Influence Service Prime to Satisfaction Student in Universitas Terbuka (Ut) Ternate
Abstract
Many educators believe that correspondence learning or distance learning is merely a business venture. As a result, institutions offering correspondence or distance learning are often viewed negatively and their quality is questioned. However, the need to provide equal access to educational opportunities has always been a part of democratic ideals. Distance learning has brought about innovations such as the use of audio teleconferencing and computers, which have influenced the delivery of education in public schools, higher education, the military, business, and industry, and have encouraged the use of the internet, particularly in higher distance education. Universitas Terbuka is one of the higher education providers based on distance learning. As an educational service provider, delivering excellent service impacts student satisfaction. Excellent service must be measured regularly to assess student satisfaction, especially at Ternate Universitas Terbuka , where there is a high urgency due to the growing need to strengthen educational capacity as student enrollment increases. This study uses a quantitative approach with data analysis conducted through multiple regression. The population of this study consists of undergraduate students at Ternate Universitas Terbuka during the 2024.1 registration period, totaling 1,975 students. Using Slovin's formula, a sample of 100 undergraduate students from Ternate Universitas Terbuka was selected. The results of the study indicate that physical evidence, reliability, assurance, and responsiveness do not have a positive and significant effect on student satisfaction at Universitas Terbuka when considered individually. However, technology and empathy do have an influence on excellent service at Ternate Universitas Terbuka , thereby affecting student satisfaction.
Downloads
References
Ashandy. 2004. Education Tall distance Far. First. Tangerang South: University Open. Atmojo, Dr. Sumarno Sandro. 2022. Marketing Management. First. Purbaloingga.
Bekkar, Amina. 2024. "Word Of Mouth Marketing Strategy (WOM) And Its Impact On Building The Image Of Institution." Media and Society 8(word-of-mouth strategy, Image of an institution, Influencer marketing, marketing, marketing strategy): 626.
Belladona, VieckaThe Relationship Between Nurses' Caring Behavior and Patient Satisfaction in the Jasmine Room and the Angkrek Room of Sumedang District Hospital, Istichomah Istichomah, and Rika Monika. 2023. “The Relationship Between Nurses' Caring Behavior and Patient Satisfaction in the Jasmine Room and the Angkrek Room of Sumedang District Hospital.” JIKSA - Eleventh April Nursing Science Journal 5(2): 76– 81.
Bytes, AW (Tony) Bates. 2005. Technology, E-Learning and Distance Education. Second. London and New York: Routledge.
Clark, J. Tobey. 2019. “Distance education.” Clinical Engineering Handbook, Second Edition: 410–15. doi:10.1016/B978-0-12-813467-2.00063-8.
Diana Arlupi Utami, et al. 2023. Service Public And Service Excellent. 1 ed.Klaten.
Distance, Distance Learning, and Coping Strategies. 2024. “BPMP North Sulawesi Province.” (July 2021): 1–10. Ministry of Education and Culture. 2020. “Evolution of Distance Learning Theory.” Lmsspada: 1–11. https://lmsspada.kemdikbud.go.id/pluginfile.php/65795/mod_resource/conte nt/1/Rvolusi Teori PJJ.pdf.
Dr. Teddy Chandra, SE., MM. 2020. Service Quality, Consumer Satisfaction, And Consumer Loyalty: A Theoretical Review. First. Purwokerto: CV IRDH. Faculty, Lecturers, University Economics, and Muslim Nusantara. “Consumers at Investment Offices.” : 93–100.
Frimayasa, Agtovia, And Fahmi Kamal. 2017. “Implementation Service First For Fulfil Community Expectations for Public Services in Makasar Urban Village, East Jakarta.” Horizon XVII (2): 179–188. https://ejournal.bsi.ac.id/ejurnal/index.php/cakrawala/article/view/2428%0A https://doi.org/10.31294/jc.v17i2.2428%0Ahttps://ejournal.bsi.ac.id/ejurnal/index.php/cakrawala/article/view/2428/1794%0Ahttps://repository.bsi.ac.id/i ndex.php/unduh/item/234934/PE.
Ghozali, Imam. 2012. Application of Multivariate Analysis with SPSS 19. Semarang: Diponegoro University.
Idham, Bindi Febry. 2013. “The Influence of Quality Dimensions Service Towards Customer Satisfaction With Implications Loyalty On Pt. Bank Savings Retired National, Tbk Branch Kertajaya Surabaya.” Journal of Business and Banking 3(1): 93. doi:10.14414/jbb.v3i1.257.
Indrasari, Meithiana. 2019. Marketing And Satisfaction Customer. Surabaya: Utomo Press.
Irwansyah, Irwansyah. 2018. “Implementation of Distance Learning Higher Education System in Private Universities.” JAS-PT Journal of Higher Education System Analysis 2(1): 39. doi:10.36339/jaspt.v2i1.122.
Kudin, Serhii, Oleksandra Ordanovska, Natalie Stefanyuk, Lesia Moroz- Rekotova, and Viktor Parzhnytskyi. 2023. "Prospects for the Development of Distance and Online Learning in the Context of Higher Education." Cadernos de Educação, Tecnologia e Sociedade 16(2): 233–348. doi:10.14571/brajets.v16.n2.333-348.
Lapiyoadi, Creep. 2020. Management Marketing Service. Salemba four. Lesnussa, Johnny Urbanus, and Montgomery Warbal. 2023. “The Effect of Attitude and Service Quality on Customer Satisfaction.” PUBLIC POLICY (Journal of Public Policy Applications & Business) 4(1): 31–46. doi:10.51135/publicpolicy.v4.i1.p31-46.
Lupiyoadi, Creep. 2006. Management Marketing Services. Jakarta: Salemba four. Magdalene, Ina, Dear Sir, Sylvia Dear Nurkamilah, Dinda Beautiful Amalia, And University Muhammadiyah Tangerang. 2020. “Analysis of Teaching Materials.” Journal of Education and Social Sciences 2(2): 311–26. https://ejournal.stitpn.ac.id/index.php/nusantara.Management, Journal, Mannequin Informatics
Marthalina. 2018. “Analysis of Academic Service Quality and Student Satisfaction at Ipdn Jakarta Campus.” Journal of Human Resource Management 5(1): 1–18.
Maulidiah, Eka Daughter, Survival Survival, And Bambang Budiyanto. 2023. "Influence Facility Regarding Quality Service As well as The implications On Satisfaction Customer." Journal Economy 2(3): 727–737. doi:10.55681/economina.v2i3.375. Education, Sector, and AND Sector. 2009. "Introduction and Development of E-Learning." 2(1).
Minister of Education and Culture Regulation. 2013. "Minister of Education and Culture Regulation Republic of Indonesia Number 109 Year 2013 About Organizing Distance Learning in Higher Education.” Permendikbud Number 109 of 2013: 1–8. https://lppmp.uns.ac.id/wp- content/uploads/2018/03/Permen-Nomor-109-tahun-2013-ttg- PJJ.pdf.
Rida Beautiful Dear, And Syaiful Syaiful. 2024. "Influence Independence, Competence And Pressure Time on Audit Quality.” Profit: Journal of Management, Business and Accounting 3(2): 34–44. doi:10.58192/profit.v3i2.1978.
Setijadi. 2005. “Distance Education in the Context of National Education.”Utbppjj 1: 1–28. http://repository.ut.ac.id/5279/1/UTBPPJJ-10.pdf .
Sinollah, and Masruro. 2019. “In Forming Customer Satisfaction So That Customer Loyalty Is Created ( Studies Case on Shop Mayang Collection branch The Land of the Gods ).” Journal Dialectics 4(1): 45–64.
Siti Maryam, Neneng. 2024. “Excellent Service in Increasing Student Satisfaction with Learning Services at Mandiri University.” Scientific Journal of Management and Entrepreneurship (JUMANAGE) 3(1): 257–65. doi:10.33998/jumanage.2024.3.1.1528.
Sophie Nazwah Irawan, Hanny Putri, Permata Sari, and Mohamad Zein Saleh. 2023. “Strategies to Improve Satisfaction Customer Through Quality Service And Quality Products at Bank Syariah Indonesia (BSI).” Journal of Management … 2(02): 249–56.
Stefani, Mariani. 2019. Airlangga University The Relationship between Discharge Planning Implementation and Patient Satisfaction. http://repository.unair.ac.id/83956/8/FKP. N. 30-19 Bak h.pdf.
Sugiyono. 2021. Method study quantitative qualitative And R And D / Dr. Sugiyono. ed. Sutopo. Bandung: Alfabeta.
Sujito. 2011. “Total Satisfaction is a Form of Customer Disconfirmation to Increase Loyalty.” Seminar National Knowledge Economy Applied Faculty Economy UNIMUS (Face) 2002): 41–48. https://jurnal.unimus.ac.id/index.php/psn12012010/article/viewFile/404/459 .
Sukartawi. 2002. "Principle base e-learning: theory And the application in Indonesia.”Journal Tectonic 12(vii): 3.
Suzanto, Boy. 2011. “The Influence of Service Quality on Customer Satisfaction Patients at Banjar City General Hospital.” Journal of Economics, Business & Entrepreneurship 5(1): 28–44. http://jurnal.stiepas.ac.id/index.php/jebe/article/view/3 .
Tulaisyah, Nur Hidaya, Usastiawaty Cik Ayu Saadiah Isnainy, and Aryanti Wardiyah. 2022. “The Relationship between the Quality of Nursing Services and the Level of Patient Satisfaction at Pertamina Bintang Amin Husada Hospital, Bandar Lampung City.” Malahayati Nursing Journal 4(10): 2773–91. doi:10.33024/mnj.v4i10.7719.
Veronica, Deka. 2017. “The Influence of Service Quality on Customer Satisfaction.” Journal Development 5(1): 55–69. doi:10.53978/jd.v5i1.45. Wbbm, DA N. 2024. “Tutorial For Completing In Website Region Religion Help Law For Public No Able to Search for the Concept of Excellent Service to the Community.” : 2024.
West, Atep Adya. 2020. The Basics Service Excellent. Jakarta: PT. Elex Media Computindo.
Wijana, I Ketut, And Ria Three Today Bi Russian woman. 2021. "Level Satisfaction Student to Quality of Educational Services.” Mimbar Ilmu 26(2): 268. doi:10.23887/mi.v26i2.34538.
.png)
_.gif)
_.gif)
