Analysis of Student Satisfaction Toward Quality of Service Facility

TL;DR

This study assesses how the quality of service facilities at XYZ University impacts student satisfaction, revealing gaps between expectations and perceptions, and highlighting areas needing improvement to boost overall satisfaction.

Contribution

It provides empirical data on the relationship between service facility quality and student satisfaction, identifying specific facilities with the lowest perceived quality.

Findings

Negative gap between perception and expectation for facilities

Strong positive correlation (0.725) between facility quality and satisfaction

Facilities like laboratories and Wi-Fi have the lowest perception scores

Abstract

The development of higher education is very rapid rise to the tight competition both public universities and private colleges. XYZ University realized to win the competition, required continuous quality improvement, including the quality of existing service facilities. Amenities quality services is believed to support the success of the learning activities and improve user satisfaction. This study aims to determine the extent to which the quality of the services effect on user satisfaction. The research method used is survey-based questionnaire that measure perception and expectation. The results showed a gap between perception and expectations of the respondents have a negative value for each item. This means XYZ service facility at the university is not currently meet the expectations of society members. Three service facility that has the lowest index is based on the perception of respondents is a laboratory (2.56), computer and multimedia (2.63) as well as wifi network (2.99). The magnitude of the correlation between satisfaction with the quality of service facilities is 0.725 which means a strong and positive relationship. The influence of the quality of service facilities to the satisfaction of the students is 0.525 meaning that the variable quality of the services facility can explain 52.5% of the variable satisfaction. The study provided recommendations for improvements to enhance the quality of services facility at the XYZ university facilities.