The Relationship Between Quality of Service and Student Satisfaction within an Indonesian Islamic-Based University

Abstract

Consumer satisfaction has become a global issue that affects the operations of many service organizations, including higher education institutions. Many universities now are more concerned with the importance of student satisfaction and delivering a high quality of services has become the main goal of many universities. This is based on the consideration that customer satisfaction has a positive impact on the university survival. This study aims to investigate the relationship between quality of service and student satisfaction within an Islamic-based university. This study applied the HEdPERF model to measure the quality of service and six items to measure student satisfaction. The sample involved in this study consisted of 240 students studying at Faculty of Islamic Studies, Jakarta Islamic University. The results indicated that services related to non-academic aspect, academic aspect, reputation, and access positively and significantly associated with student satisfaction. Meanwhile, services related to program issues and understanding were found not significantly related to student satisfaction. The finding implies that the university management have to improve their standard and procedures, including the standard in providing services related non-academic aspect, academic aspect, reputation, and access..

Keywords: quality of services, student satisfaction, Islamic-based university, Indonesia

DOI: 10.7176/JEP/10-2-12