (2009). Aplikasi Analisis Multivariate Dengan Program SPSS. Ed.4. Badan Penerbit Universitas Diponegoro. Semarang.

Kotler, Philip dan Keller, Kevin Lane. (2012). Marketing Management. Ed. 14.Prentice Hall Pearson Education. New Jersey.

Li, Chung Kai dan Hung, Chia-Hung. (2009). “Marketing tactics and parents’

loyalty: the mediating role of school image”. Journal of Educational Administration. Volume 47 Nomor 4. pp.477-489.

Malhotra, Naresh K. (2005). Riset Pemasara: (Pendekatan Terapan). Alih Bahasa Indonesia oleh : Soleh Rusyadi M. PT. Indeks Kelompok Gramedia. Jakarta.

Nguyen, Nha dan LeBlanc, Gaston. (1998). “The mediating role of corporate image on customers’ retention decisions: an investigation in financial services”. International Journal of Bank Marketing, Volume 16 Nomor 2.pp.52-65.

Rangkuti, Freddy. (2003). Measuring Customer Satisfaction. PT Gramedia Pustaka Utama. Jakarta.

Riduwan. (2007). Skala Pengukuran Variabel-Variabel Penelitian. Alfabeta. Bandung.

Santoso, Singgih. (2011). Structural Equation Modeling (SEM): Konsep dan Aplikasi dengan AMOS 18. PT. Alex Media Komputindo. Jakarta.

Sekaran, Uma. (2011). Research Methods For Business. Ed 4. John Wiley. Amerika Serikat.

Supartomo, et. al. (2013). “Quality Assuranec in Learning Support in Distance Education Syatem: an Effort to Provide Qualified Higher Education in Indonesia”. Jurnal Pendidikan Terbuka dan Jarak Jauh. Volume 14 Nomor 2. pp.110-119.

Sutisna. (2001). Perilaku Konsumen dan Komunikasi Pemasaran. PT. Remaja Rosdakarya. Bandung.

Sylvana, Andi. (2006). “Pengaruh Kualitas Pelayanan dan Kepuasan Mahasiswa Terhadap Intensi Meregistrasi Ulang Mahasiswa”. Jurnal Organisasi dan Manajemen, Volume 2 Nomor 1. pp.60-78.

Tjiptono, Fandy. (2014). Manajemen Jasa. Andi. Yogyakarta.

UT. (2011). Renstra Universitas Terbuka 2010-2021. Senat Universitas Terbuka. Tangerang Selatan.

Zeithaml, Valarie dan Bitner, Mario Jo. (1996). Service Marketing. Mc Graw Hill Companies Inc. New York.

DOI


Refbacks

  • There are currently no refbacks.


IJBE Journal Secretariat:

Faculty of Economics, University of Bangka Belitung, Tin Building II, Balunijuk Village, Merawang District, Bangka Regency, Bangka Belitung Province. Tel: (0717) 4260030, 4260031, Fax: (0717) 421303

Creative Commons License
The IJBE site and its metadata are licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Visitor Number