Proceedings of the 2nd International Conference on Educational Development and Quality Assurance, ICED-QA 2019, 11 September 2019, Padang, Indonesia

Research Article

The Impact of Service Quality and Student Satisfaction at the Faculty of Engineering Andalas University

Download180 downloads
  • @INPROCEEDINGS{10.4108/eai.11-9-2019.2298472,
        author={Dedison  Gasni and Rudy  Fernandez},
        title={The Impact of Service Quality and Student Satisfaction at the Faculty of Engineering Andalas University},
        proceedings={Proceedings of the 2nd International Conference on Educational Development and Quality Assurance, ICED-QA 2019, 11 September 2019, Padang, Indonesia},
        publisher={EAI},
        proceedings_a={ICED-QA},
        year={2021},
        month={2},
        keywords={service quality student satisfaction higher education},
        doi={10.4108/eai.11-9-2019.2298472}
    }
    
  • Dedison Gasni
    Rudy Fernandez
    Year: 2021
    The Impact of Service Quality and Student Satisfaction at the Faculty of Engineering Andalas University
    ICED-QA
    EAI
    DOI: 10.4108/eai.11-9-2019.2298472
Dedison Gasni1,*, Rudy Fernandez2
  • 1: Mechanical Engineering Dept., Faculty of Engineering Andalas University, Padang, Indonesia
  • 2: Department of Electrical Engineering, Faculty of Engineering, Andalas University, Padang, Indonesia
*Contact email: d.gasni@ft.unand.ac.id

Abstract

The purpose of this study is to address how quality of service influences higher education quality of graduates and the role that student satisfaction and service quality play in this relationship. A quantitative methodology approach was developed. A questionnaire was developed and deployed as a survey for group of students on Engineering Faculty, Universitas Andalas. A total of 461 responses were received using convenience sampling technique and were analyzed. Findings revealed that service quality model could help the faculty of engineering for making improvement in all of aspects of higher education service. From the gap analysis, the faculty of engineering can get information in which areas should be improved in order to increase service quality. There is a positive correlation between dimension of service quality and student satisfaction