Educational Service Satisfaction: Study in Applied Sports Coaching Study Program of Universitas Negeri Surabaya
Abstract
University, which is the only vocational education program in sports in Indonesia. This study used quantitative survey research with 47 undergraduate students of Applied Sports Coaching at Surabaya State University as research subjects. The instrument used uses the SERVQUAL method, which consists of five dimensions, reliability, responsiveness, assurance, empathy, and tangible, with 22 questions. The research questionnaire is given online when students make a study plan. The results showed that the Customer Satisfaction Index (CSI) value was 66.58%. The dimensions of responsibility and credibility are the best compared to the other dimensions. The conclusion is that overall the level of satisfaction with educational services felt by students at the Bachelor of Applied Sports Coaching at Surabaya State University is in the satisfied category. However, some dimensions need to be improved, namely, transparency and fairness.
Keywords:
Satisfaction, Education service, Vocational school., Satisfaction, Education service, Vocational school
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References
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Anggraini, L. D., Deoranto, P., & Ikasari, D. M. (2015). Analisis Persepsi Konsumen Menggunakan Metode Importance Performance Analysis Dan Customer Satisfaction Index the Analysis of Consumer Perception Used Importance Performance Analysis Method and. Jurnal Industri, 4(2), 74–81.
Apriyanto, D. (2016). Pengukuran Kinerja Puskesmas Dalam Rangka Peningkatan Layanan Kesehatan Masyarakat. JURNAL ILMU SOSIAL, 15(2), 121–136. https://doi.org/10.14710/JIS.15.2.2016.121-136
Attamimi, Z., & Maryani, A. (2019). PENGUKURAN KEPUASAN NASABAH MELALUI KUALITAS PELAYANAN PT. BNI SYARIAH KC. CIPUTAT DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) & METODE COSTUMER STATISFACTION INDEX (CSI). FINANSIA : Jurnal Akuntansi Dan Perbankan Syariah, 2(2), 201–214. https://doi.org/10.32332/FINANSIA.V2I2.1650
Bahari, A., Djunid, A., Sumarni, L., & Astari, S. (2019). Evaluation of Web Transparency for Higher Learning Institutions in Indonesia. In Improving Educational Quality Toward International Standard (ICED-QA 2018), January 2018, 218–222. https://doi.org/10.5220/0008683002180222
Bashir, A., Ahmad, S., Sarwar, M. Z., & Naqi, S. A. (2021). Student satisfaction level among allied health sciences students at King Edward Medical University. International Journal of Public Health Science (IJPHS), 10(1), 55–60. https://doi.org/10.11591/ijphs.v10i1.20618
Bhakti, Y. B., & Rahmawati, E. Y. (2018). Indeks Kepuasan Mahasiswa terhadap Pelayanan Program Studi Pendidikan Matematika. Formatif: Jurnal Ilmiah Pendidikan MIPA, 7(3), 272–285. https://doi.org/10.30998/FORMATIF.V7I3.2238
Clewes, D. (2010). A Student-centred Conceptual Model of Service Quality in Higher Education. Http://Dx.Doi.Org/10.1080/13538320308163, 9(1), 69–85. https://doi.org/10.1080/13538320308163
Costello, J. (2012). Perceptions of guest lecturers ’ impact on online learning communities Guest speakers in learning communities. 8th International Conference on Networked Learning 2012, 482–487.
Eveleth, D. M., & Baker-Eveleth, L. J. (2009). Student Dialogue with Online Guest Speakers. Decision Sciences Journal of Innovative Education, 7(2), 417–421. https://doi.org/10.1111/j.1540-4609.2009.00226.x
Fitriana, D., Endaryanto, T., & Adawiyah, R. (2020). Kepuasan Konsumen Rumah Tangga Terhadap Beras Padi Asal Lampung Selatan (Beras “Palas”) Di Kabupaten Lampung Selatan. Jurnal Ilmu-Ilmu Agribisnis, 8(2), 248. https://doi.org/10.23960/jiia.v8i2.4060
Hemsley-Brown, J., Lowrie, A., Gruber, T., Fuß, S., Voss, R., & Gläser-Zikuda, M. (2010). Examining student satisfaction with higher education services: Using a new measurement tool. International Journal of Public Sector Management, 23(2), 105–123. https://doi.org/10.1108/09513551011022474
Islam, K. M., & Salma, U. (2016). The Role of Private Universities in Higher Education of Bangladesh: An Empirical Investigation. International Journal of Finance and Banking Research, 2(4), 128. https://doi.org/10.11648/J.IJFBR.20160204.11
Mahsup, M., Ibrahim, I., Muhardini, S., Nurjannah, N., & Fitriani, E. (2020). Peningkatan Hasil Belajar Mahasiswa Melalui Model Pembelajaran Tutor Sebaya. Jurnal Kependidikan: Jurnal Hasil Penelitian Dan Kajian Kepustakaan Di Bidang Pendidikan, Pengajaran Dan Pembelajaran, 6(3), 609. https://doi.org/10.33394/JK.V6I3.2673
Motefakker, N. (2016). The Study of the Level of Satisfaction of the Students of the Faculty of Social Sciences with Welfare Services of Imam Khomeini International University of Qazvin. Procedia Economics and Finance, 36, 399–407. https://doi.org/10.1016/S2212-5671(16)30052-1
Mukhtar, U., Anwar, S., Ahmed, U., & Baloch, M. A. (2015). FACTORS EFFECTING THE SERVICE QUALITY OF PUBLIC AND PRIVATE SECTOR UNIVERSITIES COMPARATIVELY: AN EMPIRICAL INVESTIGATION. Journal of Arts, Science & Commerce, 6(3), 132–134. www.researchersworld.com
Musset, P. (2010). Initial Teacher Education and Continuing Training Policies in a Comparative Perspective. OECD Education Working Papers, 48. https://doi.org/http://dx.doi.org/10.1787/5kmbphh7s47h-en OE
Navarro, M. M., Iglesias, M. P., & Torres, P. R. (2005). A new management element for universities: Satisfaction with the offered courses. International Journal of Educational Management, 19(6), 505–526. https://doi.org/10.1108/09513540510617454/FULL/PDF
Pozarnik, B. M. (2009). Improving the quality of teaching and learning in higher education through supporting professional development of teaching staff. Napredak, 12(4), 341–359. https://doi.org/10.1111/1467-9604.00038
Undang-Undang Republik Indonesia Nomor 12 Tahun 2012 Tentang Pendidikan Tinggi, Pub. L. No. 12 (2012).
PTAC-CL. (2014). Transparency Best Practices for Schools and Districts. July.
Rahman, S. M. M., Mia, M. S., Ahmed, F., Thongrak, S., & Kiatpathomchai, S. (2020). Assessing Students’ Satisfaction in Public Universities in Bangladesh: An Empirical Study. The Journal of Asian Finance, Economics and Business, 7(8), 323–332. https://doi.org/10.13106/JAFEB.2020.VOL7.NO8.323
Ricci, P. (2013). What Future for Social Reporting and Accountability in Academic Systems. An Overview of the Italian Case. Revista de Management Comparat International, 14(2), 202–221.
Romdloni, A. R., & Widyaningrum, D. (2022). Analisis Kepuasan Pelanggan Terhadap Kualitas Layanan Distribusi Menggunakan Metode PDSQ Pada UD. Zahra Barokah. JIEOM, 5(1), 15–26.
Saif, N. I. (2014). The Effect of Service Quality on Student Satisfaction: A Field Study for Health Services Administration Students. International Journal of Humanities and Social Science, 4(8). www.ijhssnet.com
Settiawan, D., & Hilmawan, R. (2016). Increasing transparency in assessment to improve students ’ learning at Language Development Centre of UIN Suska Riau. Ictte, 1(1), 364–368.
Swan, G. (2013). Tapping the expertise within. ECULTURE, 2(1), 3.
Talegeta, S., Worku, T., & Gemechu, A. (2018). Service Quality Nexus Students’ Satisfaction at Ambo University Selected Campuses, Ethiopia. Journal of Science and Sustainable Development, 6(1), 71–86. https://doi.org/10.20372/AU.JSSD.6.1.2018.083
Tjiptono, F. (2004). Prinsip-Prinsip Total Quality Service. Andi Offset.
Trasorras, R., Weinstein, A., & Abratt, R. (2009). Value, satisfaction, loyalty and retention in professional services. Marketing Intelligence and Planning, 27(5), 615–632. https://doi.org/10.1108/02634500910977854
Udjang, R., & Subarjo. (2019). Analisis Tingkat Kepuasan Mahasiswa Pada Kualitas Layanan Universitas Mercu Buana Yogyakarta. Jurnal Perilaku Dan Strategi Bisnis, 7(1), 64–75. http://ejurnal.mercubuana-yogya.ac.id/index.php/JPSB/article/view/675
UNESCO. (2022a). The Role of Higher Education Institutions for Lifelong Learning. https://www.uil.unesco.org/en/role-higher-education-institutions-lifelong-learning
UNESCO. (2022b). What you need to know about higher education. https://www.unesco.org/en/education/higher-education/need-know
Vaccaro, A., & Madsen, P. (2009). Corporate dynamic transparency: The new ICT-driven ethics? Ethics and Information Technology, 11(2), 113–122. https://doi.org/10.1007/s10676-009-9190-1
Weerasinghe, I. S., Lalitha, R., & Fernando, S. (2017). Students’ Satisfaction in Higher Education Literature Review. American Journal of Educational Research, Vol. 5, 2017, Pages 533-539, 5(5), 533–539. https://doi.org/10.12691/EDUCATION-5-5-9
Yola, M., & Budianto, D. (2013). Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan dan Harga Produk Pada Supermarket Dengan Menggunakan Metode Importance Performance Analysis (IPA. Jurnal Optimasi Sistem Industri (JOSI), 12(1), 301–309. https://doi.org/https://doi.org/10.25077/josi.v12.n1.p301-309.2013
Published
2023-12-09
How to Cite
Fajar, M. K., Ashadi, K., Sidik, R. M., Rusdiawan, A., & Rasyid, M. L. S. A. (2023). Educational Service Satisfaction: Study in Applied Sports Coaching Study Program of Universitas Negeri Surabaya. JUARA : Jurnal Olahraga, 8(3), 534-545. https://doi.org/10.33222/juara.v8i3.3416
Section
Articles
Copyright (c) 2023 Muhammad Kharis Fajar, Kunjung Ashadi, Rizky Muhammad Sidik, Afif Rusdiawan, Muhammad Labib Siena Ar Rasyid
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