Susila, Haryadi Jaka (2025) Studi Kualitas Layanan Model Hesqual (Higher Education Service Quality) Terhadap Kepuasan Mahasiswa Dengan Gender Sebagai Variabel Moderasi Di Stie Balikpapan. Masters thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
Higher education institutions face challenges in providing services to meet student expectations. This study aims to examine the impact of service quality on student satisfaction using the HESQUAL (Higher Education Service Quality) model. Sampling was used with random sampling technique, involving 290 respondents. Data analysis was conducted with SEM-PLS. The results showed that administrative services, physical facilities, and teaching quality had a significant positive impact on student satisfaction. However, academic services related to the Academic Information System (SIAKAD) do not have a significant impact on student satisfaction. The results of this study imply that to increase student satisfaction, education service providers should optimize administrative procedures, better facility maintenance, and excellent lecturer services. Keywords: Student Satisfaction, HESQUAL, Administrative Services, Facilities and Infrastructure Services, Lecturers' Services, Academic Services.
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.562 - QUALITY CONTROL |
| Divisions: | Magister of Management |
| Depositing User: | HARYADI JAKA SUSILA |
| Date Deposited: | 13 Mar 2025 06:32 |
| Last Modified: | 13 Mar 2025 06:32 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/13459 |
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