dc.description.abstract | The literature reveals that higher institutions are becoming more aware of
the importance of Service Quality. This research study examines how service
quality influences perceived value and student satisfaction in affecting the loyalty
and words-of-mouth, as well as to investigate the relationship between variables
itself. In general the purposes of this study are; (1) to analyze the influences of
institution’s service quality in student’s perceived value; (2) to analyse the
influence of the institutions’ environment factors in student’s perceived value; (3)
to analyze that the student’s perceived value influences student’s satisfaction; (4)
to analyze that the student’s satisfaction influence the student’s loyalty; and (5) to
analyze that the student’s satisfaction influence the student’s word of mouth in
one of the higher educational institution so called “Perguruan Tinggi” in
Surabaya.
This research used convenience sampling whereas the data type drawn in
the research is a quantitative and the source of the data is a primary data, using a
close-questionnaire given to 140 current-undergraduate students as the
respondents. To assess the adequacy of the research model, a Structural Equation
Model (SEM) was conducted using AMOS 16.0 programme.
The result of the study concludes that there are significant influences of (1)
service quality towards perceived value; (2) perceived value towards the students'
satisfaction, (3) students' satisfaction towards loyalty; (4) students' satisfaction
towards word of mouth; and (5) a significant influence of loyalty towards word of
mouth.
As the students are the main consumer who will receive service quality
directly conducted by the institution, some facilities need to be improved such as
adding more book and journal references and subscribes for the up-to-date library
existence.
For the future research, the employees satisfaction, lectures and staffs of
the educational institution, need to be tested so there will be a comprehensive
improvement for the institution in order to achieved best service quality. | en_US |